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M
Mike233014139ega
Participant
October 30, 2024
Answered

Acrobat 2017 "Please Connect to the Internet and Retry"

  • October 30, 2024
  • 1 reply
  • 1108 views

I have a user that got a new computer. We moved the Acrobat 2017 license from the old system to the new system. I was able to install the software with no issues. When we open the program it propmts to sign in. When we select sign in now it goes to a screen that reads "Please connect to the internet and retry". We are connected to the internet and the clock on the system is correct. I can go to https://lm.licenses.adobe.com/vact/ping and get a pong. We can go to https://account.adobe.com/ and login. On the old system we signed out of Acrobrat and did the AcroCleaner to remove the software. I've reinstalled Acrobat 2017 on the new computer and forced the update file to run as well. How can I force the system to recognized that we have a legitimate license and that we need to sign in?

This topic has been closed for replies.
Correct answer S_S

Hi @Mike233014139ega,

 

Hope you are doing well. Sorry for the trouble.

 

Would you mind removing all active sessions and devices from the user's account by going to https://adobe.ly/4frJ53F.

 

Once done, you can try the steps mentioned here for non-cloud subscription products: How to resolve connection errors with Creative Suite applications (https://adobe.ly/3C8Sqiw)

 

Let me know if this helps.


-Souvik

1 reply

S_S
Community Manager
S_SCommunity ManagerCorrect answer
Community Manager
October 30, 2024

Hi @Mike233014139ega,

 

Hope you are doing well. Sorry for the trouble.

 

Would you mind removing all active sessions and devices from the user's account by going to https://adobe.ly/4frJ53F.

 

Once done, you can try the steps mentioned here for non-cloud subscription products: How to resolve connection errors with Creative Suite applications (https://adobe.ly/3C8Sqiw)

 

Let me know if this helps.


-Souvik

    M
    Mike233014139egaAuthor
    Participant
    October 31, 2024

    Not sure if the remove active sessions did the trick or if just waiting a few days after removing from the old system let us move forward. But I was able to sign in on the new computer and get the license working. Thanks for your response.

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    November 1, 2024

    @Mike233014139ega Removing any active sessions removes the possibility of any conflict when trying to launch the program and setting it up.

     

    -Souvik

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