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ruthz52685893
ruthz52685893
Participant
July 17, 2021
Question

Unable to reach Adobe servers

  • July 17, 2021
  • 5 replies
  • 1991 views

Adobe Creative Cloud is suddenly having problems connecting to Adobe's servers and I don't know why. I can see the Adobe logos in the link on that one page... TLS 1.2 is enabled, as per the suggestion on the other page, etc... I've been trying to debig this for about 15 hours straight at this point, checking every little thing I can think of or look up on my end, short of changing my OS. It was working perfectly fine up until now, with no changes to my PC prior to the error. Did anything change on Adobe's end over the last month?

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5 replies

HelenWLee
HelenWLee
Inspiring
July 20, 2021

I have the same issue today on a windows 7 laptop. On my stationary windows 10 PC no problems. Same network so it´s not any network issue on my side. I have followed all the steps in all threads I can find. I suspect a win7 bug from Adobe or something.

Software applications are working but not the Creative Cloud app. 

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
July 20, 2021

Helen, if you are continuing to use Windows 7 then please make sure that Transport Layer Security 1.2 is enabled. For more information see https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html.

HelenWLee
HelenWLee
Inspiring
July 20, 2021

I have fixed all that. 1.2 is  enabled as it should as far as I can see. Adobe Support says to contact Microsoft support about this. 

 

T
Third-Eye19908909
Participant
July 20, 2021

Exact same issue here. No configuration or system changes have been made, just suddenly started getting this error, unable to use any CC apps at all.  Looks like I won't be renewing my license next month at this rate, why pay for something that isn't even working? 

    N
    nikita5E2C
    Participant
    July 20, 2021

    У меня аналогичная ситуация сейчас образовалась, все попробовал толку ноль.

    K
    Karol5D9B
    Participant
    July 20, 2021

    I have the same problem 😞 
    Nothing helped... 

    Jeffrey_A_Wright
    Community Manager
    Jeffrey_A_WrightCommunity Manager
    Community Manager
    July 20, 2021

    Karol, Nikita, and Third-Eye, sorry that the computer you are using continues to encounter problems connecting to our servers.  LinSims is correct and this topic is fairly common for Individual members. The computer will need access to the servers and ports listed in https://helpx.adobe.com/enterprise/kb/network-endpoints.html.  Please see https://community.adobe.com/t5/download-install/unable-to-reach-adobe-servers/m-p/12074356 where this topic has been discussed.

     

    If you need additional assistance, then please begin a secure chat session at https://helpx.adobe.com/contact.html. You may need to use a different network as the same configuration error blocking access for the apps, could also thwart your ability to begin a chat session with our support team.

      K
      Karol5D9B
      Participant
      July 21, 2021

      It works fine, thaks a lot Jeff!

        ruthz52685893
        ruthz52685893Author
        Participant
        July 17, 2021

        *debug

         

        Strangely, I'm not finding a way to edit my post to fix the spelling error. Nothing has changed regarding my internet connection or router either, and it's a fiber connection. I'm not having connectivity problems with anything else, so that can be ruled out.

        Jeffrey_A_Wright
        Community Manager
        Jeffrey_A_WrightCommunity Manager
        Community Manager
        July 19, 2021

        Ruth, sorry the computer you are using is unable to contact our servers.  Please make sure to follow the steps listed in https://helpx.adobe.com/download-install/kb/unable-to-reach-adobe-servers.html to attempt to locate the source of the blockage.  If you feel that you have already implemented the listed solutions, then please contact the Internet Service provider to confirm the network is using their recommended.  A misconfigured Domain Name Server setting, for example, could lead to the problems that you are encountering.

        HelenWLee
        HelenWLee
        Inspiring
        July 20, 2021

        Adobe customer support says it´s because of  no support now for TLS 1.0 and 1.1, so 1.2 must be enabled in the right way. Many have this problem since 14/7 or later. 

        I have checked mine and it is enabled everywhere but Creative Cloud app still not connecting. Support said contact Microsoft support to solve this. 

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