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jesse24
Participant
July 20, 2020
Question

Adobe Creative Cloud Desktop App No Longer Connecting to Servers

  • July 20, 2020
  • 1 reply
  • 635 views

I've had this issue for 3 months now and all the fixes listed in the forums here have all failed. Basically the creative cloud desktop app stopped connecting to the servers, I can still use all programs such as photoshop, after effects, premiere pro, etc from the windows start menu however, they are no longer being updated due to the inability to login to the servers. I've done everything asked from your support from turning off all my firewalls and anti viruses (I even went as far as to uninstall the antivirus entirely) which did NOT work. Even turning off the router firewall did not help before anyone asks. I'm afraid to uninstall the apps seeing as it won't even try to reinstall the creative cloud app after removing it entirely as last resort. It just keeps coming up with "Unable to connect to Adobe Servers" even though I've logged into my fully paid for creative cloud account and done everything asked on my end to attempt to fix this. If no one has ideas on how to fix this on your end then I request someone from Adobe contact me personally so I can get a full refund for the last 3 months I've been charged for and not been able to connect to your servers for updates as this is obviously on your end and not on mine. If there is an email address for Adobe corporate would really appreciate having that because paying for services at the price I am and they are not working is very ridiculous, and this is not the first time this has happened to me.

This topic has been closed for replies.

1 reply

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
July 20, 2020

Jesse24, what operating system are you using?  If you are using Windows 10 then please see https://answers.microsoft.com/en-us/windows/forum/all/wifi-network-disconnects/15f8ff67-6819-4681-8af8-6602bd607bb1 which discusses a workaround for connectivity issues introduced in the May 2020 Windows 10 update.  Without the workaround, Windows can report that Internet access is unavailable, even when it is working in a web browser and other apps.

 

Please update this public discussion thread with the results.

J
jesse24Author
Participant
July 20, 2020

I'm using windows 10 pro and I am the admin. I'm also not on a wifi network this is a direct connection internet line straight to a router. Internet is not the problem as I've discussed this issue for the past few months with Windows and McAfee to make sure the issue is not on my end. All apps work but the creative cloud app which your support forums suggested uninstalling and reinstalling however, now I cannot reinstall the creative cloud app as it fails to connect to your servers. Again, this has nothing to do with my internet connection or firewall, antivirus as I've uninstalled the antivirus completely and turned all firewalls off. Asking me to change anything else on my end is just overkill at this point seeing as all the other apps (photoshop, after effects, etc.) connect to your servers with no problems and I can manually update them by logging into my Adobe account. Honestly after this same issue last time I'm afraid to update or change any internet drivers as this is a bigger headache than just logging into my account to manually update the apps without the CCA.

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
July 20, 2020

Ok, thanks for the update, Jesse24.  I would still recommend reviewing some of the recent difficulties people have been facing since the May 2020 update to Windows 10 Professional.  From what I was reading it very much fits the profile of what you are experiencing.  Everything may seem normal, but certain apps may be told that Internet access is unavailable.

 

If you haven't already please contact our support team at https://helpx.adobe.com/contact.html for direct assistance with any connectivity errors. If you have already begun a support case then you can use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to make updates to the case.  A case will auto close after seven days if we are expecting a response, so please check the website periodically if you have an escalated support case. An e-mail notification is also sent, but it could get lost in a junk mail folder.

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