Photoshop and Illustrator disconnects from the cloud at all times

[defaultno2ucsmfi5hl]

Photoshop and Illustrator do not load documents from the cloud, the connection is cut every moment and I always have to restart it, HELPPPPP

[CShubert]

Hi,

Before anyone can help you, we need more information such as:

• What Mac OS are you running?
• What versions of Ps and Il are you on?
• Have you logged out and logged back in to your Adobe account and to make sure you are using the correct one?
• Are you having any other issues with other applications/internet connections?  
• Have you updated anything recently as in router/wifi settings/software?

Once we get more info like this and a screen shot or workflow of HOW you are getting to this issue, it will be possible to start to determine where the issue is comming from.

Thanks, hang in there.

[defaultno2ucsmfi5hl]

Oh ok,
Illustrator version 25.4.1
Photoshop version 22.5.0
Internet connection is optimal.
MacoS Big Sur 11.5.2 (20G95)
I have left and have re-entered with my session

[melissapiccone]

How about your Creative Cloud app - it might need to be updated. There is a new update and mine has been wacky for the past week or so. 

[defaultno2ucsmfi5hl]

hooo .. I think it has been updated but I'll see what happens again ... because mine is working very badly too

[CShubert]

Hi,

Please let us know what version of CCD you have.  Would you also go to the link and download and output your CC Log file and share with the team so we can dig into this issue further?  

https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

Thank you,

[defaultno2ucsmfi5hl]

thank you

[defaultno2ucsmfi5hl]

thank you

[J453]

Can you please run and submit logs using the log collector tool? https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html This will help engineering figure this out.

[defaultno2ucsmfi5hl]

Thank you

[nikunj.m]

Hi @defaultno2ucsmfi5hl ,

We're sorry about the trouble. Are you still experiencing the issue with Photoshop? If yes, would you mind checking if the Creative Cloud desktop app is up to date? You can go to the Help menu in the Creative Cloud desktop app & select the option to Check for updates.

Regards,

Nikunj

[defaultno2ucsmfi5hl]

It's updated 😞

[J453]

If you go to Creative Cloud > About Creative Cloud does it say 5.6.0.788?

If not, if you quit and restart the Creative Cloud desktop app does it update?

[PECourtejoie]

Hi, remember that you can check the status of creative cloud servers: https://status.adobe.com/