Participant

Question

Substance 3D Painter "Sorry, something went wrong." The app failed to connect to the Adobe servers?

Forum|Forum|4 years ago
June 29, 2021
6 replies
7640 views

how to fix it?

Bugs & Crashes

This topic has been closed for replies.

michaelbh

Participant

same to me...

Cedric Marchessoux

Community Manager

Sorry for the trouble you are facing to.
https://support.microsoft.com/en-us/office/change-the-windows-regional-settings-to-modify-the-appearance-of-some-data-types-edf41006-f6e2-4360-bc1b-30e9e8a54989
Changing the regional settings should fix it.
I forward to the team to see if there is something wrong for Adobe Susbtance 3D Painter that can fix it.

Cedric Marchessoux

Community Manager

to help the team for understanding the issue and find the fix, we need a log:
it should be in in %TEMP%/NGL on Windows and ~/Library/logs/NGL on Mac (something like NGLClient_SubstancePainter17.2.1.log)
if you can send me it in a private message then I can forward it to the team.

T

Tamasenco Hellas

Participant

The issue remains unfixed. (How many months now?)

All other creative cloud apps work fine and have worked fine in the past.

In order to run Substance 3D though and NOT get this message, I have to switch the region from Greece to US beforehand.

Every time I open the software mind you. EVERY TIME.

This is absurd.

Allegorythmic licensing servers NEVER gave any such trouble.

It goes without saying that this matter should have been fixed by now.

Cedric Marchessoux

Community Manager

Sorry for the inconvenience.

Could you try this: https://helpx.adobe.com/in/x-productkb/policy-pricing/activation-network-issues.html?

X

xdidom

Participant

This is ridiculous

V

visualtech48

Participant

Still an issue, amazing stuff Adobe.

D

defaultjwhbq539r3mb

Participant

i am having this issue too i want to know how to fix this is happend like 3 day now i can't do anything in the substance

Jeremie Noguer

Community Manager

We are still looking into this issue, we're sorry for the inconvenience and will let you know as soon as a solution is found.

If anyone encountering this issue could export a log from CC Desktop right after getting this message, that would be really useful!

Klas K. Lothe

Participant

Hello Jeremie,

Same error 06.09 . Can you please advise if there is any update on this?

Hi a5D95, did you try Mario's solution above? It did the trick here, and solved it permanently.

kissklas

Participant

I am also having this.

It happens on the newer version with the Adobe style thumbnail. The older version works fine for me through CC. I did a full uninstall of all things Adobe/Allegorithmic, cleaned out the registry of any remains, the Appdata directory, documents and program files.

I got the new version running once, after installing an old version and upgrading it, but the next day the message came back.

BardurM

Participating Frequently

Same here.. i can't use painter.
I can't figure out what the issue could be - i've got the latest Studio drivers (but Substance keeps telling me they are outdated) and substance used to work perfectly fine. But the new version doesn't. -_-
How do we fix this?

Jeremie Noguer

Community Manager

Did you get this error again today? I had this issue come up for me too yesterday a few times, there may have been an issue on the licensing server side.

BardurM

Participating Frequently

it's still happening. every. single. time.
I can't use Substance Painter anymore. I've tried reinstalling, i've removed all the "old" substance softwares, cleaned up whatever might be left.
I've tried a lot of different things. But it won't work.
By now i'm basicly just paying for a broken software that uses hdd space.

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