Connection with Adobe servers suddenly became unpossible

[galicheto71203367]

Hello,

I have valide creatuve cloud photography subscription, and for a few weeks it has been suddenly unpossible to connect to any application from my laptop (Windows 7), from which it was working fine before. I didn't work offline either. On my desktop, it works fine.

On my laptop, it happens with dsl connection using wifi (or not) when i'm at my parents. At home, i have optic fiber 400 Mb and i have the same problem.

I tried to call customer service who sent me a pack of tools to run on my laptop and closed my ticket, and i found no anomaly... Disconnecting antivirus, firewall, etc didn't help...

Now, i tried to uninstall all CC apps and maybe do a clean reinstall, and it doesn't let me uninstall because it finds no connection to Adobe servers. Well, i could drop them in the trash bin but i guess it won't properly do it.

I need to use Adobe Lightroom when i'm at my parents or out of home. I'm kinda despaired to find a solution. If an employee could look what's wrong in my computer, it would be great because self diagnose stuff, i did, and it did nothing.

And also, i tried the Windows 7 date and time stuff, the error message says to do. Wrong time, good time, automatic time..., nothing worked.

Thanks in advance for your help.

Best regards,

Olivier

[Nancy OShea · Accepted solution]

Your Windows 7 device needs to be updated to support TLS 1.2 connections.  TLS 1.0 and TLS 1.1 connections are end of life.  You can't connect to Adobe's servers until you resolve this problem. 

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

Best advice, use a modern OS that supports Creative Cloud apps. 

- https://helpx.adobe.com/creative-cloud/system-requirements.html

[galicheto71203367]

Nancy,

Thanks a lot for your quick answer. I will check the TLS problem tomorrow.

Best regards,

Olivier

[galicheto71203367]

It works again !! Thanks a lot for your help, Nancy !

So, i visited your first link, and i checked Windows 7 updates for my laptop. There was a non compulsory update pack from 2020 and another one. I did all updates suggested, restarted and CC was working again.

Thanks again, Nancy, you have been very helpful and pointed directly what was the problem with my computer.

Best regards,

Olivier

[Nancy OShea]

This is a public user-to-user community, not Adobe tech support.

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