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New Participant
August 24, 2016
Answered

[Attention!] Creative Cloud causing serious connection issues.

  • August 24, 2016
  • 12 replies
  • 12635 views

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.

Correct answer Fayyadh33697251uep5

I have the same issues as you, but I finally solve it, After following the steps stated by florrpan, go to Windows Defender Firewall and disable anything related to adobe for both, Inbound and Outbound rules. 

12 replies

Kalvyn Rasquinha
Community Manager
Community Manager
August 7, 2024

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

Participating Frequently
August 8, 2024

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
Community Manager
Community Manager
August 8, 2024

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.

Participating Frequently
August 7, 2024

I understand where you're coming from, but the solution is rather a workaround.

 

Every time I reinstall Creative Cloud, it breaks my internet connection. Websites intermittently stop working, sometimes even the full PC starts stuttering as if struggling with some hardware issues. I can't stream if this thing is running because it makes my connection drop every half an hour or so. This only happens if and when I install Adobe CC AND it is running. Thus, not starting CC technically "solves" the issues. However, I need to run CC for my work. This is utterly unacceptable. In the meantime, I turned off all auto-starts and auto-updates for all Adobe products I could find. I can't cancel (the very pricey) subscription just yet, because I need to look for alternatives. But believe me, I'm actively looking for other alternatives, including using pirated versions (despite having a license), so that the issue goes away.

 

The architects of Creative Cloud should be ashamed of delivering such a bloatware. I only need it to download software. How do they even make my network connection go out? It's a joke.

kglad
Brainiac
August 7, 2024

@podgabe 

 

sorry to hear that.

jaanust98144115
Participating Frequently
August 7, 2024

Adobe should stop all other developments and use all workforce until this is fixed.

 

"Sorry to hear that" helps exactly 0 ppl.

 

Adobe is sorry only because it loses clients. Not because clients are having trouble.

The problem is there for 8 years now... eight years!!

jaanust98144115
Participating Frequently
January 1, 2024

2024 still same problems. Ridiculous!

New Participant
January 29, 2024

Confirmed, this is an issue in 2024. Just after installing Substance Designer 3D and all the additional Adobe bloatwarr apps, my performant computer was unable to connect to the internet, also, something was using up all the resources on my computer.

 

I had to restart in Windows Safe Mode then I rolled back my computer to the restore point before I installed adobe's suite and everything is back to normal. 

 

I am cancelling my subscription.

kglad
Brainiac
March 13, 2024

@Matthew34520427c16x 

 

make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

if you want to cancel but are unable to follow the steps described in the "how to cancel page", contact adobe support.

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies, and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

daveh16729353
New Participant
December 4, 2022

This is absurd... we pay a lot of money for these adobe products and this should be fixed by adobe.

 

I had no problems until i upgraded to Windows 11.   Now anytime adobe does an update it crashes my network.

 

10000% this is an adobe problem.

 

FIX IT!

kglad
Brainiac
December 4, 2022

@daveh16729353 

 

what do you see when "it crashes my network"?

daveh16729353
New Participant
December 5, 2022
It causes my core router to freeze and crash, which brings down my entire network.

It is very repeatable…. i first saw it when trying to install the elements suite. Now it happens everytime there is a creative cloud update like the camera raw update that just came out.

Whatever core component Adobe is using in its software to download from the adobe servers is broken. It is obviously creating bad or flood traffic and locking up routers.
New Participant
January 5, 2022

Thank you very much for your help. I have just started Adobe Creative Cloud but it turned out to the internet connection issue that bothered me the most. At the moment, whenever I use my Creative Cloud Desktop, the interface always turns to offline mode owing to the internet connection issue of Adobe CC. Hopefully, I will figure out the way to eliminate this hindrance soon. All in all, thank you for the tip and wishing you all the best.

 

New Participant
December 5, 2021

End of 2021, and I still have the same problem. 

 

Installed Windows 11 and Adobe CC, and my internet went chaos. I hated on Windows 11 and installed back Windows 10. Everythings fine. 3 days later I needed photoshop again and installed creative cloud. Same issues reappeared again. This was the hint that it must be Creatice cloud. Please fix this Adobe, I was going crazy for 1 month because of this.

May 3, 2020

I had a similar problem.  This video saved me for big-time https://www.youtube.com/watch?v=if745CpIr_Y

 
New Participant
September 11, 2016

I've found something worth adding for PC users using Windows 10 (unsure how to apply this to Mac):

  • Run msconfig - takes you to system configuration (as previously stated by Florrpan)
  • Ensure "Selective Startup" is selected under the General tab.
  • Tick Load system services and Load startup items.
  • Go to the Services tab.
  • Uncheck all Adobe services and click Apply.
  • Go to Startup and open Task Manager.
  • Ensure Adobe Creative Cloud is disabled - this can be done using either your right mouse button or the Disable button at the bottom of the window.
  • Ensure Adobe Updater Startup Utility is disabled.
  • Ensure Acrotray is disabled.
  • Restart your PC.

Happy creating! If anyone does all of this and runs into issues please let me know

wolterl40117928
New Participant
January 27, 2017

Hi,

I have gone through all the steps you have outlined and I still consistently get this problem.

It is definitely adobe creative cloud causing this problem because when I uninstall adobe CC the computer works fine, however, after reinstall, the problem returns.

Any ideas?

J Goers
New Participant
August 31, 2017

I had this EXACT same problem. Spent time on the phone with Adobe and hours troubleshooting on my own. In the end the only thing that fixed it was changing ports on the ethernet card on the back of my computer. Very weird. Nothing else worked. It seemed to be dropping me every time I sent data and since CC was sending lots of requests I was getting dropped often.

New Participant
September 9, 2016

This was incredibly helpful - thank you! Why we should have to do anything like this to fix such a fundamental issue is beyond me.

I hope this is fixed soon for other users looking to get setup with the same fluidness that Adobe is well known for.

New Participant
September 9, 2016

I had Adobe CC on two MacBook Pros (mine and my wife's). On mine, the CC manager rarely runs; I run it when I want to update something. On hers, it was running all the time, alongside the outdated "Adobe Updater" app.

SLOWDOWN, THEN NOTHING...

For the past 2 weeks, my internet connection has been dropping frequently. First terribly slow, then no connection for 3-4 minutes. Sometimes it would happen every 2-3 minutes, and sometimes it'd be okay for 10 minutes, but never for long. I had an ISP tech out twice -- he dutifully replaced our lines, ran all kinds of tests, but no luck. I moved the router. I replaced my router.

UNINSTALLED CC. VOILA!

I stared at the ever-present Adobe icons at the top of my wife's screen, and wondered, could Adobe CC be flooding the LAN with huge numbers of attempts to connect to Adobe... or to see whether other machines on the same LAN have proper licenses for CC, or whatever? I uninstalled all Adobe products (my wife doesn't use them anyway). Everything in our household was back to normal 90 seconds later.

And now that I think about it, each time my wife closed her MacBook over this period, things worked. Then she'd open it, and within a few minutes, every device was producing "No internet connection" messages. I didn't notice this pattern at the time. This bug kept our iPads, iPhones, MacBooks, Chromecast and Roku from accessing the web reliably for about 2 weeks. In the ~25 years since I began using computers as a kid, this is the most unforgivable, unbelievable bug I have ever encountered.