Can't connect and verify subscription

[vburke14]

Hello,

I have a serious problem, and the tech support staff won't help me because I have older versions of the programs because I have Windows 7.  I have Premiere Pro 2018, and everything was working correctly until my computer needed a new motherboard.  When my computer was returned to me, Adobe Creative Cloud couldn't connect to servers, so I had to use the trial version of Premiere Pro to complete my work.  Now the trial has expired, Premiere Pro can't verify my subscription, and today Creative Cloud won't even launch.  I need to fix this ASAP, and like I said above the tech support staff won't help so please don't tell me to contact them again.

[kglad]

first, reset the cc app:

to reset the cc desktop app, make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall/reinstall per the above link

if that fails, do a clean cc install following each applicable step:

uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
check for, and if available, update your os
repair all ms visual c++ versions that can be repaired.
update your ms visual c++, if it can be updated
restart your computer (don't skip this)
reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud
if you're unable to install the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html
use the desktop app to install your cc programs/trials

[vburke14]

Hi 🙂

Yesterday I said Creative Cloud wouldn't launch at all.  Today it's just doing this:  "Unable to reach Adobe servers.  Please check your firewall settings, ensure the time settings on your computer are correct, and try again."

[vburke14]

Forgot to mention I have windows 7, and I have checked my firewall and time settings.

[kglad]

which steps have you taken to fix the problem?

[vburke14]

I tried resetting the app and got the same error.  I tried repairing it with the tool, that didn't work, it says the server is not responding.  I really don't want to uninstall anything because Premiere Pro is the older version and tech support won't help me if something goes wrong.  I shouldn't have to do any of this because nothing was done to the hard drive or any of the programs when my computer was in the shop, they only replaced the motherboard.

[kglad]

1. Open the Control Panel from the Windows Start menu.
2. In the Control Panel, click Programs. ...
3. Select Default Programs.

note your default web browser.  then check the tls 1.2 is enabled on that default browser, https://help.hotschedules.com/hc/en-us/articles/360020184072-Release-Notes-TLS-Enabling-TLS-1-2-on-w...

[vburke14]

As I've said in the other replies to my post, I did that a long time ago.  I just checked it now and yes it is still enabled.

[vburke14]

When my computer was returned, I noticed that the wired network connection wasn't working.  So I thought "fine, I'll just use the wifi connection".  Could that have something to do with this?

[kglad]

that depends on what's causing the ethernet failure.  did you check if ethernet is enabled on your computer?

[vburke14]

It's not enabled, it's not even listed as an available network connection.  There seems to be a driver problem with the ethernet connection on this motherboard, and Windows 7.

[Nancy OShea]

TLS 1.0 and TLS 1.1 are end of life now.  You need to update Win7 and enable TLS 1.2 connections otherwise you can't connect with Adobe's servers.  Run the Microsoft EasyFix.msi for Win7 described below.

https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html

Hope that helps.

[vburke14]

My computer has all updates, and tls 1.2 was enabled a long time ago.

[Nancy OShea]

@vburke14,

Did you run the MS EasyFix.msi and restart your computer yet?  EasyFix sends an update to Win7 registry files.  I ask only because everyone I've talked with who thought TLS 1.2 was enabled said EasyFix took care of their problem.  Give it a try.  Nothing ventured, nothing gained.

Failing that, feel free to reach out to tech support.  But wait times may be longer than usual.

CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

Good luck!

[vburke14]

I'll try it in the morning.  But I'm pretty sure it was done a long time ago.  I already tried tech support and they refused to help me because I don't have Windows 10.

[kglad]

do you have an ethernet port?  not all motherboards have one, but if there is one, your new motherboard obviously supports it: google your motherboard and how to enable ethernet lan or yes, you may need a win 7 compatible driver.

[vburke14]

It's fixed!  Yay!  I wonder what caused it.

[kglad]

well, changing your motherboard is a pretty likely cause. what fixed it?