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cpcent
cpcent
Known Participant
October 21, 2019
Answered

Can't Update Creative Cloud on Windows 10 Clients in Closed Proxy Environment

  • October 21, 2019
  • 10 replies
  • 1922 views

I'm unable to update/download Adobe software (e.g. Adobe Photoshop, Dreamweaver, InDesign, etc.) via the Creative Cloud from a closed proxy environment. Here are the details:

 

  • Clients are in a closed proxy environment (i.e. traffic that does not go through the proxy server is dropped at the firewall). The proxy does NOT require authenication.
  • Internet proxy server settings are configured correctly on the client (applied with group policy).
  • Clients are able to open/use Photoshop, Dreamweaver, etc. without any problems.
  • Clients are NOT able to update/download software via Adobe Creative Cloud. When the user clicks on the Adobe Creative Cloud icon a window pops up with a spinning blue circle.
  • The firewall logs indicate that when Creative Cloud is opened, many dropped packets are sent by the client to Adobe servers (e.g. p13n.adobe.io). In other words, Creative Cloud is ignoring the client proxy settings and trying to connect straight to the internet.
  • Further complicating things, the above problem appears to be limited to Windows 10 clients (Windows 7 clients can use Creative Cloud just fine).

 

Can I please have some help with this issue? Thank you in advance.

This topic has been closed for replies.
Correct answer adityas99625444

Hi @cpcent 

 

Since you've mentioned, the problem occurs only on Windows 10 machines, this could be something worth investigating further, a group policy parameter specific to Windows 10 may be the interruption, I advise you to have your admin create a support ticket with Adobe technical support so this can be checked efficiently.

10 replies

adityas99625444
Adobe Employee
adityas99625444Correct answer
Adobe Employee
November 19, 2019

Hi @cpcent 

 

Since you've mentioned, the problem occurs only on Windows 10 machines, this could be something worth investigating further, a group policy parameter specific to Windows 10 may be the interruption, I advise you to have your admin create a support ticket with Adobe technical support so this can be checked efficiently.

    cpcent
    cpcentAuthor
    Known Participant
    November 24, 2019

    Thank you for your reply.

    Where is the link for submitting a support ticket? I looked, but it isn't really apparent to me.

    Bani Verma
    Bani Verma
    Legend
    November 25, 2019

    Hi Cpcent,

     

    You can create a case or start a chat from the Admin Console's support tab: Enterprise Support.

      cpcent
      cpcentAuthor
      Known Participant
      November 17, 2019

      Hello, the problem described above still persists. Specifically, Adobe Creative Cloud is ignoring group policy proxy settings.

       

      We tried reinstalling Adobe Creative Cloud. This involved temporarily disabling the external firewall. After re-installing Adobe Creative Cloud could access the internet normally. However, after the firewall was enabled again, Adobe Creative Cloud stopped working. In other words, ACC is still ignoring the proxy settings.

       

      Why is this happening? Your help is appreciated.

      cpcent
      cpcentAuthor
      Known Participant
      November 5, 2019

      This is still a problem--we can't download/update via the creative cloud unless we bypass the proxy. We've purchased a number of adobe licences here. Is there any way to receive support for this?

      Jeffrey_A_Wright
      Jeffrey_A_Wright
      Legend
      November 5, 2019

      Cpcent, you are currently posting in the Get Started public discussion forum.  This forum is designed for individuals who have questions on how to get started with their individual memberships.

       

      You mentioned that you purchased several licenses.  What type of Creative Cloud membership did you purchase?

      cpcent
      cpcentAuthor
      Known Participant
      November 6, 2019

      I'm not the one who purchased the licences, but on one of invoices it says MLP Creative Cloud Membership with a yearly plan.

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