Can't connect and verify subscription

Forum|Forum|4 years ago
August 5, 2021
2 replies
997 views

Hello,

I have a serious problem, and the tech support staff won't help me because I have older versions of the programs because I have Windows 7. I have Premiere Pro 2018, and everything was working correctly until my computer needed a new motherboard. When my computer was returned to me, Adobe Creative Cloud couldn't connect to servers, so I had to use the trial version of Premiere Pro to complete my work. Now the trial has expired, Premiere Pro can't verify my subscription, and today Creative Cloud won't even launch. I need to fix this ASAP, and like I said above the tech support staff won't help so please don't tell me to contact them again.

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Nancy OShea

Community Expert

TLS 1.0 and TLS 1.1 are end of life now. You need to update Win7 and enable TLS 1.2 connections otherwise you can't connect with Adobe's servers. Run the Microsoft EasyFix.msi for Win7 described below.

https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html

Hope that helps.

Nancy O'Shea— Product User & Community Expert

V

vburke14Author

Known Participant

My computer has all updates, and tls 1.2 was enabled a long time ago.

Nancy OShea

Community Expert

@vburke14,

Did you run the MS EasyFix.msi and restart your computer yet? EasyFix sends an update to Win7 registry files. I ask only because everyone I've talked with who thought TLS 1.2 was enabled said EasyFix took care of their problem. Give it a try. Nothing ventured, nothing gained.

Failing that, feel free to reach out to tech support. But wait times may be longer than usual.

CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

Good luck!

Nancy O'Shea— Product User & Community Expert

kglad

Community Expert

first, reset the cc app:

to reset the cc desktop app, make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall/reinstall per the above link

if that fails, do a clean cc install following each applicable step:

uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
check for, and if available, update your os
repair all ms visual c++ versions that can be repaired.
update your ms visual c++, if it can be updated
restart your computer (don't skip this)
reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud
if you're unable to install the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html
use the desktop app to install your cc programs/trials

V

vburke14Author

Known Participant

Hi 🙂

Yesterday I said Creative Cloud wouldn't launch at all. Today it's just doing this: "Unable to reach Adobe servers. Please check your firewall settings, ensure the time settings on your computer are correct, and try again."

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