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Mike Weasner
Mike Weasner
Known Participant
November 3, 2023
Question

Unreliable/Unusable Internet Connections with CC Desktop app

  • November 3, 2023
  • 1 reply
  • 2283 views

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?

This topic has been closed for replies.

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
November 4, 2023

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
Mike WeasnerAuthor
Known Participant
November 4, 2023

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.

Mike Weasner
Mike WeasnerAuthor
Known Participant
December 22, 2023

a little language issue. 

 

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


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!!!
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