Re: Internet connection required

Community Beginner ,
Aug 30, 2022 Aug 30, 2022

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Lost internet access at school today for about 4 hours due to a problem at the ISP. Went to lunch and came back, fired up photoshop to continue some work, and got a verification error. Thing is, this computer is always logged into CC every day for Photoshop, Illustrator, inDesign, etc. No one else uses my credentials either. Whatever the scheme is to determin I can use my subscription has failed 3 times in the past year. I see the some folks explaining things away as "not possible" or "it doesn't work that way" in a few threads here, but it just happened to me today. I'm not making threats to go to GIMP or whatever, I'm not bashing Adobe, I'm just asking that you guys take this more serious as it can really get in the way. At least give us an activation key that can be used until the next time we have internet access, or some kind of patch to let us work and save the work watermarked... I don't know, but  telling people that "they're doing it wrong" in these threads is serously tiresome for software that's not cheap to begin with.  Here's a screen shot from 30 minutes ago before our internet was restored... note that you can't trigger this by merely turning your internet off, it requires unspecific timing and through a simple screen share I could prove that I used this very version of PS to create files yesterday on this same computer and used the same internet connection, IP and everything else to send a PNG file I created to other people thorugh email. So I literraly had this version, this machine, no updates, on the internet less than 24 hours ago with no shared login.

photoshop-no-internet.JPG

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Adobe Employee ,
Aug 30, 2022 Aug 30, 2022

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Hi @randomisabel sorry to hear this.

 

Curious if you have tried to log out of Creative Cloud and the back in, does this solve this issue?

 

Thank you,

-- Cory

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Community Beginner ,
Aug 30, 2022 Aug 30, 2022

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When the internet connection is down, there is no opportunity to do anything with regards to logging back in. That's the nature of the beast. But if your suugestion is that I log out of CC now while there's a connection, then log back in, that this will prevent future trouble, I have to say it's not consistent with the action of having to log back into CC to begin with when the connection returns (you see once that message I sent the screen shot of happens, you are indeed logged out of everything CC, not just Photoshop) and you will not get back in to any of your work until you can find an operating internet signal, as 1st world of a problem as that is.
It's not likely to happen again at this point for possible a few weeks, but when it does, it will be equally frsutrating to have no access to paid-for software until I can return to internet access.
I do understand that Adobe is attempting to do this to thwart piracy, but it's really ok to at least pop up a warning that says, "hey we can't verify your subscription, so get your work done and make sure you have a good internet connection next time you start up your program" - then I can use what I paid for to get something done with fair warning, and you can protect your IP since it will be my last use without internet access.  What happens now is I'm just locked out with no recourse, and it's simply an unfair practice. My sincere thanks for you help and attention.

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Community Expert ,
Aug 30, 2022 Aug 30, 2022

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Hi

That message is not the normal offline check message. It relates to this issue :

https://helpx.adobe.com/uk/download-install/kb/cannot-verify-subscription-offline-mode.html

 

The message that would normally be seen and can be cancelled is this one:

https://helpx.adobe.com/uk/creative-cloud/kb/internet-connection-creative-cloud-apps.html

 

Dave

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Community Beginner ,
Aug 30, 2022 Aug 30, 2022

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Your links would make it that much more of a bug that I received that message then since the time on my computer did not change. We lost our internet connection, I went to lunch, I came back and clicked on Photoshop on my taskbar to start it back up, and the message appeared. My laptop is only a year old and didn't lose time at any kind of drastic rate (if at all). So I again submit that this is something that's more than a nuiscance and causes legitimate issue - one that appears to be a conundrum for those in the know about the error messages as well as 20 year old college students working on their design degree instead of a software dev degree or IT degree and whom might not have the skills needed to troubleshoot Adobe's troubles. Doesn't mean they aren't troubles though.

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Community Beginner ,
Aug 30, 2022 Aug 30, 2022

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... it's also a bit ironic that the limited instructions provided by the pop-up include "try again" or go away. Not much about fixing the time on the computer, or "have 1 last chance at completing your work, but then you can't get back in until you find some working internet..." ----honestly, I digress on the whole thing. I'm reporting that something is off about how this works, but I'm not chasing bugs for a million dollar company when they have paid QA somewhere that can handle it better than I can. Thanks, you all have a wonderful day!

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