Creative Cloud update and network issue

Community Beginner ,
Jul 27, 2022 Jul 27, 2022

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Yesterday a Creative Cloud update notification appeared, I started the download but it stopped at 5%.

Then all the network connections of the Mac stopped (MacPro 2013 / Big Sur) and it was impossible to connect with every web sites with both Safari and Firefox.

The only workaround was a hard quit of Creative Cloud and a restart of the Mac.

This morning I tried again, and the same thing happened, then I tried a third time but it was the same.

Every time the update stopped at 5% and in that moment also the internet connection stopped working (web, mail, ftp...).

 

The same Creative Cloud update worked without issues in a PC / Windows 10.

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Adobe Employee , Jul 28, 2022 Jul 28, 2022

Tystero, sorry, the computer shuts down the network connection after the Creative Cloud desktop application is installed or even during the download and install process.  Have you reviewed the settings for any installed security software?  

 

The behavior in this discussion could be caused by a misconfigured software firewall blocking or evaluating the requests for network access.  I would recommend verifying that any installed security software is using the manufacturers recommended settings an

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Adobe Employee ,
Jul 28, 2022 Jul 28, 2022

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Hi There,

 

We are sorry about your difficulties as the updates in Creative Cloud are not working. Could you please let us know if there is any error, also share us with a screenshot? Please refer to the below article link for troubleshooting.

https://helpx.adobe.com/in/creative-cloud/kb/download-update-errors.html

Please let us know if this helps.

 

Regards,

Neelam

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Community Beginner ,
Jul 28, 2022 Jul 28, 2022

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Hello, here are the screenshots:

1 - Creative Cloud announcement

2 - Update stops at 5%, Internet connection do not work (Safari, firefox, Mail and every other web app), Activity Monitor crashes and shows an empty window

3 - Creative Cloud forced quit, then I had also to restart the Mac to have the internet connection working again.

 

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Community Beginner ,
Jul 28, 2022 Jul 28, 2022

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Instead of doing the Creative Cloud update again, I tried downloading a new installer from here

https://creativecloud.adobe.com/apps/all/desktop

I started it up, it got to 1% and then crashed and, as in the previous case, from that moment on the internet connection crashed. I had to restart the Mac in order to work again.

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Adobe Employee ,
Jul 28, 2022 Jul 28, 2022

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Tystero, sorry, the computer shuts down the network connection after the Creative Cloud desktop application is installed or even during the download and install process.  Have you reviewed the settings for any installed security software?  

 

The behavior in this discussion could be caused by a misconfigured software firewall blocking or evaluating the requests for network access.  I would recommend verifying that any installed security software is using the manufacturers recommended settings and to apply any updates that are available for the software

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Community Beginner ,
Jul 28, 2022 Jul 28, 2022

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@Jeff A Wright wrote:

I would recommend verifying that any installed security software...


 

THANK YOU!

I quit LuLu (an alternative to Little Snitch) and AdGuard and now the Creative Cloud installer works!

But I've been using them for years and until yesterday they had never blocked Creative Cloud updates.

 

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Adobe Employee ,
Jul 28, 2022 Jul 28, 2022

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Excellent, thanks for the update, Tystero!  

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Adobe Employee ,
Jul 28, 2022 Jul 28, 2022

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Excellent, thanks for the update, Tystero!  

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