Unable to reach Adobe servers

Fix the "Unable to reach Adobe servers" or "Retry installation" error when installing or updating an Adobe app. 

When trying to install or update an Adobe app, your app may occasionally fail to connect with Adobe servers and run into an error. To resolve this, try these solutions in order. 

Enable Transport Security Layer (TLS) 1.2 on Windows 7

If you received this error on Windows 7 that uses older TLS 1.0 or TLS 1.1. protocol, enable TLS 1.2 update

Check and install pending operating system updates

Check for updates for your operating system and install the updates, if any. Some operating system updates may restrict outgoing Internet connectivity for security reasons. For more information, see:

Create a new administrator account

Create a new administrator account and try installing or updating the app. For more information, see:

Fix common network and connectivity issues

The error message indicates that you may have network connectivity or stability issues. See Fix common connectivity issues to troubleshoot these issues.

Reset your hosts file

The operating system hosts files that map host names to IP addresses. An incorrectly configured hosts file can affect your computer's ability to connect to Adobe's activation servers.

For Creative Cloud users

Resetting the hosts file can also resolve errors such as "The Creative Cloud applications are available in trial mode" or "Trial expiration."

  1. Download the Limited Access Repair tool:

  2. Extract the downloaded file, then run the Limited Access Repair tool in Admin mode.

    • Windows: Right-click the tool and select Run as Administrator.
    • macOS: Double-click the tool and enter the admin credentials to continue.

    Read more about using the Limited Access Error tool

Reset the hosts file manually

If the issue is not fixed even after you run the Limited Access Repair tool, reset the hosts file manually:

Reset the hosts file on Windows

To reset the hosts file on Windows, follow these steps:

  1. Navigate to C:\WINDOWS\System32\drivers\etc.

  2. Open hosts file with a text editor such as Notepad. 

    Note:

    Run Notepad as an administrator when opening the file.

  3. Check for any Adobe-related entries in the hosts file.

    The hosts file includes localhost information and, in case of errors, Adobe related entries.
    The hosts file contains important system-related data.

    Note:

    If the hosts file does not contain Adobe-related entries, no further troubleshooting is required. However, if there are Adobe-related entries, proceed to the next step.

  4. Move the hosts file to the desktop.

  5. Reopen the hosts file using Notepad and delete all Adobe-related entries.

    Note:

    Make sure that you don't delete any other entries.

  6. Save the changes you made hosts file.

  7. Move the file from the desktop to the original location and select the Replace option:

    C:\WINDOWS\System32\drivers\etc

    The hosts file showing only localhost information after you have removed all Adobe-related entries.
    The updated hosts file should not include any Adobe-related entries. Make sure not to edit any other entries.

  8. This resets the host file. You can now update or install your app successfully.

Reset the hosts file on macOS

To reset the hosts file on macOS, follow these steps:

  1. To find the hosts file, open Finder and select Go > Go to Folder. In the box, type the following location and then press Return:

    /private/etc/hosts

    The Go to Folder window allowing you to type in the folder and file path to reach the folder or file directly.
    The etc folder contains several non-editable files, including the hosts file.

    Note:

    If you are unable to locate the file, it means that the hosts file is hidden. Type the following command in the terminal to unhide the file, then repeat the step:

    chflags nohidden /etc/hosts

  2. Open hosts file using a text editor such as Text Edit. 

  3. Check for any Adobe-related entries in the hosts file.

    The hosts file showing localhost information and, in case of errors, Adobe related entries.
    The hosts file contains important system-related data.

    Note:

    If the hosts file does not contain Adobe-related entries, no further troubleshooting is required. However, if there are Adobe-related entries, proceed to the next step.

  4. Move the hosts file to the desktop.

  5. Reopen the hosts file using your text editor and delete all Adobe-related entries.

    Note:

    Make sure that you don't delete any other entries.

  6. Save the changes you made hosts file.

  7. Move the file from the desktop to the original location and select the Replace option:

    /private/etc/hosts

    The hosts file showing only localhost information after you have removed all Adobe-related entries.
    The updated hosts file should not include any Adobe-related entries. Make sure not to edit any other entries.

  8. This resets the host file. You can now update or install your app successfully.

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Adobe MAX 2024

Adobe MAX
The Creativity Conference

Oct 14–16 Miami Beach and online

Adobe MAX

The Creativity Conference

Oct 14–16 Miami Beach and online