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Hands-on tutorial not working

Community Beginner ,
Nov 21, 2020 Nov 21, 2020

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I own a MAC with Mac Big Sur installed and today the Hands-on tutorial is not working. I got the following message when the Start Tutorial button is entered: "Couldn't open tutorial". It happenes with all the tutorials. I am online with internet access.

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correct answers 1 Correct answer

Community Beginner , Nov 21, 2020 Nov 21, 2020
Jane, It seems the problem occured due to the VPN that was connected. When the VPN was disable the online tutorial worked perfect. Thank you for the reply.

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Adobe Community Professional ,
Nov 21, 2020 Nov 21, 2020

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Are you signed in to your account with the Creative Cloud desktop app? Is the Creative Cloud app and Photoshop up to date?

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Community Beginner ,
Nov 21, 2020 Nov 21, 2020

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Yes I did. I signed to my account in the Creative Cloud desktop app and the Creative Cloud app and Photoshop both are indeed up to date.

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Adobe Community Professional ,
Nov 21, 2020 Nov 21, 2020

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Can you send us a link to the tutorial? Is it from Adobe or someone else?

~ Jane

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Adobe Community Professional ,
Nov 21, 2020 Nov 21, 2020

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Hands on tutorials are new to Photoshop. They are found in the Help menu. When you choose a hands on tutorial it is supposed to download an image from the cloud, then step you through the process.

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Community Beginner ,
Nov 21, 2020 Nov 21, 2020

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Theresa, thank you for the reply. I tried in the Help Menu - Hands on Tutorials... and after entered one of the tutorial got the message "couldn't open tutorial". I tried others tutorials and got the same message.

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Community Beginner ,
Nov 21, 2020 Nov 21, 2020

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It seems the problem occured due to the VPN that was connected. When the VPN was disable the online tutorial worked perfect. Thank you for the reply.

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Community Beginner ,
Nov 21, 2020 Nov 21, 2020

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The online tutorial is actually inside the Adobe Photoshop app in the MAC desktop.

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Community Beginner ,
Nov 21, 2020 Nov 21, 2020

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Jane, It seems the problem occured due to the VPN that was connected. When the VPN was disable the online tutorial worked perfect. Thank you for the reply.

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Adobe Community Professional ,
Nov 21, 2020 Nov 21, 2020

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That makes sense.VPN can cause that kind of network issue. Thanks for letting us know.

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Adobe Community Professional ,
Nov 21, 2020 Nov 21, 2020

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Thank you for coming back to report the solution, @eduardop1959 . This will be helpful to others who search the forums! 😊

~ Jane

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New Here ,
Nov 16, 2021 Nov 16, 2021

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I have been experiencing a similar issue. I have a lab (Windows based for purposes of this conversation) and all of my students have access to the Creative Cloud and all of the apps. I have been using the initial Hands-On Tutorials (Help > Hands-On Tutorials...) and things were great for a week or so. As of November 15, 2021, I had several students who were no longer able to access these tutorials. Whenever they would access Help > Hands-On Tutorials... the Adobe window would open, but there would not be any of those tutorials. There were other tutorials that were available, but none in that window and none were the Hands-On variety.

 

Together with a friend and tech here at the school, we believe that we have this issue resolved. Perhaps this is not the cleanest solution, but it does work!

 

We discovered that there were 4 files (likely just one of the four,) that was being either corrupted or not properly updated. We tried many different solutions. Using the same machine:

- we tried multiple users. The issue was localized to a particular user

- we tried uninstalling and reinstalling Photoshop. That did not resolve the issue

- we tried (obviously) rebooting, logging off/on, etc. No change.

- we also tried the Ctrl-Shift-Alt start to reset Photoshop settings. No change.

 

When we tried to run Photoshop as an Admin, we noticed that there was a Microsoft Edge error that came up and this pointed us to a directory where it could not write due to a permissions issue.

 

Upon further exploration, we drilled down into the suspect directory and then watched as Photoshop started. As soon as we selected Hands-On tutorials, we noticed that four new files were created. These are created only once. We ran the tutorials again and the time stamp never changed on these files. Now, as to why this is happening and whether or not this is a clean solution, I can't say, but it is working.

 

Solution:

We wrote 2 different scripts --  1 that would delete the entire directory instruction and another that would delete only the four suspect files.

Here is the directory path:

c:\users\%username%\AppData\Roaming\Adobe\UXP\PluginsStorage\PHSP\23

The four files each stated with the word "Functional" 

 

I cannot with certainty say what is happening here and I post this as a temporary solution for those who may also be experiencing the same. As Adobe rebuilds this structure each time the program starts, I have not seen any downside...yet!

 

The batch script that we wrote looks like the following:

rd /s C:\Users\%username%\AppData\Roaming\Adobe\UXP\PluginsStorage\PHSP\23

 

This can be run from the command line or as a batch script (.bat)

 

rd - remove directory

/s - silent mode so no questions are asked

%username% - allows us to use the same script across multiple computers for those student profiles having the issue

 

I would love to hear feedback and should an Adobe tech wish to jump in...you have my full attention!

 

 

 

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New Here ,
Nov 17, 2021 Nov 17, 2021

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Updated information:

 

The previous solution seemed to work for some students. If you discover that the Hands-On tutorials are simply not returning, the next solution was perhaps a bit stronger, but again, I'm in a lab, with students, and I cannot afford the time, nor seem to be able to find a person at Adobe to assist. So...the caveat is that while I am doing this fix and it is working for me, I always recommend that you test first. That having been said...here we go.

 

- Exit Photoshop (this should be a given)

- Navigate to the following directory/path: c:\Users\%username%\AppData\roaming\Adobe

- Delete the UXP folder and all that is inside

- Through Adobe Creative Cloud desktop app, Uninstall Photoshop and do not select "Keep" to retain any settings. (it is recommended to restart, but I have had success without having done so)

- Through Adobe Creative Cloud desktop app, locate Photoshop and reinstall.

The reinstall recreates this UXP directory and all files underneath as well

 

Launch Photoshop and this seems to work 100% of the time.

 

I am absolutely certain that there has to be a file or two that are causing the issue, and not the entire directory structure, but thus far, we have not been able to dig deeper to see what is happening.

 

We performed this technique on approximately 12 student profiles today and they are all working just fine. This is more drastic than I would like, but an uninstall/reinstall without deleting that directory did not work.

 

Comments...? We would like to know if this is helping others too. Adobe, if you're out there, I would love a simpler solution that would not require unistall/reinstall!

 

 

From here, 

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