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Mehek2989189371t0
Participant
Apr 28, 2025 7:45 AM UTC
Answered

Please Check Your Internet Connection and Try Again

Everything was working fine, but now I am unable to use the generative fill feature in both Photoshop and Illustrator, as it says "Please check the internet connection and try again". Attaching the screenshot for your reference. Would be great if someone could help.

Thank you 🙂

    d_7239Correct answer
    Inspiring
    Aug 17, 2025 10:34 PM UTC

    Hey, @d_7239. Welcome to the Photoshop Community. I reviewed the account you used to log in and found an active EDU subscription.

     

    If an IT team manages the device, ensure all the Adobe Network endpoints are whitelisted: https://adobe.ly/3STmkga


    You can also try using Photoshop Web (https://adobe.ly/3WkhVFm) on a different/alternate device & internet network to rule out that it is a network issue. 

     

    Let me know how it goes. Thanks!
    Sameer K

    (Type '@' and type my name to mention me when you reply)


    Thank you so much Sameer for taking the time to answer my question!
    It was my IT team and they managed to sort it.
    View reply

    29 replies

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    silveryblu
    Participant
    May 21, 2025 11:37 PM UTC

    I am also having this problem on Photoshop 2025 on Mac OS. Scoured the web and don't see any solutions for Mac, only for Windows. My internet connection is very good, so it's not that.

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    Srishti_Bali
    Srishti_Bali
    Legend
    May 22, 2025 7:48 PM UTC

    Hi @silveryblu

     

    I’m really sorry for the inconvenience you’re facing. If you’re currently on Wi-Fi, try switching to a mobile network to help rule out any connectivity issues.

    If that doesn’t help, I’d recommend trying to log in using Safe Mode and see if the issue persists there. This can help identify whether something in your system environment is causing the problem.

    Safe mode Windows: https://adobe.ly/4muuLM2

    Safe mode MAC: https://adobe.ly/3FgwLXw

     

    Let me know how it goes—I'm here to help!

     

    Regards.

    Srishti

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    silveryblu
    Participant
    May 22, 2025 8:03 PM UTC

    Thank you Srishti. That seems like a pretty extreme solution though, just for Photoshop to work correctly! 

     

    I did find that if I switch to using my phone's personal hotspot as my network (over BlueTooth), then Photoshop generative AI works perfectly. This is a bit silly as I have a very fast WiFi network. But I guess I'll just do that while I'm working on that type of thing. Still, I think Adobe has some work to do here.

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      Mehek2989189371t0Author
      Participant
      May 10, 2025 2:10 PM UTC

      It's been over a week, I still have not received any help from the team. The issue is still the same "Please check the internet connection and try again". Please resolve my issue. @Sameer K 

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      Sameer K
      Community Manager
      Sameer KCommunity Manager
      Community Manager
      May 20, 2025 11:40 AM UTC

      Hey, @Mehek2989189371t0 & @PavelNK. I've checked both of your accounts, and you have active subscriptions. 

       

      If an IT team manages the device, ensure all the Adobe Network endpoints are whitelisted: https://adobe.ly/3STmkga

       

      Please temporarily disable any Antivirus, Firewall, or Web browser plugin that can control how your device connects to the internet. 


      As recommended before, you can also try using Photoshop Web (https://adobe.ly/3WkhVFm) on a different/alternate device & internet network to rule out that it is a network issue. 

       

      Let me know how it goes. Thanks!
      Sameer K

      (Type '@' and type my name to mention me when you reply)

      Translate
      Mehek2989189371t0Author
      Participant
      Jun 2, 2025 11:06 AM UTC

      Hey Sameer,

      Thank you for your response. I’m worried that disabling the firewall and antivirus might open up more issues or risks for my system.

      I also wanted to share that I tried using Photoshop Web as you suggested (screenshot attached), but the Generate Image feature isn’t working there either.

      Interestingly, it works perfectly fine on my phone, but on my laptop (which shows “Managed by Organization” in some settings, even though it’s a personal device), it still gives the same “Check internet connection” error.

      I’ve tried reinstalling Photoshop and Illustrator, logging out and back in, and even switching internet networks. Nothing has fixed it so far.

      Could there be anything else blocking access from your side or something deeper tied to my account/device config?

      Appreciate your help!

      Translate
      Sameer K
      Community Manager
      Sameer KCommunity Manager
      Community Manager
      Apr 28, 2025 10:16 AM UTC

      Hey, @Mehek2989189371t0. Welcome to the Photoshop Community. I'll clarify this for you. 

       

      This error occurs when the subject or the generated results contain content that goes beyond or against the guidelines. 

      Do you know if this happens with a specific document or prompt? Try using Photoshop Web (https://adobe.ly/43OEcPF) and see how it goes. 

       

      Thanks!
      Sameer K

      (Type '@' and type my name to mention me when you reply)

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      Mehek2989189371t0Author
      Participant
      Apr 28, 2025 11:40 AM UTC

      @Sameer K  , Thanks for the response. I believe this is happening for all the documents and prompts. When trying in Illustrator to generate vectors, it shows "We're experiencing high demand." Everything was working fine a week ago. I also tried using Photoshop Web, it shows an error too. Attaching the screenshots for your reference.

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