Check following settings :
1. In Photoshop,check the Plug-Ins Preferences (Preferences > Plug-ins) and be sure that you have the following two options in the "Extensions Panels" group checked: Allow Extensions to Connect to the Internet, and Load Extensions Panels.
2. In Illustrator, Click Window > Extensions > Connections . In the Connections panel, click the drop-down menu (in the panel's upper-right corner) and click Offline Options. In the dialog that pops up, make sure that "Keep me offline" is NOT checked.
Thanks- but I'd already checked that. Both Ps and AI are set correctly- there is no connection. Is there a folder or file that could be missing?
You can check that extensions are not disabled at system level.