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Kenneth5E9E
Participating Frequently
January 12, 2021
Question

"Could not start Adobe Acrobat DC Pro due to lack of Internet access."

  • January 12, 2021
  • 1 reply
  • 897 views

Hello.

 

2 end users in Bergen municipality report:

"Could not start Adobe Acrobat DC Pro due to lack of Internet access."

 

This has been working OK until recently. I have checked with the end user that the Internet proxy is OK configured.

Has Adobe recently changed the config for access to Adobe servers ie changed from standard tcp ssl web port 443?

 

Regards

Kenneth Knudsen

(Edited by moderator : personal information removed)

 

 

This topic has been closed for replies.

1 reply

S
Community Manager
SuJoshiCommunity Manager
Community Manager
January 12, 2021

Hello,

The above error generally comes when the application is not able to connect to the Adobe server. Please check if the users are connected to the internet with no restrictions. You can check this article to get the list of Adobe Network Endpoints: https://helpx.adobe.com/in/enterprise/kb/network-endpoints.html

 

If the issue persists, please contact the support team directly by initiating a chat session, click on the chat icon on the bottom right corner of this page: https://helpx.adobe.com/support.html. They might have to check the logs from the affected machine to find the root cause of the issue.

    K
    Kenneth5E9EAuthor
    Participating Frequently
    January 14, 2021

    Hello back. 

     

    Please send me exact info on which file path these Adobe log files are located so that I can send the log files to Adobe support.

     

    Regards

    Kenneth

     

    K
    Kenneth5E9EAuthor
    Participating Frequently
    January 14, 2021

    Hello back. 

     

    The Microsoft system Evetlog reported this error message when the end user tried to access Adobe Acrobat Dc Pro after successfully logged into his Creative Desktop application with correct Adober user and passord.

     

    Loggnavn: System
    Kilde: Microsoft-Windows-DistributedCOM
    Dato: 14.01.2021 09:19:06
    Hendelses-ID: 10001
    Oppgavekategori:Ingen
    Nivå: Feil
    Nøkkelord: Klassisk
    Bruker: ADM1\jg145
    Datamaskin: LT05638.adm.bgo
    Beskrivelse:
    Kan ikke starte en DCOM-server: AdobeNotificationClient_2.0.1.8_x86__enpm4xejd91yc!App.AppX5egradqnfhm079htg5w68rv4v0zy0a97.mca som Ikke tilgjengelig/Ikke tilgjengelig. Feil:
    "0"
    Oppstod ved oppstart av følgende kommando:
    "C:\Program Files\WindowsApps\AdobeNotificationClient_2.0.1.8_x86__enpm4xejd91yc\AdobeNotificationClient.exe" -ServerName:App.AppXbdz14xebceycqvrazxqtnx89wn9e0ebz.mca
    Hendelses-XML-fil:
    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
    <System>
    <Provider Name="Microsoft-Windows-DistributedCOM" Guid="{​​​​​1B562E86-B7AA-4131-BADC-B6F3A001407E}​​​​​" EventSourceName="DCOM" />
    <EventID Qualifiers="0">10001</EventID>
    <Version>0</Version>
    <Level>2</Level>
    <Task>0</Task>
    <Opcode>0</Opcode>
    <Keywords>0x8080000000000000</Keywords>
    <TimeCreated SystemTime="2021-01-14T08:19:06.359626100Z" />
    <EventRecordID>53212</EventRecordID>
    <Correlation />
    <Execution ProcessID="1080" ThreadID="1280" />
    <Channel>System</Channel>
    <Computer>LT05638.adm.bgo</Computer>
    <Security UserID="S-1-5-21-2503253683-2432854812-839483327-41777" />
    </System>
    <EventData>
    <Data Name="param1">"C:\Program Files\WindowsApps\AdobeNotificationClient_2.0.1.8_x86__enpm4xejd91yc\AdobeNotificationClient.exe" -ServerName:App.AppXbdz14xebceycqvrazxqtnx89wn9e0ebz.mca</Data>
    <Data Name="param2">0</Data>
    <Data Name="param3">AdobeNotificationClient_2.0.1.8_x86__enpm4xejd91yc!App.AppX5egradqnfhm079htg5w68rv4v0zy0a97.mca</Data>
    <Data Name="param4">Ikke tilgjengelig</Data>
    <Data Name="param5">Ikke tilgjengelig</Data>
    </EventData>
    </Event>

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