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Unable to reach Adobe servers for the last 24h

New Here ,
Sep 15, 2020

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Hi,

I am posting yet another topic regarding "Unable to reach Adobe servers" problem. I've been a CC user for a couple of days when suddenly yesterday evening I started experiencing this issue. I remember that I was able to open a Psd file like an hour before I noticed that issue for the first time. Just for the record, I am a Windows 10 user. Here is what I tried so far:

1. Resolving connection issues - https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html
- Connection to the Activation servers appears to work
- When accessing https://lm.licenses.adobe.com/vact/ping, I get the "pong" response but strangly, if I use Firefox, I get 404 sometimes. With Chrome I am always getting 200 with the respective "pong" message.
- My "hosts" file looks pristine. No URLs there.
2. Temporarily disable Firewall.
3. Create new admin account and attempt connecting from there.
4. Reinstall CreativeCloud and the rest of the Adobe apps and clearing all traces like remaining folders in Program Files, ProgramData, AppData. I also used the Adobe CC Cleaner tool. That process was repeated from both of my regular Windows account and the newly created one.
5. Update my Windows (had a big update that was awaiting to be installed).

No need to mention that none of these worked. I think I pretty much ran out of ideas what might be wrong. The problem occurred out of nowhere. I noticed that at the time when I experienced it for the first time, some of the Adobe services where under maintanence (status.adobe.com), not sure if that could've caused the issue. It has been like that for around the last 24h.

Thanks!

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Creative Cloud, Installation

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Unable to reach Adobe servers for the last 24h

New Here ,
Sep 15, 2020

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Hi,

I am posting yet another topic regarding "Unable to reach Adobe servers" problem. I've been a CC user for a couple of days when suddenly yesterday evening I started experiencing this issue. I remember that I was able to open a Psd file like an hour before I noticed that issue for the first time. Just for the record, I am a Windows 10 user. Here is what I tried so far:

1. Resolving connection issues - https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html
- Connection to the Activation servers appears to work
- When accessing https://lm.licenses.adobe.com/vact/ping, I get the "pong" response but strangly, if I use Firefox, I get 404 sometimes. With Chrome I am always getting 200 with the respective "pong" message.
- My "hosts" file looks pristine. No URLs there.
2. Temporarily disable Firewall.
3. Create new admin account and attempt connecting from there.
4. Reinstall CreativeCloud and the rest of the Adobe apps and clearing all traces like remaining folders in Program Files, ProgramData, AppData. I also used the Adobe CC Cleaner tool. That process was repeated from both of my regular Windows account and the newly created one.
5. Update my Windows (had a big update that was awaiting to be installed).

No need to mention that none of these worked. I think I pretty much ran out of ideas what might be wrong. The problem occurred out of nowhere. I noticed that at the time when I experienced it for the first time, some of the Adobe services where under maintanence (status.adobe.com), not sure if that could've caused the issue. It has been like that for around the last 24h.

Thanks!

Topics

Creative Cloud, Installation

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39

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Adobe Employee ,
Sep 15, 2020

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Georgie5C75, I am sorry that the computer you are using is unable to reach our servers.  I did review your account and you have an active Creative Cloud Photography plan, but we have never heard from the computer.

 

In addition to the steps, you have utilized above you will want to verify that the computer has access to the servers and ports listed in https://helpx.adobe.com/enterprise/kb/network-endpoints.html.  You will need access to all of the listed servers to use the applications and services that are included with an individual Photography membership.

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New Here ,
Sep 15, 2020

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Update: After I shared my problem here, I got a second prompt to restart my computer because of a pending update. I assume it was a smaller one after the one that I mentioned in my first post. Anyway, after the restart the problem appears to be resolved. Still, thanks for the assistance!

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Adobe Employee ,
Sep 15, 2020

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Thanks for the update, Georgie5C75.  Please continue to apply available updates to the operating system, as we do design our applications to work with up to date versions of Windows and macOS.

 

I would also recommend bookmarking this discussion, in case the behavior returns.  I checked again and we still have not seen any request to validate the status of your Creative Cloud Photography plan membership.

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