Creative Cloud loading issues & going offline / online

[Steve5EDE]

I have a user working from home who already had Creative Cloud installed on their work laptop with no problems. We recently had to replace their laptop with a new laptop (including preinstalling Creative Cloud and Premier with their account). Now that they have it home they are running into problems like all apps don't populate within Creative Cloud.

I have remoted into their computer, logged in as local administrator, and noticed two things:

#1. It takes about 5 minutes for all apps to properly show up (with messages saying restart CC or your PC)

#2. Once the apps load and when trying to install Photoshop - creative cloud continuously goes online and offline never going above 0% installation. Even when you don't install anything the attempted "sync" that happens through creative cloud continuously fails with Error Code 118

Troubleshooting that has been completed thus far:

Steps completed:

Used Adobe cleaner and uninstalled / re-installed Creative cloud

Followed Adobe help pages and completed:

1) Test your connection to Adobe activation servers.
2) Reset your hosts file.
3) Make sure that you can access secure sites.
4) Check the GlobalSign Root CA certificate.

Any help would be appreciated. Windows 10 x64

[Nikhil R Gupta · Accepted solution]

Hello Steve,

Sorry for the inconvenience. The error message I mainly due to no internet connection or if there are any restrictions. Could you try the below steps:

1. Uninstall Creative cloud. (https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.ug.html)
2. Check the host file(C:\WINDOWS\System32\drivers\etc.). There should not be any loopback IP address. (127.0.0.1)

Add # in front of all the entries.

https://helpx.adobe.com/in/x-productkb/policy-pricing/activation-network-issues.html#reset-hosts-fil...

3. Download the package for Creative cloud.

https://shared-assets.adobe.com/link/1adaf72e-d87d-4350-4497-e086c937c1cc

4. Install it and check.
5. You can also suggest the end-user to connect the machine with a mobile hotspot for testing if that works.

Thanks,

Nikhil Gupta