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Error code: 12013

Community Beginner ,
Apr 21, 2024 Apr 21, 2024

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I purchased a trial version of InDesign yesterday (April 19, 2024) but when I tried to use it, I got this error message.

“We can’t verify your subscription status.

We can’t reach the Adobe servers. This may be because you’re not connected to the internet. Check your connection and try again below. If you’re still having issues, please see our connectivity troubleshooting guide. Error code: 12013.”

I was told via virtual chat that day that I would be able to start using my trial version of InDesign at 11:59 pm. At 12:04 am on April 20, 2024 I tried again to use InDesign and I got the same message. I reached out to a virtual assistant again and was told that there was a problem with the servers, and I should give it about 3 hours.

This morning (April 21, 2024) at 09:00 am, I’m still getting the same message and am not able to access InDesign. I'm getting this on Illustrator as well now and I can't get anyone in Live Chat to help.

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correct answers 1 Correct answer

Community Expert , Apr 21, 2024 Apr 21, 2024

someone will need to fix this for you.  use chat so support can connect to your computer.

 

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private me

...

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Community Expert ,
Apr 21, 2024 Apr 21, 2024

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install the cc desktop app from here https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud and use it to install your adobe subscription and trial programs.

 

if you have trouble downloading the cc desktop app or you see an error message when trying to install, make sure you have a compatible os (https://helpx.adobe.com/creative-cloud/system-requirements.html), and use the alternative download links at page bottom here, https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html

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Community Beginner ,
Apr 21, 2024 Apr 21, 2024

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I launch all apps from the Creative Cloud, it's already on my desktop. 

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Community Expert ,
Apr 21, 2024 Apr 21, 2024

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adobe connection errors are common and are not related to whether you're connected to the internet.  they're related to connecting to adobe's secure servers.

 

if you have a non-current os, your default browser must support tls 1.2, https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html

 

to test your default browser's tls you can use , https://clienttest.ssllabs.com:8443/ssltest/viewMyClient.html

 

otherwise, 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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Community Beginner ,
Apr 21, 2024 Apr 21, 2024

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No luck on any of those unfortunately.

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Community Expert ,
Apr 21, 2024 Apr 21, 2024

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someone will need to fix this for you.  use chat so support can connect to your computer.

 

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

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Community Expert ,
Apr 21, 2024 Apr 21, 2024

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in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.



<"moved from using the community bugs">

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Adobe Employee ,
May 01, 2024 May 01, 2024

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Hi there,

We're sorry for the trouble. Did you contact our support team? Was your issue resolved? 

Let us know if you still need help.

Looking forward to your response.

Thanks,

Shivangi

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Community Beginner ,
May 01, 2024 May 01, 2024

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I did get it resolved, a tech reached out to me by phone and helped me.

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Community Expert ,
May 01, 2024 May 01, 2024

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hopefully you revealed no confidential info.

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Adobe Employee ,
May 10, 2024 May 10, 2024

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Thanks for keeping us informed. Would you mind sharing more info that helped you? 

It could be helpful for other users facing the same trouble.

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