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15

Adobe Client is using wrong download urls

New Here ,
Aug 13, 2023 Aug 13, 2023

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Hello everyone, 
I have severe complications while getting the creative Cloud Desktop App to work. The application itself can be installed. However, a connection can not be made with the right servers from adobe. If i go to the DLM.log file i found, that in the end adobe tries to download a file from my companies server which is not possible, as i have cut all possible relation and path variables. Exactly the log file shows the following:

 

08/13/23 23:22:16:543 | [INFO] |  |  |  |  |  |  | 2692 | *******************start of Download****************
08/13/23 23:22:16:543 | [INFO] |  |  |  |  |  |  | 2692 | GDE Version is 5.2.0.13
08/13/23 23:22:18:980 | [INFO] |  |  |  |  |  |  | 12428 | Using New Adaptive Algorithm
08/13/23 23:22:18:980 | [INFO] |  |  |  |  |  |  | 12428 | INFO: serverfullpathForHeadCall is empty in input structure of DLE
08/13/23 23:22:18:982 | [INFO] |  |  |  |  |  |  | 12428 | The file to be downloaded is https://aaus.win.companyaddress.de/adobe/ACC/services/ffc/products/ffc.xml?&channel=mobileApps&platform=win64,win32&_type=xml&productType=Desktop&personGuid=249166385AD9922D0A495D56@AdobeID&payload=true&deviceId=125ce9f4bd0c4018689b09c957ad2f432dc6fc4262376ca05a4a42f619f4f544
08/13/23 23:22:18:982 | [INFO] |  |  |  |  |  |  | 12428 | Going to download the file at C:\Users\TOBIAS~1\AppData\Local\Temp\{135C98D5-D67A-4C00-A009-3181D7F8B00D}/{2C0D186C-94E3-4F71-9F95-670E68540062}
08/13/23 23:22:18:982 | [INFO] |  |  |  |  |  |  | 12428 | Using New Adaptive Algorithm
08/13/23 23:22:18:982 | [INFO] |  |  |  |  |  |  | 12428 | Preference: Preference is set for adding compression header
08/13/23 23:22:18:982 | [INFO] |  |  |  |  |  |  | 12428 | Preference: Client has set the preference for single stream download
08/13/23 23:22:19:788 | [ERROR] |  |  |  |  |  |  | 1960 | Retry count overshoot for ERROR_HTTP_SERVER_UNREACHABLE - 13

 

Please note, that i changed the companyaddress here. In the past, i had installed a standalone version of Adobe Acrobat from my company i am working with. However i deinstalled everything and also used the cleaner tool from adobe. 

 

I have further an active windows exchange server connected to this university. Might this be a problem? I deactivated it with changing the mail profile from windows. 

 

Finally i have no clue, where this address is coming from as the registry is clean of this address as well as the enviroment variables.

 

Any ideas how to solve this problem and installing the ACC Client? Thanks in advance, Tobias

 

 

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Creative Cloud , Installation

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Community Expert ,
Aug 13, 2023 Aug 13, 2023

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do a clean cc install carefully following each applicable step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

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New Here ,
Aug 14, 2023 Aug 14, 2023

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Thank you for your guidance. I followed all steps and additional also removed office 365 apps and further application like visual studio code, matlab, outlook. Unfortunately the error is still present. 

 

I further have evaluated the group guidlines. 

 

In the log the same link is still trying to be accessed. Where does Adobe is getting this address from? The host file is clean, registry is cleaned and the address was also not be found in a registry search.

 

Has anyone a similar problem? 

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Community Expert ,
Aug 14, 2023 Aug 14, 2023

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contact adobe support. there are 2 ways to contact adobe; chat and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

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