Indesign and Creative Cloud failing to connect to the internet

Community Beginner ,
Feb 13, 2022 Feb 13, 2022

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Good day Adobe Support,

Hope that you are well.

Please be advised that one of our Indesign User's recently reset his Adobe password so that he would be able to upgrade the Indesign application suite which is currently installed on his computer. With that being said, please note that the Creative Cloud application has been unable to work effectively thereafter due to the following errror: We are unable to reach Adobe Server. Please chekc your internet connectivity and firewall settings, then click "Retry". 

 

In addition to the above: the message obtained when trying to open a file in a newer version of Indesign, is as follows: "No Internet Connection: Unable to convert "DDMMYYYYFMP1.indd."
Make suer that you're connectred to the internet, and click "Retry" to try again." 

 

Please note that we tried enabling TLS 1.2 on the Windows 7 computer which the issue persists on. However, this did not manage to resolve the issue.

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Activation billing and install

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Adobe Community Professional ,
Feb 14, 2022 Feb 14, 2022

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See if the instructions given at the following link helps

https://helpx.adobe.com/download-install/kb/unable-to-reach-adobe-servers.html

If not then get in touch with the support team. To contact support, login to your account and navigate to the URL below. Make sure that the browser has cookies enabled, and all script blockers are disabled.
https://helpx.adobe.com/contact.html?rghtup=autoOpen
Type AGENT to avoid bots and talk to a human.
Also, be mindful of answering anyone who sends you a private message. See the following for more information about scammers
https://tinyurl.com/y7cfrr7y
-Manan

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Community Beginner ,
Feb 16, 2022 Feb 16, 2022

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Good day Manan,

 

Thank you for yuor detailed response, it is much appreciated.

 

Please be advised that we are currently in the process of reviewing the possible solutions mentioned in the links provided and we will let you know how it all goes. However, we suspect that the issue may be caused by Windows Update as the Windows Update service was not working effectively on the Windows 7 machine, where the issue started from.

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Community Beginner ,
Feb 16, 2022 Feb 16, 2022

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Hi Manan,

 

Kindly be advised that the Creative Cloud and Indesign application which failed to connect to the internet, from the Windows 7 machine are not working effectively - after having processed the pending "Windows Update" on the Windows 7 machine.

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Adobe Community Professional ,
Feb 16, 2022 Feb 16, 2022

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Hi @Johann5CBE,

Since we are using an unspported OS so things could go wrong at many levels. I would encourage you to get in touch with the support team and see if they can fix your issue. To contact support, login to your account and navigate to the URL below. Make sure that the browser has cookies enabled, and all script blockers are disabled.
https://helpx.adobe.com/contact.html?rghtup=autoOpen
Type AGENT to avoid bots and talk to a human.
Also, be mindful of answering anyone who sends you a private message. See the following for more information about scammers
https://tinyurl.com/y7cfrr7y
-Manan

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Adobe Community Professional ,
Feb 14, 2022 Feb 14, 2022

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Windows 7? What version of InDesign?

We need a lot more detail here, but you are in serious unsupported territory.

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Community Beginner ,
Feb 16, 2022 Feb 16, 2022

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Hi BobLevine,

 

Yes, kindly note that the machine were the issue persists from is a Windows 7 machine and makes use of Service Pack 1 and the Indesign version installed on the machine thereof, is version: 14.0.1 (*64).

 

Also we are aware that the operating system is no longer supported by Microsoft.

 

 

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Adobe Community Professional ,
Feb 16, 2022 Feb 16, 2022

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It's time to move on. There's a limit to how long you can stretch out the lifespan of hardware or software. Someone else may come along with another suggestion, but the service you're trying to use effectively uploads the file to an Adobe server, converts to IDML and then downloads it again so InDesign can open it.

 

It has been a bit unreliable in the past so you may want to have whomever is providing files in later versions of InDesign to package them and include the IDML file in that.

 

This is no way to work though as text will reflow and you cannot possibly be successful in a collaborative workflow.

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