Creative Cloud Libraries error initialising across 2 Macs HELP!!!!

Explorer ,
Feb 22, 2021 Feb 22, 2021

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Both of my Macs cannot access Creative Cloud libraries today.

I noticed it first when an After Effects Preview was missing an icon (that i imported via CC Library)

 

Check with other Apps like Pshop, Illy etc and sure enough all have the same error. 

 

The error also displays on my Laptop via same Adobe account.

 

So far I have tried the following on my Mac Pro...

  • Close all Adobe Apps
  • Logout of CC
  • Reset Creative Cloud (CMD+OPT+R)
  • Delete Creative Cloud Libraries in ~/Library/Application Support/Adobe
  • Checked /etc/hosts all seems fine
  • Ran the Repair oprtion in CC Uninstaller (won't let me actually uninstall it ?!?)
  • Force Quit all Adobe processes Via Activity Monitor 

Rebooted after all these steps too.

 

The libraries exist on assets.adobe.com

 

Really need help here as I've deadlines to meet.

 

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correct answers 1 Correct Answer

Explorer , Feb 22, 2021 Feb 22, 2021
After some fiddling around I found the Culprit. AdGuard. I disabled it, rebooted and libraries are showing now. Haven't figured out exactly why yet but I suspect it's HTTP proxy option. 

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Explorer ,
Feb 22, 2021 Feb 22, 2021

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After some fiddling around I found the Culprit. AdGuard. I disabled it, rebooted and libraries are showing now. Haven't figured out exactly why yet but I suspect it's HTTP proxy option. 

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Adobe Employee ,
Feb 23, 2021 Feb 23, 2021

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Hi Mark,

Sorry to hear that you ran with an issue with our last release. We came to know about an issue with some proxy setups and has pushed another release today (3.12.6.1). Can you please confirm if you have got the update and it works fine with AdGuard enabled?

You can check the version of CC Libraries Process by launching Creative Cloud App and clicking "About Creative Cloud". 

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Explorer ,
Feb 23, 2021 Feb 23, 2021

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Hi,

Thanks for the quick folow-up.

 

Checked CC Libraries Process version and it is now 3.12.6.1

Did a rebbot to be safe and tunred back on AdGuard with HTTP proxy enabled. Launched AI and PS but the libraries window has the error again.

 

Ony thing that will get libraries back is to quit AdGuard (tun off auto startup) and reboot.

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Adobe Employee ,
Feb 23, 2021 Feb 23, 2021

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Hi,

Did Libraries work for you with AdGuard before?
Could you please provide the Logs from your machine? https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

Thank you,
CCLibraries team

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Adobe Employee ,
Feb 23, 2021 Feb 23, 2021

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One more thing - what Proxy configuration are you using?


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Explorer ,
Feb 24, 2021 Feb 24, 2021

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Hi Mariia,

Thanks for the follow-up.

Yes everything worked fine up until a couple of days ago.

The only proxy setting I ever used was from within AdGuard Preferences/Network. Where I had selected "Use AdGuard as a HTTP Proxy" with port set to 3128. However, toggling this off doesnt reslove the issue.

 

I've since disabled AdGuard for now but I will fire it back up to recreate the issue and then grab the logs.

 

The AdGuard team are aware of the issue also. I have made them awaere of this thread. 

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Explorer ,
Feb 24, 2021 Feb 24, 2021

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Logs are now available.

AdobeLogs_20210224_123248_737-mac.zip

 

 

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Adobe Employee ,
Feb 25, 2021 Feb 25, 2021

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Thank you, we are retrieving the Logs and will take a look!

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New Here ,
Feb 25, 2021 Feb 25, 2021

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is AdGuard likely the culprit for this issue even if I am using Windows? I also tried a number of those fixes and did not have success. I am on my company computer and do not know what AdGuard is or how to disable it

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Adobe Employee ,
Feb 25, 2021 Feb 25, 2021

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Hi,

Could you please help to better understand the problem - does your company network use Proxy environment?
What error message are you seeing in the CCLibraries Panel? 
Could you please get the Logs via Log Collector? And let us know the Logs ID.

Thank you,
Mariia

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Explorer ,
Feb 25, 2021 Feb 25, 2021

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FYI,

Seems to be working OK now. I see CC Clibraries are updated to 3.12.7.5 so that's possibly why? 

Happy for now!

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Adobe Employee ,
Feb 25, 2021 Feb 25, 2021

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Good to know!
Yes, our team has fixed a problem related to Proxy environment. It looks like this was what you were facing.
Thank you for confirming it works for you now!

CCLibraries Team

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