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perrybrus
Inspiring
June 13, 2016
Answered

Unable to access online services

  • June 13, 2016
  • 1 reply
  • 973 views

I'm having so many issues with my CC membership that I don't know where to begin, but let's take the most common once:

I don't get to see the content of my library, the link within the panel goes to a message saying that "Adobe is working on this issue" bla bla but the suggested action doesn't lead to any result.

When I re-start and start every Adobe app again then the library is magically available again - but then only in PS but not in IND. In the latter app it says I need to log into my CC account in order to see my library, but as I'm already logged in that's not the issue obviously. When I start Illustrator the library is available with all its content. Seems like the library is randomly working and randomly not.

I'm totally unable to run any new updates, it just generates a red text saying "Cannot update, please contact support".

This is mainly the greatest hits from all CC issues in addition to all the crashes, instabilities, menu items being in and out of availability etc. This is an Enterprise license. I'm personally ready to give this concept up and our IT manager that administrates all the CC licenses frustratingly agrees. Being a constant victim of using a beta version all the time is beginning to take its tole - cause that's what we all do. Using a chronic beta version of every version as they are constantly "under construction"

    This topic has been closed for replies.
    Correct answer alisterblack

    If you cannot access online services such as CC libraries or updates, then this points to something blocking your connection.

    My question would be, do you have these problems outside of your work network (if it is possible to check?).

    Likely causes are endpoints at Adobe being blocked or certain proxy environments.

    Adobe Creative Cloud for enterprise Help & Support

    - This page has our documents on proxys and endpoints, I would have your IT team check it.

    1 reply

    alisterblack
    alisterblackCorrect answer
    Inspiring
    June 13, 2016

    If you cannot access online services such as CC libraries or updates, then this points to something blocking your connection.

    My question would be, do you have these problems outside of your work network (if it is possible to check?).

    Likely causes are endpoints at Adobe being blocked or certain proxy environments.

    Adobe Creative Cloud for enterprise Help & Support

    - This page has our documents on proxys and endpoints, I would have your IT team check it.

    P
    perrybrusAuthor
    Inspiring
    June 13, 2016

    That's not the case cause as I write in my post the message says "Adobe is working to solve this issue" when the library isn't available. And as mentioned the library is available is some apps but not in others, this doesn't point to any local access issues. If I'm not logged into the CC account I wouldn't be able to open any CC app, but from time to time I receive messages saying I'm not logged in but I am!

    I have only one stationary workstation on a fixed cabled line so I can't check any other network, but I had a chat with some other CC users in my company and they all said they had the "usual" issues, meaning all sorts of problems with the CC concept. We've had a chat on this topic before and some of my colleges actually went back to a hardcopy of CS6, I'm considering doing the same cause CC has never ever been stable. When reading support forums I observe that many people share my frustrations. When I'm constantly using a beta-version of a program it can never been stable. The CC system is based on software that's always a release candidate so to speak as they are always in some sort of development. I never experienced this much instability issues with the former hard copy version. I can't really call CC a success seen from a users standpoint . Can you?!

    alisterblack
    alisterblack
    Inspiring
    June 14, 2016

    This forum can assist you with troubleshooting these issues if that is what you would like to do.

    Useful information would be the exact version of CC installed, the operating system used, the exact error messages encountered, with screenshots if possible.

    You report that some of the problems are inconsistent between applications but what is consistent is the inability to update.

    I'm totally unable to run any new updates, it just generates a red text saying "Cannot update, please contact support".

    Administrators have the power to suppress updates when deploying with Creative Cloud Packager. You mention this is Creative Cloud for Enterprise so this is possibly what has happened.

    See the following document Disable auto-updates in Adobe Creative Cloud and Adobe Creative Suite 6 apps

    This can be quite easily remedied by the admin. Or they should use alternative methods to deploy your updates.

    Of course you need local admin rights on your machine to install apps and updates.

    Installing updates will improve stability.

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