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elwaterman
Participant
April 7, 2015
Answered

Error during sign in on Home Page of Acrobat Reader DC

  • April 7, 2015
  • 3 replies
  • 2317 views

When I try to sign in on the Home Page, I get an error message saying "A network error occurred while attempting to sign in" I tried to get help through Live Chat and they sent me the link here.

    This topic has been closed for replies.
    Correct answer Sara_Forsberg

    Hi elwaterman,

    What happens when you try to sign in via https://cloud.acrobat.com? Are you able to log in to the web interface?

    Best,

    Sara

    3 replies

    Utkarsh_Upadhyay
    Adobe Employee
    Utkarsh_Upadhyay
    Adobe Employee
    April 8, 2015

    Hi elwaterman,

    The error message you mention comes up whenever Reader does not have access to a working internet connection. Since you are able to access the cloud.acrobat.com domain from within the browser, it means that your internet connection is fine. This leaves out only one probable reason that Reader specifically is somehow unable to access the internet connection.

    Can you please confirm that the firewall of your organization is not blocking internet access to Reader or probably a local firewall configuration on your machine is doing this?

    If not it would be great if you could share the logs for this failure. Please follow the steps below to retrieve the required log:

    1. Download and install Fiddler from http://d585tldpucybw.cloudfront.net/docs/default-source/fiddler/fiddler4setup.exe‌ -- This tools captures internet calls & shows the success failure request/responses for the same.
    2. Once installed, configure Fiddler to decrypt HTTPS traffic:
      • Launch Fiddler & go to Tools >> Fiddler Options >> HTTPS.
      • Here, check the "Decrypt HTTPS traffic" checkbox. [Official Documentation]
      • In the Trust FiddlerRoot Certificate dialog, click on Yes & then Yes again in the security confirmation dialog. [Official Documentation]
    3. Launch Reader & click on the Sign In button in the right end of the top bar.
    4. Once you get the error message above, please go to Fiddler & see if there is a call for https://ims-na1.adobelogin.com/ & https://adobeid-na1.services.adobe.com.
    5. If there is, right click on the same & select "Save >> Selected Sessions >> as Text...".
    6. Please mail the saved logs to uupadhya@adobe.com & vgrover@adobe.com.
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    elwatermanAuthor
    Participant
    April 8, 2015

    I have looked into my Firewall protection with Norton and that is not the issue. The issue is coming from Adobe directly. The Creative Cloud seems to be experiencing technical difficulties and the current message is saying that Adobe is currently investigating the issue users are having while trying to access the Creative Cloud. I am not downloading anymore programs from Adobe to send them "logs" at this time until this issue of signing in to a service I have purchased is working properly. I am not downloading this Fiddler program. Not happy with Adobe at this time. VERY disappointed in the service. Why launch a new Program feature if it does not allow you the one simple task of signing in.

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      elwatermanAuthor
      Participant
      April 7, 2015

      Also, how am I supposed to Convert to PDF if I cannot sign in? That is the sole purpose of my company using Adobe Acrobat in the first place. I am paying for a service I currently cannot use. I am very disappointed in not only this "New and Improved" service but also with the lack of "help" I have received from supposed experts. How do I uninstall this faulty program and go back to using the version of Adobe I was using before, the one that actually works properly.

      pwillener
      pwillener
      Legend
      April 8, 2015

      Adobe Support should really be able to help you; Contact Customer Care and click on the Still need help? button to chat with an agent.

      [topic moved to Document Services forum]

      S
      Sara_ForsbergCorrect answer
      Inspiring
      April 7, 2015

      Hi elwaterman,

      What happens when you try to sign in via https://cloud.acrobat.com? Are you able to log in to the web interface?

      Best,

      Sara

      E
      elwatermanAuthor
      Participant
      April 7, 2015

      I am able to sign into cloud.acrobat.com, its when I click on the Acrobat Icon on my PC that I get the error message. The Mobile App seems to be ok as well.

      S
      Sara_Forsberg
      Inspiring
      April 7, 2015

      Hi elwaterman,


      I'll pass that feedback along. We've seen this error is earlier versions of Reader. In the meantime, please continue to use the web interface.


      I apologize for the inconvenience.


      Best,

      Sara

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