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Cannot Download Updates in CC

Forum|Forum|8 years ago
February 23, 2018
11 replies
2238 views

For about 2 weeks I have been getting a pop up that is telling me that I have three updates available. PS, LR Classic and Camera Raw. Every time I try to update it gets as far as 10% then freezes. After ten more minutes CC will tell me "Unable to reach Adobe Servers, check your Firewall settings and time (everything good there), yada yada, Try again or complete off line." When I select "Try Again" CC goes back to main screen and "waits" then will increase to 17% then crashes my internet connection. I've read a lot of the forums, mostly dated from 2015. Tried everything with no luck. Tried one that tested connection to the Activation Server. I only see one Adobe Icon not the two. My version of CC is 4.4.4.298 and my OS is Windows 7 Home Premium SP1. Help, please!

Dwight

Creative Cloud

This topic has been closed for replies.

Correct answer deweymitch

Jeff,

You are not going to believe this but I FINALLY found the cause of the problem and it's not the internet. I am using Kaspersky Internet Security and Acronis True image. It seems that Acronis now constantly scans for ransom ware and , after research, Kaspersky is a resource hog. I turned them both off, started ACC and successfully downloaded my updates.

So if you want to reach through the monitor and smack me upside the head, feel free.

D

deweymitch

Inspiring

Jeff,

Probably the final update. Dumped Kaspersky and installed Bitdefender. Bitdefender helped me to white list anything from Adobe, not that I'm plugging a software company. Just got a notice from Adobe today for some software updates and they installed with not problem.

Thanks again,

Dwight

Jeffrey_A_Wright

Community Manager

Thanks, Dwight!

Very glad to hear the updates applied with Bitdefender installed. There were reports a few months ago that individuals were encountering Error 201 and 204 when using Bitdefender. I would recommend bookmarking Adobe Creative Cloud Network Endpoints in case you encounter any future errors, Dwight.

D

deweymitchCorrect answer

Inspiring

Jeff,

You are not going to believe this but I FINALLY found the cause of the problem and it's not the internet. I am using Kaspersky Internet Security and Acronis True image. It seems that Acronis now constantly scans for ransom ware and , after research, Kaspersky is a resource hog. I turned them both off, started ACC and successfully downloaded my updates.

So if you want to reach through the monitor and smack me upside the head, feel free.

Jeffrey_A_Wright

Community Manager

Dwight, thank you very much for the update! The fact that you disabled both software titles for a successful download is concerning.

You may want to investigate utilizing alternate anti-virus and malware software if the issues with Acronis True image and Kaspersky Internet Security are not able to be resolved, Dwight.

D

deweymitch

Inspiring

Already in progress.

Thanks Jeff

D

deweymitch

Inspiring

Jeff,

ISP installed new DSL with about 10.5 times speed than I had before. Still cannot download CC Updates.

Microsoft Windows [Version 6.1.7601]

C:\Users\Dwight>tracert adobe.com

Tracing route to adobe.com [192.147.130.204]

over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1

2 9 ms 9 ms 9 ms 10.10.10.10

3 9 ms 9 ms 9 ms pool-64-222-213-167.port.east.myfairpoint.net [6

4.222.213.167]

4 9 ms 9 ms 9 ms pool-64-222-213-134.port.east.myfairpoint.net [6

4.222.213.134]

5 11 ms 11 ms 11 ms xe-3-2-0.mpr4.bos2.us.above.net [208.184.223.233

]

6 12 ms 12 ms 12 ms ae5.mpr3.bos2.us.zip.zayo.com [64.125.31.66]

7 17 ms 17 ms 17 ms ae8.cs1.lga5.us.zip.zayo.com [64.125.30.138]

8 17 ms 17 ms 16 ms ae18.er4.lga5.us.zip.zayo.com [64.125.27.179]

9 * * * Request timed out.

10 89 ms 88 ms * ae-2-3609.ear1.Seattle1.Level3.net [4.69.208.149

]

11 95 ms 92 ms 93 ms ADOBE-SYSTE.ear1.Seattle1.Level3.net [4.16.2.30]

12 * * * Request timed out.

13 * * * Request timed out.

14 * * * Request timed out.

15 ^C

C:\Users\Dwight>

#8 is where Fairpoint drops off to the next route.

Could it be something with my internet security software even tho adobe is in the exclusions?

D

deweymitch

Inspiring

Jeff,

Finally got in touch with my ISP (and somebody with a brain). They are going to update me to very high speed internet from what I have now, including a new router. "Supposedly" this Thursday. I'll let you know what happens.

Jeffrey_A_Wright

Community Manager

Thanks for the update, Dwight. Did you also provide the results of your TRACEROUTE report? It looks like the local delay is happening between 8 and 11 in your report below:

8 26 ms 26 ms 26 ms ae18.er4.lga5.us.zip.zayo.com [64.125.27.179]

9 * * * Request timed out.

10 * 100 ms 99 ms ae-2-3609.ear1.Seattle1.Level3.net [4.69.208.149]

11 105 ms 105 ms 103 ms ADOBE-SYSTE.ear1.Seattle1.Level3.net [4.16.2.30]

The Internet Service Provider should be able to file a report with the affected server. You may also want to consider temporarily adjusting your Domain Name Server settings to see if it allows a different routing of the download to occur, Dwight.

D

dwightm61352968Author

Participating Frequently

Jeff,

I tried tracert adobe.com and this is the result:

Microsoft Windows [Version 6.1.7601]

C:\Users\Dwight>tracert adobe.com

Tracing route to adobe.com [192.147.130.204]

over a maximum of 30 hops:

1 10 ms 1 ms <1 ms COMTREND [192.168.1.1]

2 20 ms 19 ms 19 ms 10.10.10.10

3 19 ms 19 ms 20 ms pool-64-222-213-169.port.east.myfairpoint.net [6

4.222.213.169]

4 19 ms 20 ms 19 ms pool-64-222-213-136.port.east.myfairpoint.net [6

4.222.213.136]

5 22 ms 21 ms 21 ms xe-3-2-0.mpr4.bos2.us.above.net [208.184.223.233

]

6 23 ms 22 ms 22 ms ae5.mpr3.bos2.us.zip.zayo.com [64.125.31.66]

7 27 ms 27 ms * ae8.cs1.lga5.us.zip.zayo.com [64.125.30.138]

8 26 ms 26 ms 26 ms ae18.er4.lga5.us.zip.zayo.com [64.125.27.179]

9 * * * Request timed out.

10 * 100 ms 99 ms ae-2-3609.ear1.Seattle1.Level3.net [4.69.208.149]

11 105 ms 105 ms 103 ms ADOBE-SYSTE.ear1.Seattle1.Level3.net [4.16.2.30]

12 * * * Request timed out.

13 * * * Request timed out.

14 * * * Request timed out.

15 * * * Request timed out.

16 ^C

At least it is showing I am getting to Adobe.

Still trying to get to someone who knows what they are talking about at Fairpoint

D

dwightm61352968Author

Participating Frequently

Jeff,

This is what I got:

Microsoft Windows [Version 6.1.7601]

C:\Users\Dwight>tracert cdn-ffc.oobesas.adobe,com

Unable to resolve target system name cdn-ffc.oobesas.adobe,com.

C:\Users\Dwight>

D

dwightm61352968Author

Participating Frequently

I even tried tracert with https://

same results

D

dwightm61352968Author

Participating Frequently

Jeff,

Still fighting with my ISP. In the mean time I looked at my DLM.log file which is mostly Greek to me. Interesting line was windows error 12150, which after a google search is like a catch all for a multitude of errors. here is a sample of the log:

03/04/18 07:11:52:832 | [INFO] | | | | | | | 7392 | The file to be downloaded is https://cdn-ffc.oobesaas.adobe.com/core/v1/update/description?name=LTRM&version=7.2&platform=win64&language=en_US

03/04/18 07:11:52:832 | [INFO] | | | | | | | 7392 | Going to download the file at C:\Users\Dwight\AppData\Local\Temp\{DB0CFA98-97E0-4DEE-95D6-C511DBB4F8F0}/{DA6466C1-E641-4BBF-B89F-EBDEAE76EBB8}

03/04/18 07:11:52:832 | [INFO] | | | | | | | 7392 | Using New Adaptive Algorithm

03/04/18 07:11:52:832 | [INFO] | | | | | | | 7392 | Preference: Preference is set for adding compression header

03/04/18 07:11:52:832 | [INFO] | | | | | | | 7392 | Preference: Client has set the preference for single stream download

03/04/18 07:11:53:082 | [ERROR] | | | | | | | 7412 | The windows error code is - 12150

03/04/18 07:11:53:207 | [INFO] | | | | | | | 4940 | No encoding received in respose header. Going to rename...

03/04/18 07:11:53:207 | [INFO] | | | | | | | 4940 | File download complete: https://cdn-ffc.oobesaas.adobe.com/core/v1/update/description?name=LTRM&version=7.2&platform=win64&language=en_US size: 316 Bytes, Time Taken:374.000000 milliseconds

03/04/18 07:11:53:737 | [INFO] | | | | | | | 7392 | Using New Adaptive Algorithm

03/04/18 07:11:53:893 | [INFO] | | | | | | | 7392 | The file to be downloaded is https://cdn-ffc.oobesaas.adobe.com/core/v1/update/description?name=PHSP&version=19.1.1&platform=win64&language=en_US

03/04/18 07:11:53:893 | [INFO] | | | | | | | 7392 | Going to download the file at C:\Users\Dwight\AppData\Local\Temp\{DB0CFA98-97E0-4DEE-95D6-C511DBB4F8F0}/{21470E2E-1F32-4D51-8FDC-EF332413BD0D}

03/04/18 07:11:53:893 | [INFO] | | | | | | | 7392 | Using New Adaptive Algorithm

03/04/18 07:11:53:893 | [INFO] | | | | | | | 7392 | Preference: Preference is set for adding compression header

03/04/18 07:11:53:893 | [INFO] | | | | | | | 7392 | Preference: Client has set the preference for single stream download

03/04/18 07:11:53:987 | [ERROR] | | | | | | | 6988 | The windows error code is - 12150

03/04/18 07:11:54:111 | [INFO] | | | | | | | 7664 | No encoding received in respose header. Going to rename...

03/04/18 07:11:54:111 | [INFO] | | | | | | | 7664 | File download complete: https://cdn-ffc.oobesaas.adobe.com/core/v1/update/description?name=PHSP&version=19.1.1&platform=win64&language=en_US size: 269 Bytes, Time Taken:218.000000 milliseconds

03/04/18 07:39:37:730 | [INFO] | | | | | | | 7932 | The file to be downloaded is https://cdn-ffc.oobesaas.adobe.com/core/v1/applications?name=CreativeCloud&name=CCLBS&osVersion=6.1.1&platform=win32

03/04/18 07:39:37:730 | [INFO] | | | | | | | 7932 | Going to download the file at C:\Users\Dwight\AppData\Local\Temp\/{4749EC34-238B-4A65-AEAB-F7CB4B9B0AF5}

03/04/18 07:39:37:730 | [INFO] | | | | | | | 7932 | Preference: Preference is set for adding compression header

03/04/18 07:39:37:730 | [INFO] | | | | | | | 7932 | Preference: Client has set the preference for single stream download

03/04/18 07:39:37:746 | [INFO] | | | | | | | 9096 | thread count is 0 and active thread count is 1

03/04/18 07:39:38:261 | [ERROR] | | | | | | | 8652 | The windows error code is - 12150

03/04/18 07:39:38:386 | [INFO] | | | | | | | 9096 | gzip encoding received in respose header. Going to unzip...

03/04/18 07:39:38:386 | [INFO] | | | | | | | 9096 | successfully unzipped the gzip response

03/04/18 07:39:38:386 | [INFO] | | | | | | | 9096 | File download complete: https://cdn-ffc.oobesaas.adobe.com/core/v1/applications?name=CreativeCloud&name=CCLBS&osVersion=6.1.1&platform=win32 size: 2553 Bytes, Time Taken:655.000000 milliseconds

Jeffrey_A_Wright

Community Manager

Thanks, Dwight. From your DLM log it appears the server you are accessing is cdn-ffc.oobesas.adobe.com. I would recommend you perform a TRACEROUTE on that server to see any degradation between the computer and cdn-ffc.oobesas.adobe.com.

D

dwightm61352968Author

Participating Frequently

Thanks Jeff,

I was thinking that route. I've been having trouble with my ISP. They claim I am getting x Mbs up/down. Using certified software, from our IT Dept I'm reading a little better than dial up but not quite "true" DSL. Now, trying to talk to a technician who is not reading from a screen (someone with at least a CCNA) is my next great adventure.

Thanks again

D

dwightm61352968Author

Participating Frequently

Jeff,

That's the strange part, I did not receive any error codes or messages (except what I mentioned in the original post. Looked in the log files and nothing there. When I said the internet crashed at 17% my internet connection icon in the tray went to a yellow triangle. Reset the DSL modem and CC went back to 17% and stayed there. I could see network activity but nothing happens.

Jeffrey_A_Wright

Community Manager

Ok, thanks for the update, Dwight. From your description, it appears you are facing stability issues with the current Internet connection. I would recommend using an alternate connection to download and install the CC applications.

The fact that you are seeing a disconnect can indicate the current connection is being reset for some reason. This may be due to the amount of data being requested or the quality of the connection.

If you continue to see the installation pause, with a different stable Internet connection, then please review the DLM.log for any specific error messages. Details on how to locate the DLM log can be found at Troubleshoot Adobe Creative Cloud install issues with log files , Dwight.

Jeffrey_A_Wright

Community Manager

Dwight, sorry that you are facing errors when installing the Photoshop and Lightroom updates. You mentioned in your first post that you crash your Internet at 17 percent. What do you mean by this? Do you ever receive any specific error messages?

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