Could not load libraries error

[karladaruma]

I get this error when trying to access my adobe stock libraries

and this error when trying to load a specfiic library

This has been happening for a week now.

So far, I have tried a different browser (firerox, chrome, edge), cleared my cache and cookies, restarted my computer, logged out and back in, and temporarily disabled my firewall. It seems to only be an issue on my computer as it works on my Husband's computer. Has anyone else had this issue and know how to fix it? Thanks!

[Abambo]

This is a creative cloud problem and not a stock problem, as items are stored “locally” from stock to your library on the cloud.

Please confirm that you can access your cloud files via https://assets.adobe.com and then your libraries via https://assets.adobe.com/libraries

[karladaruma]

Both of these links are giving me an error message and not loading.

[Abambo]

Are you behind a corporate firewall?

Are you signed in into the correct account?

[karladaruma]

No, I don't have a corporate firewall and yes I am signed into the correct account.

[Abambo]

Can you try my links on a different device? Like a tablet or so?

[karladaruma]

They work on other devices. The problem is they don't work on my computer. I need to access all these libraries on my desktop not other devices.

[Abambo]

We are getting nearer to the trouble.

Let me recapitulate:

• You have access from other devices, the problem is not related to your account.
• You do not have access from your desktop computer. That means that the issue is related to your computer.

I have 2 possible routes:

• You have a rights issue at the place where Adobe writes the library content and the cloud content. As you also have troubles with the web access, we can rule that possibility out for the moment.
• You do not have access to the internet addresses that Adobe uses to manage these assets. This was also the reason, why I asked for a corporate firewall because these, often enough, limit the internet access for users. But you can do the same also on a private computer. So check this, and report back. You should especially look at solution 2.
  How to resolve connection errors

[karladaruma]

Wen through the steps for step 2 and the steps thereafter. None of them fixed the issue.

[Abambo]

As you use a PC we could try this:

Open a Command Prompt window.

In the command prompt window, enter:

ping assets.adobe.com

You will need to get a response similar to this one:

You can post a screenshot of the response.

[karladaruma]

This is the response I got

[WendellaBee]

@karladaruma Are libraries still giving you this error? There was an issue where AT&T customers trying to download Adobe Stock assets were experiencing timeouts and it may have also affected libraries. The issue has been resolved.

[karladaruma]

@WendellaBee Thank you for the suggestion. I don't have AT&T. I am still having the issue.

[WendellaBee]

@Bibilelo  can you assist here please?

[Bibilelo]

Hi @karladaruma ,

Is the email you use for the forum the same you use to connect to Adobe Stock?

If yes, could you please confirm that at login you see a choice between your Personal and Team profile?

If that's the case, are you choosing the good profile here? 
The profile you choose when login is the profile where your libraries are stored.

Bibilelo

[karladaruma]

Hi @Bibilelo,

Yes this is the same email I use for Adobe Stock and this is my personal email, since I didn't see a choice when logging in. I have been logging into the site and viewing libraries perfectly fine until a couple weeks ago. It seems to be an issue with my personal device. 

[WendellaBee]

@karladaruma I can see that you are a member of a team. Are you signing under your team/company or under your personal entitlement? If you don't see a choice when you sign in you may need clear your browser history before signing in again.

If you still don't see the Personal and Company options when signing in you may need to change a setting in Account Management:

1. Sign into https://account.adobe.com
2. Click on Account and Security in the menu at the top of the page.
3. Click on Sign in and Security and scroll to the "Automatic profile selection" if this option is available it will be directly under "Social sign-in". If this option is on switch it to Off.

[karladaruma]

Sorry I didn't realize that's what you meant since it automatically is my team since that's where all the libraries are accessed through. I still can't access the libraries and I'm fairly certain it's a device problem not an adobe problem (as I've stated previously). 

[WendellaBee]

Fair enough. If you discover the cause please post to this thread as it may help another community member.

[jhsuca]

I've been having this problem for month now. Adobe Support fixed it once but it came back. Now all my libraries are messed up with files being placed in libraries they don't belong. It's embarassing that a company like Adobe can't figure this out.

[Abambo]

@karladaruma says it's a device problem, not an Adobe problem. If it is a problem with your local device, Adobe can hardly fix it. What did Adobe do to fix it the first time on your computer?

[jhsuca]

First time was fixed by switching profile, but that didn't work the second time. The error only occurred in Safari (no extension), but not in Safari Technology Preview or other browsers. Clearing cache or all Adobe site data didn't work either. Inspecting the JavaScript console revealed the issue was on the server side, not client side.

Can't really say it's a device issue when the browser was only processing and rendering what the server told it to. 

[Abambo]

Well, OPs problem is having one computer not behaving as they should. Other computers work as they should. That points clearly to the computer or the user definition on that computer.