Generative Remove Failed - Or general Adobe server error

[Apolo24071043d3a2]

I am having issues using the Generative AI features of both Lightroom Classic and Photoshop.

When I try to remove anything from my image using the Remove tool with Generative AI box checked in the Lightroom Classic, it never works. This problem started to happen a few weeks ago. The error dialog does not show anything about internet (as many people had before and posted in this community). The error is the one attached.
The same problem happens when I try to remove or generate anything in Photoshop. I also attached the snapshot of the photoshop problem.

Something might be wrong with the server of Adobe, because another symptoms are appearing to me, for example, the Catalog stopped to sync. It shows the loading circle but it never finishes. Another example, I am unable to load my plans or public profile using Chrome. It shows "Unable to load data" for almost any tab of my Adobe Account.

For more info on the system, I am using a Mac M1 with macOs Sonoma 14.7, the Lightroom Classic is 13.5.1 Release, and the Photoshop is 26.0.0 Release.

[moved from bugs to discussions according to the community rules - Mod.]

[johnrellis · Accepted solution]

"Generative Remove Failed. We've encountered an issue and can't complete your request at this time. Please try again later."

This uninformative error message is another network-level error reported by LR:

"$$$/Clio/StatusCode/HTTP/Forbidden=We've encountered an issue and can't complete your request at this time. Please try again later."

While it's possible it could be a server-side problem, some others who have reported the error have found out it's a networking issue with their computer or local network connection. Sometimes firewalls and anti-malware / anti-virus utilities incorrectly block some network requests from LR. Try these troubleshooting steps:

- Temporarily disable all the firewall / anti-malware on your computer. If that solves the problem, then add a specific exclusion for LR to the firewall's rules.

- Connect to another network, preferably one serviced by a different ISP. E.g. a Wifi connection of a neighbor, a coffee shop, work, or your phone's hotspot. Sometimes the routers in these networks block LR's requests, especially in authoritarian countries like China.

[Apolo24071043d3a2]

I found the problem. I am using the LR on a machine that has Zscaler Private Access, which is an alternative to VPNs. Apparently Adobe uses HTTP/3 protocol for network requests, which uses QUIC protocol. These are not well supported by Zscaler, which explains why even the website wasn't working on Chrome. So when I turned off the internet protection, LR worked fine. I didn't want to switch off this protection. I will have to find another way, or expect Adobe fallsback to HTTP2 (doubtedly).

[stephanie de leng]

Im having the same issue. All my files are local as I do not use creative cloud. First time I used this and read a tutorial and followed it. Ree denoise on my raw file, it spun forever and as there wasnt really any noise I quit after 15 minutes. Do not use firwall, virus malware or VPN.  So pass. I getthis very unhlpful message everytime:

"Generative Remove Failed. We've encountered an issue and can't complete your request at this time. Please try again later."

I am on a macbook air m2 2020 running sonoma running os 14.7.1 and my lightroom is lightroom clasic 14.0.1 and says it is up to date

[ITShooter]

Has anyone found a resolution to this?  I have enough credits.  It was working fine, then suddenly it stopped in the same editing session, and I got this error.  I have restarted my machine, I have no internet issues, no VPNs enabled.

Looking forward to some replies

Thanks

[johnrellis]

What is the *exact* word-for-word error message?  Or better, post a full-resolution screenshot (not a phone pic).  There are several Remove error messages similar in wording but with different causes (and all unhelpful).  

[ITShooter]

[johnrellis]

@ITShooter: "Generative Remove Failed. We encountered an issue with your results. Please view our guidelines and try again."

That's a different error from the original post in this thread. It's indicating that Generative Remove thinks your image doesn't meet Adobe's "guidelines" (restrictions) about pornography, etc. It's often wrong about that. See here for more details:

https://community.adobe.com/t5/lightroom-classic-discussions/p-generative-remove-feedback-lr-classic... 

[ITShooter]

Aah that makes sense,  image was a girl in a skin tone bikini.  Weird thing is worked on her other images