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Creative Cloud - Unable to reach Adobe servers

Community Beginner ,
Aug 28, 2016 Aug 28, 2016

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Hi everyone,

Everytime I start the creative cloud app to manage updates, etc. I'm able to see my applications for a second and then the screen is replaced by the error message that it is unable to reach Adobe servers (see images below).

adobe1.jpg adobe.jpg

I had to install Photoshop and Lightroom by starting creative cloud and click on install during the one second I had before the error screen comes. Then it would download and install in the background. So, clearly it has a connection...

I've tried every solution I could find in the forum. From firewall settings, fixing host files, removing the OOBE folder, reinstalling creative cloud or manually update it. Nothing worked.

Does anyone else experience this or does someone have a solution for this? I'm getting really frustrated, as I'm paying for software that doesn't work as it should.

Thanks in advance and best regards.

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Adobe Community Professional , Aug 28, 2016 Aug 28, 2016
Please wait , before uninstall everything we can try some troubleshooting steps if you wish . I guess you are getting error when you try to update CC apps .  I believe you are trying to update from Help menu in Photoshop .Have you tried disabling Firewall temporarily and checked ?Instead of normal uninstallation of Adobe Creative Cloud app , try clean uninstallation and reinstallation once.Follow below steps :Uninstall Adobe Creative Cloud .Creative Cloud Help | Uninstall the Creative Cloud desktop app...

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New Here ,
Aug 28, 2016 Aug 28, 2016

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Did you check your firewall settings

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Community Beginner ,
Aug 28, 2016 Aug 28, 2016

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Yes I did. I added all Adobe Applications, also the PDApp.exe and I even turned off the firewall completely. Didn't work.

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Adobe Community Professional ,
Aug 28, 2016 Aug 28, 2016

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You had mentioned that you had tried re-installing Adobe Creative Cloud application .

Were you able to install Adobe Creative Cloud application using Online Installer or Offline installer ?

Example :

Online installer :

https://ccmdls.adobe.com/AdobeProducts/KCCC/1/win32/CreativeCloudSet-Up.exe

Offline Installer :

Adobe CC 2015 Direct Download Links: Creative Cloud 2015 Release | ProDesignTools

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Community Beginner ,
Aug 28, 2016 Aug 28, 2016

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I used the online installer. This installed that annoying creative cloud app manager. I was then able to click on install for Photoshop and Lightroom inside the manager, before the error appeared (just seconds later). Now, when click on check for updates inside Lightroom, the app manager opens and displays the error.

I'll try uninstalling everything and install Photoshop and Lightroom directly. Hopefully I can use the software without that useless app manager.

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Adobe Community Professional ,
Aug 28, 2016 Aug 28, 2016

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Please wait , before uninstall everything we can try some troubleshooting steps if you wish .

I guess you are getting error when you try to update CC apps .  I believe you are trying to update from Help menu in Photoshop .

Have you tried disabling Firewall temporarily and checked ?

Instead of normal uninstallation of Adobe Creative Cloud app , try clean uninstallation and reinstallation once.

Follow below steps :

Uninstall Adobe Creative Cloud .

Creative Cloud Help | Uninstall the Creative Cloud desktop app

Disable Firewall Temporarily.

Step 1 :

Open C:drive and navigate to C:\Program Files (x86)\ " Common Files" \Adobe.

Open Adobe folder and delete folders named Adobe Application Manager and OOBE.

Step 2:

Navigate to C:\Program Files (x86)\Adobe.

Open Adobe folder and if present delete Adobe Creative Cloud folder. [**important]

Unable to delete??? rename it to Adobe Creative Cloud-old.

Step 3 :

Press Windows button (located between Ctrl and Alt buttons) along with R button together at a time , you will get a run command window.

Type in below command and hit 'Enter' key.

appdata

Then navigate to Local>Adobe.

Open Adobe folder and delete folders named AAMUpdater and OOBE.

Step 4 :

Make sure Adobe Creative Cloud is not listed under Control Panel > Program and Features. list.

Then download and install Adobe Creative Cloud application and check.

https://ccmdls.adobe.com/AdobeProducts/KCCC/1/win32/CreativeCloudSet-Up.exe

Also make sure , Automatic Proxy settings detect is ON>

network-proxy.png

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Community Beginner ,
Aug 29, 2016 Aug 29, 2016

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Well, that's odd.

This seems to have done the trick. It is now working and I'm able to update my applications.

Thank you so much!

Best regards from Switzerland

Jonas

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New Here ,
May 10, 2018 May 10, 2018

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ABSOLUTE LIFE SAAAVER!!!!! DUDE I WAS TRYING FOR SO LONG!!!!! THANK YOU

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New Here ,
Jul 01, 2020 Jul 01, 2020

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Having the same problems, but on a Mac! How to fix this problem on a Mac?

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New Here ,
Jul 02, 2020 Jul 02, 2020

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Same here! Can anyone provide instructions for disabling the firewall on a Mac or an alternative solution?

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New Here ,
Jul 02, 2020 Jul 02, 2020

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Was working, but all of a sudden this has appeared, on Mac. Are their any problems with Adobe's servers?

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Community Beginner ,
Jul 05, 2020 Jul 05, 2020

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i'm on Mac Os Catalina and I'm having the same issues -.-

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New Here ,
Jul 13, 2020 Jul 13, 2020

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having the same problem on Mac. Tried all solutions I could find, like switching Firewall off, use CreativeCloud Cleaner Tool etc. with no success

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New Here ,
Aug 03, 2020 Aug 03, 2020

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Same here. Have had this error for a month. Turned off firewall, opened up ports on my router, updated mac OS. Nothing seems to fix this. When I ping adobe.com in Terminal, 90% of the time it times out with 100% packet loss.

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Community Beginner ,
Aug 27, 2020 Aug 27, 2020

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Same issue on my end. 

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