Error 118 experienced by all mac computers at the office

[bnwug]

This is a really strange situation, and I’ll try to be concise. We are a company in Hong Kong.

Everyone in the office using a Mac computer cannot connect to Creative Cloud. When we attempt to update our apps, we receive error 118: No Internet Connection.

Among us, those with laptops (MacBook Pro) have no issues connecting to Creative Cloud at home. In the office, if we use a VPN, the problem is also resolved.

So it's quite obviously the office's network. We have no firewall at all, but we suspect it could be our router, which is a TP-Link router. However, this issue does not occur on Windows computers; the same user account logged into Creative Cloud has no problems on a PC.

What could be the issue here?

[bnwug]

Exit Code: 118
-------------------------------------- Summary --------------------------------------
 - 0 fatal error(s), 3 error(s), 24 warnings(s) 

ERROR: Downloaded Size=1330765 of segmentID=67 does match Validator Size=2097152
ERROR: Downloaded Size=2088351 of segmentID=68 does match Validator Size=2097152
ERROR: Retryable error '118' occurred while download 
WARN: No open ZIP file to close
WARN: Failed to close the currently open file in the ZIP archive.
WARN: Failed to close the ZIP archive.
WARN: No open ZIP file to close
WARN: Failed to close the currently open file in the ZIP archive.
WARN: Failed to close the ZIP archive.
WARN: No open ZIP file to close
WARN: Failed to close the currently open file in the ZIP archive.
WARN: Failed to close the ZIP archive.
WARN: No open ZIP file to close
WARN: Failed to close the currently open file in the ZIP archive.
WARN: Failed to close the ZIP archive.
WARN: No open ZIP file to close
WARN: Failed to close the currently open file in the ZIP archive.
WARN: Failed to close the ZIP archive.
WARN: No open ZIP file to close
WARN: Failed to close the currently open file in the ZIP archive.
WARN: Failed to close the ZIP archive.
WARN: No open ZIP file to close
WARN: Failed to close the currently open file in the ZIP archive.
WARN: Failed to close the ZIP archive.
WARN: No open ZIP file to close
WARN: Failed to close the currently open file in the ZIP archive.
WARN: Failed to close the ZIP archive.
-------------------------------------------------------------------------------------

[bnwug]

Hi all this is the error log

Exit Code: 118
-------------------------------------- Summary --------------------------------------
 - 0 fatal error(s), 9 error(s), 24 warnings(s) 

ERROR: Downloaded Size=2088349 of segmentID=276 does match Validator Size=2097152
ERROR: Downloaded Size=1733895 of segmentID=275 does match Validator Size=2097152
ERROR: Downloaded Size=1803214 of segmentID=278 does match Validator Size=2097152
ERROR: Downloaded Size=2088351 of segmentID=280 does match Validator Size=2097152
ERROR: Downloaded Size=1599519 of segmentID=281 does match Validator Size=2097152
ERROR: Downloaded Size=1558797 of segmentID=275 does match Validator Size=2097152
ERROR: Downloaded Size=2088350 of segmentID=287 does match Validator Size=2097152
ERROR: Downloaded Size=2023103 of segmentID=275 does match Validator Size=2097152
ERROR: Retryable error '118' occurred while download 
WARN: No open ZIP file to close
WARN: Failed to close the currently open file in the ZIP archive.
WARN: Failed to close the ZIP archive.
WARN: No open ZIP file to close
WARN: Failed to close the currently open file in the ZIP archive.
WARN: Failed to close the ZIP archive.
WARN: No open ZIP file to close
WARN: Failed to close the currently open file in the ZIP archive.
WARN: Failed to close the ZIP archive.
WARN: No open ZIP file to close
WARN: Failed to close the currently open file in the ZIP archive.
WARN: Failed to close the ZIP archive.
WARN: No open ZIP file to close
WARN: Failed to close the currently open file in the ZIP archive.
WARN: Failed to close the ZIP archive.
WARN: No open ZIP file to close
WARN: Failed to close the currently open file in the ZIP archive.
WARN: Failed to close the ZIP archive.
WARN: No open ZIP file to close
WARN: Failed to close the currently open file in the ZIP archive.
WARN: Failed to close the ZIP archive.
WARN: No open ZIP file to close
WARN: Failed to close the currently open file in the ZIP archive.
WARN: Failed to close the ZIP archive.
-------------------------------------------------------------------------------------

[kglad]

make sure your default browser is updated and is not opera.

if that fails, whitelist adobe's endpoints, https://helpx.adobe.com/enterprise/kb/network-endpoints.html

[kglad]

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 cc desktop bugs">

[Nancy OShea]

Is this an Enterprise Account?