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Error: Can't verify subscription

Engaged ,
Feb 20, 2024 Feb 20, 2024

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Could anyone please help me solve this error?  I'm on Windows 11 23H2 Build 22631.3155, and there's nothing wrong with my internet connection.  When I try to open an Adobe app, I get this error.  Thank you!

Adobe_Error.png

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App installs and updates , Others

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correct answers 1 Correct answer

Community Expert , Feb 20, 2024 Feb 20, 2024

confirm that you can connect to the secure adobe servers by reading, http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

 

do you see both logos after clicking "link"?

 

if you can and still see a connection error try these steps, https://helpx.adobe.com/download-install/kb/common-network-connectivity-issues.html

 

if those all fail, white list the adobe network endpoints, https://helpx.adobe.com/enterprise/kb/network-endpoints.html

 

or, if you’re trying to activate

...

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Community Expert ,
Feb 20, 2024 Feb 20, 2024

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confirm that you can connect to the secure adobe servers by reading, http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

 

do you see both logos after clicking "link"?

 

if you can and still see a connection error try these steps, https://helpx.adobe.com/download-install/kb/common-network-connectivity-issues.html

 

if those all fail, white list the adobe network endpoints, https://helpx.adobe.com/enterprise/kb/network-endpoints.html

 

or, if you’re trying to activate a perpetual license, you can try offline activation by disconnecting your computer from the internet, starting activation and using https://aoes-stage.licensingstack.com/aoes/aoes/v1/imsauthstatus

 

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Engaged ,
Feb 20, 2024 Feb 20, 2024

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Thanks, kglad, I'm running down your list.  I don't see both logos, only this one. 
adobe_image.png
Previously, I tried the instructions involving the Web Credentials, and there are none. Just mentioning in case that's a clue (image below).  I'm still trying your list of solutions...
web_credentials.png

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Community Expert ,
Feb 20, 2024 Feb 20, 2024

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reset your hosts file or clear adobe references from it

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Engaged ,
Feb 20, 2024 Feb 20, 2024

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The PONG test does say "Pong", so I guess I have a connection.  Here's something that might be helpful.  When I try to start AE, I get this error:
AE_Error.png

But that location has "Public" before the "Documents" name.  What are the "Public" folders?  What does it mean by "Public"?  Thank you!
Public_Docs.png

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Engaged ,
Feb 20, 2024 Feb 20, 2024

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OK, kglad, that error went away... something worked! 😉 But I still have the error about looking for Public/Documents.  Are Public folders something I want?  I don't undestand what it means, but it sounds like it might not be a good idea?  Thanks!

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Community Expert ,
Feb 20, 2024 Feb 20, 2024

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that might be your cloud files, but seeing the error message would be more helpful.

 

and do you know which step fixed connecting to adobe's secure servers?

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Engaged ,
Feb 20, 2024 Feb 20, 2024

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I uploaded a screen grab of the error message about the Public Documents folder is in my last post above.
After I did the Pong test, I restarted (not sure if that helped) and it was OK.  Could that be what fixed it? 

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Community Expert ,
Feb 20, 2024 Feb 20, 2024

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a restart fixed it.

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