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Creative Cloud Desktop Problem. No internet connection

Community Beginner ,
Jun 04, 2020 Jun 04, 2020

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Few weeks ago my desktop Cloud app refused to connect to Adobe servers. It just says "No intertet connection". Sometimes the feedback chat is on, sometimes it disappears.

At first I've tried all of the mentioned solutions here: https://community.adobe.com/t5/get-started/internet-connection-problem-with-creative-cloud/td-p/5371...

Nothing worked for me.

Then I contacted tech support. Three adobe techs in a row for 6 hours were trying to fix the problem. Spoiler: they fixed nothing. They all tried the same sequence of actions and failed multiple times. This looked like madness. Every time they were pointing that it is something wrong with me, not with the app.

The first guy said that it is VPN or firewall. I granted him remote control over my PC. When hi saw that firewall and VPN both were already disabled, he tried to disable them once again. Then he deleted antivirus, removed CC Desktop with Adobe Cleaner Tool and reinstalled it. And it worked for three seconds, then went offline again.

The second guy repeated exactly the same actions with the same result. Then he said that the problem is my admin account, created new admin account and repeated all actions above twice with exactly same results. Then he said that the problem is with my router's firewall. Ok, I disabled my router's firewall. Then tech enabled and disabled router's firewall himself and repeated same actions again with the exactly same result. Then he blaimed my router's software. Ok, I removed router and connected via cable directly.

The third tech saw my message about two previous techs' actions but decided to repeat them exactly the same way ending up with failure again. Then he blaimed my network and provider. After I've mentioned once again that I have a macbook with CC installed within the same network and it works fine he blaimed Windows and told me to write complain to Microsoft.

This is already looking like I am crazy and expecting different result while performing the same set of actions. I've already lost 6 hours, entered my login and password 20+ times and decided not to try my luck with the fouth tech. I assumed that he would produce the same sequence with the same result and end up blaiming fiber optic wire and advicing me to contact fiber optic manufacturer.

I think Adobe ows me at least to resolve the problem and a generous discount next time I'm renewing my subscription.

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correct answers 1 Correct answer

Community Expert , Jun 04, 2020 Jun 04, 2020

It sure sounds like something on your system is creating a conflict. 

 

As a test, did you try booting up in Safe Mode?  Are you able to download apps from the Microsoft Store?

https://helpx.adobe.com/creative-cloud/kb/stop-responding-downloading-apps.html

 

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Community Expert ,
Jun 04, 2020 Jun 04, 2020

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It sure sounds like something on your system is creating a conflict. 

 

As a test, did you try booting up in Safe Mode?  Are you able to download apps from the Microsoft Store?

https://helpx.adobe.com/creative-cloud/kb/stop-responding-downloading-apps.html

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
Jun 04, 2020 Jun 04, 2020

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OMG, you're right. The Microsoft Store is off, looks like it could really be the problem with the network settings on Windows. Thank you Nancy.

Sorry Adobe, I was wrong, the third tech was right after all. Though I still prefer not to waste 6 hours and will ask community next time.

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Contributor ,
Nov 06, 2021 Nov 06, 2021

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I have this same problem. But I do not understand this correct answer provided here. It seems I need to find out if I am able to download apps from the microsoft store. How do I do that? What if I don't want to download any apps from the microsft store. I just want to fix my creative cloud app.

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New Here ,
Nov 07, 2021 Nov 07, 2021

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It doesn't seem to want to let me update. Looks like Windows has stopped offering it. Welp, I'm not upgrading to their os, so I guess I'm done with photoshop. Sucks since I need it for my job. I'll have to find a workaround. 

 

[Edited by moderator for clarity.]

 

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Community Expert ,
Nov 07, 2021 Nov 07, 2021

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LATEST

Please ensure your computer meets or exceeds the minimum system requirements to run Creative Cloud + OS + all other apps you use. Check each one.
- https://helpx.adobe.com/creative-cloud/help/creative-cloud-desktop-app-system-requirements.html

- https://helpx.adobe.com/download-install/kb/operating-system-guidelines.html
- https://helpx.adobe.com/photoshop/system-requirements.html
- https://helpx.adobe.com/photoshop/kb/photoshop-cc-gpu-card-faq.html

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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