Cannot licence Adobe Stock images via Photoshop

Question

I cannot licence Adobe Stock images through Photohop. No matter, if I right-click layer on layers panel and try to licence from there, or try it through the Libraries tab, the pop-up window opens, but is not connecting (screenshot attached). The circle keeps scrolling forever, but nothing happens. I have logged in and out numerous times (and yes, updated to the latest version, restarted program, laptop, whatever), sometimes  logging in and out has helped, sometimes not. Sometimes it also happens in Illustrator, but not necessarily simultaneously. After I have licenced image on website (via browser), it does update in Photoshop, so that part works. I am stuck with this for months now and it is driving me crazy, since I licence a lot of images and to always go search them in browser is horrible and slows down workflow. Please help me!

Kulli5E73 · Accepted Answer

That is odd. I have the exact same setup and am not seeing any issues. Please send over those log files once you can get them and I can see whats happening.

Thanks

J

Guys, I'm not kidding, it just magically started working again after installing log collector. I know it makes me look stupid now, but that is exactly what happened. I think it got scared 😄

Anyway, if it doesn't work again, I will now have the possibility to send the log. However, I'm not exactly sure how to use it. I installed it and it created 2 logs, but does it now continue to work and keep logging? It shows only yesterday's date.

I didn't find enough instructions on how to properly use it. I chose desktop as the save location and it still created it somewhere else (under the name of admin). So the computer admin copied the folder to desktop so I could access it, but I think it doesn't log anything there. I'm assuming you have to create the log manually every time?

JayI14 · Answer

I'm sorry you're having troubles licensing the images in Photoshop. I've tried it on my end and it seems to be working here. I know you said you've updated to the latest version but can I get that version number from you? Also, have you made sure that the Creative Cloud desktop is also updated? You can look in the Preferences of the CCD and see that "Always keep Creative Cloud up to date" is turned on. And if I could get that version as well. Plus can I get what version of Windows (I'm assuming it's Windows from the screen shot) you are running?

It would also help, if you continue to have the issue, if you can collect the logs from Photoshop with the log collector tool when it happens.

You can find this at https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

Another thing, when you have the issue, do you see if the cloud icon in the Libraries panel or in the creative Cloud Desktop changes to one with an x on it. That might indicate that you're having network connectivity issues which would stop the panel from loading.

Thanks

J

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