"An unexpected error occur processing your request." when launching Muse.

[Pixelhopper]

Reinstalled AIR and Muse 7 on Windows and try to log in on Adobe ID. ID works, I am logged in here.

Issue since Friday. Several questions in this forum but no answers.

Message was edited by: Corey@Adobe Edited title to accurately describe the issue/error

[Gast]

Are you running a firewall? Muse needs to be able to make an http connection to Adobe's servers. Firewalls usually allow this, but it's possible your firewall is set up to block certain http connections. Please try turning off any firewall running on the machine and see if that resolves the error.

[Apayne25]

Corey,

That still didn't work :/. I've tried to allow Muse through and then turned off the firewall but it's a no go. Is there anything else I can do?

-Amy

[Gast]

Amy,

Are you running on a corporate network, or a home network? The following are the exact addresses you need to be able to reach through your firewall:

https://ims-na1.adobelogin.com  : 192.150.3.146

https://adobeid-na1.services.adobe.com  : 192.150.3.150

https://na1r.services.adobe.com  : 192.150.3.51

If you're running on a corporate network it is likely that there are network rules causing this block.

[Pixelhopper]

Has this version changed so a firewall would now block it? Worked on all prior versions.

It's on a corporate network, so probably is a block. But not in Betas 1-6.

[Gast]

Yes, starting with Beta 7 we require authentication to verify use eligibility.

[Pixelhopper]

So I can't work on a file at home on my personal ID, and then at work with same ID? I can use Muse at home (might not be 7, was afraid to upgrade)

[Pixelhopper]

Is there a reset of Adobe ID permissions that can be done? Firewall does not seem to be issue here. This only started Friday after upgrading to 7. Initially in upgrade i locked myself out on entering a password. Am i locked out on this IP?

[Apayne25]

Corey,

I am on a home network. Would my firewall still block those addresses?

-Amy

[julialloyds45]

This type of messages occurs due to occurrence of internal problems that are associated with affected internal files. If these errors are caused by the viruses then Windows Repair Tool such as Reimage Repair Tool can be very useful. This tool efficiently scans the system deeply through it. Reimage takes very small time to find and fix the files system and its components which causes windows errors.

[Apayne25]

Corey,

None of that is working. What else will fix the problem????? Please help!!

-Amy

[Gast]

Your firewall or some other utility may be blocking Muse from connecting. Please make sure you are not running any other utilities (e.g., norton, etc) that could be preventing Muse from connecting to Adobe servers.

If you are certain no other utilities are running, please try searching for and deleting your MBLStore/* and OOBE/opm.db files on your machine. Doing this may resolve the error.

[AlanKarp]

Our IT people insist that there is nothing blocking my requests to the links you provided in an earlier response.  We turned off anything that could have blocked access, and I still can't get Muse to start or even ping those IP addresses.  In addition, I don't have the files on my machine that you said I should remove.

[Apayne25]

Corey,

I do not seem to have either of those files and I have turned my firewall off, still with no luck. However I do have a text document in my Documents labeled Muse Log. Does that have anything to do with the problem? In an earlier thread someone asked about it and I never found out the answer.

-Amy

[AlanKarp]

I don’t have a Muse.log (that I can find with Windows search), and I still get the unexpected error.

[James Boag]

If you are seeing the first screen 'Unknown Error', could you please check to see if the file /User/<user>/Application Support/Adobe/OOBE/opm.db (Mac) or  \Users\<username>\AppData\Local\Adobe\OOBE\opm.db (Win) exists. If it does not, could you please email me the log file /Users/<user>/Logs/PDApp.log (Mac) or %temp%/PDApp.log (Win) to boag@adobe.com.

[AlanKarp]

I am not getting an “Unknown Error,” but I am getting “An unexpected Error...”

I have the opm.db file on my Windows 7 machine. Interestingly, it isn’t found by Windows search.

[James Boag]

Thanks, Alan. Would you be able to send me the log from %temp%/PDApp.log to boag@adobe.com?

[Apayne25]

I sent you my %temp%/PDApp.log

-Amy

[GeotabMichaelB]

I'm using a mac on wifi and I get the unexpected error. When I plug in my ethernet cable, it signs in ok. I cant really use my ethernet cable due setup. It would be strange to always have to plug in a cable to use muse instead of wifi all day. Any new resolution on this issue?

Mike

[Zak_Williamson__Adobe_]

Are you using the Mac's Airport for wifi or some other mechanism (i.e. a broadband wifi card)?

[GeotabMichaelB]

im using the built in wifi airport on macbook pro unibody. no aircard or external device. just wifi into my router connected to my modem.

[GeotabMichaelB]

Zak, is there any solution? Sounds like many people are receiving that message. I know its new and some bugs may appear but it use to work, but not perfectly and it would take a few tries to finally get through. Right now, it will not let me through and simply stop trying every hour. This is a paid service. Thanks!

Mike

[Zak_Williamson__Adobe_]

I've been assuming you're the same Michael that James has been having a lengthy e-mail dialog with and we're now waiting on a server-side adjustment to your account. If that isn't you, please let me know and I'll see this thread gets attention. Thanks.

[Gast]

I am having the exact same problem. I do not have a firewall. Any help would be appreciated.