Inspiring

Answered

RoboHelp sign in dialog blocking on No internet connection. Cannot start software

Forum|Forum|3 years ago
February 3, 2022
7 replies
780 views

Just today for some reason I have this problem where the sign-in dialog (which appears every day) appears but when I click sign in I get this:

It doesn't work trying to access the app directly or when accessing via opening a file. My internet is connected, everything else is working (including sign in to Acrobat), my clock is set correctly, everyone else's is working correctly in the office.

Has anyone ever seen this before or know why it's suddenly doing this today and have any way around it?

I can log into my Adobe account on website and see my current subscriptions. I can't find any way to contact them directly about this urgently.

This topic has been closed for replies.

Correct answer jane_robs

Hi,

Well Adobe support sent me many of the suggestions that were in the articles posted above.

I have a deadline to validate someone else's doc for today, so, I concentrated on that validating from their output instead of carrying out the changes directly in RoboHelp... i.e.,, I didn't press on with finding the solution before getting that done. Was planinng on looking deeper into it this afternoon. Was still working on it this morning, on the offchance, without doing anything, I tried to log into RoboHelp and it's now working again....

I, therefore, do not know if it was on their side or my network was just being weird (nothing else stopped working yesterday) or what. Total mystery. I wish I knew what had happened but the essential is I have it back 😄

However, this is the info I got from Adobe. I had already done the top list and the hosts file check mentioned in the second list to no avail...yesterday:

"The issue that you are facing occurs due to network and domain security, hence I would suggest you to please follow the below steps one by one and see if it works.

Turn off the Antivirus
Turn off the proxy or firewall
Close the Captivate Sign in Window.
Sign out from the creative cloud and close it.
Check the date and time on the machine, it should be correct as your time zone.
Verify if you are connected to VPN, if yes, please disconnect it and try to sign in.

If you still get the error message, follow the below steps.

Close the Captivate Sign in Window.
Sign out from the creative cloud and close it.
Go to the location:- C:\Program Files (x86)\Common Files\Adobe\SLCache
Delete all the files inside the SLCache Folder.
Navigate to this location:- C:\ProgramData\Adobe\SLStore
Delete all the files inside the SLStore folder
Go the location C:\Windows\System32\drivers\etc
Open the Hosts file and see if there is an entry like adobe.com
If yes move the file to desktop and remove the entries related to adobe or adobe URL and save the file move back to the same location.
Try to sign in.

If the issue still persist, try to login in Local Admin Account with the help of your IT team and see if it works there. If you still get the same issue whitelist the ports/URL given below.

Peter Grainge

Community Expert

I am glad to hear you are up and running again but as you say, it's a shame you don't know what fixed it. However, the details you have posted are exactly what might help someone in the future. Thank you for posting them.

________________________________________________________

My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

Help others by clicking Correct Answer if the question is answered. Found the answer elsewhere? Share it here. "Upvote" is for useful posts.

Peter Grainge

Community Expert

@jane_robs Please let us know the solution when you find it. It could help someone in the future.

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

Help others by clicking Correct Answer if the question is answered. Found the answer elsewhere? Share it here. "Upvote" is for useful posts.

J

jane_robsAuthorCorrect answer

Inspiring

Hi,

Well Adobe support sent me many of the suggestions that were in the articles posted above.

I have a deadline to validate someone else's doc for today, so, I concentrated on that validating from their output instead of carrying out the changes directly in RoboHelp... i.e.,, I didn't press on with finding the solution before getting that done. Was planinng on looking deeper into it this afternoon. Was still working on it this morning, on the offchance, without doing anything, I tried to log into RoboHelp and it's now working again....

I, therefore, do not know if it was on their side or my network was just being weird (nothing else stopped working yesterday) or what. Total mystery. I wish I knew what had happened but the essential is I have it back 😄

However, this is the info I got from Adobe. I had already done the top list and the hosts file check mentioned in the second list to no avail...yesterday:

"The issue that you are facing occurs due to network and domain security, hence I would suggest you to please follow the below steps one by one and see if it works.

Turn off the Antivirus
Turn off the proxy or firewall
Close the Captivate Sign in Window.
Sign out from the creative cloud and close it.
Check the date and time on the machine, it should be correct as your time zone.
Verify if you are connected to VPN, if yes, please disconnect it and try to sign in.

If you still get the error message, follow the below steps.

Close the Captivate Sign in Window.
Sign out from the creative cloud and close it.
Go to the location:- C:\Program Files (x86)\Common Files\Adobe\SLCache
Delete all the files inside the SLCache Folder.
Navigate to this location:- C:\ProgramData\Adobe\SLStore
Delete all the files inside the SLStore folder
Go the location C:\Windows\System32\drivers\etc
Open the Hosts file and see if there is an entry like adobe.com
If yes move the file to desktop and remove the entries related to adobe or adobe URL and save the file move back to the same location.
Try to sign in.

If the issue still persist, try to login in Local Admin Account with the help of your IT team and see if it works there. If you still get the same issue whitelist the ports/URL given below.

Peter Grainge

Community Expert

It's possible the account got messed up and you can go to that via the www.adobe.com site and clicking the logo top right to access your account. That still wouldn't account for the No Internet message though.

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

Help others by clicking Correct Answer if the question is answered. Found the answer elsewhere? Share it here. "Upvote" is for useful posts.

Peter Grainge

Community Expert

I would definitely try the uninstall and reinstall then. I assume you only have one Adobe ID.

If that fails then I think you will need to contact Adobe.

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

Help others by clicking Correct Answer if the question is answered. Found the answer elsewhere? Share it here. "Upvote" is for useful posts.

J

jane_robsAuthor

Inspiring

Thanks I will definitely work through the help posted above and then try uninstall reinstall. Interestingly, when thinking about it, my work email changed and I changed the Adobe ID over to the new email start of last year... maybe somewhere in the files on my computer that has screwed up the Keep me signed in thing, and could be subsequently related to this.

J

jane_robsAuthor

Inspiring

To make it clear though it's the same Adobe account. I only have one, I changed the email on the website within that one account and from that side of things it worked well.

Peter Grainge

Community Expert

I am as puzzled as @Jeff_Coatsworth

You should stay signed in assuming you do not opt to sign out. I think I would try uninstalling and reinstalling rather than wait for Adobe to respond. There's nothing to lose as that does not touch your projects.

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

Help others by clicking Correct Answer if the question is answered. Found the answer elsewhere? Share it here. "Upvote" is for useful posts.

J

jane_robsAuthor

Inspiring

I've had a problem consistently with it not leaving me signed in. Every day for months I've had to sign in (even if I tick remember me or keep me signed in or whatever it is)... I get so used to it. Maybe this problem comes from that problem.

Jeff_Coatsworth

Community Expert

Hmm, if it's just you then it could be some firewall settings on your machine. Was this working fine before? Oh, hang on - it's RH2019 - it could be the issue in this helpx article - https://helpx.adobe.com/tech-comm-suite/kb/deprecated-internet-explorer-10-with-ims.html - with Adobe's activation servers manifesting itself with another message. See if any of that helps.

J

jane_robsAuthor

Inspiring

Yeah I'm working remotely and not connected to the VPN so it's got to come from my computer I guess or from them changing something since yesterday or a Windows update (possibly to do with this article) and yes it's RoboHelp 2019 with classic on. It was the most feasible way we got it to work with our existing body of doc when we converted from Doc-To-Help and I ran into problems when further trying to migrate to the newer versions of RoboHelp. Might have to look at that again if this doesn't get resolved.

I will try the steps on this article thanks and see if that helps. I didn't see there was a Windows update last night, but maybe there was and something changed.

Jeff_Coatsworth

Community Expert

If it was working before & now it's not, I would suspect that your IT has gone and blocked a port that RH was using to "call home" - check with them first. If they disavow doing anything, then talk to the RH folks - see https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. I'd recommend using the tcssup@adobe.com e-mail address as it reaches a team dedicated to Technical Communication Suite products including RoboHelp.

J

jane_robsAuthor

Inspiring

Thanks, I will check with them but other members of my team seem to be able to access RoboHelp without needing to sign in.

I am in the process of sending a mail direct to the support. I tried all the other suggestions in this article: https://helpx.adobe.com/uk/x-productkb/policy-pricing/activation-network-issues.html as well to no avail.

Thanks for your help!

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