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problem with app update connection

Explorer ,
Jun 14, 2023 Jun 14, 2023

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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!!

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correct answers 1 Correct answer

Explorer , Jun 22, 2023 Jun 22, 2023

This morning's update: I tried once again to update, and... IT WORKS!!! Like it happened to others, without doing anything "magically," it started working again without any intervention on my part. I don't know why, but the important thing is that the problem has been resolved without having to spend days reformatting the PC. 😉

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Community Expert ,
Jun 14, 2023 Jun 14, 2023

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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

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Explorer ,
Jun 14, 2023 Jun 14, 2023

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

Macbookpro M1

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Community Expert ,
Jun 14, 2023 Jun 14, 2023

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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

 

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Explorer ,
Jun 15, 2023 Jun 15, 2023

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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.

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Community Expert ,
Jun 15, 2023 Jun 15, 2023

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@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...

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Adobe Employee ,
Jun 15, 2023 Jun 15, 2023

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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.

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Explorer ,
Jun 15, 2023 Jun 15, 2023

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thankyou Jeff, I hope to resolve!

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Adobe Employee ,
Jun 15, 2023 Jun 15, 2023

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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.

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Explorer ,
Jun 20, 2023 Jun 20, 2023

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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!

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Community Expert ,
Jun 20, 2023 Jun 20, 2023

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@AlexN00 

 

 

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

 

are you using a teams or enterprise subscription?

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Explorer ,
Jun 20, 2023 Jun 20, 2023

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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.

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Community Expert ,
Jun 20, 2023 Jun 20, 2023

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@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

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Explorer ,
Jun 20, 2023 Jun 20, 2023

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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

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Community Expert ,
Jun 20, 2023 Jun 20, 2023

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can you connect using an adobe mobile app?

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Explorer ,
Jun 20, 2023 Jun 20, 2023

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

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Community Expert ,
Jun 20, 2023 Jun 20, 2023

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

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Explorer ,
Jun 21, 2023 Jun 21, 2023

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

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Community Expert ,
Jun 21, 2023 Jun 21, 2023

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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.

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Community Beginner ,
Jun 21, 2023 Jun 21, 2023

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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.

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Community Expert ,
Jun 21, 2023 Jun 21, 2023

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@CyberBengt 

 

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

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Community Beginner ,
Jun 21, 2023 Jun 21, 2023

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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.

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Community Expert ,
Jun 21, 2023 Jun 21, 2023

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then why couldn't you connect using your phone?

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Community Beginner ,
Jun 21, 2023 Jun 21, 2023

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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.

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Explorer ,
Jun 21, 2023 Jun 21, 2023

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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.

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