Adobe Community: Message List - Exchange and Kuler extensions unable to connect in fresh install of CC products

Re: Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Mon, 16 Sep 2013 16:58:01 GMT

Hi rarosewall,

I think the fact that you cannot find "AdobeOnlineDefault" anywhere is probably a good sign - indicating that this is still set to its default value.

Can you tell me a little more about your problem? What steps do you take, and what do you see? Are you seeing exactly the same error message as in the screenshot in the first post, and are you able to verify whether any other extensions are able to connect to the Internet?

Also, the obvious questions: Do you connect via a proxy or VPN? And do you have any "Internet Security" type software running which may be blocking the Exchange Panel's access to the Internet?

Many thanks,

Fraser

Re: Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Fri, 13 Sep 2013 17:21:23 GMT

I am having a similar issue - exchange cannont find the internet - running my laptop as well and it works fine. Both PCs running Photoshop CC.

I cannot find this entry in my registry on the desktop computer though:

For 64-bit systems: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Adobe\AdobeOnlineDefault

I do have this folder:

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Adobe\extensionmanager

Re: Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Fri, 12 Jul 2013 14:37:39 GMT

Fantastic, glad to hear it.

Thanks for letting me know!

Fraser

Re: Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Fri, 12 Jul 2013 13:54:13 GMT

That appears to have fixed the issue with both Kuler and Exchange. I appreciate your help in getting this matter resolved.

Re: Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Mon, 08 Jul 2013 15:22:07 GMT

Thanks for the response. Weird about the .zip not going through. If needed I will try again. I will try changing the value as you suggest and let you know.

Re: Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Mon, 08 Jul 2013 13:52:01 GMT

Hi djlotus,

I received your email, but unfortunately there was no zip file attached.

However - the fact that your AdobeOnlineDefault registry value is set to 0 is very likely to be the problem.

Setting this value to 0 tells Adobe Extensions "do not connect to the Internet" - and setting it to 1 allows extensions to connect to the Internet. It's very odd that this value was set to 0 in your registry - perhaps another extension on your machine previously set this property to 0 without intending to affect other extensions. Can you try changing this value to 1, restarting your computer, and then opening the Exchange Panel again?

If this still doesn't work, please try resending the logs to me and I'll investigate further.

Thanks,

Fraser

Re: Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Sat, 06 Jul 2013 16:59:22 GMT

/Users/<UserName>/Library/Preferences/Adobe/Exchange/adobeexchange.log - does not exist

/Users/<UserName>/Library/Logs/PDApp.log - does not exist

/Users/<UserName>/Library/Logs/amt3.log - does not exist

others are in email being sent now.

Re: Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Sat, 06 Jul 2013 16:47:03 GMT

As far as the registry, the value is 0.

Re: Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Sat, 06 Jul 2013 16:40:46 GMT

Just noticed this response. I will do that now and get right back to you.

Re: Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Mon, 01 Jul 2013 09:04:44 GMT

Thanks Rick, glad you're up and running.

Hi djlotus,

OK, thanks for ruling-out the VPN/proxy/firewall issues. Just to make doubly-sure that some other software on your computer isn't blocking internet access for unknown programs, can you check what antivirus software is currently running, and check whether you have any third-party Internet Security software installed?

Given that you're seeing this behaviour in several products, it suggests that some system-wide component is failing to get online. We need to work out exactly which component is the problem, so could you please share these logs with us?

/Users/<UserName>/Library/Preferences/Adobe/Exchange/adobeexchange.log

/Users/<UserName>/Library/Logs/PDApp.log

/Users/<UserName>/Library/Logs/amt3.log

C:\Users\<UserName>\AppData\Local\Temp\amt3.log

C:\Users\<UserName>\AppData\Local\Temp\PDApp.log

C:\Users\<UserName>\AppData\Roaming\Adobe\Exchange\adobeexchange.log

(Feel free to email them to fgregor at adobe dot com.)

Also, it looks like there may be a setting which has somehow disabled internet access for extensions.

Launch the Registry Editor:
For Windows XP, choose Start > Run and type regedit then press return to open the registry editor, or...
For Windows 7/Vista, choose Start, type regedit, and press return when the registry editor appears in the results.

Look for the following key. If it's there, please tell us the value:

For 32-bit systems: HKEY_LOCAL_MACHINE\SOFTWARE\Adobe\AdobeOnlineDefault.
For 64-bit systems: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Adobe\AdobeOnlineDefault

...or on Mac,

Open the Apple Property List Editor (supplied with the Apple SKD) or other property list editor application..

Open the file [Startup Disk]/Library/Preferences/com.adobe.AdobeOnlineHelp.plist.

Select Root to see the subentries.

Locate the string object AdobeOnlineDefault, and tell us the value.

Regards,

Fraser

Re: Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Sun, 30 Jun 2013 19:33:38 GMT

Just did a fresh install of all programs and Exchange panel still not working. Same error messeges.

Re: Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Sun, 30 Jun 2013 14:19:49 GMT

I Just installed all the programs on my laptop and the exchange panel works fine. I guess i will reinstall all the programs on my Desktop and see what happens.

Re: Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Sun, 30 Jun 2013 12:58:56 GMT

I just uninstalled Dreamweaver CC and re-installed from the Creative Cloud app and now everything is just fine.

Re: Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Sun, 30 Jun 2013 03:14:04 GMT

Seriously? A week and no suggestions? So since I decided to update to CC I am just out of luck?

Re: Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Sat, 29 Jun 2013 14:45:05 GMT

fgregor,

I do not connect using a VPN or Proxy. I have checked my firewall settings and all Adobe CC applications are allowed to communicate.

Re: Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Thu, 27 Jun 2013 21:02:30 GMT

Hi djlotus,

The first thing to check would be how your computer connects to the Internet. Do you connect via a proxy or VPN? And do you have any "Internet Security" type software running which may be blocking the Exchange Panel's access to the Internet?

Thanks,

Fraser

Re: Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Thu, 27 Jun 2013 20:59:00 GMT

Hi Rick,

Just to clarify - are you saying that the Exchange panel is working correctly in CS6, but in CC the panel is not listed in the Extensions menu?

The first thing to check would be whether or not there is a process running called CEPServiceManager - e.g. (in Terminal),

ps -e | grep CEPServiceManager

Thanks,

Fraser

Re: Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Mon, 24 Jun 2013 20:32:39 GMT

Moved from the Creative Cloud to the Exchange forum. They will be able to help you here.

Re: Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Mon, 24 Jun 2013 01:00:49 GMT

I am not even getting the exchange pannel in Dreamweaver, Photoshop, others....

The CS6 exchange panel is visible in the Extension panel.

I am also not getting Kuler.

MacBookProR OSX 10.8.4

Exchange and Kuler extensions unable to connect in fresh install of CC products

forums_noreply@adobe.com — Sun, 23 Jun 2013 17:01:10 GMT

I just installed CC products yesterday (PS,ID,AI,PR,FL,DW,LR,AE,Exchange,and a few others). Upon successful download and install, nothing in the extensions panels will load. GRanted i only have Kuler and Exchange at the moment but, neither will connect in any product. The exchange product will connect seperatley but the extension will not. Below is a screen-cap of the window. Any suggestions? I have already checked that the "allow exchange to connect" button is checked in all applicable products.