I cant sign in to the Adobe website on my Mac.

Community Beginner ,
Jun 18, 2022 Jun 18, 2022

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Every time I click the Sign In button the whole website crashes. Every other site works fine on the Mac and I can access Adobe on my Windows PC from the same connection. What is going on?!

I have deleted my cookies, tried a different browser and done multiple restarts, but nothing works. The site still crashes.

 

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Activation , Creative Cloud , Installation

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correct answers 1 Correct answer

Community Beginner , Jun 19, 2022 Jun 19, 2022
For anyone who finds this, having the same problem. I have managed to fix this issue be completely uninstalling and re installing my browser. That seems to have reset the DNSSEC settings and I can get back to the log in page now. Thanks to all who replied and tried to help out!

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Adobe Community Professional ,
Jun 18, 2022 Jun 18, 2022

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adobe's website is not crashing.  is your browser closing after you click sign in?

 

can you sign in to your account,  https://accounts.adobe.com

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Community Beginner ,
Jun 18, 2022 Jun 18, 2022

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The browser isn't closing no. It tries to load and every time I get dumped on a "That address couldn't be found" page.

 

Signing in to my account is exactly what im trying to do. If i click on that link it takes me back to the same page. doesnt matter how i try to get to the log in screen, the same thing happens every time.

 

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Adobe Community Professional ,
Jun 18, 2022 Jun 18, 2022

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clear your browser's cache and cookies and retry.

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Community Beginner ,
Jun 18, 2022 Jun 18, 2022

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This was one of the first things I tried I'm afraid.

 

I have used entirely different browsers, same result.

I have connected to a hotspot through my phone, same result.

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LEGEND ,
Jun 18, 2022 Jun 18, 2022

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Take a look at the hosts file with textEdit. It is in /etc. see if any lines mention Adobe. At this stage don't try to fix it, but let us know what you find. 

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Community Beginner ,
Jun 18, 2022 Jun 18, 2022

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Nothing about Adobe, just this:

 

# Host Database

#

# localhost is used to configure the loopback interface

# when the system is booting. Do not change this entry.

#

# 127.0.0.1 localhost

255.255.255.255 broadcasthost

::1 localhost

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Adobe Community Professional ,
Jun 18, 2022 Jun 18, 2022

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do you have the cc desktop app installed, and if so, can you open it?

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Community Beginner ,
Jun 18, 2022 Jun 18, 2022

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I did, but it wouldnt let me log in.

So I uninstalled it, with the intent of re installing from the website, and now I'm locked out of that too.

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Adobe Community Professional ,
Jun 18, 2022 Jun 18, 2022

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using a browser that allows popups and cookies, contact adobe support by clicking 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

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Adobe Community Professional ,
Jun 18, 2022 Jun 18, 2022

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Which anti-virus and firewall do you use?

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
Jun 18, 2022 Jun 18, 2022

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None, and None.

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Adobe Community Professional ,
Jun 18, 2022 Jun 18, 2022

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quote

None, and None.


By @alecd72059996

===========

 ☠️  I see.

 

Virus Cleaner for Mac

https://apps.apple.com/app/apple-store/id1068435535

 

How to Remove Browser Hijackers Virus on Mac ~

https://cleanerone.trendmicro.com/blog/how-to-remove-browser-hijackers-redirect-virus-on-mac/

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
Jun 18, 2022 Jun 18, 2022

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I appreciate it, but this isnt a virus issue. I promise. I don't install random things off the internet, and aside from that this has happened out of the blue.

 

I've dug further in to the error message that I'm getting and it looks like it has something to do with the DNSSEC authorisation.

https://social.technet.microsoft.com/Forums/en-US/e2a12a2b-3253-478e-9483-f305ecc2f4c9/unable-to-res...

 

Just a reminder, I am on Mac however.

 

My computer literacy is somewhere between; Knowing I don't have a virus, and not knowing the finer details of DNS protocol.

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Adobe Community Professional ,
Jun 18, 2022 Jun 18, 2022

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Just because you don't knowingly download stuff off the internet doesn't exempt you from virus threats.  They lurk pretty much everywhere.

 

That said, you may be right about another issue. But I would rule out viruses just the same.  Better safe than sorry.

 

Also see this help article.

https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Adobe Community Professional ,
Jun 18, 2022 Jun 18, 2022

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again, using a browser that allows popups and cookies, contact adobe support by clicking 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

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Community Beginner ,
Jun 19, 2022 Jun 19, 2022

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For anyone who finds this, having the same problem. I have managed to fix this issue be completely uninstalling and re installing my browser. That seems to have reset the DNSSEC settings and I can get back to the log in page now.

 

Thanks to all who replied and tried to help out!

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Adobe Community Professional ,
Jun 20, 2022 Jun 20, 2022

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glad to hear the problem's fixed.

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