Connection problem even when I can log in to my account on web browser

Community Beginner ,
Apr 09, 2021 Apr 09, 2021

Copy link to clipboard

Copied

With web browser, I can visit many sites including my account at adobe.com.

 

When I open Acrobat Pro DC, however, I get error message:

Are you connect to the internet?

We can't verify your subscription status.

 

Mac mini

macOS 11.2.3

Connected to internet via Ethernet cable

 

In China currently. Tried with and without VPN.

TOPICS
General troubleshooting

Views

129

Likes

translate

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines

correct answers 1 Correct Answer

Community Beginner , Apr 10, 2021 Apr 10, 2021
Thanks. I contacted Adobe customer care by phone. The technician remote controled my mac. She uninstalled and installed Acrobat Pro DC. The problem solved.

Likes

translate

Translate

Translate
Community Beginner ,
Apr 09, 2021 Apr 09, 2021

Copy link to clipboard

Copied

Screen Shot 2021-04-09 at 3.01.47 PM.png

Likes

translate

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Apr 09, 2021 Apr 09, 2021

Copy link to clipboard

Copied

Hi there

 

Hope you are doing well and sorry for the trouble. As described you are getting the error 'We can not verify your subscription status'

 

Do you have any security software installed on your machine that might be conflicting with Adobe Acrobat DC and causing the issue? Please check out the help page https://helpx.adobe.com/acrobat/kb/cant-verify-your-subscription-status.html and see if that helps.

 

Also, please check out  the steps provided in the help page https://helpx.adobe.com/download-install/kb/cannot-verify-subscription-offline-mode.html and see if that works for you.

 

If it still doesn't work, please test your connection with Adobe servers and rest your host file as described in the help page https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html , operating system hosts files map host names to IP addresses. An incorrectly configured hosts file can affect your computer's ability to connect to Adobe's activation servers.

 

Hope this information will help.

 

Regards

Amal

Likes

translate

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Apr 10, 2021 Apr 10, 2021

Copy link to clipboard

Copied

Thanks.

 

I contacted Adobe customer care by phone. The technician remote controled my mac. She uninstalled and installed Acrobat Pro DC. The problem solved.

Likes

translate

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines