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Tav Campbell
Tav Campbell
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Adobe Application Manager (CS5) - proxy net connection -  can't get updates

Jun 3, 2010 10:51 PM

Hi-

 

I'm a volume license purchaser of CS5 Design Premium (Mac) and am currently installing this software in our studio. In this company setup, the Macs live within a larger PC ecosystem and use a .pac file to connect to the net via our company's proxy servers.

 

I'm having trouble getting updates with the Adobe Application Manager. I can sign in to my Adobe account via the Application Manager - but I can't get any updates for Creative Suite apps. Instead, when the Application Manager starts up, I instantly get the generic error message: "The update server is not responding. The server might be offline temporarily, or the internet or firewall settings may be incorrect. Please try again later."

 

There is no way to add proxy settings to the Application Manager in its Prefs, but from prior experience the problem is probably caused by this app trying to access a secure server, or use ports, which are blocked by our company firewall.

 

Has anyone else experienced this one? Can anyone please shed any light on which port/s or secure site/s I might need to open up access to at the company firewall?

 

Thanks

Tav

9854 Views   16 Replies   Latest reply: Alex_Brown_Adobe, Aug 25, 2012 5:38 AM
 
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  • Tav Campbell
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    1. Tav Campbell,
    Aug 16, 2010 8:07 PM   in reply to Tav Campbell
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    Well this has had its share of views, so others may benefit from this info. The issue in the end wasn't ports.

     

    The problem was that the App Manager wasn't able to read the proxy settings within the .pac file. But it was ok with reading a specific proxy. I set up our Macs to use the first proxy server in the .pac file, by entering its IP number into System Prefs.

     

    App Manager worked fine after that. Java apps can also suffer from this problem and this fix has worked for those also.

     

    So it seems browsers can deal with the info in .pac files better than some apps can (for whatever reason)...

     
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  • jhall54
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    2. jhall54,
    Oct 27, 2010 7:20 AM   in reply to Tav Campbell
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    I am on Windows 7, and getting the same error messages. My laptop is the only PC giving this error, I have a desktop that auto updates just fine. I called Adobe Tech support and they say it's on my PC side of things, but I have never changed any settings. On initial install it went straight into updating, but in the last 2 months it says it is always offline. My firewall is disabled, and I use the same internet connection that my desktop  updates from just fine. I read your fix, and honestly I am a bit lost with how to do that. Can you reply a step by step if it's not to much to ask?

     
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  • Tav Campbell
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    3. Tav Campbell,
    Oct 31, 2010 3:59 PM   in reply to jhall54
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    Hi - I'm not on Windows 7 but I can offer a bit of advice which might help.

     

    The clue here is your PC is the only one misbehaving. In my case it was throughout all our Macs. It might be simplest to do a complete uninstall, then reinstall. See if the App Manager can update after that.

     

    Before the uninstall, don't forget to save out your Settings files (workspaces etc) that you might want to reapply to the reinstall.

     
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  • OleDjurhuus2
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    4. OleDjurhuus2,
    Dec 10, 2010 5:51 AM   in reply to Tav Campbell
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    Where is the pac-file you are talking about. I have windows 7, 64-bit

    Regards

    Ole

     
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  • Tav Campbell
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    5. Tav Campbell,
    Dec 14, 2010 3:25 PM   in reply to OleDjurhuus2
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    You may not even be using a .pac file? But look in Connection Settings to check. (eg. http://helpdeskgeek.com/networking/proxy-pac-file/ )

    If you're using a .pac file, take up the issue with your network admin.

     
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  • OleDjurhuus2
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    6. OleDjurhuus2,
    Dec 15, 2010 1:31 AM   in reply to Tav Campbell
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    Hi Tav

    Thank you for your answer. Do you know how I can setup the Adobe Application Manager to use a specific proxy in another way? - eg. a configuration file, somewhere?

    Ole

     
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  • Tav Campbell
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    7. Tav Campbell,
    Dec 15, 2010 2:05 PM   in reply to OleDjurhuus2
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    Sorry no I don't... that was my original problem with, and a deficiency of AAM - there is no identifiable way to prescribe network settings within AAM. So I had to tweak the (Mac's) network settings around (referred to in the second post in this thread) to get it to work.

     

    So as there is no way to enter network setting within the app, I never sifted through AAM's preference files. I don't think there would be any relevant info there (but I couldn't say for sure)

     
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  • Thorny-the-Turtle
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    8. Thorny-the-Turtle,
    Dec 30, 2010 5:41 PM   in reply to jhall54
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    This sounds alot like the problem I was having, I solved it by disabling a second wireless network connection that Windows 7 has: Microsoft Virtual WiFi Miniport. After that it was able to connect to the update server again. Go to the Network and Sharing center, click on "Change adapter settings." Then right click and "Disable" the "Microsoft Virtual WiFi Miniport."

     
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  • D.Estabrook
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    9. D.Estabrook,
    Jan 19, 2011 5:20 AM   in reply to Thorny-the-Turtle
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    I was having the same issue on Windows 7.

     

    I followed "Thorny-the-Turtle"s direction to select "Disable" for the second wireless connection called "Microsoft Virtual WiFi Miniport" and it worked!

     

    Thanks!

     

     

     

     

     

     

     
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  • dlgreen1956
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    10. dlgreen1956,
    Jan 20, 2011 9:19 PM   in reply to D.Estabrook
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    Worked for me too!  disable wifi miniport in win7

     

    Thanks a million

     
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  • UNJX
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    11. UNJX,
    Feb 24, 2011 9:24 PM   in reply to dlgreen1956
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    Beautiful, thank you for the help!

     
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  • Oil Paint
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    12. Oil Paint,
    Mar 4, 2011 4:42 PM   in reply to Tav Campbell
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    Disabling the Microsoft Virtual Wifi Miniport may or may not allow the Adobe Application Manager (AAM) to obtain downloads.  The easiest way to fix this is don't use wireless access to download the updates. Instead plug in your hard wired Ethernet cable into your laptop. This should fix the problem. If not, then also disable the Microsoft Virtual Wifi Miniport, plug in the ethernet cable and download via Adobe Application Manger (see previous post for how to disable the minport). This will work.

     

    This problem seems to only happen on laptops and not desktops.Adobe needs to fix the way AAM accesses the Internet.This has been happening for several versions now.

     
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  • JDShoaf
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    13. JDShoaf,
    Mar 5, 2011 6:52 AM   in reply to Tav Campbell
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    Thanks for this post it saved me a lot of time.  Thorny's solution worked surprisingly well.  Just right click and disable the Wifi Miniport.

     

    2011-03-05_0948.png

     
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  • rickwms
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    14. rickwms,
    Jun 11, 2011 2:16 AM   in reply to Thorny-the-Turtle
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    Disabling Microsoft Virtual WiFi Miniport fixed my problem.

    Thanks for the advice.

     
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  • EraserXX
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    15. EraserXX,
    Aug 7, 2011 7:12 AM   in reply to rickwms
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    Disabling Microsoft Virtual WiFi Miniport also worked for me.  Thank goodness.  I have never been able to get updates through the Application Manager since day 1.  Now all is well!

     
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  • Alex_Brown_Adobe
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    16. Alex_Brown_Adobe,
    Aug 25, 2012 5:38 AM   in reply to JDShoaf
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    that does help but why does it confilct?

     
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