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Connection issues (usual suspects tried, for the love of god halp)

New Here ,
Jan 14, 2023 Jan 14, 2023

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Hi there, 

I hope I'm not being stupid but quite stumped by the issues I'm having. 

  • I can't access adobe.com whenever I try I get refused connection. (no I don't know why I didn't get the same error on this page)
  • When installing creative cloud I kept having connection issues and had to use an alternate installer, when I did it was installed correctly, however, the app cannot connect after launching. 
  • it's nothing to do with the internet provider blocking it, it appears to be local to my laptop. 
  • I have no 3rd party anti-virus, I have tried again disabling threat protection, firewall, etc, which hasn't helped. Nothing seems to be blocking it. (no custom rules either)
  • I have tried deleting caches (suggested before for some reason)
  • I have tried running as admin and even creating an alternate user.

For some reason I cannot connect to anything adobe, Does anyone have any ideas? I am going mad.

Feel free to ask for more information, or just to call me an idiot. 

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Creative Cloud , Installation

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LEGEND ,
Jan 14, 2023 Jan 14, 2023

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Without any actual system info and details like what type of Internet connection you use we can't realyl tell you much, but this simply sounds like your system's certificates are botched or outdated. If so, you'd have to fix them which e.g. on Windows using the Certificates system control panel.

 

Mylenium

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New Here ,
Jan 14, 2023 Jan 14, 2023

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Thnx, I'll have a look into that. You are right, below is some system info. 

  • Intel(R) Core(TM) i7-8550U CPU  1.80GHz 2.00 GHz
  • 16.0 GB (15.9 GB usable)
  • Windows 10 Pro (19045.2486)
  • Xiaomi Notebook

I typically used a campus public wifi so initially thought they were blocking the connection, however, since then I've used a number of unmetered private connections and still have the same issue. 

Apologies if this is not the information you were asking for. 

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Community Expert ,
Jan 14, 2023 Jan 14, 2023

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adobe connection errors are common and are not related to whether you're connected to the internet.  they're related to connecting to adobe's secure servers. 

 

if you have a non-current os, your default browser must support tls 1.2, https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html

 

to test your default browser's tls you can use , https://clienttest.ssllabs.com:8443/ssltest/viewMyClient.html

 

otherwise, confirm that you can connect to the secure adobe servers by reading, http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

 

do you see both logos after clicking "link"?

 

if you can and still see a connection error try these steps, https://helpx.adobe.com/download-install/kb/common-network-connectivity-issues.html

 

if those all fail, white list the adobe network endpoints, https://helpx.adobe.com/enterprise/kb/network-endpoints.html

 

or, if you’re trying to activate a perpetual license, you can try offline activation by disconnecting your computer from the internet, starting activation and using https://aoes-stage.licensingstack.com/aoes/aoes/v1/imsauthstatus

 

 

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New Here ,
Jan 14, 2023 Jan 14, 2023

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Wow thanks, that's very comprehensive. I'll go through that list and reply with the result to this thread 🙂

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Community Expert ,
Jan 14, 2023 Jan 14, 2023

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with win 10, you can skip the tls issues (but it's easy to check your browser).  the rest you need to go through and some of the links have multiple steps.  skipping steps isn't helpful.

 

if you get stuck at a one of the steps in a link, let us know.

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New Here ,
Jan 23, 2023 Jan 23, 2023

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Thnx, I've been through all the steps above slowly and still have the same issues. Adobe.com, adobe.co.uk, etc still have refused connection. My user agent has good protocol support, and I can access adobe activation servers, as I see both logos. I've disabled all software firewalls and tried again with the same issue. Even made a couple of custom rules that didn't help. 

 

Atm, I am trying to white list the adobe network endpoints,as suggested i wondered if anyone had more information on how to do this? Unsure if it will help at the moment honestly. 

Trying offline activation won't really help unfortunately as creative cloud is having issues connecting and I need it to continue with work. 

Any other ideas would also be appreciated. 

 

(also all browsers have the same issue, not using VPN)

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Community Expert ,
Jan 23, 2023 Jan 23, 2023

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LATEST

contact adobe support via chat and let them check.  there are 3 ways to contact adobe; chat, phone 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.

phone:
https://helpx.adobe.com/contact/phone.html

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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Community Expert ,
Jan 15, 2023 Jan 15, 2023

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Are you using browser script blockers or VPN?

Try using another browser.

 

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Jan 23, 2023 Jan 23, 2023

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Nope, I am not using browser script blockers or any VPN, tried every browser under the sun on a variety of different network connections, hasn't helped. 

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