"Could not start Adobe Acrobat DC Pro due to lack of Internet access."

[Kenneth5E9E]

Hello.

2 end users in Bergen municipality report:

"Could not start Adobe Acrobat DC Pro due to lack of Internet access."

This has been working OK until recently. I have checked with the end user that the Internet proxy is OK configured.

Has Adobe recently changed the config for access to Adobe servers ie changed from standard tcp ssl web port 443?

Regards

Kenneth Knudsen

(Edited by moderator : personal information removed)

[SuJoshi]

Hello,

The above error generally comes when the application is not able to connect to the Adobe server. Please check if the users are connected to the internet with no restrictions. You can check this article to get the list of Adobe Network Endpoints: https://helpx.adobe.com/in/enterprise/kb/network-endpoints.html

If the issue persists, please contact the support team directly by initiating a chat session, click on the chat icon on the bottom right corner of this page: https://helpx.adobe.com/support.html. They might have to check the logs from the affected machine to find the root cause of the issue.

[Kenneth5E9E]

Hello back. 

Please send me exact info on which file path these Adobe log files are located so that I can send the log files to Adobe support.

Regards

Kenneth

[Kenneth5E9E]

Hello back. 

The Microsoft system Evetlog reported this error message when the end user tried to access Adobe Acrobat Dc Pro after successfully logged into his Creative Desktop application with correct Adober user and passord.

Loggnavn: System
Kilde: Microsoft-Windows-DistributedCOM
Dato: 14.01.2021 09:19:06
Hendelses-ID: 10001
Oppgavekategori:Ingen
Nivå: Feil
Nøkkelord: Klassisk
Bruker: ADM1\jg145
Datamaskin: LT05638.adm.bgo
Beskrivelse:
Kan ikke starte en DCOM-server: AdobeNotificationClient_2.0.1.8_x86__enpm4xejd91yc!App.AppX5egradqnfhm079htg5w68rv4v0zy0a97.mca som Ikke tilgjengelig/Ikke tilgjengelig. Feil:
"0"
Oppstod ved oppstart av følgende kommando:
"C:\Program Files\WindowsApps\AdobeNotificationClient_2.0.1.8_x86__enpm4xejd91yc\AdobeNotificationClient.exe" -ServerName:App.AppXbdz14xebceycqvrazxqtnx89wn9e0ebz.mca
Hendelses-XML-fil:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Microsoft-Windows-DistributedCOM" Guid="{​​​​​1B562E86-B7AA-4131-BADC-B6F3A001407E}​​​​​" EventSourceName="DCOM" />
<EventID Qualifiers="0">10001</EventID>
<Version>0</Version>
<Level>2</Level>
<Task>0</Task>
<Opcode>0</Opcode>
<Keywords>0x8080000000000000</Keywords>
<TimeCreated SystemTime="2021-01-14T08:19:06.359626100Z" />
<EventRecordID>53212</EventRecordID>
<Correlation />
<Execution ProcessID="1080" ThreadID="1280" />
<Channel>System</Channel>
<Computer>LT05638.adm.bgo</Computer>
<Security UserID="S-1-5-21-2503253683-2432854812-839483327-41777" />
</System>
<EventData>
<Data Name="param1">"C:\Program Files\WindowsApps\AdobeNotificationClient_2.0.1.8_x86__enpm4xejd91yc\AdobeNotificationClient.exe" -ServerName:App.AppXbdz14xebceycqvrazxqtnx89wn9e0ebz.mca</Data>
<Data Name="param2">0</Data>
<Data Name="param3">AdobeNotificationClient_2.0.1.8_x86__enpm4xejd91yc!App.AppX5egradqnfhm079htg5w68rv4v0zy0a97.mca</Data>
<Data Name="param4">Ikke tilgjengelig</Data>
<Data Name="param5">Ikke tilgjengelig</Data>
</EventData>
</Event>

[SuJoshi]

Hello Kenneth,

You can use the log collector tool to collect the logs from the machine which can be shared with the support team: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

[Kenneth5E9E]

Hello back.

Hello.

Is it poosible to upload the adobe LogCollector file  in .zxp file format in this community thread,

Or do I nedd to await response from the Adobe LogCollector Tool <cbsbldr@adobe.com>   support e-mail ?

The end user has the urgent need for investigating his adobe LogCollector file as soon as possible, because his adobe acrobat dc function do not work at the moment.

He need this application by his  everyday work.

Best regards

Kenneth Knudsen

[Kenneth5E9E]

Hello again,

What is the expected response time in this type of case?

The end user has submitted the current Adobe diagnosis file report and is waiting impatiently for an answer or explanation of this Adobe license issue that has occurred after the New Year

It is urgent for the end user / registrant in these 2 cases.

Hoping for a fast reply

Regards

Kenneth Knudsen

Bergen municipality - Norway