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Participant
September 11, 2021
Question

Activation problem Premiere Elements 13 (no internet connection) - Have already tried A LOT!

  • September 11, 2021
  • 2 replies
  • 402 views

Yes, I am still using a mid-2012 Macbook Pro with OSX 10.10.5 Yosemite.  I purchased premiere elements 13 close to when it came out in 2014, upgraded my HD to a better HD in 2016 and had no issues doing a clean reinstall then, particularly with this program.  Fast forward to now in Sep 2021, I just upgraded my HD to an SSD and opted to do another clean install.  I have been able to re-install ALL of my other apps except this one.

 

I realize there are many posts and threads about this no internet connection issue.  I have spent hours reading them all and nothing works. I even tried offline activation, and there's a catch-22 where if you click on the instructions to do it, it takes you straight to a page where you're asked to enter a request code along with your serial # in order to generate a response code, but no where in between was there a discussion of how to get that request code to begin with. And many have posted about that issue too. I searched and anything I found about request codes just took me back to the same page where I was expected to already have one.

 

I have spoken with chat support and they referred me to here.  They also claimed that I needed a new OS, like 10.11 or 10.12 in order to install PE13 from 2014, which makes no sense. If you search for the system requirements for PE13 and click on the link to get the minimum system requirements specifically, it takes you to a page that looks like the requirements for PE13 but if you look at the header, you'll notice it tricked you and sent you instead to the minimum system requirements page for the current iteration, PE2021.  So I think the chat support agent fell for this trick and was just telling me what he saw without checking that it was even referring to the same program I asked about.  I was just using this program on OSX 10.10.5 without issue a few days ago. Sure, I had installed it back in like 2016, but I would think it should still install with issue on that same OS it was previously fine with for years. I did not change my OS or anything else about my computer, and being a clean install, it's in it's optimal state to avoid conflict with old instalations or broken/corrupted files.  It's running great!

 

I have already tried everything on the "Resolve connection errors" Adobe support page that describes this exact same "no internet connection" issue during activation (https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html). Nothing worked.  I also figured I'd try the instructions for using the Creative Cloud Cleaner tool to resolve similar issues (https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html), and nothing worked there either. I have tried using the AdobeLimitedAccessRepairTool, and nothing.  Offline Activation was a sham and didn't give me the info I needed to make it work.  I have also tried a variety of other smaller options from this forum and nothing.  I also downloaded and ran the log collector tool in case anyone wants to see the zxp file.  What am I doing wrong?  This is a legal purchase on my Adobe ID account. In fact, that's how I got the installer. By signing in (clearly with internet), and downloading the installer once the same OS was back up and running on my new SSD. But I still get that "no internet connection" issue no matter what I do.  Help!

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2 replies

Participant
September 12, 2021

The only other factors I can think of that may affect this:  what Java I have running on my macbook pro, whether Adobe Flash Player is needed (despite being renderred obsolete currently), and if it matters when I install this relative to other Adobe products.  I have Adobe Acrobat X Pro and a few programs from the CS5 Production Premium suite.  I can't remember if I tried to install Premiere Elements 13 first, received the "no internet" error and then moved on to install those other 2, or if I installed Acrobat X Pro and CS5 Production Premiere apps first and then tried Production Elements 13.  To rule out any interference, I did a clean uninstall of the other 2 programs using their built-in uninstallers (opted to remove peferences too), then ran the Adobe CC Cleanup tool to ensure there were no lingering problems from the removal. Then I tried again first only with Adobe Preimere Elements 13, and I stil have the same issue with "no internet connection".

John T Smith
Community Expert
Community Expert
September 11, 2021
Participant
September 11, 2021

Thanks.  My default browser, which is Google Chrome, is already using TLS 1.2.  Under where it says Connection, it mentions TLS 1.2 and this is how you verify it.  You go into the developer tools and then Security tab.