Granting Online Exception Failed

Report · Sep 25, 2014

Hi All

i am using Customization Wizard XL to customize Adobe Acrobat Pro 11

i am trying to grant an offline exception but when i do i get an error

"offline exception grant process failed. please refer to the oobelib.log file in %temp folder.

details of the log are below

from what i can see its either saying the serial number is invalid or it cant see the server?

can someone in the know advise ?

2014-09-25 16:04:50 [3836] Adobe PRTK: __OOBELIB_LOG_FILE__

2014-09-25 16:04:50 [3836] Adobe PRTK: *** Adobe PRTK tool START ***

2014-09-25 16:04:50 [3836] Adobe PRTK: Adobe PRTK tool VolumeSerialize invoked

2014-09-25 16:04:50 [3836] Adobe PRTK: C:\Users\packager\AppData\Local\Temp\Cus378E1100

2014-09-25 16:04:50 [3836] Adobe PRTK: creating C:\Users\packager\AppData\Local\Temp\Cus378E1100\prov.xml

2014-09-25 16:04:50 [3836] OOBELib: *************OOBELib Session Starts*************

2014-09-25 16:04:50 [3836] OOBELib: Version 6.2.0.42,6.2

2014-09-25 16:04:50 [3836] PCDService: PCD Service in non-threaded mode

2014-09-25 16:04:50 [3836] OPMWrapper: Failed in getting value for key in OPMGetValueForKey

2014-09-25 16:04:50 [3836] OOBELib: Failed to get Proxy username in OPM DB

2014-09-25 16:04:50 [3836] AXFBLicensing: Failed to load axlib.dll, trying again

2014-09-25 16:04:50 [3836] AXFBLicensing: Failed to load axlib.dll, trying again with axlib in ACF

2014-09-25 16:04:50 [3836] AXFBLicensing: Failed to load axlib.dll from ACF

2014-09-25 16:04:50 [3836] OOBELib: Received Params for Online Validation : Driver : V6{}AcrobatPro-AS2-Win-GM, Caller : 3

2014-09-25 16:04:50 [3836] OOBELib: received LEID : V6{}AcrobatPro-AS2-Win-GM

2014-09-25 16:04:50 [3836] OOBELib: Supported Locales : ALL

2014-09-25 16:04:50 [3836] OOBELib: OOBELib ValidateSerialOnline

2014-09-25 16:04:50 [3836] OOBELib: Validate using Driver LEID : V6{}AcrobatPro-AS2-Win-GM, App LEID : <blank>, SN : 970799552278686068126364

2014-09-25 16:04:50 [3836] OOBELib: Failed to get system default proxy in setProxyCredentialsForIALSession

2014-09-25 16:04:50 [3836] OOBELib: Failed to set proxy credentials for IAL session while validating serial number

2014-09-25 16:04:50 [3836] OOBELib: HTTPCommunicationAgent::processMessage is https://lm.licenses.adobe.com/aes/aes/v1/serialInfo (extURL=)

2014-09-25 16:04:51 [3836] OOBELib: HTTP Request Status code 200.

2014-09-25 16:04:51 [3836] OOBELib: HTTPCommunicationAgent- Return Code:[0] response size-[213] time taken-[1110.54]ms.

2014-09-25 16:04:51 [3836] OOBELib: Got error from server-[16].

2014-09-25 16:04:51 [3836] OOBELib: ErrDesc from server: No LEID in common for the serial number and driver leid combination..

2014-09-25 16:04:51 [3836] OOBELib: Validate Serial status-[528] took-[1127.65]ms.

2014-09-25 16:04:51 [3836] OOBELib: OOBELib IAL VSN Common LEID not found

2014-09-25 16:04:51 [3836] OOBELib: OOBELib IAL ValidateSerial call has failed : 528

2014-09-25 16:04:51 [3836] OOBELib: Using Driver/ALL combination for offline/invalid SNs scenario

2014-09-25 16:04:51 [3836] OOBELib: SN validated for AAMEE mode

2014-09-25 16:04:51 [3836] OOBELib: OOBELib stat = 257

2014-09-25 16:04:52 [3836] Adobe PRTK: Failed to validate the serial number

2014-09-25 16:04:52 [3836] Adobe PRTK: Return code 14

2014-09-25 16:04:52 [3836] Adobe PRTK: *** Adobe PRTK tool END ***

2014-09-25 16:45:03 [1796] Adobe PRTK: *** Adobe PRTK tool START ***

2014-09-25 16:45:03 [1796] Adobe PRTK: Adobe PRTK tool VolumeSerialize invoked

2014-09-25 16:45:03 [1796] Adobe PRTK: C:\Users\packager\AppData\Local\Temp\CusF8211100

2014-09-25 16:45:03 [1796] Adobe PRTK: creating C:\Users\packager\AppData\Local\Temp\CusF8211100\prov.xml

2014-09-25 16:45:03 [1796] OOBELib: *************OOBELib Session Starts*************

2014-09-25 16:45:03 [1796] OOBELib: Version 6.2.0.42,6.2

2014-09-25 16:45:03 [1796] PCDService: PCD Service in non-threaded mode

2014-09-25 16:45:04 [1796] OPMWrapper: Failed in getting value for key in OPMGetValueForKey

2014-09-25 16:45:04 [1796] OOBELib: Failed to get Proxy username in OPM DB

2014-09-25 16:45:04 [1796] AXFBLicensing: Failed to load axlib.dll, trying again

2014-09-25 16:45:04 [1796] AXFBLicensing: Failed to load axlib.dll, trying again with axlib in ACF

2014-09-25 16:45:04 [1796] AXFBLicensing: Failed to load axlib.dll from ACF

2014-09-25 16:45:04 [1796] OOBELib: Received Params for Online Validation : Driver : V6{}AcrobatPro-AS2-Win-GM, Caller : 3

2014-09-25 16:45:04 [1796] OOBELib: received LEID : V6{}AcrobatPro-AS2-Win-GM

2014-09-25 16:45:04 [1796] OOBELib: Supported Locales : ALL

2014-09-25 16:45:04 [1796] OOBELib: OOBELib ValidateSerialOnline

2014-09-25 16:45:04 [1796] OOBELib: Validate using Driver LEID : V6{}AcrobatPro-AS2-Win-GM, App LEID : <blank>, SN : 970799552278686068126364

2014-09-25 16:45:04 [1796] OOBELib: Failed to get system default proxy in setProxyCredentialsForIALSession

2014-09-25 16:45:04 [1796] OOBELib: Failed to set proxy credentials for IAL session while validating serial number

2014-09-25 16:45:04 [1796] OOBELib: HTTPCommunicationAgent::processMessage is https://lm.licenses.adobe.com/aes/aes/v1/serialInfo (extURL=)

2014-09-25 16:45:05 [1796] OOBELib: HTTP Request Status code 200.

2014-09-25 16:45:05 [1796] OOBELib: HTTPCommunicationAgent- Return Code:[0] response size-[213] time taken-[1200.92]ms.

2014-09-25 16:45:05 [1796] OOBELib: Got error from server-[16].

2014-09-25 16:45:05 [1796] OOBELib: ErrDesc from server: No LEID in common for the serial number and driver leid combination..

2014-09-25 16:45:05 [1796] OOBELib: Validate Serial status-[528] took-[1281.14]ms.

2014-09-25 16:45:05 [1796] OOBELib: OOBELib IAL VSN Common LEID not found

2014-09-25 16:45:05 [1796] OOBELib: OOBELib IAL ValidateSerial call has failed : 528

2014-09-25 16:45:05 [1796] OOBELib: Using Driver/ALL combination for offline/invalid SNs scenario

2014-09-25 16:45:05 [1796] OOBELib: SN validated for AAMEE mode

2014-09-25 16:45:05 [1796] OOBELib: OOBELib stat = 257

2014-09-25 16:45:06 [1796] Adobe PRTK: Failed to validate the serial number

2014-09-25 16:45:06 [1796] Adobe PRTK: Return code 14

2014-09-25 16:45:06 [1796] Adobe PRTK: *** Adobe PRTK tool END ***

can someone advise what i need to do please?

this has no proxy and is totally open with windows firewall turned off.

regards

Chris

Report · Sep 25, 2014

Yes, it appears there's a license issue since that's a licensing log: 22 Troubleshooting and Support — Enterprise Administration Guide.

However, as you also note, the problem seems to start earlier. Are you providing the serial number correctly for you method/workflow? See 4 Installation Workflows — Enterprise Administration Guide

hth,

Ben

Report · Sep 25, 2014

Hi

i am using the customization wizard and putting the licence in there

then clicking grant offline exception

then i receive the issue above.

i have tried everything.

i dont think its been blocked but everywhere says the issue is if its been blocked by a proxy, but i arent on a proxy at home which was my final test?

Report · Sep 25, 2014

Are you using APTEE? serialization | Adobe Installation and Licensing

Report · Sep 25, 2014

Hi

no as stated above

the adobe customization wizard

then entering the serial and click grant offline exception.

but it fails to validate the licence.

Report · Sep 25, 2014

The tools are not mutually exclusive. Try APTEE.

Are you sure your license is valid?

Report · Sep 25, 2014

id prefer to know why this doesnt work to be honest than try something else.

i hve asked the question its the one i was given.

i arent he first to have the issue, but other people say its firewall related which it isnt in my case.

Report · Sep 26, 2014

Try a couple of things:

- Turn off the Windows Firewall while attempting to get the Offline Exception. This has been known to block web addresses

- Turn off your antivirus/security software package (i.e. Norton, McAfee, etc...) while attempting to get the Offline Exception. Who hasn't had an over zealous security software do weird things?

Proxy is just a way to throttle access. The two items above can entirely block access to a web or port needed by the Adobe Customization Wizard or APTEE.

Report · Sep 26, 2014

Hi Thanks for the answers but i already knew the above wasnt the issue.

turned out to be the serial the client provided, got a new one and everything is fine.

thanks for the help.