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SallyAnderson
Inspiring
May 30, 2022
Answered

Plusnet authentication problem

  • May 30, 2022
  • 7 replies
  • 10284 views

Is anyone else who uses Plusnet for ISP having problems openign Adobe applications?  I can login to my account through a webpage but when Creative Cloud tries to open and links to an authenticaiton wepage https://ims-na1.adobelogin.com/ it doesn't work. This appears to be a Plusnet specific problem. I have two Plusnet accounts in different locations and neither of them work. I cannto open Acrobat Reader or Lightroom etc without being able to authenticate my account. Plusnet doesnt seem to undestand the problem is is at a loss.

    Correct answer SallyAnderson

    It would appear that I have finally - after about a week - solved this problem. Only by a good search around the internet and trying something that I really didn't understand. Someone on the Plusnet forum suggested adding a few DNS codes (no idea what these are). Hopefully this may help anyone else with this obscure problem. So on an iOS system:

    System Preferences>Network (click the padlock to unlock if needed)>WiFi>Advanced>DNS>click + to add DNS server and add 212.159.13.49, click + again to add 212.159.13.50. `click + in Search Domains and add *adobelogin.com. Click OK Click Apply.

    7 replies

    Paul98A1
    Paul98A1
    Inspiring
    August 11, 2022

    Oh man, this seems to have solve months of hair pulling, forum hunting and generally losing the will to live. I only started to connect the dots with After Effects not Saving, Importing or Autosaving with the Creative Cloud App connection issues a couple of weeks back, after assuming it was merely AE and Mac settings related. SOooooooo frustrating, hours of lost work and lost time. I narrowed it down to a possible router issue when Hotspotting worked, resetting the router seemed to let the web pages load but not solve the CC App or AE problem. Fingers crossed adding the DNS Server you've listed seems to have worked so far.  I'm a professional Freelance Animator, this issue has had a massive impact on my work. Thanks (hopeful anticipation it continues to work and Adobe or PlusNet don's screw things up again.) 

    H
    henry218168220fub
    Participant
    July 9, 2022

    Thankyou! I've spent the last couple of weeks trying to work this out and then giving up after trying everything each time. Been through so many suggested paths included uninstalling/reinstalling etc. 

    Running macbook pro, with 10.15.7 and full adobe suite. 

    Whenever I tried to load any of the adob pages it would just freeze/crash or come up with a page that says: 

    ims-na1.adobelogin.com’s server IP address could not be found.

    The creative cloud desktop app would also not connect. Not sure if this will fix my ongoing adobe issues with the other apps / sluggish use and aftereffects not saving at all - but possibly they just couldn't connect. 
    I realised something was odd when I was thethered to my phone at home and could load creative cloud desktop app fine. 

     

    Tuscany Now and More ltd.
    Tuscany Now and More ltd.
    Participant
    June 15, 2022

    I've had the same issue and thanks to you now sorted!

    C
    crooksdesign
    Participating Frequently
    June 15, 2022

    Same problem here. I had spent over 8 hours on various calls with the Adobe Care Team who kept just cleaning and re-installing my CC app.  They absolutely refused to believe it was just the Adobe servers I was having a problem connecting to.  I've still not had an adequate explanation as to why this happens.  

     

    Just to clarify my issue for those that it might help

    - I can't connect to the Adobe Verification Server (so CC just hangs), or log into my Adobe account through a browser.  If you try to troubleshoot using this page https://helpx.adobe.com/uk/x-productkb/policy-pricing/activation-network-issues.html. you can't see the 2 logos it suggests you try to access.  Just to confirm, there are no other webpages or services I can't access, so its not a browser connection issue.

    - First of all the Adobe Team suggested it was because I was running OS 12.1 and not the latest 12.4.  That is not the issue.

    - They then insisted it must be a firewall/connection issue. I have called Plusnet they contend there are no Firewalls or restrictions in place that would prevent a connection to Adobe.

    - I can see the logos and connect to Adobe using a Windows 10 machine, so it is obviously not a router issue, it is only a Mac issue.

    - This was then sent to a 'higher team', (and after a few emails rebutting their suggestions it must be a firewall issue..), they eventually suggested I change my DNS settings to a CISCO DNS server.  This worked an I can now connect.  I'm not sure I consider this 'fixed' through, this is just a work-around.

     

    My router had automatically set my DNS setting to connect to the router.  The router then uses the Plusnet DNS server 212.159.6.9 to resolve the DNS requests.  Interestingly, if I just add the Plusnet DNS server 212.159.6.9 directly into my Mac network settings, this also works, so there is oviously an issue between Adobe and getting the DNS server via a Plusnet router.  It does suggest a problem with the router, but how come I can connect with our Windows 10 machine just fine?

     

    For those that would want to know - this was the solution from Adobe:

    1. From the Apple menu, select System Preferences. The window shown below appears.
    2. 1. Click Network. The window shown below appears.
    3. 2. Select a network interface from the sidebar.
    4. 3. Click Advanced.
    5. 4. Click the DNS tab. ...
    6. 5. Click the + button to add a new DNS server.
             208.67.222.222
             208.67.220.220
    1. 5. Click OK.
    2. 6. Click Apply.

    (or in my case I just added the Plusnet DNS 212.159.6.9 server)

    S
    SallyAndersonAuthor
    Inspiring
    June 15, 2022

    It's a problem which seems only to be affecting those who use a Mac and Plusnet. Probably too few for Plusnet to be bothered to work out how to resolve it. I raised an issue with them but it got me nowhere. I also Tweeted it to no avail. https://twitter.com/sallyanderson16/status/1535340954349195265?s=21&t=KqX6fkHYcHs_uv-PJRcPsQ

      M
      moj31998307
      Participant
      July 10, 2022

      thank you for this. It has resolved the prob;em for me too. After trying everything else I thought I'd have to cancel my adobe subscription and move to Capture One. I've downloaded the 30 day trial and giving it a try. Early days but I think I may prefer it to Lightroom. I would probably not have tried it had I had not had this issue with Adobe /Plusnet.

      Either way this has resolved my Adobe issue so i'll decide which one to go with after I've explored captue one a bit more.

      Thanks once again Sally for resolving and posting this.

      K
      krittikal
      Participant
      June 2, 2022

      Thank you so much for posting this. I also have Plusnet and have been trying to figure this out for a week with various operators from adobe and apple. The solution you posted worked straight away. Thank you.

      S
      SallyAndersonAuthorCorrect answer
      Inspiring
      May 31, 2022

      It would appear that I have finally - after about a week - solved this problem. Only by a good search around the internet and trying something that I really didn't understand. Someone on the Plusnet forum suggested adding a few DNS codes (no idea what these are). Hopefully this may help anyone else with this obscure problem. So on an iOS system:

      System Preferences>Network (click the padlock to unlock if needed)>WiFi>Advanced>DNS>click + to add DNS server and add 212.159.13.49, click + again to add 212.159.13.50. `click + in Search Domains and add *adobelogin.com. Click OK Click Apply.

        Jeffrey_A_Wright
        Community Manager
        Jeffrey_A_WrightCommunity Manager
        Community Manager
        May 31, 2022

        Sally, thank you very much for posting this information.  Did you ever encounter any specific error messages while trying to contact Adobe servers?  If so, did the same error message persist in multiple web browsers?

        S
        SallyAndersonAuthor
        Inspiring
        May 31, 2022

        I tended, I think, to get the message 'Unable to reach Adobe servers', otherwise the wheel kept spinning and nothing happened. I only used Google Chrome. TBH I didn't think of changing my default to Safari and trying again but I expect I would have had the same problem as it was a connection issue to the Adobe authentication sites. If you use a different ISP to me, then presumably you'd need different DNS settings to add to those I have put in above.

          Nancy OShea
          Community Expert
          Nancy OSheaCommunity Expert
          Community Expert
          May 30, 2022

          More likely this is a connection and/or browser issue. 

           

          1. Your system must enable TLS 1.2 connections or higher for security reasons.

          https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html

           

          2. Use a good browser like Chrome or Firefox with latest updates that allows cookies and does NOT have script blockers. 

           

          3. Test Connection to Adobe's Servers:

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

           

          Nancy O'Shea— Product User & Community Expert
          S
          SallyAndersonAuthor
          Inspiring
          May 30, 2022

          Yes, I think I stated that it is a connection issue.

          I use Google Chrome. I cannot access Adobe servers using step 3.

          I have no idea what Step 1 means but it appears that others on the Plusnet forum with similar issues have resolved the problem by getting a new router. So wondering if that's what it is.

          Nancy OShea
          Community Expert
          Nancy OSheaCommunity Expert
          Community Expert
          May 30, 2022

          Before you go down a router rabbit hole, try connecting via another Internet provider, public WiFi for example.

           

          The usual culprits are AV/Firewall.

           

          If you have modern equipment with latest OS and browsers, TLS1.2 connections should be enabled by default.  But not so with older systems & software.

           

          Nancy O'Shea— Product User & Community Expert
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