Creative Cloud Installer breaks Internet connection

Report · Nov 14, 2021

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?

Report · Feb 24, 2022

Evan, I reviewed the account you used to post to this public discussion thread, but I don't see an individual membership associated with the account. If you are using a Creative Cloud for Team or Enterprise membership, then please get in touch with your organization's Creative Cloud plan administrator for assistance. There is no need to fetch updates over the Internet for either of these membership types. If the Creative Cloud plan administrator needs to contact us on your behalf, they can use the process listed in https://helpx.adobe.com/enterprise/using/support-for-enterprise.html to access the elevated support that is included with those plans.

Report · Feb 24, 2022

What the actual F.

Because you're enterprise class you can skip crashing your router with our updates.

Wow. How about a response to this thread in regards to what you're doing about the actual problem?

Report · Feb 24, 2022

Phrawst, if you have already tried the suggestions offered in this public discussion, then please download and run the CC Log Collector Tool from http://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html. Once the log files are uploaded you can then begin a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen so the logs can be reviewed and any errors identified.

If you want to review the log files yourself, then see https://helpx.adobe.com/download-install/kb/find-installation-log-files.html for information on how to locate any fatal errors.

Report · Feb 25, 2022

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?

Report · Feb 25, 2022

Phil, thanks for contacting our support team to request assistance. You can use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html if you need to make any updates to support the case ADB-23416796-X7Y8. I see you ended the current interaction from your end as you ran out of time.

I am a little confused, though, Phil. From the chat transcript, you indicated that the installation for your Adobe applications is crashing while you try to apply updates on your new M1-powered Mac computer. Are you also encountering problems with the Internet connection being disrupted for the local network while applying Adobe Creative Cloud updates as has been reported by Tomoe5C17, ChronoWolf, and others in this public forum discussion?

Report · Feb 25, 2022

Just for clarity... is it within policy to discuss the contents of private support conversations held between customers and support staff? I know that acknowledging if a person has or hasn't reached out might be okay, but if it is not stipulated in any EULAs or agreements that support transcripts can be shared by staff in a public forum, I would recommend avoiding sharing the contents of those support interactions to ensure the customer's privacy is preserved.

Report · Feb 25, 2022

Thanks for your question, ChornoWolf. No personal information has been exchanged. I am attempting to verify that Phil is encountering errors related to the topic of this public discussion.

Report · Feb 25, 2022

Thank you for bringing this up ChronoWolf. To be honest, it actually did feel weird to me to read these specific parts of my conversation with the support in this public thread. The conversation with the support itself was a little disturbing already and now this...

Well lets hope to make some progress now with this issue

Report · Feb 25, 2022

Thanks for confirming that this is the behavior you are encountering, Phil. I appreciate you reaching out to our support team.

Please bookmark and use the process in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to make updates to your recent support case.

Report · Feb 25, 2022

Thank you for reaching out Jeff. I'd love to help clear up some of your confusion but I need to state this first.

The support employee was not able to provide a sufficient solution to my issue. This became apparent when she made the suggestion to install Creative Cloud (yeah, I'd love to but I can't, it's the sole reason for me posting in this thread). But okay, let's leave it there.

Regarding your confusion (btw you seem to have that a lot going through this thread 😉 - my favorite one is trying to pinpoint this as an issue with Netgear hardware, quite entertaining to read)

The adobe applications do not crash while I'm applying updates to my M1 Macbook. All I'm trying to do is to install a Adobe application in the first place, no update, fresh install. I tried Creative Cloud at first, running the installer => internet connection broken

Then I went through the applications one by one:

Adobe Photoshop, running the installer => internet connection broken

Adobe Acrobt Pro, running the installer => internet connection broken

Adobe Premiere, running the installer => internet connection broken

Adobe Audition, running the installer => internet connection broken

As soon as I close the installer I get my connection back.

I've tried Wifi and Ethernet connections in different locations with various bandwiths and network hardware. It's the same issue every single time.

Report · Mar 06, 2022

I am having the exact same issue with my MacBook Pro 16" (2021) using a German AVM FRITZ!Box router.

To be honest, I don’t really want to support Adobe Support and explain everything. Apparently it’s an issue with the Creative Cloud app itself and not specific router configurations so maybe Adobe should look into this. People are paying for this and expect everything to work. Downloading something from the internet is not rocket science…

Report · Mar 07, 2022

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:

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:

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:

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.