- "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."
Your computer could have trouble connecting to Adobe's activation servers. Follow the steps below to resolve these issues.
For more general help with common activation and sign-in issues, see Creative Cloud activation and sign-in troubleshooting or Activation and deactivation troubleshooting.
To determine if you have access to the Adobe activation servers, click this link.
If you see a test successful message (see screenshots below), you have access to the activation servers. Try activating or starting your software.
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.
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.
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."
- Windows: Right-click the tool and choose Run as Administrator.
- Mac OS: 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.
If the issue is not fixed even after you run the Limited Access Repair tool, reset the hosts file manually.
Adobe’s activation servers are on secure (HTTPS) sites, so your computer must be able to access these types of sites.
If your computer is behind an authorization proxy server, disable it. For instructions, consult your network administrator or your proxy server documentation.
If your computer is behind a firewall, make sure that the firewall is not blocking the activation server through ports 80 and 443.
For instructions on allowing access to the activation server, consult your network administrator or your home network’s firewall documentation.
If your firewall requires an executable, specify PDApp.exe, located here:
- Windows: Program Files\Common Files\Adobe\OOBE\PDApp\core
- Mac OS: Applications > Utilities > Adobe Application Manager > core > PDApp
The Adobe sign-in (CC) and activation (CS) processes require the GlobalSign Root CA certificate.
Follow these steps to make sure that the GlobalSign Root CA certificate is installed and enabled.
If you are still unable to resolve your connectivity issues, contact Customer Service.