AI Photoshop doesn't work

[JUUK]

Hello, I have a problem with Adobe on one of my computers. I can't generate AI in Photoshop at all, and I get an error saying, "Check your internet connection," even though my connection is fine.

Another issue is that when I go to the browser and try to access "Manage Account," instead of showing my plan, I get a message saying, "Unable to load plans." However, everything works perfectly on another computer.

Please help.

[Sameer K · Accepted solution]

Hey, @JUUK. Welcome to the Photoshop Community. I'll help you figure this out. 

Do you have an antivirus, firewall, or browser plugin that can control/influence how your machine connects with the internet? If yes, temporarily disable/uninstall any such program from this machine. Also, is this a personal machine, or does an IT team manage the device? If yes, ensure all the Adobe Network endpoints are safelisted: https://adobe.ly/4dOSb9g

Check if Photoshop Web (https://adobe.ly/4hUptqy), or Firefly on Web (https://adobe.ly/3ERZu4k) works for you.

Let me know how it goes. Thanks!

Sameer K

(Type '@' and type my name to mention me when you reply) 

[Raphaël30215811lu1a]

Bonjour @Sameer K j'ai le même problème et en ayant essayé l'exclusion et désactivé la protection, l'IA ne fonctionne toujours pas, j'ai essayé de désinstaller et réinstaller le logiciel, cela ne fonctionne toujours pas malheuresement.

[JUUK]

It helped me:
Check if your firewall / antivirus is blocking Adobe
Temporarily disable the Windows firewall:
Open Control Panel → Windows Firewall Defender.
Click Enable or disable Windows Firewall.
Turn off the firewall for private and public networks.
Try opening Adobe Photoshop and Creative Cloud.
Check the exceptions in the firewall:
In Windows Defender Firewall → Allow applications to access, check whether Adobe Photoshop, Creative Cloud and other Adobe services can access the Internet.
Check your antivirus (e.g. Avast, Kaspersky, Bitdefender):
Temporarily disable it and see if the problem disappears.
If so, add an exception for Photoshop.exe and Creative Cloud.exe.

Translated with DeepL.com (free version)

[Raphaël30215811lu1a]

Bonjour, en effet l'inteligence artificielle fonctionne à nouveau lorsque le Windows Firewall Defender est désactivé. J'ai créé des exclusions pour les fichiers .exe comme vous me l'avez indiqué, en revanche cela ne fonctionne pas, j'ai également essayé en incluant tout le dossier Creative Cloud et Photoshop 2025 en vain. Merci d'avance pour votre aide ! Bonne journée !

[Raphaël30215811lu1a]

Bonjour, avez-vous des nouvelles pour le problème que je vous ai cité précedemment (au sujet des exclusions notamment) ? Je vous remercie d'avance, bonne journéee.