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cyborgii
Participating Frequently
November 15, 2016
Answered

Photoshop 2017 kills internet in windows 10

  • November 15, 2016
  • 5 replies
  • 6964 views

Hi,

We are running Creative Cloud on six clients with windows 10.

Two clients are running the latest Photoshop 2017 version, before the update one had 2014 and the other one 2015.

Since installing the latest version both clients loosing their internet connections after a uncertain time period.

The clients can still access the local domain network like the file server and exchange server.

However opening any browser and surfing any website ends in an endless loop.

We can see the traffic sent by the client passing through our firewall however the client seems to ignore the answer.

The local Windows Firewall is disabled within our domain network.

Once the internet connection is dead the network type has changed from domain network to public network.

A ping to a local client works, ping to a server on the internet works, dns resolving works for internal and external clients.

The only way to get the internet connection back is to uninstall the network adapter and restart the client.

Sometimes this has to be done twice, once installing the driver issued by the network adapter manufacturer (Intel and Realtek) and once letting windows do the work.

Afterwards it depends on the Creative Cloud usage how long the internet connection works.

During our debugging time one employee moved to a client running Photoshop 2014.

This client had no internet connections problems whatsoever since we upgraded it from Windows 7 to Windows 10.

Once the employee installed the latest Photoshop 2017 the internet connection was lost about one hour later.

The first client upgraded several months ago to 2015 and we are investigating the networking issue since then.

We already changed the main hardware in this clients, parts not changed are graphic card GTX960 and power supply.

Last week we reinstalled Windows 10 and Creative Cloud 2017 on this client.

The only outcome was that the internet connection is being lost at least once a day!

Before it worked three days at least up until several weeks.

We already tried to downgrade from 2017 to 2014 but the issues stays on the client.

Now we are reinstalling Windows 10 on the second client and try to install only 2014 without having to any 2017 component touching the system.

1st client having issues

Microsoft Windows 10 Pro Version 10.0.14393 Build 14393       

Adobe Photoshop Version: 2017.0.0 20161012.r.53 2016/10/12:23:00:00 CL 1094006  x64

Mother board: Asus Z97-P

Network adapter: Realtek PCIe GBE Family Controller

2nd client having issues

Microsoft Windows 10 Pro Version 10.0.10586 Build 10586                   

Adobe Photoshop Version: 2017.0.0 20161012.r.53 2016/10/12:23:00:00 CL 1094006  x64

Mother board: Gigabyte GA-Q87M-D2H

Network adapter: Intel I217-LM

3rd client having issues after update to 2017

Microsoft Windows 10 Pro Version 10.0.10586 Build 10586

Adobe Photoshop Version: 2017.0.0 20161012.r.53 2016/10/12:23:00:00 CL 1094006  x64                   

Mother board: Gigabyte GA-Q87M-D2H

Network adapter: Intel I217-LM

4th client having NO issues

Microsoft Windows 10 Pro Version 10.0.10586 Build 10586

Adobe Photoshop Version: 14.2.1 (14.2.1 20140207.r.570 2014/02/07:23:00:00) x64

Mother board: Gigabyte GA-Q87M-D2H

Network adapter: Intel I217-LM

Any ideas to debug this issue of even solve it?

Kind regards,

Gregor Streng

    This topic has been closed for replies.
    Correct answer David__B

    I think this is the same issue described here:

    https://forums.adobe.com/message/9127841

    https://forums.adobe.com/message/9122902

    I've shared this workaround

    I've gotten feedback from our engineering group regarding a workaround related to making a minor registry change.

    Option 1

    1. Download AVGWorkaround.reg file to your desktop - Adobe Creative Cloud
    2. Double click the reg script (AVGWorkaround.reg in attachment) to run
    3. Click "Yes" in the popped up dialog if any, and click "OK"
    4. Restart machine to make sure it takes effect
    5. Check CCX Process in process explorer

    Option 2 (This is essentially the same solution for advanced users that are comfortable modifying the registry on their own)

    1. Windows > Run 'regedit'
    2. Go to HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe, and create key "CCXWelcome"
    3. Under "CCXWelcome", create a value entry named "Disabled" with type being DWORD(32-bit), and value being zero.
    4. Restart machine to make sure it takes effect
    5. Check CCX Process in process explorer

    This should resolve the issue until we have fully addressed it with AVG.

    Thanks,

    - Dave

    5 replies

    David__B
    Adobe Employee
    David__BCorrect answer
    Adobe Employee
    November 23, 2016

    I think this is the same issue described here:

    https://forums.adobe.com/message/9127841

    https://forums.adobe.com/message/9122902

    I've shared this workaround

    I've gotten feedback from our engineering group regarding a workaround related to making a minor registry change.

    Option 1

    1. Download AVGWorkaround.reg file to your desktop - Adobe Creative Cloud
    2. Double click the reg script (AVGWorkaround.reg in attachment) to run
    3. Click "Yes" in the popped up dialog if any, and click "OK"
    4. Restart machine to make sure it takes effect
    5. Check CCX Process in process explorer

    Option 2 (This is essentially the same solution for advanced users that are comfortable modifying the registry on their own)

    1. Windows > Run 'regedit'
    2. Go to HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe, and create key "CCXWelcome"
    3. Under "CCXWelcome", create a value entry named "Disabled" with type being DWORD(32-bit), and value being zero.
    4. Restart machine to make sure it takes effect
    5. Check CCX Process in process explorer

    This should resolve the issue until we have fully addressed it with AVG.

    Thanks,

    - Dave

    C
    cyborgiiAuthor
    Participating Frequently
    November 24, 2016

    Hi Dave,

    We applied the registry change manually.

    We will report in a few days or even hours if this solved the issue or not.

    Thank you,

    Gregor

    andrei obb
    andrei obb
    Participant
    November 17, 2016

    Hey, bigmango

    ok.. so the vulcan errors you got when opening Like cc?.. i just plain clicked ignore.. and Photoshop still worked fine... since i've renamed the folder i had no more internet problems.. reinstalling your cc might have caused the creation of another oobe folder maybe?... i just kept them installed..

    yea i also noticed all the 32 bits microsoft something in my task manadger... dunno What to do about them... there f i just simply /ignore them untill i find a solution..

    kind regards,

    Bigmango66
    Bigmango66
    Participating Frequently
    November 17, 2016

    Doing an AVG total scan right now. The creation of hundreds of cscript.exe files killed my connection.

    I don’t know what to do… ugghhh…

    Thanks,

    Caroline James

    [private info removed by Mod]

    C
    cyborgiiAuthor
    Participating Frequently
    November 18, 2016

    Hi

    Currently the issue is gone on both clients.

    One client has got a reinstalled Windows 10 with a minimum set of software installed.

    HP OfficeJet Pro X567dw Drucker

    AVG Internet Security Business Edition 2017 -

    Version 16.111.7797

    AVG Adivsor, AVG Remote-Verwaltung, Anti-Rootkit, Anti-Spyware, AntiVirus, Identity Protection, Resident Protection

    Google Chrome

    Version 54.0.2840.99 m (64-Bit)

    Nvidia WHQL 375.70

    Intel Driver Update Utility 2.6

    Intel Chipsatz Driver 10.1.1.14

    Office 2016 - Office 365 Suite

    Java  8.111

    TotalCommander 8.52

    Crypt-o 2.54 (Password Manager)

    Notepad++ 7.2

    powerAD Time Tracking 8.0.2

    For three days now this client did not loose the internet connection.

    Also the hundreds of cscript.exe task are not created.
    However I can remember seeing them when the internet connection was dead.

    The 1st client  has not lost the internet connection for about one day.

    After we reinstalled the network adapter and renamed the oobe folder.

    Both clients are running AVG, hence I doubt AVG is responsible for this issue.

    Concerning the Chrome way.

    We assumed Firefox being somehow involved in this.

    As both client did use Firefox and not Chrome.

    Therefore we removed Firefox with no effect.

    Give the renaming of the folder OOBE does some magic and there are a exe's concerning the license and registration in it.

    I rather believe on of these components goes nuts and 'eats' the http responses.

    Currently as now client has this issue I can't use Wireshark to see if tcp packets are coming back or not.
    Maybe Caroline can install it and open any website and publish the log just for this tcp traffic.

    Kind regards,

    Gregor Streng

    Bigmango66
    Bigmango66
    Participating Frequently
    November 17, 2016

    Hey Andrei, I renamed my OOBE folder, restarted...got some ugly C++ errors related to vulcan something or other... ignored them. reinstalled my CC account program... all while running Firefox. All was good until I opened Chrome... then I lost my internet, on both Chrome and FF. I remembered seeing something about a conflict with some Chrome extensions and CC, so upon re-booting, found an interesting thread from September about a corrupt Flash plugin in Chrome causing internet connections to be lost.

    Chrome crashing with adobe flashplayer plugin

    and so far this has worked (stopped the browsers from not being able to see the internet):

    I have been able to fix the issue. As you mention it looks there was a corrupted file on my laptop.

    What I did was to delete all content on following directory

    C:\Users\<YourID>\AppData\Local\Google\Chrome\User Data\PepperFlash

    I test my browser and it was working fine. Then I go to chrome://components/

    and click on search updaes for pepper_flash - Versión: 23.0.0.166

    Give it a go!!

    Bigmango66
    Bigmango66
    Participating Frequently
    November 17, 2016

    Still working.. still got internet... BUT... hundreds of the Microsoft Console Based Script Host (32 bit) are being created  cscript.exe. ... about 1 every few seconds.. can see them being created in Task Manager... UGG. so... i don't know yet.

    Bigmango66
    Bigmango66
    Participating Frequently
    November 17, 2016

    ANNNND... Internet went down. ugghh...

    Bigmango66
    Bigmango66
    Participating Frequently
    November 17, 2016

    I have this issue as well, and just today (had this issue for 1 week) figured out that it is an Adobe CC issue, Dreamweaver specifically. I've deleted my network driver, reset my IPV 4 values, rebooted so many times. Running Windows 10 as well. I've read on some other forums that it might be an AVG issue. I haven't deleted my AVG yet, but I'm getting ready to. Also, there are hundreds of csscript.exe's in my task manager. I'll give renaming the OOBE folder a try now. I'm just happy I'm not going crazy, and hopefully won't have to do a complete system reinstall!

    fingers crossed...

    andrei obb
    andrei obb
    Participant
    November 15, 2016

    Hey,

    im having  Same problem exatly how you described it, i've read on some old forums(2010-2013) that it creative cloud might change the hosts file.. ending with a dns problem, i but i havent found any Adobe entries in them, other fix they suggested is that it might be caused by a service named bonjour.. and to close or stop the automatic load or uninstall, i failed to find any trace of it on my pc.. so im at a dead end with no ideas..

    what partially worked for me.. was recovering the the system before i installed creative cloud and Photoshop.. solved it temporarly untill next boot after installing it again.

    im open to try any solutions.

    thank you,

    Andrei Obb

    C
    cyborgiiAuthor
    Participating Frequently
    November 16, 2016

    Hi Andrei,

    We found the articles about Bonjour as well.

    However this is part of Apple and as expected neither client had it installed.

    Does the uninstall network adapter work for you?

    Have you tried to use the manufacturer drive software instead?

    Are you running Windows 10?

    Are you member of a Windows Active Directory?

    Kind regards,

    Gregor Streng

    andrei obb
    andrei obb
    Participant
    November 16, 2016

    hey Gregor,

    yes i have tried unistalling the network adapter,   .... did not work

    i am also using windows 10, and am probabily not a member of the windwos active directory, since i dont know what it is.

    but i manadged to solve the problem partialy just now, and i did so by renameing a folder, i do say partialy because this made it so that creative cloud wouldnt load, (the forever spinning icoon trying to connect) even though if you have a shortcut for the programs istalled through it i noticed i can still open them.

    the folder is found in c/programs (x86)/common files/adobe you have to rename the OOBE folder.. i renamed it into OOBE.old.. creative cloud most probably will create a new oobe folder at some point (not sure since i just manadged to fix my internet by doing this).

    i hope this works for you aswell,

    if you find a way to fix both the internet connection and creative cloud would be nice, im still lookin into it, (there might be something in the oobe folder that does this ???... )

    kind regards,

    Andrei Obb

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