If you’re encountering errors like:

• “We are unable to activate [product name]. Product activation is required to use this product…”
• “Please connect to the Internet and retry.”
• “Either your computer is offline or the clock on your computer is set incorrectly, causing a connection error.”
• “You may have limited access to Adobe apps or services.”

follow the steps below to troubleshoot and fix the issue.

Note:
For Creative Suite users, check specific solutions for CS5, CS5.5, and CS6.

If you need general information, see:

• Troubleshoot Creative Cloud activation errors
• Activation and deactivation troubleshooting

Solutions

1. Test Your Connection to Adobe Activation Servers

• Open a browser and test your connection here.
• If you see a “test successful” message, you have access to the servers.

Tip:
If one browser fails, try another browser.

If you cannot connect successfully, proceed to Solution 2.

2. Reset Your Hosts File

A corrupted or incorrectly configured hosts file can block access to Adobe’s servers.

Use Adobe’s Limited Access Repair Tool:

• Download for Windows
• Download for macOS

Steps:

1. Extract the downloaded file.
   • Windows: Right-click the tool → Run as Administrator.
   • macOS: Double-click and enter admin credentials.

Important:
If the tool doesn’t fix the issue, manually reset the hosts file:

• Reset hosts file on Windows
• Reset hosts file on macOS

3. Ensure You Can Access Secure HTTPS Sites

Adobe activation requires access to secure sites (HTTPS).

Check:

1. Open your browser.
2. Go to https://www.adobe.com.

If you cannot access it:

• Check your computer clock (it must be accurate).
• Disable authentication proxies (if used).
• Check your firewall settings (allow outgoing HTTPS traffic).

4. Verify the GlobalSign Root CA Certificate

Adobe relies on the GlobalSign Root CA certificate for secure connections.

Windows:

1. Click Start, type certmgr.msc, and press Enter.
2. Navigate to:
   Current User > Trusted Root Certificate Authorities > Certificates.
3. Locate GlobalSign Root CA, right-click it, and select Properties.
4. Ensure the certificate is enabled.

macOS:

1. Open Applications > Utilities > Keychain Access.
2. Search for “Global” and locate GlobalSign Root CA.
3. Right-click and choose Get Info.
4. Make sure it is enabled.

Still Having Trouble?

If none of the solutions worked:

• Contact Adobe Customer Support.
• Provide screenshots or specific error codes if possible for faster assistance.