Creative Cloud Installer breaks Internet connection

New Here ,
Nov 14, 2021 Nov 14, 2021

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Hello,

I have the new macbook 14" and want to install the creative cloud app. however, during the installation, it kills my internet connection and I can't do anything. only after I quit the installation, the internet comes back.

I did multiple tests. such as restarting the router, rebooting my macbook etc. The internet always breaks during the installation and comes back when I abort.

Does anyone know how to resolve the issue?

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Creative Cloud , Installation

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Adobe Community Professional ,
Nov 14, 2021 Nov 14, 2021

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using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking 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

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Community Beginner ,
Nov 22, 2021 Nov 22, 2021

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Happening to me too, on PC, Windows 11. Installing or updating Photoshop or Illustrator kills my router. This looks to be a common issue as I see a lot of people reporting it. It only started for me in the past couple weeks. 
I have AT&T fiber. It kills my router whether I conect over ethernet or wifi, whether connected directly to the AT&T modem/router or the connected Orbi mesh. I even did a system reset and a fresh install of Photoshop did the same thing.

 

No other programs or large downoads do this. Only creative cloud.

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LEGEND ,
Nov 23, 2021 Nov 23, 2021

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If an app can completely kill (break rather than slow down) a network connection, then there's a fault in something. Possibly the router. I've had problems with specific apps like this, and upgrading the firmware of the router was the solution.


Here's a suggestion: if you see this problem please reply with 

- your ISP (AT&T in the last post)

- any routers you have in your house or office between you and the ISP

- the final router (often provided by the ISP)

The reason is, this sort of cataloguing often shows us a pattern.

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New Here ,
Nov 23, 2021 Nov 23, 2021

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Hi, here are the things you asked for:

  • ISP: AT&T, Fiber
  • Orbi RBK753 mesh system
  • ISP Router: Arris BGW210,  Software version: 2.14.5

 

I have connected my PC straight to the AT&T Modem to eliminate the Orbi from the equation, and get the same behavior. 

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Adobe Employee ,
Nov 23, 2021 Nov 23, 2021

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Steven and Sersun, if the modem provided by the Internet Service Provider cannot sustain a fast enough connection, please get in touch with the service provider. They may need to review the connection to the modem or replace the modem itself. 

 

I ran into a similar situation after a neighbor moved into the downstairs apartment. My modem would disconnect when using data-intensive applications. The cable company came out and confirmed there were problems with the connection to the modem, corrected it, and even upgraded my cable modem all at the same time.

 

Alternately, you may want to look at a utility to control the application's amount of bandwidth. Feedback has been provided to allow the ability to limit download speeds, similar to the sync function, but that won't resolve any current problems with applying updates. I would recommend bookmarking https://helpx.adobe.com/creative-cloud/release-note/cc-release-notes.html to keep up to date regarding improvements and enhancements that have been implemented in the Creative Cloud desktop app.

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Community Beginner ,
Nov 23, 2021 Nov 23, 2021

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Thank you Jeff. If I was in your position I would be saying the same thing. And I will absolutely see about a new router from the ISP. 

 

It is just interesting that only CC brings down the network and other people are reporting this too. My router can sustain very fast throughput in other apps just fine. I run speed tests at over 800mbs with no problem. Other applications like Steam and MSFS202  will handle much larger downloads at higher speeds than CC when it installs an app.I'm not saying that fault is entirely with CC, but I wonder if something in CC updater needs to be optimized. 

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Adobe Employee ,
Nov 23, 2021 Nov 23, 2021

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Sersun, you are always welcome to begin a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen to have the matter investigated.  Based on your most recent post, though, I would recommend looking at the modem next.

 

No amount of software reinstallation will compensate for a hardware failure. However, if you rent the modem from the Internet Service Provider, the entire service will likely be covered.  If you use a cable modem, then a technician can check the signal level remotely.

 

The other option is to limit the amount of bandwidth made available to the Creative Cloud applications and services.  If you decide to go down this route, please make sure the software is just throttling the amount of data and not damaging or malforming the packets sent through.  I have seen more than one download error caused due to software throttling. 

 

You could also try using the operating system's low data mode when applying Creative Cloud updates.  You can turn off everything but mandatory updates by following the steps listed in https://helpx.adobe.com/creative-cloud/help/update-app.html.

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New Here ,
Nov 26, 2021 Nov 26, 2021

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Probably better to describe that the Adobe update kills the network on my PC, not my home network. Other devices can access the internet. So, it's not a router/broadband bandwidth issue. I've looked at Task Manager on my Windows PC and all the network traffic is for Adobe updater and nothing else gets a look in. I have many items of software that update on my PC and none do this, including Windows itself, when downloading updates. Microsoft OneDrive can rapidly sync files on my PC, some rather large given there are photos and videos, and, again, my PC is still usable.

 

My workaround is simply to disable auto-updates on Adobe apps and manually update when I know I'm not needing the use the PC. Ideally, I'd prefer the updater not to consume the entire network bandwidth of the PC device which must be possible given other software packages can manage it. But, in the meantime, my workaround will suffice.

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Community Beginner ,
Nov 23, 2021 Nov 23, 2021

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Hi, here are the things you asked for:

  • ISP: AT&T, Fiber
  • Orbi RBK753 mesh system
  • ISP Router: Arris BGW210,  Software version: 2.14.5

 

I have connected my PC straight to the AT&T Modem to eliminate the Orbi from the equation, and get the same behavior. 

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New Here ,
Nov 23, 2021 Nov 23, 2021

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Yup, same here. I noticed from earlier topics that some advice was get a faster internet connection! Well I have a fast connection but Adobe just simply eats whatever is available. Any quality updater will throttle itself so as not to impact the user, or indeed anyone else using the same router. My only answer has been to disable auto updates and manually update when I know I'm going to be away, say just before going to sleep. But having to leave the PC switched on all night isn't exactly environmentally friendly. Having written downloaders myself this is not complicated. This software is not free, it's not cheap...please just get it sorted Adobe!

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New Here ,
Dec 15, 2021 Dec 15, 2021

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I've got the same problem today. I did not change anything regarding my connection. It was working fine and starting today I can not update (or have the desktop client runnung) without loosing the connection. It only occurs with CC. And yes...the CC Service ist not cheap! This is not acceptable.

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New Here ,
Dec 15, 2021 Dec 15, 2021

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I have that very same issue.

My internet connection is via ADSL and I get about 13 Mbit downstream, but this is usually fine. OneDrive sync, Steam, no issues here.

It is only, singularly and reproducable the Adobe CC Update process that hogs all available bandwidth and makes the internet connection unusable for everybody in the house. Even the connection from my PC to the router via wired LAN is slow.

What the hell is this thing doing? Most applications may use the available bandwidth for downloads, but slow down when other devices oder apps have connections. Not the Creative Cloud, though.

 

This is really annoying, especially when I have to dig for ten minutes what app is doing this, only to find that it's CC which is not running, not on Windows autostart and which supposedly has automatic updates turned off.

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Community Beginner ,
Jan 26, 2022 Jan 26, 2022

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LATEST

Encountered the same thing yesterday (Creative Cloud apparently taking down my router) and decided to do my due diligence and thoroughly test the scenario.

First was my home network. It's a fiber optic connection (1gbit/1gbit) which comes into the apartment via an enterprise Cisco Systems router. Every time Creative Cloud attempts to download any of the Adobe apps, it stops at around 70% and crashes the router. The entire network goes down while the router does a hard reset (takes about 5 minutes to do this). After which point the internet connection restores and Creative Cloud attempts to resume the download. Every time the download resumes, the internet connection will remain up until Creative Cloud re-attempts the download, where it will crash the router and cause it to hard reset again.

After doing multiple tests (including ensuring nothing else except the computer running Creative Cloud is hooked into the router) I have been able to reproduce the issue in 100% of cases where Creative Cloud will be downloading an App or App update at the time in which the router dies and performs a hard reset. Shutting down Creative Cloud restores the router's stability. I tested this stability with Creative Cloud closed by deliberately maxing out my 1 gigabit connection with multiple downloads (from a data intensive application like Steam for example) and the router remained online and stable. However, when I booted up Creative Cloud again and downloaded an App (After Effects 2022 for example) the router died and hard reset again.

Pretty conclusive, however, I wanted to dig deeper.

The next day I went into my workplace/studio which has a robust enterprise-level cable connection with full-enterprise infrastructure. A handful of us use the Adobe and Creative Cloud suite. I started Creative Cloud and attempted to update one of the Apps... a few minutes later, the entire office/studio's internet went down, causing everybody to go offline! Once again, Creative Cloud had crashed the router. Thankfully, I warned our IT guy about this first. As soon as I closed Creative Cloud, the connection was restored to the studio. With IT's blessing, I performed another bandwidth intensive download of lots of data using another application and the connection remained solid. But, once again, I booted up Creative Cloud and the entire studio lost connection to the internet again because of the router being taken down.

That's 2 for 2. One in a home scenario on prosumer/enterprise-lite hardware with a fiber connection, and one of full studio enterprise gear with a cable connection.

Sounds to me like Adobe has some investigating to do, because this issue is pretty nasty.

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