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J
Jiayi5C46
Participant
August 13, 2021
Question

Illustrator not launching on Windows 10 getting Connection error: "Sorry, something went wrong."

  • August 13, 2021
  • 2 replies
  • 2534 views

When I try to start any Adobe apps , I get a pop-up window with "Sorry, something went wrong" followed by "This is likely an issue at out end, but it could be that you are not connected to the Internet. Please check your Internet connection and try again later. If you are still having issues, please see our troubleshooting guide."

 

Nothing displays and the program goes away. Repeatable. Long previous use without this problem. Can't find anything helpful in the troubleshooting guide. Connection to the Internet is good. Subscription is active. No indication of any problems on the Adobe pages to manage subscription. I use Windows 10 with all lastest versions. How can I get more information on what is causing this problem?

 

{Renamed by MOD}

This topic has been closed for replies.

2 replies

Anshul_Saini
Community Manager
Anshul_SainiCommunity Manager
Community Manager
September 2, 2021

Hi there,

 

Sorry for the delayed response. I hope this issue is resolved by now. If not,  I would request you to share a few more details along with the ones asked by @Bill Silbert:

  • The exact version of Illustrator.
  • Do you frequently get this error?
  • Does changing the internet connection help resolve the issue?
  • Are you using any proxy or VPN?
  • Is this an Office laptop or Desktop? Are you connected to an office internet?

 

Also, make sure Adobe services and apps are excluded from System firewall settings. 

 

Kindly update the discussion if you still need assistance with it. We'd be happy to help.

 

Thanks,
Anshul Saini

C
Chaosss
Participant
October 20, 2021

I'm experiencing the exactly same problem. Everything was fine yesterday morning then the error appeared when I launched photoshop in the afternoon. Tried many different methods from community threads with no sucess. The only application I could use is bridge, I guess it's a "free" app so it doesn't require network authentication. I'm exhausted on researching possible solutions. Can someone from Adobe provide an official answer/solution please?

Monika Gause
Community Expert
Monika GauseCommunity Expert
Community Expert
October 20, 2021
quote

Can someone from Adobe provide an official answer/solution please?


By @Chaosss

 

Anshul is Adobe staff.

If you need more individual help, you can contact Customer Care. They can login to your system to figure this out: https://helpx.adobe.com/contact.html

Bill Silbert
Community Expert
Bill SilbertCommunity Expert
Community Expert
August 14, 2021

Are you sure that you are signed into Creative Cloud? Click on the blue piechart in the upper right of your Creative Cloud desktop app to make sure. Also make sure that the desktop app is actually launched.

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