Unreliable/Unusable Internet Connections with CC Desktop app

[Mike Weasner]

28 October 2023: Tried to the download the Camera Raw v16.0 update using the Creative Cloud Desktop app (Mac Sonoma). It kept switching from connected to Internet to no connection to Connected every couple of seconds.

30 October: Power cycled the 5G modem/router and Mac Studio. Same issue. Then the CC Desktop App said there was a CC Desktop App update (6.0.0.571 had been previously installed using the full installer). Tried to get this update, but it failed with repeated lies about not being connected. Checked the alternative downloads page (https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html), but it still showed the older 6.0.0.571 version.

31 October: Tried to use an iPhone hot spot Internet connection. Same issue.

2 November: Changed the 5G modem/router DNS to CloudFlare (1.1.1.1) (it had been the AT&T DNS). Camera Raw v16.0 got to 1% and then stalled with "Progress is slower than usual. Working on resolving issue..." It then switched to showing the repeating bogus computer is offline then online then offline, etc.

3 November: Tried again with the Charles proxy app running, which Adobe Engineers had suggested using in March when they worked with me to resolve CC Desktop app update issues back then. Still fails with offline/online/offline/online, etc. I then tried using my Admin account on the Mac; same issue. Only the Adobe Creative Cloud Desktop App, even pre-Sonoma, has issues with software downloads. There seems to be something wrong with the Adobe Cloud Desktop App architecture as no other web sites or software downloads have this issue. This is beyond ridiculous behavior. (Does Adobe have the Creative Cloud Desktop app network connection timeout set to 1 millisecond?) If Adobe downloads do not like cellular network connections (even at 5G speeds) and Adobe will not permanently resolve this issue, I guess I'll have to (reluctantly) cancel my Adobe subscriptions and switch to alternative photography products. Or should I just ditch the Adobe CC Desktop app (I don't SYNC anything to a cloud) and let Photoshop and Lightroom Classic handle their own updating, assuming that such a thing is even possible or that it would work with a 5G connection?

[kglad]

you have an unusual problem.  ie, it's likely some combination of adobe cc desktop app/process and something else on your computer or connection.

you can start the process isolating the issue by install the cc app on a mobile device and see if you can connect that device using your local wifi only.  and then testing using cell data only.

[Mike Weasner]

I power cycled the Ethernet switch and 5G modem/router. No change. Turned Wi-Fi OFF on the Mac. No change. Turned Wi-Fi ON (Wi-Fi 6) and Ethernet OFF; no change. Wi-Fi 2.4G ON, Ethernet OFF; no change. Ethernet ON; no change. I have the CC app on my mobile device (as suggested by kglad). I was able to log in and even delete two old files using my mobile device (iPhone 15 Pro Max) connected via Wi-Fi (which uses my strong cell connection via a 5G modem/router, as previously mentioned). Of course, I see no way to download CC updates to Mac Photoshop, Camera, Raw, etc) to my computer using the CC iPhone app. So we really haven't determined where the problem is since the issue is only with downloading CC apps via the Mac CC Desktop app. As I've said, downloading other apps via their updating mechanisms works fine. So do Zoom video sessions. So the only network connection issue is with just the Mac CC Desktop app.

[kglad]

it's difficult to help you via the forums because it's difficult to get the info i need.

but i'll assume you did what i asked and therefore confirmed you have an issue unrelated to anything outside your computer. ie, there's no network problem.

if so, you could start with simple fixes and progress or just go for the (almost) sure-to-work computer cleaning.

which appeals the most to you?

[Mike Weasner]

Thanks. The issue still remains with the ridiculously short network connection timeout in the CC Desktop app that seems to be unreliable with the AT&T 5G cell network since it occurs with both the AT&T 5G modem/router and using an iPhone 15 Pro Max as a hotspot on the same AT&T 5G network. No other software time out as quickly as the CC Desktop app. Of course, there could be some other issue, but I still wonder about the fragile Adobe CC architecture considering all the Adobe Help articles related to errors with the CC Desktop app.

[kglad]

the vast majority of users (like me) see no problem.  of course, that doesn't mean no one other than you has/had problems with adobe cc connections.

bottomline: you can continue trying to analyze the problem cause, blame adobe or proceed to solve the problem.  and maybe there are other options.

[Mike Weasner]

On 7 November I made contact with Adobe Technical Support. I saw my screen and the problem with "computer has no Internet connection" in the CC Desktop app while the computer was connected to the Internet for the screen sharing. He tried several things, including running a "Adobe Creative Cloud Cleaner Tool". Nothing resolved the problem. He escalated it to a "senior expert". On 8 November the "senior expert" tried several other things unsuccessfully. He captured a log of all the CC Desktop activity (and failures). He said they would review the log and get back to me in 2-3 days. Both Adobe reps agree that it seems unlikely that my computer, my 5G modem/router, or my ISP (AT&T) is blocking only connections to some Adobe servers since no other Internet connections are having issues. I will report back once Adobe contacts me after reviewing the log.

[kglad]

thanks for the update.

[Mike Weasner]

Short update on this issue. I have been working with the Adobe engineers and they now believe I have discovered a bug in their "credentials checking" code that is causing Adobe apps updates to fail with repeating computer is offline, online, offline, etc, error messages. They have all the information they need and need to do more research. They said they would get back to me when they determine the next steps.

[kglad]

in th meanwhile you're unable to use your cc apps?

[Mike Weasner]

Installed apps still work. Updating those apps have the issue.

[kglad]

ok. that's tolerable.

is the cc app itself up to date?

[Mike Weasner]

CC Desktop app is up to date. Problem also occurs using a web browser to download updates from my Adobe account. So the issue is deeper than just the Desktop app. 

[kglad]

ok. i'll leave it to adobe support.

[Mike Weasner]

I just spoke with Adobe Technical Support. My bug report had been escalated and the case is still open.

[kglad]

sheesh. a clean install on a clean computer sounds easier.  it sure would be quicker.

[Mike Weasner]

As previously noted, this is an Adobe credentials checking bug. Clean install will have no effect since the underlying software code needs to be fixed. 

[kglad]

(this has been going on so long i lost track.)

[Kalvyn Rasquinha]

@Mike Weasner is there a case number with Adobe Support that you can share?

[Mike Weasner]

Adobe Case ADB-31753478-F9Q0

[Mike Weasner]

On Friday, 1 December, I received this email from Adobe:

"Whereas, we would like to inform you that we have logged a product bug( CCD-45823) . This will be fixed in the next release of the application.
Please revert us back and let us know if we can close the case for now."

Good to learn that the bug will be fixed. But I don't know how to "revert" them back once I confirm the bug is fixed.

[kglad]

a little language issue. 

and i remember being baffled (because i think understandable english was innate) by my grade school english classes.

[Mike Weasner]

Adobe called me today. I updated the rep on where things stood. I told him that I had downloaded the new CC Desktop app (v6.1.0.587) full installer last week, but it still failed to download the apps updates it showed as available with the bogus "computer is offline". I then told him that earlier this week I successfully downloaded all four app updates that appeared in the CC Desktop app. I requested that the case remain open until the next application update appears. I said I would let Adobe know whether the next update downloads or not. He concurred with my request. He said that if the case gets closed, I can still reference the case number in my email to Adobe. I then asked him to confirm that this bug had been addressed in the current CC Desktop app v6.1.0.587. He said it was. Thank you Adobe!!!

[kglad]

@Mike Weasner 

thanks for the update.  hopefully, this issue is over for you.

[Kalvyn Rasquinha]

Hi @Mike Weasner , the rep might not have had the right context. The bug (CCD-45823) was logged too late to be in version 6.1. We're still working with the right dependency teams to fix the issue we observed in the logs you shared. I'll add a note to the ticket to make sure we prioritize the fix in the next release.