Sorry, something went wrong

Forum|Forum|3 years ago
November 2, 2022
5 replies
5216 views

Since the middle of October (around 17th October) 2022 we seem to be having issues. First it was installation problems, now it seems to be mainly monthly Adobe check in.

Users are using Adobe Creative Cloud, and mainly Adobe Acrobat DC Pro.

We have Zscaler deployed, but I cannot see anything blocked anywhere.

I have played around with various SSL bypass rules, and I believe I might have got the installation issue resolved (although there still seem to be a couple of users affected). The main issue is now the re-activation (every 30 days, so it might have started at the same time as other issue).

The error we're getting now is:

Sorry, something went wrong.

This is likely an issue at our end, but it could be that you're not connected to the internet.

There seems to be some kind of mismatch between Adobe and Zscaler, as this error seems to go away once Zscaler is disabled (which is obviously not what we want).

Anybody has come accross ths issue and have any idea?
Or is Adobe support able to assist?

This topic has been closed for replies.

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Mike24519315rtzs

Participant

are you blocking old versions of browsers with zscaler? I have terrible issues with CC products getting through authentication because we disallow browsers more than a few revisions old. My company currently allows use of Chrome 104-108. the current version or chromium wrapped in the Creative Cloud desktop app is 99...

Abambo

Community Expert

Adobe support can be reached via https://adminconsole.adobe.com/support. Use the support options offered to you. As this is a problem that also involves a third company, chances are, that one side blames the other side. Contact the Zscaler support at the sane time and let them do the fighting.

ABAMBO | Hard- and Software Engineer | Photographer

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Natalie26942875vhm2

Participant

We do not use Zscaler. We are having the same issue but with our VPN which of course is similar. But not the same. We still need assistance to be sure our Admin side is set up properly.

kglad

Community Expert

open the support tab on your admin console > start chat or start case or request expert session.

https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

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Natalie26942875vhm2

Participant

We are haviang a very similar issue with Palo Alto Global Protect. User's can login to Adobe Creative Cloud and when off campus only when they are not connected tou our Palo Alto Global Protect VPN. This is not desireable as they eed to have access to the tools necessary to work in Adobe CC and access to our file system. When a user disconnects from the VPN they are then able to login to the Adobe CC and have access to all the tools offered through the Adobe Reader Pro. But when they reconnect we get a message indicating there is an issue connecting to the Adobe servers etc.