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A
Anonymous
November 9, 2015
Question

elements 14 will not connect to internet

  • November 9, 2015
  • 2 replies
  • 1124 views

I have just installed Elements 14 from DVD on a Windows 10 laptop and launched the application. I am now getting the following error messages:

“The Adobe Help application could not load a URL because there is no internet connection”.

“We cannot connect to the eLIve server at this time”

I am able to download updates from within the Help tab.

Any suggestions?

    This topic has been closed for replies.

    2 replies

    R
    RhondaS347
    Participant
    August 1, 2021

    I had tried EVERYTHING.  I reinstalled.  Got message to sign in and it stated "cannot connect to internet".  I clicked the option that says " is this not your ID" (it was my ID listed) but I clicked no anyway.  This took me to another sign in page.  I signed in.......clicked connect later and ever

    ything started working perfectly.  So weird.  HOPE this helps someone.  

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    August 2, 2021

    Elements 14 is discontinued.

     

    See below for instructions on installing Elements 2021 or higher.

     

    [Discussion locked by moderator.]

     

    Nancy O'Shea— Product User & Community Expert
    Atul_Saini
    Community Manager
    Atul_SainiCommunity Manager
    Community Manager
    November 9, 2015

    Kindly try: https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

    A
    Anonymous
    November 10, 2015

    Hi Atul

    I have made contact with Adobe support via chat. They are working on my problems but so far without success. The current status is:

    1. With the exception of Updates, I am unable to use any of the Help tab functions that require internet

    2. eLIve will not connect to its server

    3. The normal Adobe remote support tool, will not work as it cannot find its server. Adobe Tech Support have been using an alternative.

    4. Premiere Elements 14 does not initialise and reports a problem in the Event Viewer with dvamarshal.dll

    Regards

    Derek

      Atul_Saini
      Community Manager
      Atul_SainiCommunity Manager
      Community Manager
      November 12, 2015

      Hi Derek,

      We are sorry for the inconvenience that it has caused to you, let me check the details of the case and I would expedite it for you. I would also request you to share your contact number in a private message, in case we need to contact you.

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