Macos: Creative Cloud not able to install any app.

[faisal_3066]

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?

[kglad]

start here: https://helpx.adobe.com/de/download-install/kb/cannot-verify-subscription-offline-mode.html

[faisal_3066]

Tried multiple things as below, still same issue.

https://www.adobe.com is opening in browser.

Computer data and time is correct

No proxy authentication prompt received. No system proxy configured. Only Proxy software installed(a security product)

Selected(checked) Exclude Simple Hostnames and Exclude simple hostname in system preferences.

[kglad]

what is your os (and version)?

what is your default browser (and version)?

[faisal_3066]

macOS 14.7.2 Sonoma (cpu: M1), default browser Chrome Version: 133.0.6943.54   

[kglad]

those are good.

make sure you don't have any firewall or hosts file issues, https://community.adobe.com/t5/download-install-discussions/unable-to-reach-adobe-servers-while-inst...

[faisal_3066]

I am using Creative Cloud.app macOS desktop app to install adobe apps. I am not using browser to install.

Firewall is disabled in System Preferences.

hosts file does not contain Adobe-related entries, 127.0.0.1 set to localhost

My account on macOS is not administrator account. I use admin password to do admin related activities.

[kglad]

your default browser matters when using the cc desktop app.

[faisal_3066]

Attaching install log from device where adobe log says: "No default proxy present on machine"
Same problem here as well. how to tribleshoot this?

[Tarun Saini]

Hi 

@faisal_3066

,

Welcome to the community! We're sorry to hear about your difficulties. Thank you for sharing the logs, also, please make sure that the network endpoints listed on https://adobe.ly/42UmFEW are allowed.

Let us know if that helps.

Regards,

Tarun

[faisal_3066]

@Tarun Saini Thanks for the quick reply. These domains / endpoints are allowed but it goes through security product which routes every traffic through proxy servers [works on Transport Layer(4) ]. By stopping security product, it works but we want to it to work with security product.

[kglad]

the proxy servers need to set to whitelist the end points.

[Tarun Saini]

Thanks for your response @faisal_3066,

I have escalated the issue to our product team. Once I hear anything from them, I will keep you posted.

Regards,

Tarun

[Ruchika Wadhawan]

Hi @faisal_3066 , Could you try to enable MacOS Proxy settings in the proxy software that you are using? 

Regards,

Ruchika Wadhawan

[faisal_3066]

@Ruchika Wadhawan What do you mean by enabling MacOS Proxy settings in the proxy software?

................for your info, i am providing more details about proxy software............
Proxy software using the macOS Network Extension (Transparent Proxy) has its own policy that dictates which system traffic should be proxied. For example, if it needs to route traffic through the proxy server at `xyz.com:8081`, macOS directs the matching traffic to the proxy software. The proxy software then establishes a connection with both the proxy server and client applications (such as browsers and macOS apps). It reads data from the client applications, forwards it to the proxy server, and, once a response is received, relays the data back to the clients. The proxy server, in turn, retrieves the requested data from the actual destination. 

Also in mac system preferences, no http/https proxies configured. you can refer attached log: "Install_No_WPAD.log".

[faisal_3066]

@Ruchika WadhawanDo let me know if you have any further queries

[Ruchika Wadhawan]

Hi @faisal_3066

Thanks for providing the information. As you mentioned, things seem to work when the proxy software isn't running, which suggests the issue might indeed be related to the proxy configuration.

Could you please confirm if you're able to access adobe.com in your browser while the proxy software is active?

Additionally, it would be helpful if you could share the Creative Cloud logs from this location on your system:

~/Library/Logs/CreativeCloud
(Ensure that this is the user library location, not the system library).

Lastly, could you try enabling HTTP and HTTPS proxy settings in your Mac's system preferences using the local IP and port of your proxy software? For example, Charles proxy runs on 127.0.0.1:8888 and requires HTTP & HTTPS proxies to be set up in system preferences to work.

Regards,

Ruchika Wadhawan

[faisal_3066]

@Ruchika Wadhawan 

adobe.com is accessible in browser.

Refer attached requested log file, "Adobe-Logs-20250225.zip".
FYI: For the proxy software, there is no need to configure HTTP and HTTPS proxy settings in macOS System Preferences. As mentioned earlier, the proxy software is built using the Network Extension (Transparent Proxy), where macOS automatically forwards matching traffic.

[faisal_3066]

@Ruchika Wadhawan Could you provide any updates on this?

[Ruchika Wadhawan]

Hi @faisal_3066 While this doesn't seem anything specific to Creative Cloud Desktop, but we can share more information after looking at the logs. Could you please run the log collector tool, and then upload the logs. Kindly share the file name with us after the logs are uploaded.

Regards,

Ruchika Wadhawan

[Ruchika Wadhawan]

Hi @faisal_3066 Thanks for sharing the logs with us. Could you open the terminal and run the following two command on the terminal instance:

ping ccmdls.adobe.com

ping adobe.com

Please share the screenshot of the outputs of both the commands.

Regards,

Ruchika Wadhawan

[faisal_3066]

@Ruchika Wadhawan 
Files collected / uploaded using log collector tool: "AdobeLogs_20250307_164508_151-mac-GS.zxp". You can download this logs here.
We will be providing ping command output once collected from user machine.

[arjuna_subramanya]

Hi @Ruchika Wadhawan 

Here is the customer response:

Ping works fine for both and I will not be providing a screen capture of those results as I see zero need for it.  They appear to be hosted by Akamai.

ccmdls.adobe.com      a1724.dscd.akamai.net             23.212.62.80

adobe.com                                                                                        23.212.62.92

Regards,

Arjuna