Hi there, I hope I'm not being stupid but quite stumped by the issues I'm having. I can't access adobe.com whenever I try I get refused connection. (no I don't know why I didn't get the same error on this page)When installing creative cloud I kept having connection issues and had to use an alternate installer, when I did it was installed correctly, however, the app cannot connect after launching. it's nothing to do with the internet provider blocking it, it appears to be local to my laptop. I have no 3rd party anti-virus, I have tried again disabling threat protection, firewall, etc, which hasn't helped. Nothing seems to be blocking it. (no custom rules either)I have tried deleting caches (suggested before for some reason)I have tried running as admin and even creating an alternate user.For some reason I cannot connect to anything adobe, Does anyone have any ideas? I am going mad.Feel free to ask for more information, or just to call me an idiot.

F

finti.pritchard@gmail.com

Participant

Question

Connection issues (usual suspects tried, for the love of god halp)

Forum|Forum|3 years ago
January 14, 2023
3 replies
1740 views

Hi there,

I hope I'm not being stupid but quite stumped by the issues I'm having.

I can't access adobe.com whenever I try I get refused connection. (no I don't know why I didn't get the same error on this page)
When installing creative cloud I kept having connection issues and had to use an alternate installer, when I did it was installed correctly, however, the app cannot connect after launching.
it's nothing to do with the internet provider blocking it, it appears to be local to my laptop.
I have no 3rd party anti-virus, I have tried again disabling threat protection, firewall, etc, which hasn't helped. Nothing seems to be blocking it. (no custom rules either)
I have tried deleting caches (suggested before for some reason)
I have tried running as admin and even creating an alternate user.

For some reason I cannot connect to anything adobe, Does anyone have any ideas? I am going mad.

Feel free to ask for more information, or just to call me an idiot.

This topic has been closed for replies.

Nancy OShea

Community Expert

Are you using browser script blockers or VPN?

Try using another browser.

Nancy O'Shea— Product User & Community Expert

F

finti.pritchard@gmail.comAuthor

Participant

Nope, I am not using browser script blockers or any VPN, tried every browser under the sun on a variety of different network connections, hasn't helped.

kglad

Community Expert

adobe connection errors are common and are not related to whether you're connected to the internet. they're related to connecting to adobe's secure servers.

if you have a non-current os, your default browser must support tls 1.2, https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html

to test your default browser's tls you can use , https://clienttest.ssllabs.com:8443/ssltest/viewMyClient.html

otherwise, 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 after clicking "link"?

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

or, if you’re trying to activate a perpetual license, you can try offline activation by disconnecting your computer from the internet, starting activation and using https://aoes-stage.licensingstack.com/aoes/aoes/v1/imsauthstatus

F

finti.pritchard@gmail.comAuthor

Participant

Wow thanks, that's very comprehensive. I'll go through that list and reply with the result to this thread 🙂

kglad

Community Expert

with win 10, you can skip the tls issues (but it's easy to check your browser). the rest you need to go through and some of the links have multiple steps. skipping steps isn't helpful.

if you get stuck at a one of the steps in a link, let us know.

Mylenium

Legend

Without any actual system info and details like what type of Internet connection you use we can't realyl tell you much, but this simply sounds like your system's certificates are botched or outdated. If so, you'd have to fix them which e.g. on Windows using the Certificates system control panel.

Mylenium

F

finti.pritchard@gmail.comAuthor

Participant

Thnx, I'll have a look into that. You are right, below is some system info.

Intel(R) Core(TM) i7-8550U CPU 1.80GHz 2.00 GHz
16.0 GB (15.9 GB usable)
Windows 10 Pro (19045.2486)
Xiaomi Notebook

I typically used a campus public wifi so initially thought they were blocking the connection, however, since then I've used a number of unmetered private connections and still have the same issue.

Apologies if this is not the information you were asking for.

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