P: Photoshop Generative Fill - We've encountered an issue and can't complete your request Oct 16

[alexander_5788]

Hi,

I've been unable to use any of the generative AI functionality within Photoshop for the last 12 hours. I rely on this functionality heavily so my workflow has been severely disrupted. Is anyone else having issues? I get an error any time I try to generate anything - I've never encountered this problem before. It's not a problem with credits as I have plenty.

Thanks!

[it0mac]

When I try to use any generative functions this errors shows:

"The service is not responding. Please check your internet and try again."

[it0mac]

I also tried it on MacOS, but I got the same error

[Aleke]

Hi @it0mac! 
Has this been happening for a while or is it a recent issue? I tried generating something just now and it worked for me. What version of Photoshop and operating system are you using?

Thanks!
Alek

[it0mac]

Thank you, I think it's settled now. Yesterday we tried it on different devices and with different internet networks, and the problem was still there. Now it is generated only with a huge delay. Very disappointed.

We tried it on MacOS and Windows, and even in the beta version. So I don't think the version had any effect.

[Srishti Bali]

Glad to hear you're back on track! I completely understand how frustrating it can be when you're unable to use the app. Issues like this are often caused by internet-related factors such as slow speed or firewall restrictions. However, since you’ve already tried using different machines and internet connections, that helps us rule out both the internet and the machine as the source of the problem.

If the issue happens again, please feel free to reach out—we’ll be more than happy to investigate further and help you get back up and running. 

Regards,

Srishti

[alexander_5788]

[Elise377390101y0l]

I have been trying to use generative expand, fill, and clean up tools and keep getting this error. I checked my internet connect, restarted my computer, updated all applications, and even tried reverting to an older version of Photoshop and nothing is working. 

[dean_7692]

Been getting this error as well since yesterday

[Srishti Bali]

Hi all,

Sorry for the disruption you’re facing with Photoshop’s generative AI features. Have you tried connecting to a different network, like a mobile hotspot, to see if the issue persists? Sometimes, network restrictions or firewall settings can interfere with AI generation, so this can help narrow down the cause. To help us investigate further, could you please share a few more details?

• The exact version of Photoshop you’re using (e.g., 26.x)

• Your operating system and version (Windows/macOS)

• Are you using Photoshop desktop or Photoshop on the web?

• Does the error happen with all images or only specific ones?

Regards,

Srishti

[Liel Nizri89]

im tring to use generative remove. 

it gives me that error

[Elise377390101y0l]

Hi Srishti,

I tried switching to a mobile hotspot and the issue still pursists. I also tried on a different device and still having this issue. 
I am on the desktop app Photoshop v.26.11. I am working on a MacOS 15.6.1. I have tried multiple different images/files and it's happening to everything I open and attempt with. I also tried installing an older version of Photoshop and it still doesn't work. Any generative feature such as fill, exand, Remove Tool, etc are not working. I get the same error for each. 

[alexander_5788]

Hi Srishti,

I tried connecting to a mobile hotspot but got the same error message.

I'm using PS version: 26.11.0
Mac Sonoma 14.6.1
Photoshop Desktop
All images for around 24hrs now

[karine_7424]

Hi!

I’m using a MacBook Air (2024, M3) with the latest macOS update Tahoe 26.0.1 installed. Photoshop is also fully up to date, but the Generative Expand feature isn’t working. I’m getting an error message, please see the attached file.

Could someone help me resolve this issue?

Thank you! 🙂 

[Kevin Stohlmeyer]

@karine_7424 is it just with generative expand or any AI/Firefly feature?

If its everything - check your firewall settings and make sure it's allowing a connection. 

[RondaSM]

Our entire team of 6 cannot use Generative Fill in Photoshop. It stops a moment after we click Generate. Some are getting the error message "We've encountered an issue and can't complete your request at this time. Please try again later." Some of us get nothing.
We are on different Mac OS versions, in different locations, at home, at office, different states.

For mine I've tried restarts, resetting preferences, uninstalling & reinstalling Photoshop, tried the previous 26.10 of Photoshop. I'm on Sonoma 14.7.6 with Photoshop 26.11.

[karine_7424]

@Kevin Stohlmeyer it's not just generative expand, some other action have the same message. The Firefly looks ok, bit I'll contact the IT department on this one. I really don't understand what can be the problem here. 
Thank you for the answer. Maybe it will help! 

[davidm41553790]

I'm getting the same error when attempting to use Generative Expand or Fill, regardless of the source image or prompt. This has been going on since yesterday.

Mac Mini M4, Sequoia 15.3.1, Photoshop v26.11.0

[karine_7424]

@Srishti 

Hi Srishti 🙂 

I have tried with my poersonnal hotspot on my IPhone, it's still not working. 

I’m using a MacBook Air (2024, M3) with the latest macOS update Tahoe 26.0.1 installed. Photoshop is also fully up to date. 

[Kevin Stohlmeyer]

@RondaSM for your instance - how is your deployment managed? Are you on a Teams account, individual logins, etc. 

When multiple users are experiencing an issue like this - the issue is normally upstream if Teams/Enterprise - confirm that your Adobe Admin Console admin is allowing access. 

[Kevin Stohlmeyer]

@karine_7424 the issue may be the firewall settings on your Mac OS - not the router/internet connection. 

https://support.apple.com/guide/mac-help/change-firewall-settings-on-mac-mh11783/mac

[Riannon368885617n15]

Our team also cannot use the generative AI finctions in Photoshop. the same issues also occur when using the Firefly generative fill.

This must be an Adobe server issue. is there an update on when this will be resolved? Have to revert to the old fashioned way of doing things - but generative AI definitely sped up the process.

[BJOERN15C2]

Same Problem here for our entire Team. Windows and MacOS. Regular Photoshop and Beta. Firefly and Nano Banana. Office LAN and independent Internet connection from home. Nothing works. Problems begun Oct 15th at afternoon (CET), IIRC.

[Kevin Stohlmeyer]

I've sent a note over to the team to check for issues, but if you are an enterprise or teams user that may explain how so many in various environments are affected. If you are ent/teams - your Admin Console can control your access. Have your IT admin check to make sure an update did not inadvertently affect your access to Firefly features. 

[VeronicaCreative]

@Srishti Bali if multiple team members working from different locations (including onsite vs. offsite) are receiving the "service not responding" error, would that be a strong indicator that it's a firewall restriction. We're on an enterprise account.

[Lauren22638214c5qz]

Also having this issue for over a day. No generative AI tools are working in photoshop. Not working onhotspot or on friend's machine in another city. photoshop 26.11.0, macbook pro running sequoia 15.6.1.