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Sooraj : Hello. Welcome to Adobe Technical Support.
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Angus Wathen: Hi, I am contacting you about case number: 0214868378 that was not resolved. I changed network as asked and the problem is still not resolved. I was initially connected through my home Wifi network. I have also tried my wired network and I am now using my cell provider's LTE network. My OS is Mac OS X 10.10 and the firewall is switched off. I have a direct internet connection through my cellphone provider. Please resolve my issue. I cannot access Creative Cloud, nor can I run any Adobe applications that I have paid for.
Sooraj : Hi, Angus.
Angus Wathen: hi
Sooraj : Thank you for the details.
Sooraj : I will be glad to check this.
Angus Wathen: thanks
Sooraj : May I know the operating system in the computer?
Angus Wathen: Mac OS X 10.10.2
Sooraj : Okay.
Sooraj : May I know if you have any anti-virus installed?
Angus Wathen: no
Angus Wathen: I mean no there is no antivirus installed
Sooraj : Okay.
Sooraj : Open Finder.
Angus Wathen: yes
Sooraj : Press Command-Shift-G
Sooraj : Enter: /etc
Angus Wathen: ok
Sooraj : Open the hosts file there.
Angus Wathen: ## # Host Database # # localhost is used to configure the loopback interface # when the system is booting. Do not change this entry. ## 127.0.0.1 localhost 255.255.255.255 broadcasthost ::1 localhost
Angus Wathen: yes
Sooraj : Okay.
Sooraj : Choose Apple menu > System Preferences, and then click Network.
Sooraj : Choose the network that is currently connected to internet that can be Ethernet or Airport(Wireless).
Sooraj : Click on lock icon, enter the Administrator name and password.
Sooraj : Then click on Advanced button and click Proxies Tab.
Sooraj : Under 'Select a Proxy server to Configure' Uncheck all the proxy check boxes, then uncheck 'Use Passive FTP Mode (PASV)'.Then click on Apply Now button and try signing to Creative Cloud desktop application.
Angus Wathen: well it's iPhone USB because I am connected using a cellular network per your colleagues advice but I will let you know the setting ...
Angus Wathen: There is no Advanced button for iPhone connections
Angus Wathen: but just to confirm those settings were set on my prior Wifi connection that did not work
Angus Wathen: tried to sign in ...
Angus Wathen: Unable to reach adobe servers
Sooraj : Please change you connection to Wifi or a direct cable DSL connection.
Angus Wathen: Please check your firewall settings and try again in a few mintues.
Sooraj : Then, change the settings accordingly.
Angus Wathen: ok
Angus Wathen: done
Angus Wathen: Settings were already set correctly but I did try to log in - same results
Sooraj : Okay.
Sooraj : Please try disabling your firewall.
Angus Wathen: it is already switched off
Angus Wathen: but i have now also switched off the firewall on my router that leaves my whole house open to attack
Angus Wathen: I will try again.
Angus Wathen: same result.
Angus Wathen: right now my mac and router have no firewall
Angus Wathen: Unable to reach Adobe servers
Sooraj : OKay.
Angus Wathen: Please check your firewall settings ... etc
Sooraj : Okay.
Sooraj : May I know if you are on a home network?
Angus Wathen: i am on a home network
Sooraj : Could you please connecting to a wired connection?
Angus Wathen: ok give me a moment.
Sooraj : Sure.