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Grip12
Inspiring
June 19, 2023
Answered

Premiere Elements 2023 refuses to access internet

  • June 19, 2023
  • 3 replies
  • 713 views

Just installed PE 2023.  When trying to validate serial number the error message, "Please connect to the internet and retry."  I have double-checked my internet connection and I have PE 2023 allowed access in Firewall.  Any help would be welcomed.

    This topic has been closed for replies.
    Correct answer Grip12

    Bill Sprague

    A fresh install was done last night.  Same problem.  The Adobe agent is trying to find a solution.  Thanks for the encouragement.


    The administrators.

     

    I have had no communication for a week regarding the program's inability to connect to Adobe via internet.  It insists that there is no internet connection.  Previous communications indicated that Adobe staff werer looking for a fix.  An email received on 26 June 2023 asks, "Did it solve your problem?"  There was no solution offered.  Please reply to this post.

    3 replies

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    Grip12Author
    Inspiring
    June 20, 2023

    Thanks, Steve.  I have installed Premiere Elements 2023 on a PC running Windows 10 and a laptop running Windows 11.  The laptop program was able to communicate with Adobe and confirmed installation.  The PC eventually, reluctantly allowed the registration to work, however, in the help button the only internet access allowed is to the User Guide via 'Getting Started' and 'Contact Customer Care'.  Any suggestions, please?

    B
    Community Expert
    Bill SpragueCommunity Expert
    Community Expert
    June 20, 2023

    I'm not Steve, but my first guess is that you have some security or antivirus settings or programs on the Windows 10 PC that might be interfering with the connection to the Adobe servers.  

    G
    Grip12Author
    Inspiring
    June 20, 2023

    Thanks, Bill.  I have checked antivrus programs, firewall, etc.  One app from the Help box opens, but the others do not.  I have corresponded with an Adobe agent and he is having the technical team looking into it.

    B
    Community Expert
    Bill SpragueCommunity Expert
    Community Expert
    June 19, 2023

    If Steve's suggestion doesn't work, start a 'chat' session with an 'agent' here:  https://helpx.adobe.com/contact.html?rghtup=autoOpen

    S
    Steve Grisetti
    Legend
    June 19, 2023

    The site may have been down for the day. Give it another try.

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