Creative Cloud Desktop app looses internet conenctivity

[danielg70555137]

Hi,

Our Creative Cloud Desktop app starts correctly, but looses internet connectivity about 5-10 minutes after starting up the computers. We can continue working but we loose some funcionalities, like donwloading fonts. To solve the issue we must restart the computer.

Our setting is:

Several Windows 10 workstations, all of them have the issue.

We are behind a corporative Proxy. It's a Centos 7 Squid.

The Proxy seems to be working, because we can navigate to the allowed sites even if the App is not connected.

Perhaps someone had a similar problem?, or perhaps I forgot to open some port.

Thank you for your time.

[Tarun Saini]

Hi Daniel,

We're sorry to hear about your difficulties. Would you mind telling us, since when are you seeing this issue? Are you getting any error messages? Have you tried any troubleshooting steps so far? Make sure you are using the updated version of the Creative Cloud Desktop Application. Are you also, experiencing the same issue with any other apps? Which antivirus are you using? Have you tried turning off the firewall to check if that helps? We're here to help, just need some info.

Regards,

Tarun

[danielg70555137]

Hi Tarun,

Thank you for your quick answer. We don't have Antivirus on this machines and the local firewall is disabled (they're in a safe network with only a few sites allowed).

The Creative Cloud we use is 5.6.5.58

The screenshot says "without internet connectivity"

And another clue, this morning I gave full internet access (without the proxy) to one of the machines. It connected with the Cloud, and 1 hour ago I removed the full internet access and configured the proxy again. The thing is, it still haqve Cloud connectivity, when usually it should have lost in 5 minutes.

[Tarun Saini]

Thanks for your response. Could you please check if the computer is offline or the clock on your computer is set incorrectly, causing a connection error. Please adjust your clock and try again. 

You may also contact the support team directly by initiating a chat session, click on the chat icon on the bottom right corner of this page: https://helpx.adobe.com/contact.html?rghtup=autoOpen

Thanks for your patience.

Regards,

Tarun