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D
DMabrey
Known Participant
May 11, 2012
Answered

Installing Muse

  • May 11, 2012
  • 4 replies
  • 6518 views

I received an email tonight from Adobe saying my 1 year subscription to Muse was ready (I had pre-ordered it).  Great!

I install the new application manager then I went to click on Muse and install it.  Great... then it says "Further Account Information is required to use Adobe Muse".  So I click OK and once again log in.

Then it repeats over and over and over. It doesn't say the username/password are wrong.  It just says the same thing over and over again: 

"Further Account Information is required to use Adobe Muse"

So I quit it and I see that Muse is installed.  So I run it and the same thing happens... it askes over and over for my username and password.

I know it is right because I used it to log in here to complain about this problem 

I also have CS6 Production Premium installed.

This is just one among a number of problems that Adobe seems to be having on the backend.  What is going on over there do they need someone to perform an exorcism on their servers or something??

This topic has been closed for replies.
Correct answer WMRosioara

Thanks Denbo68 for the reply.   I guess I will have to get a refund because I still have not heard from Adobe on this issue.  Fixing this doesn't seem to be a priority on their end and when it comes to this product, they don't seem to care about their customer base.

Yesterday,  I tried calling the 1800 # and as soon as I selected my product (Muse), it responded with Muse telephone support is not available, and to visit the on-line support.

Anyway, as you know, this is terribly frustrating and on top of that to be paying for a product that I can't use is absurd!


Good News! I think my problem has been resolved. Adobe tech support asked that I go to the  c:\Users\<username>\Local\AppData\OOBE\ and copy the opm.db to my desktop and delete the file from the directory. After doing that, I am now able to launch Adobe Muse. I hope this marks the end of my subscription/Muse problems! Thanks! 

one note, my file was not located in the above directory, but was in the c:\users\<username>\appdata\local\adobe\oobE

4 replies

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WMRosioara
Participant
May 15, 2012

I started having this problem when I ordered my Muse subscription and upgraded to the new "live" version on May 12th.  I have been on several chat support sessions and no one seems to be able to help with this. The standard response is, "we will have to escalate this to the next level support", and "someone will contact you in a few business days.". Unfortunately, I don't have a few business days to wait..I have not been able to update my website for four days!.  I am using Windows 7 Enterprise, with no option of using Windows 7 Home.  Is there a fix for this problem?  I am on the verge of canceling my adobe muse and business catalyst subscriptions. I can't afford to be down for this long.  Also, I found out that there is no telephone support for Muse.. that should not be the case for paying customers.  If anyone has the answer to this subscription "Further account information is needed" problem, please HELP!!!!

D
DMabreyAuthor
Known Participant
May 15, 2012

WMElliot,

I ended up asking for a refund.  You can find the refund link on your order page.   I was unaware there was no phone support for Muse that IS unnacceptable.   Are you sure?  Because in an earlier post in this thread Jeff told someone to contact their telephone support.

I didn't think that my problem was with Windows Home vs. Professional.  I just assumed that it had to deal with the fact I had CS6 installed (not from the creative cloud) and that there was some sort of "bad blood" going on between the two (or maybe the beta did not uninstall properly). 

The machine I installed it on where it DID work was a brand new clean windows 7 install (it was a VM on my regular box).  If anyone actually gets a fix to this I would like to know because I liked the software I just could not stand it not working (plus I hate the subscription idea but was willing to tolerate it).

W
WMRosioara
Participant
May 15, 2012

Thanks Denbo68 for the reply.   I guess I will have to get a refund because I still have not heard from Adobe on this issue.  Fixing this doesn't seem to be a priority on their end and when it comes to this product, they don't seem to care about their customer base.

Yesterday,  I tried calling the 1800 # and as soon as I selected my product (Muse), it responded with Muse telephone support is not available, and to visit the on-line support.

Anyway, as you know, this is terribly frustrating and on top of that to be paying for a product that I can't use is absurd!

Rafael Tuduri
Rafael Tuduri
Participant
May 13, 2012

Hi team! I have the same problem with muse, with a cloud subscription

*-  I tried to log onto http://www.businesscatalyst.com/admin/Index.aspx and I can't enter

*-  I tried to assign another ID as commented above, nor I could.


I keep waiting for solutions, thanks!


Rafael Tuduri

AUGM / ACP / AIP

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
May 13, 2012

Rafael first have you reviewed this thread completely and tried everything suggested?  Second can you confirm that you are able to log into https://creative.adobe.com/ and have downloaded and installed other software?

Rafael Tuduri
Rafael Tuduri
Participant
May 13, 2012

Hi Jeff, I explain my situation

* - I've checked everything mentioned in this thread

* - I've also reviewed: http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

* - I installed other software and works well. Edge told me that was installed on 90-day trial. (only Edge)

* - the problem only appears in Windows 7 Pro. I tested on Mac and Win7 Home and works well. (Muse don't ask me my ID to use )

* - Once I login from mac, also allowed me to enter to: http://www.businesscatalyst.com/admin/Index.aspx (It seems I have test account or Partner. He invites me to upgrade) Is the right plan with cloud suscription?

* - I uninstalled everything, re-tested in Windows 7 Pro and I still can't enter in Muse. I have disabled firewall and antivirus.

THANKS FOR ALL, and sorry for my bad english (I'm spanish)

A
Anonymous
May 11, 2012

I have same problem.

Please help!

AllDayDev2
AllDayDev2
Inspiring
May 11, 2012

Juerg and Denbo, can you both try logging in here and let us know if it is successful?

http://www.businesscatalyst.com/admin/Index.aspx

A
Anonymous
May 11, 2012

I can't. "ERROR: Either your username, password or both are incorrect [ERROR: 1]."

Vikrant R
Vikrant R
Inspiring
May 11, 2012

From the look of it it is possible that the product is unable to contact the server. I wonder if you might be behind a firewall or proxy.

Is there something on your computer that could prevent the product to connect to the internet?

If you share some more information, it'll help figure out the issue.

D
DMabreyAuthor
Known Participant
May 11, 2012

I am using Norton Internet Security 2012 as a firewall.  I went into the network setting and turned the firewall off and tried get Muse to authenticate.  That did not work.   I am sitting behind a Netgear router at home that has nothing 'special' about it set.

I installed CS6 Production Premium (download) earlier in the week and had no problem authenticating it and none of my settings have changed.

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