Creative Cloud Installer breaks Internet connection

Thank you, everyone, for your public posts on the difficulties you encounter with disrupted Internet access while updating Adobe applications. The inability to smoothly complete the update process can be frustrating and is a significant roadblock from using the applications to complete your creative projects.

I have locked this public discussion as the variety of people interacting in this discussion, and the different membership and network types, will not lead to a solution being discovered for everyone. The solution for the individual using Photoshop CC on their home network will be different from someone using a Creative Cloud for Enterprise membership on a network managed by an organization.

We do want to see these disruptions resolved, so please utilize the following resources depending upon the type of Creative Cloud membership you are using:

Creative Cloud - Individual

Creative Cloud Individual memberships are designed for people with unrestricted access to the computer and network they are using the computer on. The following documents can be helpful to resolve network configuration errors:

• Fix connectivity issues for Adobe apps 
• Unable to reach Adobe servers 

To contact our support team for assistance with any configuration errors, please begin a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. We will also encourage you to download and run the CC Log Collector Tool from http://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html. The log files will be automatically uploaded and available if an additional investigation into the cause of the disruption is necessary.

Creative Cloud for Team or Enterprise memberships

Creative Cloud for Team and Enterprise membership is designed for organizations. If you have a Creative Cloud for Team or Enterprise membership, please make sure you work with your Creative Cloud plan administrator regarding any errors you observe with the update process. One of the benefits included with both membership types is deploying updates over the local network.

Please see the following documents for information on the deployment process:

• Overview: Deploying Creative Cloud for enterprise  
• Create packages to deploy Creative Cloud for teams  

Both Enterprise and Teams memberships include access to elevated support designed to answer questions related to those membership types. You can find information on how to access the premiere support included with both memberships at:

• Teams | Support and Expert Sessions 
• Enterprise | Support and Expert Sessions 

Our goal is to have a smooth experience downloading, updating, and using your Adobe applications. Please get in touch with us using the proper method for your membership type. We look forward to hearing from you and apologize for any inconveniences you have encountered.

Please bookmark Adobe Creative Cloud desktop app release notes to keep updated regarding important updates implemented to the Creative Cloud desktop application.

I'm also facing this issue since I swapped my Intel Macbook with an Apple M1 Macbook in December.

I followed the suggestion to get in touch with the customer support and provide the collected logs. 

Right now I'm in chat with "Felicy" who insists on getting remote access to my computer - for which I do not see any reason. My offer to provide the zxp file with the collected logs is not taken upon. wth? It seems highly suspicous to me...

Is there any other way I can interact with the support? maybe open up a ticket?

Has happened to me twice now while installing / updating CC software. Only through dumb luck finding people on Netgear forums with the same issue did I discover the cause. I never would have put 2 and 2 together on this one, even though I'm a huge computer nerd. I've never seen something this ridiculous happen before.

Fix yo ish Adobe.

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.

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.

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!

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.

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