ERROR 12015

[Biela_5201]

Hi, i want to use the AI Assistant and i need to enter GET STARTED or sign in first. but there is an error 12015 "Are you connected to the internet?". why is it happened since i was connected to my personal hotspot and has full bar line. How to solve it since i need to use Ai Assistant.

[Cleyton Jackson0101]

Error 12015 

I'm from Brazil and I'm having the same problem.
I tried to talk to support and the option they gave me was to format my entire Adobe package. I lost a day of work, my settings and the problem persists. I don't know what to do.

[Biela_5201]

So do you format the entire Adobe package and can use it again? Do you know how to format it?