Forum Discussion

Zeko6666's avatar
Zeko6666
Joining in
12 months ago

Creative Cloud Unable to connect

Hi,

Adobe Creative Cloud won't connect. please read my IT dep report below:

The virgin connection appears to be stopping the normal route path or blocking the main address entirely. We would expect the connection when doing a tracert adobe.com test to reach a form of "deploy.static.akamaitechnologies.com" address. This address is used for authorising sign on prompts on the creative cloud side. This isn't happening from your machine and we can see that the last address it does try to reach is a virgin address instead. This issue will need to be raised with Virgin support for further investigation.

 

  • Molly_T's avatar
    Molly_T
    Forum Team
    12 months ago

    Hi Zeko6666 👋 welcome to the community forum! Thank you for posting. 

    Sorry to hear you are having some issues with your Adobe Creative cloud (3rd party app) connecting. 

    Just so we can best offer further support with this, can you let us know the following;

    -Has the app/software ever previously worked on this device, and now stopped working? 

    -Is the device connected using a VPN?

    -Is the issue isolated to one device? Does this happen on any other devices on your network?

    -Are you able to provide a screenshot of any error code or message?

    Thank you for your patience whilst we gather this information from and offer support investigating. Wishing you all the best. 🌞