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Solarpunk Productions
Participant
Jan 5, 2022 2:44 AM UTC
Answered

Unable to connect to Adobe Servers

I have continued to get this error message for a month now. I have the firewall turned off, I have checked the date and time of my computer, everything is up to date ( I'm running Mac OS Montery 12.1) and I have tested the apps on multiple internet connections. Still I cannot even log in to the desktop apps. Any ideas here? I've followed all the troubleshooting forums on here I possibly can and still nothing. 

Solarpunk ProductionsCorrect answer
Participant
Jan 17, 2022 11:07 PM UTC

I managed to get a fix on it. It turns out that although I was hot spotting my computer, my ethernet cable was still connected to the network that is "problematic." 

It still makes absolutely no sense, as there are 4 other computers on the network that have no problems at all, but hey. I've found a strange work around. This definitely brings into question the new subscription model and how reliable it is though. A lot of people are having problems with this

 

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15 replies

Solarpunk ProductionsAuthorCorrect answer
Participant
Jan 17, 2022 11:07 PM UTC

I managed to get a fix on it. It turns out that although I was hot spotting my computer, my ethernet cable was still connected to the network that is "problematic." 

It still makes absolutely no sense, as there are 4 other computers on the network that have no problems at all, but hey. I've found a strange work around. This definitely brings into question the new subscription model and how reliable it is though. A lot of people are having problems with this

 

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    maxa18180193
    maxa18180193
    Participant
    Mar 11, 2022 1:41 PM UTC

    I'm glad you were able to resolve your issue. I too have multiple users at my organization who frequently are unable to connect to the Adobe servers on different machine intermitently and wanted to know what exactly did you do no longer be connected to the network that was "problematic" We use VPN for our connection and generally the machines connect to the servers but like once a month or two we run into the issue which induces heavy downtime.

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    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    Mar 11, 2022 4:28 PM UTC

    @maxa18180193  you should be posting in the team/enterprise forum (unless those organization users all have an individual account).

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    Solarpunk ProductionsAuthor
    Participant
    Jan 7, 2022 12:09 AM UTC

    I've already been in chat with an agent for over an hour and he has no idea either. He's put me on a call list to talk to someone else and it's been 2 days so.... I guess I just wait and tell my clients I can't work for them right now? Major flaw in this subscription model 

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    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    Jan 7, 2022 3:01 PM UTC

    have your tried connecting from a public network (eg, with free wifi) with a different computer?

     

    if you have ever had the problematic computer activated in the past, you can use any computer to do that. if you can do that you can activate your (possibly non-mobile) computer by going to https://accounts.adobe.com and clicking plans and payment>activated devices and activate the problematic computer.

     

     

    p.s. you might be able to do that with your phone's browser or your phone's cc app, but i couldn't see a way to do that.

     

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    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    Jan 5, 2022 2:38 PM UTC

    did you check your hosts file?

     

    if not:

     

    confirm that you can connect to the secure adobe servers by reading, http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

     

    do you see both logos? if you can and still see a connection error try these steps, https://helpx.adobe.com/download-install/kb/common-network-connectivity-issues.html

     

    if those all fail, white list the adobe network endpoints, https://helpx.adobe.com/enterprise/kb/network-endpoints.html

     

    if yes:

     

    using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
    in the chat field (lower right), type AGENT
    be patient, it can take quite a while to reach a human

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