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MarkGr1f
MarkGr1f
Inspiring
Feb 22, 2021 2:29 PM UTC
Answered

Creative Cloud Libraries error initialising across 2 Macs HELP!!!!

Both of my Macs cannot access Creative Cloud libraries today.

I noticed it first when an After Effects Preview was missing an icon (that i imported via CC Library)

 

Check with other Apps like Pshop, Illy etc and sure enough all have the same error. 

 

The error also displays on my Laptop via same Adobe account.

 

So far I have tried the following on my Mac Pro...

  • Close all Adobe Apps
  • Logout of CC
  • Reset Creative Cloud (CMD+OPT+R)
  • Delete Creative Cloud Libraries in ~/Library/Application Support/Adobe
  • Checked /etc/hosts all seems fine
  • Ran the Repair oprtion in CC Uninstaller (won't let me actually uninstall it ?!?)
  • Force Quit all Adobe processes Via Activity Monitor 

Rebooted after all these steps too.

 

The libraries exist on assets.adobe.com

 

Really need help here as I've deadlines to meet.

 

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    MarkGr1f
    MarkGr1fCorrect answer
    Inspiring
    Feb 22, 2021 2:40 PM UTC

    After some fiddling around I found the Culprit. AdGuard. I disabled it, rebooted and libraries are showing now. Haven't figured out exactly why yet but I suspect it's HTTP proxy option. 

    View reply

    12 replies

    MarkGr1f
    MarkGr1fAuthor
    Inspiring
    Feb 25, 2021 5:41 PM UTC

    FYI,

    Seems to be working OK now. I see CC Clibraries are updated to 3.12.7.5 so that's possibly why? 

    Happy for now!

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      Mariia Novikova
      Adobe Employee
      Mariia Novikova
      Adobe Employee
      Feb 25, 2021 5:56 PM UTC

      Good to know!
      Yes, our team has fixed a problem related to Proxy environment. It looks like this was what you were facing.
      Thank you for confirming it works for you now!

      CCLibraries Team

      Translate
        mollyk19918717
        Participant
        Feb 25, 2021 1:50 PM UTC

        is AdGuard likely the culprit for this issue even if I am using Windows? I also tried a number of those fixes and did not have success. I am on my company computer and do not know what AdGuard is or how to disable it

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        Mariia Novikova
        Adobe Employee
        Mariia Novikova
        Adobe Employee
        Feb 25, 2021 5:34 PM UTC

        Hi,

        Could you please help to better understand the problem - does your company network use Proxy environment?
        What error message are you seeing in the CCLibraries Panel? 
        Could you please get the Logs via Log Collector? And let us know the Logs ID.

        Thank you,
        Mariia

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        Adobe Employee
        adchawla81
        Adobe Employee
        Feb 23, 2021 3:47 PM UTC

        Hi Mark,

        Sorry to hear that you ran with an issue with our last release. We came to know about an issue with some proxy setups and has pushed another release today (3.12.6.1). Can you please confirm if you have got the update and it works fine with AdGuard enabled?

        You can check the version of CC Libraries Process by launching Creative Cloud App and clicking "About Creative Cloud". 

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        MarkGr1f
        MarkGr1fAuthor
        Inspiring
        Feb 23, 2021 5:27 PM UTC

        Hi,

        Thanks for the quick folow-up.

         

        Checked CC Libraries Process version and it is now 3.12.6.1

        Did a rebbot to be safe and tunred back on AdGuard with HTTP proxy enabled. Launched AI and PS but the libraries window has the error again.

         

        Ony thing that will get libraries back is to quit AdGuard (tun off auto startup) and reboot.

        Translate
        Mariia Novikova
        Adobe Employee
        Mariia Novikova
        Adobe Employee
        Feb 23, 2021 10:14 PM UTC

        Hi,

        Did Libraries work for you with AdGuard before?
        Could you please provide the Logs from your machine? https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

        Thank you,
        CCLibraries team

        Translate
        MarkGr1f
        MarkGr1fAuthorCorrect answer
        Inspiring
        Feb 22, 2021 2:40 PM UTC

        After some fiddling around I found the Culprit. AdGuard. I disabled it, rebooted and libraries are showing now. Haven't figured out exactly why yet but I suspect it's HTTP proxy option. 

        Translate
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