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default4663rn6xekin
Participant
December 10, 2020
Question

Unable to connect to or reinstall creative cloud

  • December 10, 2020
  • 2 replies
  • 613 views

Hi, is anyone else having issues with connecting to creative cloud today?

 

I'm using the new macbook air m1 and for some odd reason I'm unable to connect to creative cloud to use photoshop. When I open the application I get a prompt stating i've been signed out of creative cloud, I retry and it then suggests there may be a problem with my network/firewall (cant remember the exact message) the cycle then repeats over and over again. Eventually a popup comes up stating unable to connect to the adobe servers and to try again later.

 

I've been on the phone to tech support for over 2 hours - he's unistalled creative cloud and all adobe apps and now we are unable to reinstall creative cloud again, the installer is just circling and keeps opening the sign in page in safari - it signs me in fine then switch back to the installer which just circles again and then the sign in page opens and the cylce repeats. 

 

The funny thing is, it was working completely fine last night and this morning and never had a problem over the previous two weeks, I've installed no OS updates (automatic updates are disable) and there's been no creative cloud updates that I'm aware of. Firewall is disabled and no antivirus software installed. We've tried on two separate internet connections and also on my mobile phone hotspot and the same problem persists. He even created a brand new admin user account and we've tried on that account and still the same issue. Eventually the tech support guy has given up and escalated the issue to a specialist who is apparently going to call me back tomorrow (far from ideal!)

 

Is anyone else having the same issue? Or does anyone have any insight into how I may be able to fix this? The only thing I've yet to try is a full format of my system which I'd like to avoid if possible.

 

I now have a very unhappy client as I'm unable to complete a job which I promised would be delivered today.

 

Any help would be greatly appreiacted.

 

Thanks

    This topic has been closed for replies.

    2 replies

    D
    default4663rn6xekinAuthor
    Participant
    December 10, 2020

    Wow! I've now found the issue to my problem, I've just tried logging in via one of my employees Adobe account and its downloaded completely fine. So the issue seems to be specific to my account! I'm literally lost for words, how has this even happened?!

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    December 10, 2020

    you probably have a problmatic user account.  try creating a new one and installing cc on that account.

      D
      default4663rn6xekinAuthor
      Participant
      December 10, 2020

      Yeah it's what I'm going to do, honestly couldn't make this stuff up! I'm actually more annoyed that it wasn't something more serious after wasting 6 hours of my day on this lol. Never mind at least it's sorted! Thanks 

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      December 10, 2020

      ftry resetting the cc app: To reset the Creative Cloud desktop app, make sure it's in the foreground, then press:

      Win: Ctrl + Alt + R
      Mac: Cmd + Opt + R

      if that fails, try to repair
      https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

      if that fails go ahead and uninstall/reinstall per the above link

      if that fails, do a clean cc install following each applicable step:

      uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
      then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
      clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
      check for, and if available, update your os
      restart your computer (don't skip this)
      reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.
      if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)
      use the desktop app to install your cc programs/trials

        D
        default4663rn6xekinAuthor
        Participant
        December 10, 2020

        Thanks for the reply, I've tried every single one of these steps and the tech support agent has tried the same and still unable to reinstall CC or get connected. All adobe apps have been removed and i'm unable to reinstall any of them as I cant get CC to reinstall - it jsut wont connect to the adobe servers.

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