Creative Cloud Libraries : Unable to connect to server

[Ivan FIlipov]

Hello

I tried everything described here:
https://helpx.adobe.com/creative-cloud/kb/libraries-panel-not-working.html
and here:

https://community.adobe.com/t5/get-started/cc-libraries-sync-error/m-p/10901142?page=1#M452989

but no luck. The Libraries are working locally but not syncing to cloud - not good when 12 people are using the same libraries and store files there.

Any help with this will be appreciated!!!

[supkat]

Hi,

We would like to investigate this problem and if you could share logs from your machine, this would be very helpful. Here is a link to Adobe Log Collector Tool:
https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html
You'll get a zip file generated, could you please send the name of it?
It will be something like "AdobeLogs_20191011_081024_xxx-win.zip"
This might help us to understand the root cause of the problem.

Thank you,
Supriya Katiyar
CCLibraries Team

[Ivan FIlipov]

Thanks. I will attach it to this reply. Meanwhile, this morning everything started syncing... at least on my Mac, the rest of the team is still "Unable to connect to server". I guess I must gather their logs too....

AdobeLogs_20200304_092757_755-mac.zxp

Let me know please

[Ivan FIlipov]

Here are some of the colleagues logs:
AdobeLogs_20200304_095934_379-mac.zxp
AdobeLogs_20200304_100336_593-mac.zxp
AdobeLogs_20200304_100413_408-mac.zxp
AdobeLogs_20200304_100705_118-mac.zxp

[Ivan FIlipov]

three more:

AdobeLogs_20200304_100749_571-mac.zxp
AdobeLogs_20200304_101650_914-mac.zxp
AdobeLogs_20200304_101559_386-mac.zxp

[stevehall]

Even more maddening, when I try to access the cloud library it tells me to sign in even tho' I am signed in. I can see my Creative Cloud library in https://assets.adobe.com/libraries, yet I'm not signed in to the desktop app. What gives?

[supkat]

Hi,

I would recommend you reinstall your Libraries. Could you please try next:
1. Delete all folders that start with “CC_LIBRARIES_PANEL_EXTENSION_xx_xx_xx” in this location:
WIN: C:\Program Files (x86)\Common Files\Adobe\CEP\extensions
MAC: Macintosh HD⁩ ▸ ⁨Library⁩ ▸ ⁨Application Support⁩ ▸ ⁨Adobe⁩ ▸ ⁨CEP⁩ -> extensions
2. Follow the steps of Solution 2 in this article:
https://helpx.adobe.com/creative-cloud/kb/libraries-panel-not-working.html
Before trying the steps in the article - please, make sure you killed the CCLibraries process in Task Manager / Activity Monitor, as well as you have quit all Adobe related products. This is mentioned in steps 1 and 2 of the article linked in step 2 but wanted to point out because it is important.

If it does not help you. Could you please collect logs as I described in Ivan_FIlipov reply.

Thank you,
Supriya Katiyar
CCLibraries Team

[Ivan FIlipov]

Unfortunately, reinstalling and everything else has been a temporary cure. As of today morning the situation is back to square one.

[Ivan FIlipov]

This is really annoying. Libraries are practically useless if they cannot be synced. Where do I file an support ticket or Adobe has no official support? It's not like we are PIRATING your software, so I think we're entitled on some decent support?!?!?

[supkat · Accepted solution]

Hi Evan,

I’m sorry to hear that you’re still unable to sync your Libraries. I sent you a private message.

Can you please confirm do you use any proxy settings for your organization?

Thanks,

Supriya

[Ivan FIlipov]

Thanks for your effort. It paid out when you asked about the proxies, as it turned out this was the reason. Our IT inspected the log files and whitelisted all the needed connections to Adobe.io domain. It's now solved!!! Hooray!

Thanks!!!

[mauricio-prudential]

Hi @Ivan FIlipov would you kindly explain how your IT department was able to whitelist the required domains and which domains were those? Thanks

[supkat]

It might be helpful  - https://helpx.adobe.com/enterprise/kb/network-endpoints.html 

Thanks,

Supriya

Adobe CC Libraries Team 

[farheen5E6E]

facing the same issue, could you help here