Resolve connection errors

Find out how to fix Adobe connection errors when signing in or activating Adobe applications.

Errors when signing in, activating, or starting Adobe apps or services?

If you experience connectivity issues or the following errors when signing into or activating Adobe applications, try the steps given in this article:

  • We are unable to activate [product name]. Product activation is required to use this product...
  • Please connect to the Internet and retry.
  • Either your computer is offline or the clock on your computer is set incorrectly, causing a connection error. An Internet connection is required. Please connect to the Internet or adjust your clock and try again.
  • You may have limited access to Adobe apps or services.

If you're looking for more general information about common activation and sign-in issues, see Troubleshoot Creative Cloud activation errors or Activation and deactivation troubleshooting.

How to fix connection errors

To resolve issues related to connectivity, work out the solutions one by one and pick the next solution if required. 

Solution 1: Test your connection to Adobe activation servers.

Start a web browser and open one of the following links, depending on the version of your product:

Note:

If you encounter any issues while opening the link in your current browser, consider trying another browser.

If you see a test successful message (see screenshots below), you have access to the activation servers. Try activating or starting your software.

Test successful message
CS6 and other non-subscription apps: Test successful

Test successful message
CS5 and CS5.5: Test successful

Note:

You may get an "Access Denied" message when you click the CS5/CS5.5 link. This is still a confirmation that you can access the activation servers. Try activating or starting your software. If you need help with your activation code, see Redemption code help.

Still have problems? Proceed to "Reset your hosts file."

Solution 2: Reset your hosts file.

Operating system hosts files map host names to IP addresses. An incorrectly configured hosts file can affect your computer's ability to connect to Adobe's activation servers.

Note:

Creative Cloud users: Resetting the hosts file can also resolve errors such as "The Creative Cloud applications are available in trial mode" or "Trial expiration."

  1. Download the Limited Access Repair tool:

  2. Extract the downloaded file, and then run the Limited Access Repair tool in Admin mode.

    • Windows: Right-click the tool and choose Run as Administrator.
    • macOS: Double-click the tool and enter the admin credentials to continue.

    For more information on how to use the Limited Access tool, see Limited access error in Creative Cloud for desktop app.

    Note: If the issue is not fixed even after you run the Limited Access Repair tool, reset the hosts file manually.

Reset the hosts file manually

If the issue is not fixed even after you run the Limited Access Repair tool, reset the hosts file manually:

Solution 3: Make sure that you can access secure sites.

Adobe’s activation servers are on secure (HTTPS) sites, so your computer must be able to access these types of sites.

Secure HTTPS sites

Follow these steps to make sure that you can access secure sites:

  1. Start an Internet browser, such as Firefox or Internet Explorer.

  2. Type https://www.adobe.com in the address bar, and then press Enter.

Can't access secure sites?

Solution 4: Check the GlobalSign Root CA certificate.

The Adobe sign-in (Creative Cloud) and activation (Creative Suite) processes require the GlobalSign Root CA certificate.

Follow these steps to make sure that the GlobalSign Root CA certificate is installed and enabled.

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