We can't verify your subsciption status

Community Beginner ,
Jul 23, 2021 Jul 23, 2021

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I have suddenly found that I cannot open up Lightroom Classic as the message (below) says "We can't verify your subscription access"  This is occurring on both LRC and PS (both 2019 as recent updates are Windows 10 only).  I'm running windows 7 Home Premium 2009 (still waiting on a new computer) and none of the solutions on Adobe Community work under a similar topic work for me.  The Windows 10 solution is gobblededook and the Adobe solution https://helpx.adobe.com/download-install/kb/cannot-verify-subscription-offline-mode.html where deselecting the internet time server made no difference. 
Can anyone give any pointers as to a solution.

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correct answers 1 Correct answer

Adobe Community Professional , Jul 23, 2021 Jul 23, 2021

Hi @brianh15208525,

Adobe deprecated support for connections over TLS 1.0 and TLS 1.1 protocol. As of July 14, 2021 any client systems that do not support the TLS 1.2 will lose access to all Adobe products and services.  

 

Get the TLS 1.2 upgrade from MS for your Win7 device.

https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html#win7

 

Hope that helps.

 

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LEGEND ,
Jul 23, 2021 Jul 23, 2021

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I assume that it just happened to be time for your copy if Adobe Creative Cloud Desktop App (ACCDA) to authenticate with the Adobe servers as to subscription status. 

 

I also assume, that ACCDA could not accomplish that.

 

And a further assumption (maybe one assumption too far) that Internet acess was down just then.

 

Ok

 

If that was the case, and then Internet access came back up, ACCDA may have not noticed that, and continues to think it cannot connect.

 

First up would be that if your Internet access was currently working, after that particular failure, to close LrC, and PS if open, and then restart LrC.  ut, it may be better to cold boot the computer.

 

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LEGEND ,
Jul 23, 2021 Jul 23, 2021

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Another possibility, although, one would think a different error message would come up, not stating  could not reach Adobe Servers, is subscription account.

 

If you bring up Adobe.com, sign in (if you are signed into this community, then you will probably find that you are already signed in) And check your account. Is your e-mail correct? Perhaps more than one account has ben setup. Is your Plan correct?

 

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LEGEND ,
Jul 23, 2021 Jul 23, 2021

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hmm, should have started with:

 

Adobe Creative Cloud Desktop App (ACCDA)

 

Sometimes a diagnostic, and sometimes a remedy is to sign out of ACCDA, then sign back in. 

Watch for any errors.

See if LrC then behaves.

 

Now note, signing out of ACCDA deactivates the creative cloud programs like LrC, Lr, PS, on your computer. Signing back in authenticates the subscription, then reactivates the programs. Assuming subscription is correct and paid.

 

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LEGEND ,
Jul 23, 2021 Jul 23, 2021

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Why is this posting in Download and Install?

Did that change?

 

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Adobe Community Professional ,
Jul 23, 2021 Jul 23, 2021

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Hi @brianh15208525,

Adobe deprecated support for connections over TLS 1.0 and TLS 1.1 protocol. As of July 14, 2021 any client systems that do not support the TLS 1.2 will lose access to all Adobe products and services.  

 

Get the TLS 1.2 upgrade from MS for your Win7 device.

https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html#win7

 

Hope that helps.

 

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

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Community Beginner ,
Jul 24, 2021 Jul 24, 2021

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Well after being frustrated yesterday and shutting down in disgust today was a new day to start with a boot-up from cold.  The problem still exists.  To get the obvious out of the way: my internet has been running normally including accessing Adobe pages to determine a solution; my account is up to date. And I don't know why this is in Download and Install.

 

Nancy''s solution has been tried.  There were 1 important update (from HP) and 5 optional for Windows.  The updates have been activated and the computer restarted.  I still cannot get past that 'We can't verify your account status' window and I can only shut down Lighroom Classic or Photoshop.

 

My next stage was to look at unistalling the CC App and getting into that page Adobe do not recommned it.  However I saw there was on option to repair the App, which I tried.  This gave me the error 207 - Server is not currently responding.

 

Onto uninstalling the CC App which was successful.  Then to re-install the App; received the message 'Unable to reach Adobe servers Error P206'.  There was a suggestion to look at the firewall but I leave this in the hands of McAfee and the firewall is on and I don't know enough to play around with this.

I appreciate the help given so far but I am no further forward, probably a good step back since I am now without the CC App

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Community Beginner ,
Jul 24, 2021 Jul 24, 2021

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Took the bull by the horns and turned off my firewall and tried to create the CC App - same message

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Adobe Community Professional ,
Jul 24, 2021 Jul 24, 2021

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@brianh15208525,

Can you please confirm that TLS 1.2 is installed and enabled within your Win7 registry and computer has been restarted?

https://support.microsoft.com/en-us/topic/update-to-enable-tls-1-1-and-tls-1-2-as-default-secure-pro...

 

If all is good and you still can't connect, please reach out directly to Adobe support for technical assistance.


CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

 

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

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Community Beginner ,
Jul 24, 2021 Jul 24, 2021

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@Nancy OShea 

 

Thank you for this way forward - now 8 pm here and I'm shutting down so will fight another day.  Would appreciate knowing your normal business hours and time zone to allow me to contact if necessary.

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Adobe Community Professional ,
Jul 25, 2021 Jul 25, 2021

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I'm just a fellow product user like you. If it matters, I reside in Pacific Daylight Time. But Adobe support hours vary by region.

 

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

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LEGEND ,
Jul 24, 2021 Jul 24, 2021

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Well darn, thought you had the issue resolved. 

 

I see that you have been given a rare thing,an actual phone number to call Adobe. I wish you luck  for when you make that phone call. (not being sarcastic)

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Community Beginner ,
Jul 24, 2021 Jul 24, 2021

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Thanks for your help @GoldingD but obviously time zones and family needs resulted in the pause in activity.  Appreciate your help.

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Community Beginner ,
Jul 30, 2021 Jul 30, 2021

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Sorry I have not been able to close this out before but I am now able to do so.  Phone call to Adobe, put on hold for about 30 minutes, spoke to a specialist who connected up to my computer, dowloaded and updated as necessary and about 1 hour later all is sorted.  Relief all round.  Thanks to @Nancy OShea and @GoldingD for their patience and help.

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Adobe Community Professional ,
Jul 30, 2021 Jul 30, 2021

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It's good to know that Adobe support was able to get you all sorted.  But it's a shame we don't know what the solution was so we can share it with other users in the same situation.

 

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

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Community Beginner ,
Jul 30, 2021 Jul 30, 2021

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Quite agree with you @Nancy OShea . All I can tell you is that all updates were checked and a latest 'optional' one installed.  Once that was complete a download from Microsoft (MicrosoftEasyFix51044.msi) was brought into play and installed.  This was very effective as it was the last item before LightRoom was brought up again and ran as intended.

 

What was useful was having the phone contact for Adobe and the willingness to sit on the phone.

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Adobe Community Professional ,
Jul 31, 2021 Jul 31, 2021

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Right.  As stated in my first reply on July 23, the MS Easy Fix enables necessary TLS 1.2 connections.

https://support.microsoft.com/en-us/topic/update-to-enable-tls-1-1-and-tls-1-2-as-default-secure-pro...

 

 

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

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Community Beginner ,
Sep 16, 2021 Sep 16, 2021

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The simple way to solve is to change de default browser from Chrome to other (Internet Explore, Mozzilla, Opera).

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