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Unable to reach Adobe servers

Explorer ,
Oct 02, 2017

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The adobe installer (CreativeCloudSet-Up.exe) was stuck at 2%, "Trying to connect to the server..."

With some help from support I was able to install creative cloud using a file that didn't need to connect to adobe during installation.

However after signing in to adobe creative cloud, the program immediately says:

"Unable to reach Adobe servers.

please check your firewall settings, ensure that the time settings on your computer are correct, and try again."

So it seems like this is the same problem.

OS: windows 8.1 64bit

What I've tried so far:

run using an administrator account.

run with firewall and windows defender off.

removed all of the entries from the hosts file.

What is the problem?

Maarten4132652 I am sorry that you are facing difficulties contacting Adobe servers.  I would recommend you begin by reviewing the steps listed in Resolve connection errors with Adobe Creative Cloud and Creative Suite applications to resolve any connection errors.

Please update this discussion if you have any questions regarding any of the steps listed Maarten4132652.

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Activation, Creative Cloud

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Unable to reach Adobe servers

Explorer ,
Oct 02, 2017

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The adobe installer (CreativeCloudSet-Up.exe) was stuck at 2%, "Trying to connect to the server..."

With some help from support I was able to install creative cloud using a file that didn't need to connect to adobe during installation.

However after signing in to adobe creative cloud, the program immediately says:

"Unable to reach Adobe servers.

please check your firewall settings, ensure that the time settings on your computer are correct, and try again."

So it seems like this is the same problem.

OS: windows 8.1 64bit

What I've tried so far:

run using an administrator account.

run with firewall and windows defender off.

removed all of the entries from the hosts file.

What is the problem?

Maarten4132652 I am sorry that you are facing difficulties contacting Adobe servers.  I would recommend you begin by reviewing the steps listed in Resolve connection errors with Adobe Creative Cloud and Creative Suite applications to resolve any connection errors.

Please update this discussion if you have any questions regarding any of the steps listed Maarten4132652.

TOPICS
Activation, Creative Cloud

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Oct 02, 2017 3
Adobe Employee ,
Oct 02, 2017

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Hi Maarten,

As I understand that you are getting an error message" Unable to reach Adobe servers", please see the link below where a similar issue has been addressed: Unable to reach Adobe servers.

Hope this helps!

Feel free to update the threads for additional information.

Regards

Kanika

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Oct 02, 2017 1
Explorer ,
Oct 03, 2017

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The "correct" answer in the linked thread, is to fix a failing windows update.

On my computer all updates are installed succesfully so there is nothing to fix there.

When I try to log in using an incorrect password it fails (as expected).

This must mean there is at least some connection happening between the adobe servers and my computer to at least check the password.

Where is the communication between my computer and the adobe server going wrong?

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Oct 03, 2017 0
Adobe Employee ,
Oct 03, 2017

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Oct 03, 2017 1
Explorer ,
Oct 03, 2017

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Can you have someone investigate this issue?

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Oct 03, 2017 1
Adobe Employee ,
Oct 03, 2017

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Maarten4132652 I am sorry that you are facing difficulties contacting Adobe servers.  I would recommend you begin by reviewing the steps listed in Resolve connection errors with Adobe Creative Cloud and Creative Suite applications to resolve any connection errors.

Please update this discussion if you have any questions regarding any of the steps listed Maarten4132652.

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Oct 03, 2017 1
Explorer ,
Oct 04, 2017

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Hi Jeff,

I've followed the steps from the page you linked to.

These are the "results":

1. I can make a connection to the Adobe activation servers.

2. There are no Adobe-related entries in the hosts file.

3. I can access secure sites.

4. The GlobalSign Root CA certificate is installed and enabled.

The problem is still there.

Creative Cloud: "Unable to reach Adobe servers."

What is the next step in troubleshooting this issue?

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Oct 04, 2017 1
Adobe Employee ,
Oct 04, 2017

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Then the computer must not have access to the necessary servers Maarten4132652.  You can find a complete list of the necessary servers, and ports, that you need access to utilize a Creative Cloud membership at https://helpx.adobe.com/content/dam/help/attachments/Creative_Cloud_for_enterprise_Service_Endpoints...​.

If your network is managed by an I.T. department then please provide them with the details. If you manage the network yourself then you will want to review the settings for any software or hardware firewalls involved in the network.

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Oct 04, 2017 1
Explorer ,
Oct 04, 2017

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How can I find out which server the Creative Cloud program has no access to?

Is it possible to run Creative Cloud with more verbose output?

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Oct 04, 2017 0
Adobe Employee ,
Oct 04, 2017

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Maarten4132652 you could utilize the Traceroute or Ping command on the servers listed.  If a software firewall is involved though then it may still show as successful with either of those commands. 

Software firewalls can restrict access based off application, servers, and ports they are requesting to access.  If you are unfamiliar with the configuration of any installed firewall software then I would recommend contacting the manufacturer for assistance.

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Oct 04, 2017 1
Explorer ,
Oct 04, 2017

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I doubt the firewall is the problem since I've already tried running the Adobe Creative Cloud program with the firewall turned off.

Is it possible to make Creative Cloud tell which Adobe server it cannot reach?

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Oct 04, 2017 0
Adobe Employee ,
Oct 04, 2017

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Maarten4132652 you can review the DLM.log but that only affects download failures.  Please review the list of servers which were listed in post #9 Maarten4132652.  If you face any failures with even one of the address then it will can lead to the failure you are experiencing.

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Oct 04, 2017 1
Explorer ,
Oct 04, 2017

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I tried to ping a selection of the servers and only some of them respond some time out and others the host could not be found.

However I do not know what to do with this.

If I use an online tool it gives the same result. This indicates that the problem is not with me right?

The DLM.log does however show something :

10/04/17 21:38:11:313 | [INFO] |  |  |  |  |  |  | 5008 | *******************start of Download****************

10/04/17 21:38:11:313 | [INFO] |  |  |  |  |  |  | 5008 | GDE Version is 4.0.0.54

10/04/17 21:38:11:726 | [INFO] |  |  |  |  |  |  | 5056 | *******************start of Download****************

10/04/17 21:38:11:726 | [INFO] |  |  |  |  |  |  | 5056 | GDE Version is 4.0.0.52

10/04/17 21:38:12:361 | [INFO] |  |  |  |  |  |  | 5404 | Using New Adaptive Algorithm

10/04/17 21:38:12:364 | [INFO] |  |  |  |  |  |  | 5404 | The file to be downloaded is https://ffc-icons.oobesaas.adobe.com/core/v2/icons?clientID=apps_panel_desktop

10/04/17 21:38:12:364 | [INFO] |  |  |  |  |  |  | 5404 | Going to download the file at C:\Users\Maarten\AppData\Local\Temp\{131FA2CB-6CE5-45E1-898B-00ECAE77A86A}/{9ED92876-16F6-4105-A8AF-DF660CCD63A2}

10/04/17 21:38:12:364 | [INFO] |  |  |  |  |  |  | 5404 | Using New Adaptive Algorithm

10/04/17 21:38:12:364 | [INFO] |  |  |  |  |  |  | 5404 | Preference: Preference is set for adding compression header

10/04/17 21:38:12:364 | [INFO] |  |  |  |  |  |  | 5404 | Preference: Client has set the preference for single stream download

10/04/17 21:38:13:478 | [INFO] |  |  |  |  |  |  | 3680 | some intermittent error. Retrying now. Error code is 12029 and error type is -50

10/04/17 21:38:14:578 | [INFO] |  |  |  |  |  |  | 3680 | some intermittent error. Retrying now. Error code is 12029 and error type is -50

10/04/17 21:38:15:678 | [INFO] |  |  |  |  |  |  | 3680 | some intermittent error. Retrying now. Error code is 12029 and error type is -50

10/04/17 21:38:16:893 | [INFO] |  |  |  |  |  |  | 3680 | some intermittent error. Retrying now. Error code is 12029 and error type is -50

10/04/17 21:38:17:620 | [INFO] |  |  |  |  |  |  | 3680 | some intermittent error. Retrying now. Error code is 12029 and error type is -50

10/04/17 21:38:19:067 | [INFO] |  |  |  |  |  |  | 3680 | some intermittent error. Retrying now. Error code is 12029 and error type is -50

10/04/17 21:38:19:787 | [INFO] |  |  |  |  |  |  | 3680 | some intermittent error. Retrying now. Error code is 12029 and error type is -50

10/04/17 21:38:20:508 | [INFO] |  |  |  |  |  |  | 3680 | some intermittent error. Retrying now. Error code is 12029 and error type is -50

10/04/17 21:38:21:935 | [INFO] |  |  |  |  |  |  | 3680 | some intermittent error. Retrying now. Error code is 12029 and error type is -50

10/04/17 21:38:22:575 | [INFO] |  |  |  |  |  |  | 3680 | some intermittent error. Retrying now. Error code is 12029 and error type is -50

10/04/17 21:38:24:018 | [INFO] |  |  |  |  |  |  | 3680 | some intermittent error. Retrying now. Error code is 12029 and error type is -50

10/04/17 21:38:24:666 | [INFO] |  |  |  |  |  |  | 3680 | some intermittent error. Retrying now. Error code is 12029 and error type is -50

10/04/17 21:38:25:746 | [ERROR] |  |  |  |  |  |  | 3680 | Retry count overshoot for ERROR_HTTP_SERVER_UNREACHABLE - 13

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Oct 04, 2017 0
Adobe Employee ,
Oct 04, 2017

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Maarten4132652 for a next step I would recommend contacting your Internet service provider.  You can reference the same network endpoint document referenced in message #9.

If you are in a managed network environment then please contact the organization, or individual, managing the network.

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Oct 04, 2017 0
Explorer ,
Oct 04, 2017

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Yeah but there is no reason to think this is related to the ISP since I tried it at several different locations (different ISP's).

I'm not on a managed network.

I've found another strange thing in the log file called PDApp.log:

10/04/17 21:38:11:428 | [INFO] |  | ASU | LWANative | LWANative |  |  | 5008 | Build Version - 10.0.0.151

10/04/17 21:38:11:429 | [INFO] |  | ASU | LWANative | LWANative |  |  | 5008 | Logging Level verbosity Set  to 4

10/04/17 21:38:11:946 | [INFO] |  | ASU | LWANative | P7Native |  |  | 5008 | Start : pwa_openSession

10/04/17 21:38:11:946 | [INFO] |  | ASU | LWANative | P7Native |  |  | 5008 | pwa_openSession Session key : {8C599C09-8D0D-453D-8BB6-F0077B02A66D}

10/04/17 21:38:12:112 | [INFO] |  | ASU | OPM | OPM |  |  | 5008 | Build Version - 10.0.0.130

10/04/17 21:38:12:112 | [INFO] |  | ASU | OPM | OPM |  |  | 5008 | Logging Level verbosity Set  to 4

10/04/17 21:38:12:129 | [INFO] |  | ASU | OPM | OPM |  |  | 5008 | Schema version and schema compatibility version are same or greater than current

10/04/17 21:38:12:529 | [INFO] |  | ASU | OPM | OPM |  |  | 5008 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

10/04/17 21:38:12:529 | [INFO] |  | ASU | OPM | OPM |  |  | 5008 | No Record found for the input fields in opm_getValueForKey

10/04/17 21:38:12:540 | [INFO] |  | ASU | LWANative | P7Native |  |  | 5008 | End : pwa_openSession

10/04/17 21:38:12:542 | [INFO] |  | ASU | LWANative | P7Native |  |  | 5008 | Start : pwa_getDeviceID

10/04/17 21:38:12:542 | [INFO] |  | ASU | OPM | OPM |  |  | 5008 | Build Version - 10.0.0.151

10/04/17 21:38:12:542 | [INFO] |  | ASU | OPM | OPM |  |  | 5008 | Logging Level verbosity Set  to 4

10/04/17 21:38:12:549 | [INFO] |  | ASU | OPM | OPM |  |  | 5008 | Schema version and schema compatibility version are same or greater than current

10/04/17 21:38:12:902 | [INFO] |  | ASU | OPM | OPM |  |  | 5008 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

10/04/17 21:38:12:903 | [INFO] |  | ASU | OPM | OPM |  |  | 5008 | No Record found for the input fields in opm_getValueForKey

10/04/17 21:38:12:903 | [WARN] |  | ASU | OPM | OPMWrapper |  |  | 5008 | Failed in getting value for key in OPMGetValueForKey

10/04/17 21:38:12:903 | [INFO] |  | ASU | OPM | P7Native |  |  | 5008 | OOBELibSessionForDeviceID : DeviceId not present in local db generating it from scratch in pwa_getDeviceID

10/04/17 21:38:12:903 | [INFO] |  | ASU | OPM | P7Native |  |  | 5008 | Start : generateDeviceID

10/04/17 21:38:12:903 | [INFO] |  | ASU | OPM | P7Native |  |  | 5008 | OS INFOLIST ::

MajorVerison :6

MinorVersion :3

productType:1

platformId:2

10/04/17 21:38:12:904 | [INFO] |  | ASU | OPM | P7Native |  |  | 5008 | OS detected is :UNKNOWN while fetching group list for signed in user

10/04/17 21:38:12:908 | [INFO] |  | ASU | OPM | P7Native |  |  | 5008 | End : generateDeviceID

10/04/17 21:38:12:975 | [INFO] |  | ASU | OPM | P7Native |  |  | 5008 | End : pwa_getDeviceID

10/04/17 21:38:12:977 | [INFO] |  | ASU | OPM | P7Native |  |  | 5008 | Start : pwa_getMachineHashedID

10/04/17 21:38:13:014 | [INFO] |  | ASU | OPM | P7Native |  |  | 5008 | End : pwa_getMachineHashedID

10/04/17 21:38:13:015 | [INFO] |  | ASU | OPM | P7Native |  |  | 5008 | Start : pwa_closeSession

10/04/17 21:38:13:076 | [INFO] |  | ASU | OPM | P7Native |  |  | 5008 | pwa_closeSession Session key : {8C599C09-8D0D-453D-8BB6-F0077B02A66D}

10/04/17 21:38:13:076 | [INFO] |  | ASU | OPM | P7Native |  |  | 5008 | End : pwa_closeSession

10/04/17 21:38:13:092 | [INFO] |  | ASU | OPM | OPM |  |  | 5008 | Build Version - 10.0.0.99

10/04/17 21:38:13:092 | [INFO] |  | ASU | OPM | OPM |  |  | 5008 | Logging Level verbosity Set  to 4

10/04/17 21:38:13:100 | [INFO] |  | ASU | OPM | OPM |  |  | 5008 | Schema version and schema compatibility version are same or greater than current

10/04/17 21:38:13:475 | [INFO] |  | ASU | OPM | OPM |  |  | 5008 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

10/04/17 21:38:13:475 | [INFO] |  | ASU | OPM | OPM |  |  | 5008 | No Record found for the input fields in opm_getValueForKey

This happens at the same time as the other log. Do you think the opm_getValueForKey fail is related?

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Oct 04, 2017 0
Adobe Employee ,
Oct 04, 2017

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Maarten4132652 if you are receiving server time outs then you will need to contact the Internet Service Provider so that the error can be resolved. 

As previously discussed your inability to contact any of the servers listed in https://helpx.adobe.com/content/dam/help/attachments/Creative_Cloud_for_enterprise_Service_Endpoints... will affect your ability to utilize a Creative Cloud membership and download and install Adobe Creative Cloud applications. If you have already eliminated any local configuration errors; then your Internet Service Providers will be the only ones able to restore access to the inaccessible servers.

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Oct 04, 2017 0
Explorer ,
Oct 05, 2017

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And say what?

"Adobe does not work here are more than 54 domain names that might be the problem."

First fix the stuff on adobes part. Now I dont even know what the problem is.

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Oct 05, 2017 1
Adobe Employee ,
Oct 05, 2017

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Maarten4132652 you can find a current status for Creative Cloud services at Adobe System Status

The most helpful information you can provide to the ISP would be a traceroute for each of the addresses listed.  That will help indicate where the failure lies that is preventing connection to the necessary servers.

Alternately, you may want to look at utilizing an alternate Internet connection to download, instal, and activate the Adobe software.

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Oct 05, 2017 0
Explorer ,
Oct 05, 2017

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I already tried several alternate internet connections.

Also some of the domain names in the file you linked don't even have dns records. =/

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Oct 05, 2017 0
Adobe Employee ,
Oct 05, 2017

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That's not good Maarten4132652.  If you change to a different domain name server are you then able to resolve the addresses successfully?

If so, and you are using the ISPs recommend DNS setting, please do let them know you are facing these difficulties.  You are welcome to reference this public forum discussion.

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Oct 05, 2017 0
Explorer ,
Oct 06, 2017

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Changing DNS server does not make a difference.

An example of a domain that does not work is: ping cs.licenses.adobe.com

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Oct 06, 2017 0
Adobe Employee ,
Oct 06, 2017

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Ok I am sorry Maarten4132652 that you continue to face difficulties.  I am able to successfully resolve the address for cs.licenses.adobe.com.  I would recommend contacting your Internet Service Provider if there are no additional local changes to be made.

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Oct 06, 2017 0
Explorer ,
Oct 07, 2017

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I tried installing the program on another computer on the same network and that worked without any problems at all.

So the cause of the problem is somewhere in the combination of adobe creative cloud + my laptop.

How can I find the cause of the problem?

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Oct 07, 2017 0
Explorer ,
Oct 08, 2017

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I did some further investigation.

I enabled the firewall log to see which connections are allowed and which are blocked by the firewall.

I disabled windows defender real-time protection.

I disabled windows smart screen.

Then I tried to install the creative cloud apllication, this failed.

The windows firewall log showed 'Allow' for every connection.

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Oct 08, 2017 0
Explorer ,
Oct 09, 2017

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Can you get someone to look at it?

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Oct 09, 2017 0
Adobe Employee ,
Oct 09, 2017

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Maarten4132652 you are welcome to contact our support team directly at Contact Customer Care

If the download and install process is successful on one computer then I would review the settings of that computer and duplicate them on the computers facing difficulties.

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Oct 09, 2017 0
Adobe Employee ,
Oct 10, 2017

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Maarten4132652 per your response in Re: Unable to reach Adobe servers  can you please update this discussion with the case number from your interaction with our support team?  I will be happy to review the interaction.

Have you also reached out to your ISP so that they are aware of the difficulties you are facing connecting to the required servers Maarten4132652?

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Oct 10, 2017 0
Explorer ,
Oct 10, 2017

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As said before the network settings or ISP settings are not the problem. They allows the installation of the adobe program.

The problem is that the installer is failing on my laptop.

A major obstacle is that the problem is not specified any further by the adobe program.

I think the best chance of succes is to have someone take a look at it, who has a vast knowledge of the software.

Can you arrange this?

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Oct 10, 2017 0
New Here ,
Jan 25, 2019

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Anyone knows if this problem was finally solved?

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Jan 25, 2019 1
New Here ,
May 17, 2019

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Same problem. Not able to update or install any CC apps. Please help

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May 17, 2019 1
New Here ,
Feb 06, 2020

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I also have the same problem on mac! None of the standard troubleshooting steps work and I highly doubt it is an issue with my ISP. All proxy settings are disabled.

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Feb 06, 2020 0
New Here ,
Apr 08, 2020

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DID ANYONE SOLVE THIS PROBLEM?

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Apr 08, 2020 0
Adobe Employee ,
Apr 09, 2020

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Yes, Chrisyososweet, the error that was discussed in 2017 was corrected.  

 

Please try the suggestions that are listed in this public forum discussion.  If you are unsuccessful with the steps implemented in 2017, then please begin a new discussion with the error you are encountering and the troubleshooting steps you have implemented in 2020.

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Apr 09, 2020 0
New Here ,
Jun 29, 2020

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For anyone else running into this issue,

 

One of the workstations I support had this problem. It was ultimetly down to Norton which shoudln't have been on the machine anyway but that is a different story at anyrate once removed and a proper security system added the issue went away. So if your having the issue check on your secuirty settings see who your using, make sure its as desired, simply disabling security doesn't always do the trick, with Norton for example it took removing it to get CC to login.

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Jun 29, 2020 1
Community Beginner ,
Jul 14, 2020

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I had this problem on my MacBook Pro. I didn’t have Norton on my machine but what I did have was 'Antivirus Zap' which scans and removes malware from your machine. Once I deleted this application it seemed to work fine (touch wood).

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Jul 14, 2020 1
Community Beginner ,
Jul 16, 2020

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Spoke too soon!

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Jul 16, 2020 0
New Here ,
Jul 16, 2020

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Solved from Photoshop > Help > updates. It successufully launched Creative Cloud Desktop.

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Jul 16, 2020 0
New Here ,
Jul 10, 2020

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I had this same problem but stumbled upon a fix that might work for you as well.

Some time ago I had turned off some services and startup applications to help speed up my computer's load time. On a hunch I went back through and re-enabled all of the Adobe/CC related services and start up items and as soon as I restarted my computer after doing so everything worked again!

 

Hope this helps someone!

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Jul 10, 2020 1
maxt66 LATEST
New Here ,
Oct 05, 2020

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I also had this problem on my iMac just a couple of weeks ago. Adobe could not help and I spent more than 2 days trying to fix the problem. Eventually, I tried looking into the Keychain logins: I deleted all references to adobe from within the keychain program and hay presto, everything is working fine.

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Oct 05, 2020 1