Premiere Elements 2023 refuses to access internet

[Grip12]

Just installed PE 2023.  When trying to validate serial number the error message, "Please connect to the internet and retry."  I have double-checked my internet connection and I have PE 2023 allowed access in Firewall.  Any help would be welcomed.

[Steve Grisetti]

The site may have been down for the day. Give it another try.

[Bill Sprague]

If Steve's suggestion doesn't work, start a 'chat' session with an 'agent' here:  https://helpx.adobe.com/contact.html?rghtup=autoOpen

[Grip12]

Thanks, Steve.  I have installed Premiere Elements 2023 on a PC running Windows 10 and a laptop running Windows 11.  The laptop program was able to communicate with Adobe and confirmed installation.  The PC eventually, reluctantly allowed the registration to work, however, in the help button the only internet access allowed is to the User Guide via 'Getting Started' and 'Contact Customer Care'.  Any suggestions, please?

[Bill Sprague]

I'm not Steve, but my first guess is that you have some security or antivirus settings or programs on the Windows 10 PC that might be interfering with the connection to the Adobe servers.  

[Grip12]

Thanks, Bill.  I have checked antivrus programs, firewall, etc.  One app from the Help box opens, but the others do not.  I have corresponded with an Adobe agent and he is having the technical team looking into it.

[Bill Sprague]

Based on the lack of similar issues posted here and that it works on one of your computers, it seems to point at something in your PC.  The Premiere Elements software works on so many computers and the servers work.  In the middle is your PC.  The hard part is finding the missing piece in the puzzle.  Good luck and I hope you get it working.  

Did you try an uninstall and a reinstall with a freshly downloaded installation file?

[Grip12]

Bill Sprague

A fresh install was done last night.  Same problem.  The Adobe agent is trying to find a solution.  Thanks for the encouragement.

[Grip12 · Accepted solution]

The administrators.

I have had no communication for a week regarding the program's inability to connect to Adobe via internet.  It insists that there is no internet connection.  Previous communications indicated that Adobe staff werer looking for a fix.  An email received on 26 June 2023 asks, "Did it solve your problem?"  There was no solution offered.  Please reply to this post.

[John T Smith]

This is a public forum, not Adobe support... be VERY careful if someone sends you a private message

Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

[Grip12]

Thanks, John.  I suspect I have received messages from someone not au fait with the actual product. 

[Bill Sprague]

Log back into the support system.  They will probably find your case and continue helping you.  Do you have the case number?

[Grip12]

Thanks, Bill.  I have the case number.  Forgive my ignorance, but how do I log back in to the support system, please?