These solutions will help you identify and fix the problem if you cannot connect to Adobe.com’s online services, such as Acrobat.com and Photoshop.com.

Solution 1: Test your Internet connection.

You can try to access another website such as Google.com. You might need to fix your Internet connection if you are unable to access another website. To determine if you have a problem with your Internet service provider (ISP), contact them.

Try accessing the online service via another computer connected to the network if your computer is connected to a network. For assistance if the problem is network-related, contact your system administrator.

Solution 2: Verify firewall settings.

Firewall software can prevent a website from being connected to the Internet.

If you receive a security alert while trying to access the online service site, choose the Allow option.

You can also disable firewall software to allow you access the online service. See the documentation for firewall software. Disabling the firewall software will resolve the problem. If the software is configured to allow access to the internet service, it can be reconfigured. See the firewall documentation for instructions.

Solution 3: Verify the system clock settings.

Check that the system clock’s date and time are correct. Click the taskbar’s time display to change the date or time settings.

Solution 4: Deactivate system protection

Adobe.com’s online services can be interrupted by system protection software. For instructions on how to disable system protection software, please refer to the manual or contact your system administrator.

Solution 5: Use a simplified mode to start the computer.

Other applications and utilities, similar to firewall software and system protection software can block access to online services. These items can temporarily be disabled when the computer is started in a simplified mode (a secure boot for Mac OS or a clean jumpt for Windows).

• Mac OS – Perform a safe boot by pressing and holding the Shift key while you start the Macintosh.
• Windows XP – See How Windows XP can start in a clean boot’ state at the Microsoft support site.
• Windows Vista/Windows 7 See How do you troubleshoot a problem? Perform a ‘cleanboot’ in Windows Vista/Windows 7 at the Microsoft support site.

Solution 6: Look for issues with proxy configuration.

• One of these:

• Windows XP: Click on Start > Run. Enter cmd in the Open field. Enter.
• Windows Vista/Windows 7: Click on Start. Enter cmd in Start Search. Enter.
• Mac OS: On the desktop, select Go > Utilities. Double-click Terminal.

• Enter one of these commands at the prompt and hit Enter.

ping activate.adobe.com

ping practivate.adobe.com

• If the test passes, the string activate.adobe.com[ip address] will be returned. You can ignore any other information that is returned. You can take, for example:

PING practivate.adobe.com (192.150.14.67), with 56 bytes data

• If the test fails configure proxy settings to allow Internet access through Network System Preferences. You can also try activating the proxy without it. An authenticating proxy may also be used to prevent activation. For assistance, contact your Internet Service Provider (or IT Administrator)