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Sanita-valpo
Participant
August 15, 2019
Question

Adobe Creative Suite Desktop App has no internet connection

  • August 15, 2019
  • 1 reply
  • 1239 views

My Adobe Creative Suite Desktop App cannot connect to the internet, so I cannot install any updates or new programs from the creative suite. I had this problem from Day 1, since I found a proxy related error message in the log files I tried via VPN through a company network that had a proxy server and it worked. This unfortunately does not work anymore, the company network has a transparent proxy now. The Apps I managed to install in the past work fine. I have no proxy server configured on my computer, yet the app apparently wants to use a proxy. This is what I find in PDApp.log:

08/15/19 23:18:04:121 | [INFO] | 17768 | ASU | OPM | IMSLibHelper |  |  | 10864 | utilGetNgluLibLocation : MachineID successfully retrieved

08/15/19 23:18:04:124 | [WARN] | 17768 | ASU | OPM | IMSLib |  |  | 22772 | threadProcHandler RequestData imsRef 226364824

08/15/19 23:18:04:125 | [INFO] | 17768 | ASU | OPM | OPM |  |  | 22772 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

08/15/19 23:18:04:125 | [INFO] | 17768 | ASU | OPM | OPM |  |  | 22772 | No Record found for the input fields in opm_getValueForKey

08/15/19 23:18:04:125 | [INFO] | 17768 | ASU | OPM | IMSLib_OPMWrapper |  |  | 22772 | Failed in getting value for key in OPMGetValueForKey domain:OOBE subDomain:ProxyCredentials key:ProxyUsername

08/15/19 23:18:04:125 | [INFO] | 17768 | ASU | OPM | IMSLibHelper |  |  | 22772 | Failed to get proxy user name from local db in getProxyCredentialsFromLocalStore

08/15/19 23:18:04:125 | [INFO] | 17768 | ASU | OPM | IMSLibHelper |  |  | 22772 | Failed to get proxyCredentials from local store in setProxyCredentialsForHTTPRequest

08/15/19 23:18:04:126 | [INFO] | 17768 | ASU | OPM | IMSLibHelper |  |  | 22772 | Authproxy credentials set successfully in SendHTTPRequest in IMSLibHelper

08/15/19 23:18:04:126 | [INFO] | 17768 | ASU | OPM | OPM |  |  | 22772 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

08/15/19 23:18:04:127 | [INFO] | 17768 | ASU | OPM | OPM |  |  | 22772 | No Record found for the input fields in opm_getValueForKey

08/15/19 23:18:04:127 | [INFO] | 17768 | ASU | OPM | IMSLib_OPMWrapper |  |  | 22772 | Failed in getting value for key in OPMGetValueForKey domain:IMSLib subDomain:https://ims-prod06.adobelogin.com key:ConnectionInitiatedTime

08/15/19 23:18:04:127 | [INFO] | 17768 | ASU | OPM | OPM |  |  | 22772 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

08/15/19 23:18:04:128 | [INFO] | 17768 | ASU | OPM | OPM |  |  | 22772 | No Record found for the input fields in opm_getValueForKey

08/15/19 23:18:04:128 | [INFO] | 17768 | ASU | OPM | IMSLib_OPMWrapper |  |  | 22772 | Failed in getting value for key in OPMGetValueForKey domain:IMSLib subDomain:https://ims-prod06.adobelogin.com key:LastAttemptTime

08/15/19 23:18:04:134 | [INFO] | 17768 | ASU | OPM | HTTPConnector |  |  | 22772 | GetIEProxyInfo - Failed to get proxy for the url, error:12167

08/15/19 23:18:04:134 | [INFO] | 17768 | ASU | OPM | HTTPConnector |  |  | 22772 | GetIEProxyInfo - proxy Url is

08/15/19 23:18:25:138 | [INFO] | 17768 | ASU | OPM | HTTPConnector |  |  | 15640 | WINHTTP_CALLBACK_STATUS_REQUEST_ERROR...

08/15/19 23:18:25:138 | [INFO] | 17768 | ASU | OPM | HTTPConnector |  |  | 15640 | WINHTTP_CALLBACK_STATUS_REQUEST_ERROR failure with code: 12002

08/15/19 23:18:25:138 | [INFO] | 17768 | ASU | OPM | HTTPConnector |  |  | 22772 | The http request returned HTTP_Status:0 HttpCommunicator error:0

08/15/19 23:18:25:138 | [INFO] | 17768 | ASU | OPM | OPM |  |  | 22772 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

08/15/19 23:18:25:138 | [INFO] | 17768 | ASU | OPM | OPM |  |  | 22772 | Successfully deleted records in opm.db for domain:IMSLib subDomain:https://ims-prod06.adobelogin.com key:FailureAttempts opm_deleteRecordForFields

08/15/19 23:18:25:138 | [INFO] | 17768 | ASU | OPM | IMSLib_OPMWrapper |  |  | 22772 | Successfully deleted records from opm for domain:IMSLib subDomain:https://ims-prod06.adobelogin.com key:FailureAttempts

08/15/19 23:18:25:138 | [INFO] | 17768 | ASU | OPM | OPM |  |  | 22772 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

08/15/19 23:18:25:138 | [INFO] | 17768 | ASU | OPM | OPM |  |  | 22772 | Successfully deleted records in opm.db for domain:IMSLib subDomain:https://ims-prod06.adobelogin.com key:LastAttemptTime opm_deleteRecordForFields

08/15/19 23:18:25:138 | [INFO] | 17768 | ASU | OPM | IMSLib_OPMWrapper |  |  | 22772 | Successfully deleted records from opm for domain:IMSLib subDomain:https://ims-prod06.adobelogin.com key:LastAttemptTime

08/15/19 23:18:25:138 | [WARN] | 17768 | ASU | OPM | IMSLibHelper |  |  | 22772 | Unable to get success response from HTTPConnector while processing in SendHTTPRequest, HTTP status: 68

08/15/19 23:18:25:138 | [INFO] | 17768 | ASU | OPM | IMSLibHelper |  |  | 22772 | user has not selected 'Remember Me', proxy data is not saved in local store

08/15/19 23:18:25:138 | [INFO] | 17768 | ASU | OPM | IMSLibHelper |  |  | 22772 | Failed in HTTPRequest in fetchAccessTokenForDeviceToken

08/15/19 23:18:25:138 | [WARN] | 17768 | ASU | OPM | IMSLib |  |  | 22772 | Unable to generate accessToken while performing fetchAccessTokenForDeviceToken

08/15/19 23:18:25:138 | [INFO] | 17768 | ASU | OPM | IMSLib |  |  | 22772 | Invoking client callback function with response and status : 22

08/15/19 23:18:25:138 | [INFO] | 17768 | ASU | LWANative | P7Native |  |  | 22772 | Proceeding with fetchAccessToken callback...

08/15/19 23:18:25:138 | [ERROR] | 17768 | ASU | LWANative | P7Native |  |  | 22772 | IMSLib returned error during fetchAccessToken callback function, errorCode: 22

This topic has been closed for replies.

1 reply

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
August 15, 2019

Sanita-valpo, you mentioned that you are attempting to install Creative Cloud on a computer, and network, managed by your company.  Have you verified that you have sufficient access to the computer and network to utilize and install Adobe Creative Cloud applications?

To start, you will want to contact whoever is managing the proxy server and verify that you can access the servers listed in Adobe Creative Cloud Network Endpoints .

If your company has a secured network environment, then please look into a Creative Cloud for Team or Enterprise membership.  Both memberships provide a variety of methods that can be used to utilize Creative Cloud applications and services within a secure network.  For Creative Cloud individual memberships, the expectation is that you will have full control of the computer and network that is being utilized.

S
Sanita-valpoAuthor
Participant
August 16, 2019

No, this is a private PC and I have full control of the computer and network that is being utilized. It only has a VPN client installed to connect to a corporate network when I have to do remote work. I'm an IT professional, so I have a pretty good understanding how software and networks work. In netstat -b, I can see that "Adobe Desktop Service.exe" is trying to contact an IP in the private network range of the corporate network on port 8080, but there is no proxy configured on the system:

Watching the program with Sysinternals Process Explorer, I can see it trying to read the key HKLM\SOFTWARE\Policies\Microsoft\Windows\CurrentVersion\Internet Settings\ProxySettingsPerUser:

This key doesn't exist and according to Microsoft documentation, the default value is 1, so no key means proxy configuration per user, not per machine.

As shown on the first screenshot, no proxy is configured for the current user, searching the registry for "ProxyEnabled" in other user profiles turns up all of them with 0. I can even see the process reading a 0 value from the ProxyEnable registry key (several times during startup, always reading the value 0 from the key):

The program in fact connects to some akamai site on startup successfully, before for unknown reason tries to connect the proxy:

And that's where I'm stuck ...

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
August 16, 2019

Thank you for the update, Sanita-valpo.  As a next step please review the log files to determine if there are any specific errors within the logs. You can find information on how to locate and interpret the log files at Creative Cloud download and install errors .  The PDApp.log is just one of the logs that are available to determine what errors you are facing.

If you would like direct assistance with resolving the error, Sanita-valpo, then please begin a chat session at Contact Customer Care .

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