If you're unable to connect to an Adobe.com online service, such as Acrobat.com or Photoshop.com, use these steps to identify and resolve the issue.
1. Test your Internet connection.
Try to access another website, such as Google.com. If you can't access another website, then you could need to repair your Internet connection. Or, contact your ISP (Internet Service Provider) to determine if your service is down.
If your computer is on a network, try to access the online service from another computer on the network. If the issue is network-related, contact your system administrator for assistance.
2. Check firewall settings.
Firewall software can block connections to a website.
If you get a security alert when you try to access the online service, select the Allow option.
Alternatively, disable the firewall software and try to access the online service. For instructions, see the firewall software documentation. If disabling the software firewall resolves the issue, configure the software to allow access to the online service. For instructions, see the firewall software documentation.
3. Check the system clock settings.
Make sure that the date and time in the system clock are correct. To change the date and time settings, click the time display in the taskbar.
4. Disable system protection software.
System protection software can interfere with the connection to an Adobe.com online service. To disable system protection software, see the instructions for the software or contact your system administrator.
5. Start the computer in a simplified mode.
Similar to firewall software or system protection software, other applications, and utilities can disrupt access to an online service. When you start the computer in a simplified mode (a safe boot on Mac OS, or a clean boot on Windows) these items are temporarily disabled.
- Mac OS: Perform a safe boot: Press and hold the Shift key as you start the Macintosh. See Starting up in Safe Mode on the Apple support website for more information.
- Windows XP: See How to configure Windows XP to start in a ‘clean boot’ state on the Microsoft support website.
- Windows Vista/Windows 7: See How to troubleshoot a problem by performing a ‘clean boot’ in Windows Vista or Windows 7 on the Microsoft support website.
6. Check for proxy configuration issues.
- Windows XP: Click Start > Run. Type cmd in the Open box. Press Enter.
- Windows Vista/Windows 7: Click Start. Type cmd in the Start Search box. Press Enter.
- Mac OS: From the desktop, choose Go > Utilities. Double-click Terminal.
- If the test is successful, it returns the following string: activate.adobe.com [ip address] (You can ignore the other information returned.) For example,
PING practivate.adobe.com (18.104.22.168) with 56 bytes of data
- If the test fails, configure proxy settings for Internet access in Network System Preferences. Or, try activating without the proxy. (An authenticating proxy can also prevent the activation process.) If you need assistance, contact your Internet Service Provider or IT Administrator.
|Online service||Server address|
|Activation server||https://activate.adobe.com (release software)
https://practivate.adobe.con (pre-release software)