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DBaer
DBaer
Participating Frequently
July 30, 2018
Answered

Creative Cloud Desktop App Cannot Sign Into Adobe Servers

  • July 30, 2018
  • 1 reply
  • 6545 views

Whenever I run Creative Cloud I get this error:

"Unable to reach Adobe servers. Please check your firewall settings, ensure that the time settings on your computer are correct, and try again."

This is a recent issue as I have installed this product previously on this PC, and installed Photoshop and a few other programs as recently as a few weeks ago. I only discovered it trying to download another software package.

So here's what I've tried so far...

Firewall: Turned it off and still got no response to Adobe servers.

Time Settings: they are correct.

Also tried this: Can't sign in to creative cloud

Then I uninstalled everything to do a clean reinstall and now I have lost everything.

Also tried contacting Tech Support via Live Chat. That didn't work. After about two hours of the TS guy connected to full access to my computer and doing a lot of unnervingly nothing, even though my HDD light was active as all hell, even he couldn't figure it out. He ended up creating [another] Admin account on my PC even though the account I was using was already an admin. He did something that caused me not to be able to use my keyboard. Whichever key I pressed it opened a command, window, or icon, making my PC nonfunctional.

Anyway, I really need at least Photoshop to check my students work. I am a teacher who teaches Photoshop and without it I cannot function properly. Please help. Please let me know if there is any other information that you may need.

Thank you.

This topic has been closed for replies.
Correct answer Jeffrey_A_Wright

Scratch that! I got it working. After rebooting back into a full boot the software activated and now I'm good to go. I tried running the Creative Cloud Desktop app again but it wouldn't sign in so it's definitely a software issue so I'll just have to trouble shoot that. I will report back here once I've found it in case anyone else is having a similar issue.

I still would like an answer for question 2 though, if you please.

Thanks again for all your help.


Thank you for the update, Dbaer!  I am showing several successful activation requests now being sent from the computer!

If you discover any application or configuration changes which may have prevented the connection from being made to Adobe servers, then please update this public forum discussion.

I am sorry you had to go to such extreme measures Dbaer, but this discussion helps reinforce the importance of a local backup for any documents or critical files we may store on our computers.  It allows for an easy restoration process if it is necessary to reinstall the operating system.

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
July 30, 2018

confirm that you can connect to the secure adobe servers.

for help with that and other common secure adobe.com connection problems read, http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

do you see both logos?

DBaer
DBaerAuthor
Participating Frequently
July 30, 2018

Yup.

  • Little red and gray Adobe icon.
  • Ping and Ponged back.
  • Ran the Adobe Limited Access Repair Tool: 0 hosts file entries were fixed. (the tech support guy did that also)
  • Reset Hosts file manually: Did that. Nothing in the hosts file. Literally, Nothing. Tech guy did that as well.
  • Opened ports 80 and 443 to Adobe. However, when trying to allow the app through, this file path does not exist: Windows: Program Files\Common Files\Adobe\OOBE\PDApp\core
  • Turned off firewall.
  • GlobalSign Root CA Certificate is enabled for Server Authentication.
  • Deactivated all PCs on my account. There were two.
  • Also turned off Windows Defender.

Still get the same error: "Unable to reach Adobe servers. Please check your firewall settings, ensure that the time settings on your computer are correct, and try again."

DBaer
DBaerAuthor
Participating Frequently
August 2, 2018

DBaer, I only checked the e-mail address you used to post to this public forum.  If you have a Creative Cloud membership under a different address then please log in with that e-mail address.  If you continue to face errors can you send me a private message with the e-mail address you are using?  You can mouse over my name in the public forum discussion to send a private message.

As for your question regarding the alternate Internet connection.  If you are using a desktop computer then you may want to see if you can borrow someone's mobile hotspot or perhaps borrow the password from the neighbor's wi-fi network?  If you have a laptop then I would recommend taking the computer to a library or coffee shop.  This may be irrelevant if it's a matter of logging in with the right account.  I look forward to your update, DBaer.


PM sent.

My roommate, who is using the same exact router and also has an adobe account, has no issues connecting, so it cannot be the Internet. This is confusing as hell. =\

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