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Creative Cloud Sync error and website errors

Community Beginner ,
Feb 28, 2024 Feb 28, 2024

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I'm running Creative Cloud version 6.1.0.587, Windows 10 version 22H2. Every time I boot my PC I get a red triangle with an exclamation point on taskbar icon and in the app the cloud icon has a red circle with an exclamation point. I get no other error messages of any kind. When I log into my account, my plan details are no able to be loaded, and I get a 'Error 401: Unauthorized' message and can't access my cloud account. Mind you, everything else works fine, as I can download and open apps, and access my account and view everything other than my plan details. I'm not sure why this is happening and it recently started a few week ago. I've included screen shots to to demoenstrate when I'm talking about. 

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Community Expert ,
Feb 28, 2024 Feb 28, 2024

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try a different browser.  a mobile browser not using wifi is usually the most different than your current fails.

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Community Beginner ,
Feb 29, 2024 Feb 29, 2024

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Okay, so I tried accessing my account on my phone using data, and for some reason I can access my cloud files without getting blocked and see my plan info in my adobe account. So then I tried the same thing on wifi just to see what happens. I was still able to access my cloud files and see my plan details in my account. So, why can't I do this on my desktop?

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Community Expert ,
Feb 29, 2024 Feb 29, 2024

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try on your desktop using a browser/different browser.

 

and, if you can connect, then we can fix your cc desktop app.

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Community Beginner ,
Mar 03, 2024 Mar 03, 2024

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I downloaded another browser and still have the exact same problems as in Edge.

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Community Expert ,
Mar 03, 2024 Mar 03, 2024

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rhen on your computer 

 

adobe connection errors are common and are not related to whether you're connected to the internet.  they're related to connecting to adobe's secure servers.

 

if you have a non-current os, your default browser must support tls 1.2, https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html

 

to test your default browser's tls you can use , https://clienttest.ssllabs.com:8443/ssltest/viewMyClient.html

 

otherwise, confirm that you can connect to the secure adobe servers by reading, http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

 

do you see both logos after clicking "link"?

 

if you can and still see a connection error try these steps, https://helpx.adobe.com/download-install/kb/common-network-connectivity-issues.html

 

if those all fail, white list the adobe network endpoints, https://helpx.adobe.com/enterprise/kb/network-endpoints.html

 

or, if you’re trying to activate a perpetual license, you can try offline activation by disconnecting your computer from the internet, starting activation and using https://aoes-stage.licensingstack.com/aoes/aoes/v1/imsauthstatus

 

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Community Expert ,
Feb 28, 2024 Feb 28, 2024

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in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.



<"moved from using the community bugs">

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