Cannot search Adobe Stock in-app

Jul 27, 2017

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Hello

I'm using the last version of Adobe CC and have an issue when trying to search images directly from the librairy panel in all compatibles apps.
I always get the following message "Sorry, something went wrong while searching Adobe Stock. Please, try again".
As I have read on other posts, I do not have multiple Adobe IDs, so the problem doesn't come from that.
I'm also able to transfer the images directly from the Adobe Stock's website to my librairies, the problem occurs only when trying from the applications.

Any ideas how to solve this ? I have already contacted twice the french Customer Service but they were not able to give me a solution.
Anyone ?

Thanks in advance

Thanks for trying Samuel. Just a last step to test:

Please try resetting the host file as mentioned in here: Resolve connection errors with Adobe Creative Cloud and Creative Suite applications

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Cannot search Adobe Stock in-app

Jul 27, 2017

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Hello

I'm using the last version of Adobe CC and have an issue when trying to search images directly from the librairy panel in all compatibles apps.
I always get the following message "Sorry, something went wrong while searching Adobe Stock. Please, try again".
As I have read on other posts, I do not have multiple Adobe IDs, so the problem doesn't come from that.
I'm also able to transfer the images directly from the Adobe Stock's website to my librairies, the problem occurs only when trying from the applications.

Any ideas how to solve this ? I have already contacted twice the french Customer Service but they were not able to give me a solution.
Anyone ?

Thanks in advance

Thanks for trying Samuel. Just a last step to test:

Please try resetting the host file as mentioned in here: Resolve connection errors with Adobe Creative Cloud and Creative Suite applications

Views

875

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Jul 27, 2017 0
Adobe Employee ,
Jul 27, 2017

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Hi Samuel,

Have you tried connecting to a different network and try to search?

Additionally, please try to search within the Stock panel over any other Adobe app and let me know if you face the same error.

Regards,

Sheena

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Jul 27, 2017 0
Jul 27, 2017

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Hi Sheena !

Unfortunately yes ...
I've tried from many networks, with both my Macbook pro and iMac, and it still occurs.
Same thing for all compatibles apps (Illustrator, Photoshop, inDesign ...)

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Jul 27, 2017 0
Adobe Employee ,
Jul 27, 2017

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Samuel, could you please confirm me if you are on a Windows machine or MAC?

Also, since you have mentioned that you contacted support please let me know the case reference number for the interaction with the support.

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Jul 27, 2017 0
Jul 27, 2017

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I'm working on the last OSX version.
Since the discussion took place already a few months ago, I do not find the corresponding email and the reference number. Can I find it somewhere else ?

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Jul 27, 2017 0
Adobe Employee ,
Jul 28, 2017

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Samuel, could you please check the permissions as below:

  • Set the permissions to 'Read and write' on Adobe folders for the all the users in the following locations:
    • /Library/Application Support/
    • /Users/[user name]/Library/Application Support/
  • Restart the machine.

Now check the same.

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Jul 28, 2017 0
Jul 28, 2017

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Hi Sheena,

Just one question, should I modify the authorization for all subfolders also ?
I mean theses folders : AAMUpdaters / AAMUpdaterInventory / Acrobat / Adobe Bridge ....

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Jul 28, 2017 0
Jul 28, 2017

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So ... I've tried to change all permissions on the folders and subfolders/files as I've said previously, then restarted my computers, but it doesn't change anything. Same problem on both my iMac and MacbookPro

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Jul 28, 2017 0
Adobe Employee ,
Jul 28, 2017

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Thanks for trying Samuel. Just a last step to test:

Please try resetting the host file as mentioned in here: Resolve connection errors with Adobe Creative Cloud and Creative Suite applications

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Jul 28, 2017 0
Aug 02, 2017

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Hi Sheena,
I've already tried that before, and nothing has changed.
Still not working.

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Aug 02, 2017 0
Adobe Employee ,
Aug 03, 2017

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I apologize for the frustrating experience.

Let me get a callback arranged for you so that we can perform some technical troubleshooting and help you fix the issue.

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Aug 03, 2017 0
Aug 09, 2017

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Someone from Adobe in Dublin called me a few days ago, telling me that the problem came from Adobe's servers and should be solved then. That surprised me as I have that trouble since many months. For the second time, I've received a mail telling that my problem is solved, but hey, it's not. Any other solutions ?

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Aug 09, 2017 0
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