Skip to main content
A
AlexanderGS
Participant
July 24, 2021
Answered

[Win7] Apps can't connect to Adobe servers

  • July 24, 2021
  • 4 replies
  • 4733 views

Afternoon, all.

 

I tried to start up Illustrator yesterday, and was greeted by a "we can't verify your subscription status" error. Annoying, as I have things to do (and yes, my subscription is still active and okay according to the website). Additionally, if I start up Adobe CC, I get a generic "unable to reach Adobe servers" error. During troubleshooting I pinged the Adobe servers listed here: https://helpx.adobe.com/download-install/kb/common-network-connectivity-issues.html and found that they resolved to Akamai servers. I assumed that this issue was related to yesterday's Akamai outage and gave it up.

 

However, I'm still experiencing the same issues today long after Akamai say that the problem should be resolved. I can't access CC or the software I'm paying for. I have now completed all the troubleshooting steps in this post https://helpx.adobe.com/download-install/kb/common-network-connectivity-issues.html and this one https://helpx.adobe.com/download-install/kb/unable-to-reach-adobe-servers.html with no success. I've changed my DNS servers, flushed and re-registered the DNS, tried repairing CC (it doesn't work as it can't reach the adobe servers, go figure) and even attempted to connect via a VPN.

 

I contacted live chat, but was told that the dedicated team don't work weekends and I'd have to get in touch again Monday.

 

Windows 7 x64, and no issues up to this point. TLS 1.2 update's installed and enabled.

 

Thanks in advance.

This topic has been closed for replies.
Correct answer Nancy OShea

See this related discussion which mentions the need to run Microsoft's EasyFix51044.msi. 

https://community.adobe.com/t5/download-install/we-can-t-verify-your-subsciption-status/m-p/12218519#M538284


CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

 

4 replies

A
AlexanderGSAuthor
Participant
August 5, 2021

Just an update on this, it's still not working for me which kinda rules out the Akamai outage at this stage. I haven't had a chance to sit with Adobe support yet as I've been so busy with other things. I have, however, checked my hosts file (no adobe related entries) and tried connecting via my phone's connection sharing (still no connection to adobe servers). The latter would seem to rule out the problem being with my router settings and suggests that the problem is my PC. I'm all out of ideas at this stage, though. If I can't sort it out I'll have to cancel my sub, as I'm literally paying for software that I can't access!

Nancy OShea
Community Expert
Nancy OSheaCommunity ExpertCorrect answer
Community Expert
August 5, 2021

See this related discussion which mentions the need to run Microsoft's EasyFix51044.msi. 

https://community.adobe.com/t5/download-install/we-can-t-verify-your-subsciption-status/m-p/12218519#M538284


CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

 

Nancy O'Shea— Product User & Community Expert
A
AlexanderGSAuthor
Participant
August 5, 2021

Very interesting, I had previously verified that the TLS 1.2 update was installed and working, but I hadn't uncovered mention of the separate easy fix MSI before (which is further down the page on the windows update entry, and separate to the actual update file itself for any future people looking). Now I'm able to get into Illustrator (which is the main thing!) so it seems like this was the missing piece. What's perplexing is that Adobe CC itself still reports unable to reach the Adobe servers, and that I've been able to use CC and it's apps on this computer right up to a couple of weeks ago!

 

Still, I'll let the mystery go so long as I can actually do the work I need. Thanks very much for this!

johng82610697
johng82610697
Participant
July 25, 2021

Same issue here.

D
defaultxlf5lbj5tabs
Participant
July 25, 2021

SAME ISSUE!

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
July 24, 2021

If you already have a support ticket in progress, wait until Monday to reach technical support. 

 

Meanwhile, your local public library may have Creative Cloud service you could use temporarily.

 

Nancy O'Shea— Product User & Community Expert
Terms & ConditionsAccessibility statement
Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices