Macos: Creative Cloud not able to install any app.

Report · Feb 12, 2025

I have installed Creative Cloud on macOS 14. It's not able to install any app. A proxy software installed on my mac, which i can't disable or stop temporary as per organisation policy.
It shows this error only during install: "You are offline, Some experiences may be unavailable" as you can see in attached screen shot.

I am also attaching: /Library/Logs/Adobe/Installers/Install.log

Some error log from logs file:

FATAL: Fatal Error '126' occurred while download
ERROR: Downloaded Size=1978329 of segmentID=7 does match Validator Size=2097152
ERROR: Downloaded Size=1959693 of segmentID=9 does match Validator Size=2097152
ERROR: Downloaded Size=1966080 of segmentID=10 does match Validator Size=2097152
ERROR: Retryable error '118' occurred while download
WARN: No open ZIP file to close
WARN: Failed to close the currently open file in the ZIP archive.
WARN: Failed to close the ZIP archive.
WARN: No open ZIP file to close
WARN: Failed to close the currently open file in the ZIP archive.
WARN: Failed to close the ZIP archive.
WARN: No open ZIP file to close
WARN: Failed to close the currently open file in the ZIP archive.
WARN: Failed to close the ZIP archive.

I contacted Proxy software team and adobe generate traffics are not blocked. On receiving traffic, Setup process is closing socket with proxy softwares.

Is there any known issue on mac for creative cloud with proxy?
Is there any configuration required for creative cloud to work with proxy?

Report · Mar 25, 2025

Hi @Ruchika Wadhawan

Just checking if you got any updates for us on this, its been a while we haven't heard back from you.

Regards,

Arjuna

Report · Mar 25, 2025

Hi @arjuna_subramanya ,

It seems this issue is related to the proxy software configuration. As you mentioned, Creative Cloud works fine when the proxy software isn't running, which suggests that the software might be blocking the necessary calls. Creative Cloud works well with proxy configurations, and we haven't encountered any reports from other customers using a proxy environment.

Regards,

Ruchika Wadhawan

Report · Mar 25, 2025

@Ruchika Wadhawan

What's the purpose of collecting logs, you could have given this generic response without logs.

As we mentioned earlier, the proxy software is not blocking any Adobe traffic. When the proxy software receives data for the Adobe Setup process, the connections are being closed bySetup process. We don't know why adobe setup process behaving this way. This is what we need help from your side.

Report · Mar 25, 2025

Hi @faisal_3066 ,

The reason behind collecting logs is to identify if there's any errors in any of the workflows of services related to CCD. We did investigate the logs, and we confirm that the issue is not related to CCD or any of its services.

We can suggest you to try using Charles proxy software instead of the proxy software you're currently using, collect the session and share with us. That might help us identify what's closing the traffic.

Regards,

Ruchika Wadhawan

Report · Apr 02, 2025

@Tarun Saini @Ruchika28549622z4gt
It seems that the Adobe team is having trouble understanding the issue we're trying to explain.
Is there any paid or free Adobe service that allows us to demonstrate an issue live to the Adobe engineering or product team?

Report · May 05, 2025

@Tarun Saini @Ruchika28549622z4gt @Ruchika Wadhawan
Is there any settings which can make creative cloud to use single stream download?

Report · May 05, 2025

@faisal_3066

no, there's no way to throttle the cc desktop app. you can manually control when it updates apps (or not) and you can eliminate file syncing (or not). those are your controls.

Report · May 11, 2025

@Tarun Saini @Ruchika28549622z4gt @Ruchika Wadhawan
We are working with a minimal macOS System Extension project based on Apple’s sample implementation of NETransparentProxyProvider:
https://developer.apple.com/documentation/networkextension/netransparentproxyprovider

The extension is configured to intercept traffic and forward it to the intended(original) destination.
However, Adobe installations and upgrades are still failing. The logs appear as shown below.
Would you recommend any troubleshooting steps to help diagnose or resolve this issue?

~/Library/Logs/CreativeCloud/ACC/AdobeDownload/DLM.log
05/09/25 16:34:42:895 | [INFO] | | | | | | | 55961 | 0 | *******************start of Download****************
05/09/25 16:34:42:896 | [INFO] | | | | | | | 55961 | 0 | GDE Version is 6.6.0.13
05/09/25 16:34:42:896 | [INFO] | | | | | | | 55961 | 0 | INFO: serverfullpathForHeadCall is empty in input structure of DLE
05/09/25 16:34:42:897 | [INFO] | | | | | | | 55961 | 0 | The file to be downloaded is https://ccmdls.adobe.com/AdobeProducts/ACR/17.3.1.3/macuniversal/952865fa-85ef-45e5-98f0-79517137d0a...
05/09/25 16:34:42:897 | [INFO] | | | | | | | 55961 | 0 | Going to download the file at /tmp/191B4A2E-581E-46CC-986F-8D986F1D0D24/AdobeCameraRaw8.0All_delta_17_2_0_45.zip
05/09/25 16:34:45:226 | [INFO] | | | | | | | 55991 | 0 | downloadRemainingData: StreamError 0, bytesRead myErr.error -1, myErr.domain
05/09/25 16:34:45:226 | [ERROR] | | | | | | | 55991 | 0 | Http connection dropped (-4 ISSUE encountered)
05/09/25 16:34:45:991 | [ERROR] | | | | | | | 55991 | 0 | the download job (12) failed to execute. The job state is STOPPED_STATE
05/09/25 16:34:46:010 | [ERROR] | | | | | | | 55990 | 0 | download job: failed to validate the size for the segment(13)
05/09/25 16:34:46:010 | [ERROR] | | | | | | | 55990 | 0 | the download job (13) failed to execute. The job state is STOPPED_STATE
05/09/25 16:34:46:800 | [INFO] | | | | | | | 56006 | 0 | some intermittent error. Retrying now. Error code is 418 and error type is -50
05/09/25 16:34:47:274 | [ERROR] | | | | | | | 55990 | 0 | download job: failed to validate the size for the segment(13)
05/09/25 16:34:47:274 | [ERROR] | | | | | | | 55990 | 0 | the download job (13) failed to execute. The job state is STOPPED_STATE
……
……
Similar log for few other segments
05/09/25 16:35:25:472 | [INFO] | | | | | | | 55958 | 0 | *******************End****************

Complete log attached here:

~/Library/Logs/CreativeCloud and /Library/Logs/Adobe/

https://www.icloud.com/iclouddrive/0e16WGcAz6nPKw4V_TbLGFKXg#Adobe%5Flogs%5F20250509

Report · May 12, 2025

Hi

@faisal_3066

,

Thanks for your response. I've shared the info with our product team. Will keep you posted once we receive any info from them.

Regards,

Tarun

Report · Dec 01, 2025

Did you ever work out a fix for this or receive any useful updates from Adobe support? Suffering the same issue with Skyhigh Cloud Proxy on various versions of macOS.