[Attention!] Creative Cloud causing serious connection issues.

[funny_perspective0101]

This is a very serious problem, and I hope that if anyone else encounter this, they find this thread.

So the problem?

Suddenly, my internet connection started getting some serious issues, and I thought my network card was singing its last song.
Websites stopped loading, applications stopped connection to the cloud etc, although some applications using direct IP-adress to connect did work, so my first thought was a DNS issue.

I started troubleshooting my PC for hours to no avail, that included tracking IP-adresses and DNS servers, changing drivers for my network card, trying other routers and whatnot. The list goes on and on.

I even re-installed the entire PC after hours of no results.

So with a clean PC, things started working again. I then started installing all my software again from scratch, and suddenly, the problem returned. So again, I started troubleshooting. After starting the PC in safe-mode with network capabilities, I figured out that it wasn't my network card.
After hours of restarting and disabling/activating processes in the background, the cultprit was obvious.

Creative Cloud caused network problems for every single application I used. But it only happened when CC started on windows initial load. I can start it afterwards with no problems.

So basically:

Fresh install of PC

Install CC
== Connection issues.

Solution: Turn off autostart for "Adobe Creative Cloud"

Autostart can be turned off in the application itself, or through searching "msconfig" on windows, autostart tab.

Someone have to take a look at this. I was very close to buying new hardware for my computer, or replacing the entire MOBO, CPU, RAM etc. It took my almost two days to figure this out. It was not an obvious problem.

[kglad]

i'm not adobe.

[podgabe]

Please stop spamming. If you have nothing to contribute, you can just ignore. You don't have to reply to every post here.

[podgabe]

Sorry, meant for @kglad 

[Kalvyn Rasquinha]

Hi @jaanust98144115 , @podgabe could you collect and upload a log file when you're encountering the connectivity issue and share the filename here? Instructions on how to generate the file are here: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

[podgabe]

I'd rather not share the full logs here, sorry. It seems the logs contain a bunch of PII I would rather not share. I'd send it to you via PM, but it's not possible to attach files there.

I see some snippets in the logs though that point to a recurring network connection error during update, there are thousands of error messages repeating (CreativeCloudUserTemp/ACC/AdobeDownload/DLM.log):

08/07/24 11:46:12:500 | [INFO] |  |  |  |  |  |  | 52148 | *******************start of Download****************
08/07/24 11:46:12:500 | [INFO] |  |  |  |  |  |  | 52148 | GDE Version is 6.3.0.13
08/07/24 11:46:12:500 | [INFO] |  |  |  |  |  |  | 52148 | INFO: serverfullpathForHeadCall is empty in input structure of DLE
08/07/24 11:46:12:519 | [ERROR] |  |  |  |  |  |  | 52148 | The windows error code is - 12180
08/07/24 11:46:12:520 | [ERROR] |  |  |  |  |  |  | 52148 | Failed to get the user proxy settings (WPAD). Error is 12180. Ignoring the proxy setting in this case.
08/07/24 11:46:12:520 | [ERROR] |  |  |  |  |  |  | 52148 | failed to resolve the proxy setting on the machine

There are also these at systemTemp/CreativeCloudWindowTemp/ACC/ACC.log:

08/07/24 12:47:48:531 | [ERROR] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 37724 | Problem initializing Connection Channel. Quitting.
08/07/24 12:47:48:531 | [ERROR] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 37724 | Failed to create the connection channel
08/07/24 12:48:18:532 | [INFO] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 37724 | Communication is open on the other pipe. Closing the static guid and re-opening for new clients...
08/07/24 12:48:18:533 | [TRACE] |  | AdobeUpdateService | AdobeUpdateService |  |  | CommBridge | 37724 | Inside closeBridge
08/07/24 12:48:18:533 | [TRACE] |  | AdobeUpdateService | AdobeUpdateService |  |  | CommBridge | 37724 | All pipes closed properly.
08/07/24 12:48:19:547 | [TRACE] |  | AdobeUpdateService | AdobeUpdateService |  |  | CommBridge | 37724 | Inside initCommBridge, creating pipe F7C71944B49B446081C0603DE90E4855
08/07/24 12:48:19:548 | [TRACE] |  | AdobeUpdateService | AdobeUpdateService |  |  | CommBridge | 37724 | Pipe initialization complete with outPipe = 000006A4
08/07/24 13:49:19:955 | [ERROR] |  | AdobeUpdateService | AdobeUpdateService |  |  | CommBridge | 37724 | Number of retries to connect outPipe exhausted with latest err = 536.
08/07/24 13:49:19:967 | [TRACE] |  | AdobeUpdateService | AdobeUpdateService |  |  | CommBridge | 37724 | Inside closeBridge
08/07/24 13:49:19:967 | [TRACE] |  | AdobeUpdateService | AdobeUpdateService |  |  | CommBridge | 37724 | Closing outPipe 000006A4
08/07/24 13:49:19:967 | [TRACE] |  | AdobeUpdateService | AdobeUpdateService |  |  | CommBridge | 37724 | All pipes closed properly.
08/07/24 13:49:19:967 | [ERROR] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 37724 | Failed to create the connection channel

It seems the updater is spamming Windows' APIs for a proxy, but it cannot retrieve it. I use no proxy or VPN, but I am on a Microsoft Entra ID domain joined machine, and all of those exhibited this behavior. I'm not sure if it only happens when on Wi-Fi, but it might also contribute.

I believe seeing some of these logs the problem is how CC tries to resolve proxies or DNS and spams the network stack in Windows when there are tons of files to download, which is every time there's an update.

These are all the files containing the text "error" (case insensitive), and how many times they do. A naive approach but gives an idea.

userTemp\wct8ACC.tmp: 1 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CreativeCloud2.ngllogcontrolconfig: 1 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CreativeCloudInstaller1.ngllogcontrolconfig: 1 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_Photoshop1.ngllogcontrolconfig: 1 errors
RoamingLogs\CCXWelcome\ccd\assets\en_US-d334e746-76d5-4082-bb1b-5de2ecf88019.json: 1 errors
RoamingLogs\CCXWelcome\discover_panel\assets\PHXS-25.11-en_US-fa525c26-730c-4959-966e-f9a7a1162f74.json: 1 errors
RoamingLogs\CCXWelcome\learn\assets\PHXS-25.11-en_US-e45ab552-3b33-4a07-a462-e753425f49e6.json: 1 errors
RoamingLogs\CCXWelcome\learn\assets\PHXS-25.11.0-en_US-a53b396b-cea9-46e2-b1e3-8193151b07ae.json: 1 errors
RoamingLogs\CCXWelcome\discover_panel\PHXS-25.11-en_US-02946eea-5df8-4b12-ab75-fc732b8ad545.json: 2 errors
RoamingLogs\CCXWelcome\discover_panel\PHXS-25.11.0-en_US-a25744e5-93a9-4c2d-8edb-e429c74feb6e.json: 2 errors
RoamingLogs\CCXWelcome\photoshop\PHXS-25.11-en_US-2f48d703-0fef-405d-a1a3-40a62e3a2138.json: 2 errors
RoamingLogs\CCXWelcome\photoshop\PHXS-25.11.0-en_US-de240a1d-eec8-4c79-a845-0064361a57a4.json: 2 errors
systemTemp\UPI_ProgramData\UPILogs_ProgramData\EMCL.log: 2 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CCLibrary2.ngllogcontrolconfig: 2 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CCXProcess1.ngllogcontrolconfig: 2 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CoreSync1.ngllogcontrolconfig: 2 errors
userTemp\CreativeCloudUserTemp\ACC\AdobeDownload\HDHelper.log: 3 errors
RoamingLogs\CCXWelcome\discover_panel\assets\PHXS-25.11-en_US-6b54fcb6-befd-42c6-8ffd-ec6af248c037.json: 4 errors
LocalLogs\CoreSync\907e1b68f261dc11a78832aff561a30d\1\v1\acpl.db: 7 errors
userTemp\NGL_2021\NGLLogs2021\NGLClientWF_Photoshop125.11.0.log: 8 errors
LocalLogs\CoreSync\048daad7acc36d1682274c4e44fb0927.db: 10 errors
RoamingLogs\CCXWelcome\data\PHXS-25.11-en_US-d52842c1-a3f0-4777-85ae-815765f4a6b0.json: 10 errors
RoamingLogs\CCXWelcome\data\PHXS-25.11.0-en_US-443d7643-fdb2-4ebe-9229-d8f5c2c369ff.json: 10 errors
RoamingLogs\Adobe_Photoshop_2024\Adobe Photoshop 2024 Logs\UXPLogs_2024-08-07_12-37-05_949621.log: 11 errors
InstallerLogs\CoreSyncInstall.log: 12 errors
userTemp\oobelib.log: 12 errors
RoamingLogs\CCXWelcome\learn\PHXS-25.11-en_US-8565b3ad-bc3c-4c07-aac7-57fb9c0f00fc.json: 12 errors
RoamingLogs\CCXWelcome\learn\PHXS-25.11.0-en_US-23c7f6b4-ce0c-43ad-bce1-394dda084c3e.json: 12 errors
userTemp\com.adobe.dunamis\dunamis-2024-08-07_09-46-50.log: 14 errors
userTemp\com.adobe.dunamis\dunamis-2024-08-07_10-05-13.log: 14 errors
userTemp\com.adobe.dunamis\dunamis-2024-08-08_09-43-52.log: 14 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CCXProcess15.7 2024-08-07 12-52-40-813.log: 14 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CCXProcess15.7 2024-08-07 13-24-59-213.log: 14 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CCXProcess15.7 2024-08-08 11-16-33-328.log: 14 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CCXProcess15.7 2024-08-08 13-51-21-711.log: 14 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CCXProcess15.7 2024-08-08 14-23-40-042.log: 14 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CCXProcess15.7.log: 14 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CCXProcess15.7 2024-08-08 12-18-57-251.log: 15 errors
RoamingLogs\Adobe_Photoshop_2024\Adobe Photoshop 2024 Logs\UXPLogs_2024-08-08_10-43-28_681164.log: 16 errors
userTemp\com.adobe.dunamis\dunamis-2024-08-07_09-46-47.log: 17 errors
userTemp\com.adobe.dunamis\dunamis-2024-08-07_09-45-47.log: 18 errors
userTemp\com.adobe.dunamis\dunamis-2024-08-07_09-45-53.log: 18 errors
userTemp\com.adobe.dunamis\dunamis-2024-08-07_09-45-21.log: 19 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CCLibrary24.6.log: 19 errors
systemTemp\CreativeCloudWindowTemp\ACC\ACC.log: 25 errors
RoamingLogs\UPI_UserTemp\UPILogs_UserTemp\EMCL.log: 27 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CCXProcess15.7 2024-08-07 12-20-22-567.log: 30 errors
userTemp\ACPLocalLogs\Adobe Photoshop 2024\ACPL__2024-08-07_10-37-06.498219Z_00.log: 31 errors
userTemp\ACPLocalLogs\Adobe Photoshop 2024\ACPL__2024-08-08_08-43-29.656106Z_00.log: 31 errors
userTemp\CreativeCloudUserTemp\ACPLocalLogs\Adobe Photoshop 2024\ACPL__2024-08-07_10-37-06.498219Z_00.log: 31 errors
userTemp\CreativeCloudUserTemp\ACPLocalLogs\Adobe Photoshop 2024\ACPL__2024-08-08_08-43-29.656106Z_00.log: 31 errors
userTemp\ACPLocalLogs\Adobe Photoshop 2024\ACPL__2024-08-07_10-21-05.697053Z_00.log: 36 errors
userTemp\CreativeCloudUserTemp\ACPLocalLogs\Adobe Photoshop 2024\ACPL__2024-08-07_10-21-05.697053Z_00.log: 36 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_default.log: 37 errors
RoamingLogs\CCXWelcome\ccd\en_US-7ebb4df4-ac28-403b-918c-bc75d5886cf0.json: 45 errors
userTemp\com.adobe.dunamis\dunamis-2024-08-07_09-48-09.log: 56 errors
userTemp\CreativeCloudUserTemp\ACC\WAM.log: 57 errors
userTemp\com.adobe.dunamis\dunamis-2024-08-07_09-46-44.log: 62 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CreativeCloud26.3.0.207.log: 75 errors
RoamingLogs\Adobe_Photoshop_2024\Adobe Photoshop 2024 Logs\UXPLogs_2024-08-07_12-20-37_258839.log: 77 errors
RoamingLogs\CCXWelcome\ccd\en_US-24c6d287-d7de-4fbe-8616-735633204665.json: 82 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CoreSync17.2.0.58 2024-08-07 12-05-24-744.log: 106 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_Photoshop125.11.0.log: 112 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_Photoshop125.11.0 2024-08-08 10-43-23-571.log: 113 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CreativeCloudInstaller12.1.log: 116 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CreativeCloud26.3.0.207 2024-08-08 13-40-59-638.log: 122 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CreativeCloud26.3.0.207 2024-08-07 18-18-09-077.log: 123 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CreativeCloud26.3.0.207 2024-08-07 13-17-04-782.log: 127 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_Photoshop125.11.0 2024-08-07 12-37-03-240.log: 163 errors
userTemp\ACPLocalLogs\creative_cloud_cloud_docs_v5_3 6.3.0.207\ACPL__2024-08-07_09-49-28.484196Z_00.log: 177 errors
userTemp\CreativeCloudUserTemp\ACPLocalLogs\creative_cloud_cloud_docs_v5_3 6.3.0.207\ACPL__2024-08-07_09-49-28.484196Z_00.log: 177 errors
userTemp\ExMan Logs\CoreSync-2024-08-08.log: 208 errors
userTemp\CreativeCloudUserTemp\CoreSync\CoreSync-2024-08-08.log: 208 errors
userTemp\NGL_2021\NGLLogs2021\NGLClient_CoreSync17.2.0.58.log: 273 errors
userTemp\CreativeCloudUserTemp\Creative Cloud Libraries\CC Library Process.log: 337 errors
userTemp\ExMan Logs\CoreSync-2024-08-07.log: 368 errors
userTemp\CreativeCloudUserTemp\CoreSync\CoreSync-2024-08-07.log: 368 errors
userTemp\com.adobe.dunamis\dunamis-2024-08-07_10-37-03.log: 455 errors
userTemp\com.adobe.dunamis\dunamis-2024-08-07_10-20-32.log: 479 errors
InstallerLogs\Install.log: 492 errors
userTemp\com.adobe.dunamis\dunamis-2024-08-08_08-43-24.log: 503 errors
userTemp\CreativeCloudUserTemp\CCX Welcome\CCX Process.log: 650 errors
userTemp\CreativeCloudUserTemp\ACC\AdobeDownload\DLM.log: 1366 errors
userTemp\CreativeCloudUserTemp\ACC\ACC 2024-8-7 11-48-08.log: 2146 errors

[Kalvyn Rasquinha]

Hi @podgabe , no need to share the log file here. If you got to the "upload" step in the utility, share the filename that was uploaded. We can pull down the log from the backend system.

[podgabe]

I see, sorry, the instructions weren't clear on this.

Here it is: 

AdobeLogs_20240809_085503_654-win-GS.zxp

As I said above, I believe having Wi-Fi and domain connected to Microsoft Entra might have something to do with this, as seemingly CC floods the local network with proxy/DNS queries, which repeatedly fail, even though no proxy is set up.

[Kalvyn Rasquinha]

Thanks for the filename, @podgabe . The team is investigating.

[Ruchika Wadhawan]

@podgabe Thank you sharing the log file name. Since we've release another CCD version, could you collect and share the log file name again if the issue is still happening on your machine?

Regards,

Ruchika Wadhawan