• Global community
    • Language:
      • Deutsch
      • English
      • Español
      • Français
      • Português
  • 日本語コミュニティ
    Dedicated community for Japanese speakers
  • 한국 커뮤니티
    Dedicated community for Korean speakers
Exit
0

Unable to access libraries from any

Community Beginner ,
Apr 26, 2024 Apr 26, 2024

Copy link to clipboard

Copied

When working in Photoshop, InDesign, Illustrator I will have full access to my libraries and I can see everything saved within each of them. Until - suddenly - images no longer load and I just get placeholder loading wheels turning and turning and turning. Sometimes I get the error "oops something went wrong", or even "creative cloud libraries failed to initialize" or "please log in to access your creative cloud libraries".

I work on a Windows 10 Pro platform.

I do not work through a proxy or firewall.

I have done absolutely everything suggested.

Adobe technical support also removed everything - as deep as my local machine registry - and did a fresh installation.

Nothing helps.

I do not have access to my libraries for as long as 30 minutes.

PLEASE can someone out there tell me how to fix the issue of access disappearing.

TOPICS
Libraries

Views

61

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
May 06, 2024 May 06, 2024

Copy link to clipboard

Copied

Hi 

@lyndaATdcdt

,

 

We're sorry to hear about your experience. Please check this article and try the steps mentioned in it and let us know if that helps- https://adobe.ly/4b6ozUh

 

Regards,

Tarun

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
May 06, 2024 May 06, 2024

Copy link to clipboard

Copied

Good afternoon Tarun
Thank you so much for reaching out to me.
We have tried everything.
I have been in so many remote online assistance sessions with Adobe it feels like I know all the technicians personally.
Some brief history:

1. I do not work through a proxy
2. I do not work through a firewall
3. My Hosts file is correctly configured
4. All sites and services have been whitelisted
5. The antivirus has been removed from my machine (the only thing still running is Windows Defender and this is the main suspect)
6. The Cleaner tool was used to clean EVERYTHING off my computer and a brand new installation was done (lost all my Bridge collections)
7. Removed the Adobe Credentials
8. Logged out and logged back in after having ended all the Adobe processes
So nothing helped.
Nothing.
I cannot keep access to my libraries from within my applications.
I will just get those errors that I stated in my initial message.
Sometimes in the desktop application, I can still see all my libraries with all their content, but from my applications I can only see 4 or 5 of the assets in a library.
I am at wits' end and feel like pulling out my hair.
It is very frustrating.
Do you maybe have other solutions that have not been tried?

Lynda Oberholzer | AD: Publications and Graphic Design
Department of Communications and Digital Technologies

Mod Note- {Personal information removed by moderator}

[cid:image002.png@01DA9FC2.0FCA7810]

A leader in enabling a connected and digitally transformed South Africa!

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
May 15, 2024 May 15, 2024

Copy link to clipboard

Copied

LATEST

Hi 

@lyndaATdcdt

,

 

Thanks for your response and trying the steps shared in the article. Could you please share the logs from your machine by using the Adobe log collector tool? Here is the link to generate the logs- https://adobe.ly/3K4cSSo.

 

Please share the logs via cloud storage link so that we would be able to download it and share it with our product team to investigate the issue.

 

Regards,

Tarun

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines