35 Replies Latest reply on Oct 7, 2018 11:55 AM by _jeffersondonald

    CC will not load with VPN running

    Dadshade Level 1

      Having spent hours attempting to install LR CC, I finally contacted support who found that my VPN was blocking the install. After installing with the VPN disabled, he said it should work with the VPN running but it doesn't. I have to disable it before LR CC will run. Anyone know why and is there a way to resolve this issue?

        • 1. Re: CC will not load with VPN running
          Dadshade Level 1

          Sorry, I phrased that wrong. It was not the VPN blocking the install, it was Adobe blocking it because of the VPN.

          • 2. Re: CC will not load with VPN running
            itaif4789477 Level 1

            Same here — strangely, I can't seem to find any info on this online. No idea if there's a workaround, but this seems sort of silly to me; there's no reason Lightroom should be blocking access over VPN. You can use Lightroom when offline, but not when connected to VPN?

            • 3. Re: CC will not load with VPN running
              Jao vdL Adobe Community Professional & MVP

              Works perfectly fine for me going through a vpn. There is no reason why vpn by itself should block Lightroom. As long as the firewall at the place you are vpn'ing into doesn't block the secure traffic from Lightroom CC or its installer should be completely unaware that its traffic is routed in a different way.

              • 4. Re: CC will not load with VPN running
                itaif4789477 Level 1

                To clarify, I don't think it's necessarily Lightroom blocking VPN, but as Dadshade mentions, Adobe blocking Lightroom access/activation due to VPN. I'm using a private VPN (Mullvad; no firewall, blocking, etc. of any kind) — when I launch Lightroom, it tries to access Adobe servers, which might block the connection from the endpoint IP address. Lightroom can't access the server, so it spins forever, blocking functionality.

                 

                It would be nice if

                1. Lightroom would time out eventually and at least give the option of using it in offline mode
                2. Adobe didn't block my VPN, so I could continue using the product I'm paying for without having to compromise security
                • 5. Re: CC will not load with VPN running
                  Jao vdL Adobe Community Professional & MVP
                  To clarify, I don't think it's necessarily Lightroom blocking VPN, but as Dadshade mentions, Adobe blocking Lightroom access/activation due to VPN.

                  I don't think they are doing anything like that. It works perfectly fine for me through my company VPN.

                  • 6. Re: CC will not load with VPN running
                    jamesc78470080 Level 1

                    I am having the same problem, same VPN.

                    • 7. Re: CC will not load with VPN running
                      Dadshade Level 1

                      Hi. The Adobe LR tech was very helpful. You can see his suggestions I've

                      copied for you below. This worked for me. However, he sent me another

                      message a few days ago to say that the issue has been resolved in the

                      latest update of LR CC.  If you haven't done the updates yet give it a try

                      first. If that doesn't work, then follow his advice below. Good luck!

                       

                      "It turns out that this is not a bug in Lightroom CC. The issue is actually

                      with how IPVanish handles local IPv6 network traffic. That’s a mouthful, I

                      know. ☺ In my testing, I found that IPVanish actually broke a number of

                      apps I use daily as a software developer. The good news is that I have a

                      fix for you.

                       

                       

                       

                      In the IPVanish settings, go to the “Connection” tab and disable the option

                      “Enable IPv6 Leak Protection”. Running with this option disabled will allow

                      Lightroom CC to work as expected. If you do this, please keep in mind your

                      VPN will no longer block any network traffic that is using IPv6. Please see

                      the following IPVanish guide for more info:

                      https://support.ipvanish.com/hc/en-us/articles/115002074754-IPv6

                       

                       

                       

                      The fact that IPVanish is blocking local IPv6 network traffic is clearly

                      a design flaw in their software. Even with IPv6 leak protection enabled,

                      local traffic should still be allowed; I’ve reached out to the IPVanish

                      folks in hopes that they’ll fix this bug on their end.

                       

                       

                       

                      If I had to make a recommendation as a fellow Lightroom CC user and VPN

                      user, it would be to switch to a VPN that does not block local IPv6 network

                      traffic such as NordVPN. Just to be clear, that’s my recommendation as a

                      software user and not as an Adobe employee.

                       

                       

                       

                      I hope this is enough info to put this issue to rest. Thanks again for

                      helping track this down,

                       

                      - Jeff"

                      • 8. Re: CC will not load with VPN running
                        adam18432088 Level 1

                        I am using NordVPN and Create Cloud fails to connect whilst VPN is enabled. I disabled CyberSec and it made no difference.

                        Just adding my story to the thread in case anyone can help or it helps someone else.

                        • 9. Re: CC will not load with VPN running
                          peterc20852914 Level 1

                          What i did was reset NordVPN in the advance setting (make sure you know you sign-in credentials and password) with Adobe cc open (not really necessary) and that did the trick...works again...BUT not sure why it went off in the first place. Hope that helps for you.

                          2 people found this helpful
                          • 10. Re: CC will not load with VPN running
                            thugsforlife Level 1

                            To get things done you should check with bestvpnrating.com for sure it does.

                            • 11. Re: CC will not load with VPN running
                              midwested Level 1

                              I have exactly the same problem using NordVPN and Adobe CC.  When launched Adobe CC says "no internet connection".  Yet if I disable the NordVPN connection it works immediately.

                              • 12. Re: CC will not load with VPN running
                                donaldr62062159 Level 1

                                Me too.... using NordVPN, CC says "no internet connection". Disable VPN, CC works. Fix please!!

                                • 13. Re: CC will not load with VPN running
                                  Pedro Hassan Level 1

                                  Same issue using PIA VPN. Please give us some feedback on why.

                                  • 14. Re: CC will not load with VPN running
                                    midwested Level 1

                                    After trading a few emails with NordVPN customer service I decided to uninstall the NordVPN app, shut down the computer, reboot and reload the VPN app.   As I have discovered before uninstalling VPN software doesn’t always remove all traces of the application.  When I reinstalled the NordVPN app my favorites from before were already loaded in the app.  I suppose it could have been stored with my account information and reloaded as part of the install.  Who knows.  Bottom line is the Adobe CC app was able to connect after about three attempts while the VPN was active.  Don’t know though if it will work permanently.  But it seems to work now.

                                    • 15. Re: CC will not load with VPN running
                                      alano91513525 Level 1

                                      In case it helps, I have the same problem, using expressvpn.  Connected?  CC says no internet connection.  Disconnected?  Works fiie immediately. 

                                      • 16. Re: CC will not load with VPN running
                                        Reilly Diefenbach Level 1

                                        Here we are nine months later and still no help on the Nord VPN issue.  Is anyone listening?

                                        • 17. Re: CC will not load with VPN running
                                          marcov Level 1

                                          Hi, I tried to enable TCP/IPV6 protocol on my network connection and Adobe Connections seems to be ok now, with NordVPN app running. TCP/IPV4 was enable on my connection properties, and TCP/IPV6 was not enabled.

                                          Have you ever tried?

                                          Can you tell me if this is a possible solution?

                                           

                                          Thanks

                                          1 person found this helpful
                                          • 18. Re: CC will not load with VPN running
                                            midwested Level 1

                                            I have not tried that.  I'll check that out right now.

                                            • 19. Re: CC will not load with VPN running
                                              midwested Level 1

                                              Did you set that up on the actual physical network connection or the NORD

                                              tap connection?  When my VPN wasn't running both the Tap and my real

                                              connection showed IPV6 connection enabled.  However, after I started the

                                              VPN connection both showed IPv6 disabled.  So, I enabled it on both the Tap

                                              connector and my live connector and it seemed to work.  I'll test again

                                              after restart and see what happens.  Right now though it does work.

                                              • 20. Re: CC will not load with VPN running
                                                marcov Level 1

                                                I only enabled IPV6 on my main connection.

                                                I didn't touch NordVPN tap.

                                                1 person found this helpful
                                                • 21. Re: CC will not load with VPN running
                                                  midwested Level 1

                                                  That is in fact the solution to the problem.  When my NordVPN starts up it

                                                  DISABLES IPv6 in both the TAP connection and the actual network

                                                  connection.  I'm going back to my original ticket with NordVPN and ask them

                                                  why that happens. They of course sent me to Adobe to fix the problem when

                                                  in fact it's something they are doing for some reason that's causing this

                                                  issue.  I'll try to find out why they are disabling IPV6 with startup.

                                                  • 22. Re: CC will not load with VPN running
                                                    midwested Level 1

                                                    check my last email to you.  When I rebooted and started the NordVPN I

                                                    discovered that both the TAP connection and the Network adapter had IPV6

                                                    disabled.  So for some reason the Nord app is disabling the IPV6 access.

                                                    • 23. Re: CC will not load with VPN running
                                                      marcov Level 1

                                                      Maybe  security reason... I don't know...

                                                      Perhaps enabling IPV6 affects VPN security....

                                                      • 24. Re: CC will not load with VPN running
                                                        midwested Level 1

                                                        I have discovered a work around for my issue with Adobe CC app.  However,

                                                        it begs a question that I'm sure your technical people can answer.  Adobe

                                                        CC app is looking to have IPV6 enabled in the various network adapters

                                                        being used for the internet connection.  I have discovered that when I

                                                        start NordVPN app that it is disabling IPV6 connection in both the TAP

                                                        adapter and the regular Network adapter as well.  When I manually enable

                                                        the IPV6 connection in both adapters things work as expected with the Adobe

                                                        CC app.  Unfortunately upon rebooting the system and starting the NordVPN

                                                        app it turns them off again.  There must be some setting in the app that is

                                                        making this happen.  Please advise because this is a nuisance and there are

                                                        plenty of postings in the Adobe community page by people trying to get this

                                                        fixed.  Those with other VPN connection providers don't seem to be having

                                                        this problem as frequently as NORD customers.  Looking forward to your

                                                        response.

                                                        • 25. Re: CC will not load with VPN running
                                                          midwested Level 1

                                                          Copied you on my email to NordVPN support using my original ticket number.

                                                          Maybe we'll find out why this is happening.  I'm guessing you are right

                                                          about it being a security thing on the VPN.  But time will tell.  Thanks

                                                          for pointing that out.  At least I can fix it now if I have to.

                                                          • 26. Re: CC will not load with VPN running
                                                            midwested Level 1

                                                            Here’s the response I got from NordVPN this morning.  Sounds like their

                                                            network doesn’t support ipv6 and as a result they turn off access through

                                                            their Tap adapter.

                                                             

                                                            “The IPv6 protocol is currently not supported on our systems, our service

                                                            is simply not compatible with this protocol at the present, therefore if

                                                            the Adobe CC application requires IPv6, we cannot guarantee if both apps

                                                            will work at all. Seems that you would not be able to use both applications

                                                            simultaneously since it is not possible to adjust any settings on the

                                                            NordVPN application that could disable IPV6.

                                                             

                                                            Let us know if there is anything else we can assist you with.

                                                             

                                                            Kind Regards,

                                                            Gabriela Abelló

                                                            Customer Support Specialist

                                                            NordVPN.com <http://nordvpn.com/>”

                                                            --

                                                            Ed Lambright

                                                            elambright@gmail.com

                                                            Sent from iPad.

                                                            1 person found this helpful
                                                            • 27. Re: CC will not load with VPN running
                                                              midwested Level 1

                                                              I’ve done the same as described.  Problem is on reboot of pc and restart of

                                                              NordVPN both the tap adapter and the network adapter will revert back to

                                                              ipv6 disabled.  So, the Adobe CC app will not connect again until one turns

                                                              off the VPN app or enables IPv6 in the adapter manually.  It would work

                                                              fine if the NordVPN app didn’t disable the ipv6 connection in the network

                                                              adapter on startup.

                                                              • 28. Re: CC will not load with VPN running
                                                                midwested Level 1

                                                                I’ve sent our findings to NordVPN customer service and the simple reply was

                                                                that NordVPN doesn’t support IPV6.  I’ve encouraged them to have one of

                                                                their engineers contact Adobe engineers and work together to fix this.

                                                                Seems to me we’ve at least isolated the problem.  Now it’s up to these two

                                                                companies to work together to find a fix that doesn’t require a shutdown of

                                                                the VPN or manual enablement of IPV6 in the adapter.

                                                                1 person found this helpful
                                                                • 29. Re: CC will not load with VPN running
                                                                  patrickj49090754 Level 1

                                                                  Do you have more details on the VPN software or hardware that you use? I use PureVPN at Adobe and the connections work fine. Also, does it still fail if you re-launch LrCC after connecting via VPN?

                                                                  • 30. Re: CC will not load with VPN running
                                                                    marcov Level 1

                                                                    I use NordVPN app...

                                                                     

                                                                    Il Gio 9 Ago 2018, 13:23 patrickj49090754 <forums_noreply@adobe.com> ha

                                                                    scritto:

                                                                     

                                                                    CC will not load with VPN running created by patrickj49090754

                                                                    <https://forums.adobe.com/people/patrickj49090754> in *Lightroom CC — The

                                                                    cloud-based photo service* - View the full discussion

                                                                    <https://forums.adobe.com/message/10550807#10550807>

                                                                     

                                                                    • 31. Re: CC will not load with VPN running
                                                                      midwested Level 1

                                                                      Using NORDVPN.  Turns out it appeared to be an issue with NordVPN not using

                                                                      IPV6.   The specific problem

                                                                      I was having was not with LR or PS but with the AdobeCC app not being able

                                                                      to find an internet connection with PC connected to VPN.  Therefore, it

                                                                      wasn’t able to check for updates.  It seems to be working now so either the

                                                                      NordVPN or Adobe folks must have done something on a recent update to fix

                                                                      the glitch.

                                                                       

                                                                       

                                                                       

                                                                      On Thu, Aug 9, 2018 at 06:23 patrickj49090754 <forums_noreply@adobe.com>

                                                                      • 32. Re: CC will not load with VPN running
                                                                        NuserRico Level 1

                                                                        Having the same problem with logging into CC app while using NordVPN, so did a reset of NordVPN without turning on CyberSec and CC logged in right away, but as soon as I turned on CyberSec CC was logged out, then with NordVPN still running I enabled IPv6 in both internet adapter and NordVPN adapter and CC logged in right away, but on a reboot I will have to do it again , my guess is all the tracking and verification (with CC) is the real culprit and doesn't play well with privacy software.

                                                                        1 person found this helpful
                                                                        • 33. Re: CC will not load with VPN running
                                                                          midwested Level 1

                                                                          Your experience mirrors my own exactly. 

                                                                          • 34. Re: CC will not load with VPN running
                                                                            sammartin8935 Level 1

                                                                            That is strange. I have attempted to Install LR CC multiple times with Ivacy VPN running in the background and no problem what so ever. Probably because it does not block local IPv6 network traffic.

                                                                            • 35. Re: CC will not load with VPN running
                                                                              _jeffersondonald Level 1

                                                                              Adding my experience to the mix. I have the same problem using NordVPN with Adobe Creative Cloud running. I too receive the dreaded "no internet connection." Once I disable NordVPN, the ACC desktop app immediately connects to the internet.