Unable to connect to company server

[Christian29690010m2ng]

Hello

I've been having some trouble with the CC desktop app on my private laptop since some time. I've been in contact with the Support for some time now but so far they were not able to help me. This is why I want to ask the community. Maybe someone here has an idea how to fix it.

(I'm using CC in German, hence the error is in German. I will try to provide an accurate translation).

In the screenshot you can see the message I receive when I try to install any apps. It translates to "Not connected to company servers. Please check your connection with the company servers. If the problem persists, please contact your IT admin".

The problem is that this error occurs only on my (private) laptop no matter where I am. At the office I get the same error as at home (where I am the IT admin). Also, I am not using a company version of the CC but a private version. My workplace does not provide CC to us. I am also unable to access my Cloud files in the library or in the "Data" tab. The "Discover" tab also does not work.

As I just noticed while searching another thread I checked wheter my laptop is listed in my activated devices and it's not. I also have no way of activating it. I assume it would do that when I'm finally able to connect.

So far I tried about everything I could find as a possible solution (there where so many, I might forget something in the list below)

• Uninstall and re-install CC
• Repair the host-file
• Use the CC cleaner tool
• Disable my firewall (tried both at home and at work)
• Uninstalling my Antivirus
• White-listing the needed IPs/URLs (only possible at home)
• Installing CC on a second laptop with the same network settings -> here it works which makes me believe its a problem with my primary laptop
• All the support tips for resolving connectivity errors

I'm grateful for any help and I will willingful provide further information if needed.

Kind regards

[kglad]

so, you have an individual subscription and NOT a teams and NOT an enterprise/education subscription, correct?

if so, have you ever had a teams or enterprise subscription on your laptop?

[Christian29690010m2ng]

Thanks for your answer.

I am using my universities Email-address as I got a discount for being a student at the time I first created my CC subscription, but I pay for it individually (and by myself) and, apart from the Email-address, the university has nothing to do with it. The discount was also only valid for a year and it has run out. I am not sure if this already counts as an education subscription. I do not have any enterprise subscription, though I can see that my account has access to the "Enterprise PDF Developer" but I am nit sure if that means anything.

And no, I never had a Teams or Enterprise subscription on my laptop.

[kglad]

did you renew your subscription?

or did you start a subscription using a different email address/adobe id?

<moved from cc bugs>

[Christian29690010m2ng]

Yes, I did renew my subscription. I changed from yearly payment to monthly payment though. And no, I did not change my email address.

Like I said, on other PCs/Laptops it works just fine it's just my main laptop where it does not work. On another laptop I borrowed at work it works just fine, but working on two laptops at the same time can not be a solution

[kglad]

start by removing your stored credentials on the problematic computer, https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

[Christian29690010m2ng]

Sorry for my late response, I was away for a few days.

This solution was among the things the support suggested as well. I still did it again, but it did not solve the issue. Do you have any other suggestions?

Thank you very much for your patience.

[Christian29690010m2ng]

I just remembered something. While my university never provided us with ACC, they were providing us with Acrobat Reader Pro using our University Mail Address. I used that parallel to my private ACC. Now recently the university cancelled Adobe Reader Pro for us, but I continued to use it with my personal ACC which uses the same mail address as the university subscription did before. Could that be causing the issue? I re-installed ACC several times, but never the Adobe Reader Pro I got from the University at that time

[kglad]

you should probably

back up your data

restore your computer to its newly purchased state

install the cc desktop app and use it to install your cc programs.