When opening the Adobe Community Help application in CS5.5, the following error appears:

"Access denied."


Update the Adobe Help application.

  1. Make sure that you have the latest version of the AIR runtime. If you are not sure, download the latest version.
  2. Navigate to the following directory:
    Windows: %appdata%/chc.4875E02D9FB21EE389F73B8D1702B320485DF8CE.1  

    Tip: To find this directory in Windows, copy the preceding phrase into the Windows Explorer file manager.

    Mac OS: /[username]/Library/Preferences/chc.4875E02D9FB21EE389F73B8D1702B320485DF8CE.1

  3. Within the Local Store folder, look for and delete the "HelpCfg" folder only.  

    Note: It's unnecessary to delete the entire CHC or Local Store folder. If you do, it's necessary to download content again.
  4. In your browser, navigate to
  5. Choose the relevant product in Step 1.
  6. Click Install Now in Step 2.
  7. Click Open in the installation dialog box, and then click Run Now to fully update the application.
  8. Repeat this process to add additional Adobe products.

Additional information

This error is a result of a malformed property in the Help configuration file. The file was mistakenly published with a staging URL instead of the production URL. The file has since been corrected and has been redeployed to the proper production servers.

This issue affects the following products:

  • Adobe After Effects CS5.5
  • Adobe InDesign CS5.5
  • Adobe InCopy CS5.5
  • Adobe Illustrator CS5.5
  • Adobe Encore CS5.5


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