Lightroom "Can't connect to Server"

[elliot_7151]

Hello,

Am getting the attached error 'Can't connect to the server' when launching Lightroom.

1. Version is 7.5

2. Windows 11 Pro

3. Happens everytime I launch it. Have tried all troubleshooting steps including completely removing and reinstalling, resetting host file, uninstalling Antivirus software, testing on alternative network.

Anyone else getting this? Can't find anything else online to try and getting extremely frustrated as tried starting conversation with online help but get nowhere.

[Shivani Somayajula]

Hey elliot_7151, Welcome to the Lightroom Community. 

1. Have you disabled the firewall settings?

2. Temporarily disable any antivirus software and see if the software responds. 

3. Router/Modem/ISP settings that might interfere with Lightroom's ability to connect?

Please review this setting after resetting preferences. 

Reset Procedure:

1. Close Lightroom.

2. Hold down [Alt/Opt]+[Shift] while restarting Lightroom.

3. Overwrite the Preferences when prompted by the dialog.

4. Close Lightroom.

5. Restart Lightroom.

Clean Lightroom Install Procedure: 

1. Close Lightroom

2. Restart the computer

3. Use the Adobe Creative Cloud App to uninstall Lightroom

4. Restart the computer

5. Install Lightroom via the Creative Cloud App without launching any other programs.

6. Restart the computer

7. Launch Lightroom

8. Wait 5 minutes

Let us know how it goes. 

Thanks, 

Shivani 

[elliot_7151]

Hi Shivani 

Thanks for your reply. I have tried all of the above including installing the creative cloud app on a newly built machine without any virus software and still get the error. I have tried this device on 3 different networks including hotspotting from my phone.
We are seeing this message across multiple devices.

Thanks

Elliot

[Shivani Somayajula]

Thanks for performing the steps and confirming. Could you tell us how many devices you are seeing this error on? Are all the devices connected to the same network? Could you please check and disable any firewall or antivirus and see if it helps?

Thanks, 

Shivani 

[elliot_7151]

Hi Shivani

We have this issue on 3 devices however I can probably replicate it on more if required.
As I already mentioned I have tried it on different networks and have disabled all firewalls + uninstalled the antivirus software.

Thanks

[Shivani Somayajula]

Thanks for your patience. I will update the team on this issue for review. 

Thanks, 

Shivani 

[elliot_7151]

Thank you. We are a business customer and have 40 licenses. I've tested this on another 5 machines and they are all affected. Is there a way to log this so it can be investigated?

[elliot_7151]

Hi Shivani, any update on this please?

[elliot_7151]

Hello, is it possible to get an update on this please? All devices are still getting the error.

[Rikk Flohr: Photography]

This may be unrelated, but it seems to fit the symptoms you describe.

Your organization has a "teams" or institutional license. The ability to use "Services" (the necessary item that allows you to connect to the cloud) is governed by your organization's policies and may be disabled or otherwise unavailable. I recommend contacting your Adobe License Administrator at your organization and verifying that the policies are correctly enabled. 

If that doesn't help, @Shivani Somayajula can collect additional information for troubleshooting. 

[elliot_7151]

Hi Rikk

Thanks for your reply. Its good to actually get a reply from someone at Adobe as Shivani seems to have gone missing.
I am the administrator. I have looked at all the settings and can't see anything that would be blocking it. I would really appreciate some further assistance as I don't believe this is an issue with our config or network. I can see someone else has also posted on this thread to say they are experiencing the same issue. What do we need to do to progress this with Adobe? I tried the online chat, waited 45 mins to get connected and then the agent promptly disconnected.

Thanks

[Rikk Flohr: Photography]

I recommend contacting support and asking for an agent versed in "Type 2" accounts. They will have more expertise in this type of issue than I do. 

[elliot_7151]

Hi Rikk

I have tried contacting support 3 times but either get disconnected or ignored. Is there any other way to contact them aside from the online chat?

Thanks.

[Rikk Flohr: Photography]

I would follow the recommendations on this page: https://helpx.adobe.com/contact/enterprise-support.html 

[Ariann77]

Hi elliot, did you solve the problem? i tried installing Lightroom yesterday and got the same problem, and i have a personal account, also tried all the ''solutions'' they have but none worked 😕 

[Ignite5E95]

Hi Ariann,

No we were never provided a solution. I raised a ticket with Adobe support who were incredibly unhelpful. 
After about 2 months the issue magically disappeared so suspect it was a version issue. 

sorry can't be any more help.

[elliot_7151]

I posted the above under a different account. thanks