Creative Cloud syncing and fonts problem

[Anna38333429bdo5]

I've been using Adobe and the Creative Cloud for years. A week or so ago, my fonts wouldn't load into Illustrator when I tried to add new fonts. I went to try to resolve the issue and it looks like no fonts will load in the CC app and syncing won't work. I've tried everything. Syncing is on, I am signed in on the correct account, I restarted my app and device multiple times. It doesn't have anything to do with my firewall, VPN, or proxy. I spent hours on support chat trying to resolve the issue, the support agent did remote in and try a lot of things to resolve it and nothing worked. I pay way too much for this service for my fonts to not work. I'm debating just cancelling my subscription and use a different (free) service. This is ridiculous and I have seen so many people dealing with the same issues on different forums. Has anyone gotten this far into the troubleshooting process and still not been able to resolve the issue? Has anything worked? And if it doesn't, what alternative services do you recommend I use? 

[kglad]

reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R


if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html


if that fails and you have windows, open your control panel > add/remove programs > cc desktop app > repair

if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes... and then reinstall using*


if that fails, do a clean cc install carefully following each applicable step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials>

if that fails, you probably have a corrupt user account. google your os and how to create a new one.

[infrastructurei73898433]

Hello Anna,

Did you have any solution for this issue, since we are facing the same. 

I made some tests and saw that without the proxy (with direct internet access), the sync with the libraries is working.

With the proxy, I saw that some queries to ss-prod-ew1-ns.aws.adobess.com are dropped by the proxy because the "HOST" header is not the same as the Request URI. The HOST header is filled with the FQDN of the proxy. So it seems that this can cause the issue for the sync.

I tried to open a case with the support and their answer was that we should not use the proxy... "Our team advised that As there are always issues with syncing on proxy environment for which we recommend using non-proxy network &  you have to work with your  internal IT for this issue of whitelisting".

Do anyone know how to disable the proxy for Creative Cloud ?

Thank you and have a nice day !

[kglad]

here's adobe's whitelist, https://helpx.adobe.com/enterprise/kb/network-endpoints.html

[infrastructurei73898433]

Hello kglad,

We already configured our environment with the whitelist from the documentation. Sadly, what I described on my last post cannot be whitelisted, since our proxy is dropping this packet because the Host header is the proxy and not de Requested URI.

What I want to do now is disabling the proxy support from Adobe product so I can bypass the proxy for these app. Do you know how to do this ?

[kglad]

you can see if adobe support will help.  there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.