Connexion error to all product - check your internet connexion

[Franck38544447lmq4]

Hello,

Since yesterday and randomly, some users can no longer log in to Adobe products via Creative Cloud or directly through the application. It gets stuck at the license check during the opening. I have tried everything in the articles related to connection issues, but nothing seems to work. Have you encountered this issue before?

[Bani Verma]

Hi there, 

As you have mentioned that your users are having trouble using the Adobe apps due to licensing errors, I just wanted to confirm if you have tried all the steps shared in the following help document: https://adobe.ly/3zDcjwO

If yes, and it is still unresolved, please share a screenshot of the error message or window with us. 

^BS

[Franck38544447lmq4]

Yes i tried all this already.

[Franck38544447lmq4]

Code 109 ?

[Kevin Stohlmeyer]

Error code 109 indicates a bad install. Were the apps recently updated/deployed?

[Franck38544447lmq4]

We try the 2 cases,.
We've got hundred people on old install, same error.
And i tried fresh install... Same error.
We try on public PC same error, Entreprise PC same error.
Win 10/11 same error. In home internet connexion Same error.

Office connexion > Same error.

Tried 2 tenant on Adobe admin console > Same error.

I'm a little confuse for now.

[Kevin Stohlmeyer]

@Franck38544447lmq4 if you are able to replicate outside of your company firewall then it has to be the deployment. I found this post from 2020 regarding error 109: https://community.adobe.com/t5/download-install-discussions/unable-to-install-photoshop-and-or-premi...

[Franck38544447lmq4 · Accepted solution]

Hello,

It seems that an old package was generated on the Adobe Admin console a few years ago. The package didn't update the Adobe DC client on desktop. We generated a new one and deployed it on several desktops. It solved the problem, and the other products online or via Adobe Creative are okay now.

Thank you for the help !

Regards

[Bani Verma]

Thank you for sharing an update. I'm glad to hear that the issue is now resolved.

^BS