Resolve connection errors

Search
All Apps User Guide

On this page

Applies to: Adobe Acrobat DC Adobe Creative Cloud Creative Suite CS5 Creative Suite CS5.5 Creative Suite CS6

某些 Creative Cloud 应用程序、服务和功能在中国不可用。

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, follow these steps in the order presented.

  1. Test your connection to Adobe activation servers.
  2. Reset your hosts file.
  3. Make sure that you can access secure sites.
  4. Check the GlobalSign Root CA certificate.

Step 1: Test your connection to Adobe activation servers.

  1. To determine if you have access to the Adobe activation servers, click this link.

    If you see two Adobe logos, you have access to the activation servers. Try activating your software. If you need help with activating your account, see Activation and deactivation troubleshooting.

    Adobe logo

    Still have problems? Go to the next step.

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

    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
    Creative Cloud and CS6: Test successful
    Test successful message
    CS5 and CSS.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."

Step 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:

To reset the hosts file on Windows, do the following:

  1. Navigate to C:\WINDOWS\System32\drivers\etc.

  2. Open the hosts file with a text editor such as Notepad.

  3. Check for any Adobe-related entries in the hosts file.

    Adobe entries in hosts file

    If there are no Adobe-related entries in the hosts file, no further troubleshooting is required. 

    However, if there are Adobe-related entries in the hosts file, proceed to the next step.

  4. If there are Adobe-related entries in the hosts file, move the file to the desktop, for example by dragging.

  5. Delete the Adobe-related entries from the hosts file.

    Make sure that you do not delete any other entries.

  6. Save the hosts file that you edited in the previous step.

    The updated hosts file should not have any Adobe-related entries.

  7. Move the file from desktop to the original location: 

    C:\WINDOWS\System32\drivers\etc

    When moving the file, select the Replace option.

    Sample Hosts File

To reset the hosts file on macOS, do the following:

  1. To find the hosts file, open Finder and then choose Go > Go to Folder. In the box, type the following location and then press Return:

    /private/etc/hosts

    Find Hosts File MacOS

    If you are unable to locate the file, it means that the hosts file is hidden. Type the following command in terminal to unhide the file, and then repeat Step 1.

    chflags nohidden /etc/hosts

  2. Open the hosts file using a text editor such as Text Edit.

  3. Check for any Adobe-related entries in the hosts file.

    Hosts File for MacOS

    If there are no Adobe-related entries in the hosts file, no further troubleshooting is required. 

    However, if there are Adobe-related entries in the hosts file, proceed to the next step.

  4. If there are Adobe-related entries in the hosts file, move the file to the desktop, for example by dragging.

  5. Delete the Adobe-related entries from the hosts file.

    Make sure that you do not delete any other entries.

  6. Save the hosts file that you edited in the previous step.

  7. Move the file from desktop to the original location: 

    /private/etc/hosts

    When moving the file, select the Replace option.

    The updates hosts file should not have any Adobe-related entries.

    Hosts Database MacOS

Step 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?

Make sure that your computer's clock shows the correct time and is set to the correct time zone.

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.

Note:

If your firewall requires an executable, specify PDApp.exe, located here:

  • Windows: Program Files\Common Files\Adobe\OOBE\PDApp\core
  • macOS: Applications > Utilities > Adobe Application Manager > core > PDApp

Step 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.

  1. Click Start and type certmgr.msc.

  2. Navigate to Current User >Trusted Root Certificate Authorities > Certificates.

  3. Right-click GlobalSign Root CA and select Properties.

    Properties Option in GlobalSign Root CA
    GlobalSign Root CA certificate in Windows

  4. Verify that the certificate is enabled for server authentication.

    GlobalSign Root CA Properties
    Certificate properties (Windows)

  1. Go to Applications/Utililies/Keychain Access.

  2. Locate the GlobalSign Root CA certificate. You may need to select the All Items category, and then search for Global to locate the certificate.

    GlobalSign Root CA certificate in Mac OS
    GlobalSign Root CA certificate in Mac OS

    Note:

    If the certificate is not available, see Alert "The certificate issuer for this site is untrusted" for steps to install the certificate.

  3. Right-click the certificate and choose Get Info.

  4. Verify that the certificate is enabled.

    Certificate properties (macOS)
    Certificate properties (macOS)

Want to use the software on a new computer?

To use your subscription on another computer or device, see On how many computers can I use my Creative Cloud subscription?