problem with app update connection

[AlexN00]

I need to update Lightroom and Photoshop, but since this morning, I haven't been able to.

Every time I try to click on 'update' in Creative Cloud, a window pops up saying that I don't have an internet connection when I don't have any issues of this kind.

Speaking with other colleagues, they are also experiencing this problem. How can I solve it?

Thank you!!

[John T Smith]

TLS 1.2 is now required to connect https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html

-test your browser https://clienttest.ssllabs.com:8443/ssltest/viewMyClient.html
-http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html
-https://helpx.adobe.com/download-install/kb/unable-to-reach-adobe-servers.html

[AlexN00]

Thank you, but I don't use a browser for updates. I use the Creative Cloud application.

Macbookpro M1

[kglad]

you still need to meet adobe's requirements for secure connections and those use your default browser settings.

adobe connection errors are common and are not related to whether you're connected to the internet.  they're related to connecting to adobe's secure servers.

if you have a non-current os, your default browser must support tls 1.2, https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html

to test your default browser's tls you can use , https://clienttest.ssllabs.com:8443/ssltest/viewMyClient.html

otherwise, confirm that you can connect to the secure adobe servers by reading, http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

do you see both logos after clicking "link"?

if you can and still see a connection error try these steps, https://helpx.adobe.com/download-install/kb/common-network-connectivity-issues.html

if those all fail, white list the adobe network endpoints, https://helpx.adobe.com/enterprise/kb/network-endpoints.html

or, if you’re trying to activate a perpetual license, you can try offline activation by disconnecting your computer from the internet, starting activation and using https://aoes-stage.licensingstack.com/aoes/aoes/v1/imsauthstatus

[AlexN00]

I have tried all the instructions, with positive results, but I still get an error message about internet connection when I try to do the updates.

The only thing I haven't tried is this "if those all fail, white list the adobe network endpoints, https://helpx.adobe.com/enterprise/kb/network-endpoints.html" because I didn't understand where to insert this White List. I don't understand what the problem is, the apps are working, internet access is fine... it's just the updates that are the problem.

A colleague's issue resolved automatically after a few days, but I continue to have this problem.

[kglad]

@AlexN00 

contact adobe support so they can check your computer/connection. there are 2 ways to contact adobe; chat and twitter:

chat:
use a browser that allows popups and cookies
and click 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.

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

[Jeffrey_A_Wright]

Alessandro, I am sorry the computer cannot contact our servers to complete the update process.

I see that case ADB-29746237-F8P8 has been escalated for additional review. Please bookmark https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html for information on how you can review and update your active support case. 

Thank you for your patience, and I hope the error is corrected soon.

[AlexN00]

thankyou Jeff, I hope to resolve!

[Jeffrey_A_Wright]

You are welcome, Alessandro; please don't hesitate to use the web portal discussed at https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to review the status of your case. 

You will receive an e-mail update when the case status changes, but those can sometimes get lost in the SPAM folder. This method lets you be fully informed and provide any additional information that might be requested.

[AlexN00]

Hello, after spending several hours with Adobe technicians, I haven't solved the problem... I still see the "connection error" message when I try to update the apps. I also reached out to my phone line operator to check if there are any restrictions on the line, but they told me there are no restrictions. At this point, I don't know what else I can do.

I wonder if anyone with the same problem has managed to solve it because, in addition to chatting with Adobe technicians, I have tried all the suggested guides. Thank you!

[kglad]

@AlexN00 

why did you state, "Speaking with other colleagues, they are also experiencing this problem.."?

are you using a teams or enterprise subscription?

[AlexN00]

No, I have a personal subscription (photography plan). I often compare myself with my fellow photographers, and while discussing this issue with the software I use for work, I discovered that others had the same problem, but it resolved automatically without doing anything.

[kglad]

@AlexN00 , understood.

have you gone through these steps,

confirm that you can connect to the secure adobe servers by reading, http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

do you see both logos after clicking "link"?

if you can and still see a connection error try these steps, https://helpx.adobe.com/download-install/kb/unable-to-reach-adobe-servers.html

if those fail, make sure you also tried the steps at, https://helpx.adobe.com/download-install/kb/common-network-connectivity-issues.html

if those all fail, white list the adobe network endpoints, https://helpx.adobe.com/enterprise/kb/network-endpoints.html

[AlexN00]

I've already taken these steps; I can see the logos perfectly, and I receive the PONG from the links... The only thing I haven't done is enter the network endpoints because I wouldn't know where to input that list of servers... on the router or in some MAC settings?

But... if I don't encounter any issues in the previous steps, I don't think it's necessary to enter the endpoints. I have already completed all these steps... I even reinstalled Adobe Creative Cloud directly from the file (because I couldn't update it, I couldn't even download it)

I don't know what else to try

[kglad]

can you connect using an adobe mobile app?

[AlexN00]

Yes, I just installed Lightroom Mobile on my smartphone without any issues, and it's synchronized

[kglad]

now test using the same network (no mibile plan data) with your mobile as with the problematic computer.

[AlexN00]

Sure, I used the same network, and I installed it without any issues.

[kglad]

if you're certain mobile data wasn't used, you can backup your computer's data, reformat your has hard drive, install and update your os , install the adobe cc app and retest.

[CyberBengt]

I have exactly yhe same problem as alessandroc53858069

I have to wait for automated updates, sometimes for days. When I manually try to update, the update aborts at 10-20% pretty much every time. Very frustrating.

And Yes, I have tried all the troubleshooting tips in this discussion. I have disabled my firewall and anti-virus software. I have also tried connecting to the internet differently via phone and fibre. Nothing seems to help.
Sometimes it would be nice to go back to the old days when you downloaded an update file and then installed it.

[kglad]

@CyberBengt 

you have a different problem than the op.  your issue is your internet connection.

[CyberBengt]

I don't think so. My fiber connection gives me steady 600+ Mbit/s and my phone 40 Mbit/s. No issues with any connection other than Adobe.

[kglad]

then why couldn't you connect using your phone?

[CyberBengt]

I have no idea. My phone connection is slower than my fibre, but just as stable. This is not a problem related to my internet connection, as the problem only occurs when connecting to Adobe. And it's not that I can't connect to Adoba, the connection is interrupted before everything is ready.

[AlexN00]

if you're certain mobile data wasn't used, you can backup your computer's data, reformat your has hard drive, install and update your os , install the adobe cc app and retest.

By kglad

It's not a viable solution. I can't format my Mac to test if the connection to Adobe servers works. I use the PC for work, and I can't uninstall programs, let alone format it.

If there are no alternatives, I will be forced to work with outdated Adobe software.

@CyberBengt 

Thank you for your feedback. Yes, indeed, it doesn't seem to be the exact same issue, although it is very similar, as the connection works when using a different mobile network hotspot. I find it strange that another photographer colleague of mine had the same problem last week, and suddenly it started working without doing anything. I have run numerous tests and spoken to Adobe technicians through chat, but without any results.