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A
AlexN00
Inspiring
June 14, 2023
Answered

problem with app update connection

  • June 14, 2023
  • 5 replies
  • 3135 views

I need to update Lightroom and Photoshop, but since this morning, I haven't been able to.

Every time I try to click on 'update' in Creative Cloud, a window pops up saying that I don't have an internet connection when I don't have any issues of this kind.

Speaking with other colleagues, they are also experiencing this problem. How can I solve it?

 

Thank you!!

This topic has been closed for replies.
Correct answer AlexN00

This morning's update: I tried once again to update, and... IT WORKS!!! Like it happened to others, without doing anything "magically," it started working again without any intervention on my part. I don't know why, but the important thing is that the problem has been resolved without having to spend days reformatting the PC. 😉

5 replies

A
AlexN00AuthorCorrect answer
Inspiring
June 22, 2023

This morning's update: I tried once again to update, and... IT WORKS!!! Like it happened to others, without doing anything "magically," it started working again without any intervention on my part. I don't know why, but the important thing is that the problem has been resolved without having to spend days reformatting the PC. 😉

kglad
Community Expert
kgladCommunity Expert
Community Expert
June 22, 2023

@AlexN00 

 

good to heat that, and thanks for the update!

A
AlexN00Author
Inspiring
June 21, 2023

 

if you're certain mobile data wasn't used, you can backup your computer's data, reformat your has hard drive, install and update your os , install the adobe cc app and retest.


By @kglad

 

It's not a viable solution. I can't format my Mac to test if the connection to Adobe servers works. I use the PC for work, and I can't uninstall programs, let alone format it.

If there are no alternatives, I will be forced to work with outdated Adobe software.

 

@CyberBengt 

Thank you for your feedback. Yes, indeed, it doesn't seem to be the exact same issue, although it is very similar, as the connection works when using a different mobile network hotspot. I find it strange that another photographer colleague of mine had the same problem last week, and suddenly it started working without doing anything. I have run numerous tests and spoken to Adobe technicians through chat, but without any results.

kglad
Community Expert
kgladCommunity Expert
Community Expert
June 21, 2023

it is an extreme solution and if you don't want or can't apply it, that's understandable.

C
CyberBengt
Participant
June 21, 2023

I have exactly yhe same problem as alessandroc53858069

I have to wait for automated updates, sometimes for days. When I manually try to update, the update aborts at 10-20% pretty much every time. Very frustrating.

And Yes, I have tried all the troubleshooting tips in this discussion. I have disabled my firewall and anti-virus software. I have also tried connecting to the internet differently via phone and fibre. Nothing seems to help.
Sometimes it would be nice to go back to the old days when you downloaded an update file and then installed it.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    June 21, 2023

    @CyberBengt 

     

    you have a different problem than the op.  your issue is your internet connection.

    C
    CyberBengt
    Participant
    June 21, 2023

    I don't think so. My fiber connection gives me steady 600+ Mbit/s and my phone 40 Mbit/s. No issues with any connection other than Adobe.

    A
    AlexN00Author
    Inspiring
    June 20, 2023

    Hello, after spending several hours with Adobe technicians, I haven't solved the problem... I still see the "connection error" message when I try to update the apps. I also reached out to my phone line operator to check if there are any restrictions on the line, but they told me there are no restrictions. At this point, I don't know what else I can do.

     

    I wonder if anyone with the same problem has managed to solve it because, in addition to chatting with Adobe technicians, I have tried all the suggested guides. Thank you!

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      June 20, 2023

      @AlexN00 

       

       

      why did you state, "Speaking with other colleagues, they are also experiencing this problem.."?

       

      are you using a teams or enterprise subscription?

      A
      AlexN00Author
      Inspiring
      June 20, 2023

      No, I have a personal subscription (photography plan). I often compare myself with my fellow photographers, and while discussing this issue with the software I use for work, I discovered that others had the same problem, but it resolved automatically without doing anything.

      John T Smith
      Community Expert
      John T SmithCommunity Expert
      Community Expert
      June 14, 2023

      TLS 1.2 is now required to connect https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html

      -test your browser https://clienttest.ssllabs.com:8443/ssltest/viewMyClient.html
      -http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html
      -https://helpx.adobe.com/download-install/kb/unable-to-reach-adobe-servers.html

        A
        AlexN00Author
        Inspiring
        June 14, 2023

        Thank you, but I don't use a browser for updates. I use the Creative Cloud application.

        Macbookpro M1

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        June 15, 2023

        you still need to meet adobe's requirements for secure connections and those use your default browser settings.

         

        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

         

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