Download the Limited Access Repair tool:
Last updated on
Aug 7, 2024
Fix the "Unable to reach Adobe servers" or "Retry installation" error when installing or updating an Adobe app.
When trying to install or update an Adobe app, your app may occasionally fail to connect with Adobe servers and run into an error. To resolve this, try these solutions in order.
Fix common network and connectivity issues
The error message indicates that you may have network connectivity or stability issues. Learn how to troubleshoot these issues.
Reset your hosts file
The operating system hosts files that map host names to IP addresses. An incorrectly configured hosts file can affect your computer's ability to connect to Adobe's activation servers.
For Creative Cloud users
Resetting the hosts file can also resolve errors such as "The Creative Cloud applications are available in trial mode" or "Trial expiration."
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Extract the downloaded file, then run the Limited Access Repair tool in Admin mode.
- Windows: Right-click the tool and select Run as Administrator.
- macOS: Double-click the tool and enter the admin credentials to continue.
Read more about using the Limited Access Error tool.
Reset the hosts file manually
If the issue is not fixed even after you run the Limited Access Repair tool, reset the hosts file manually:
Reset the hosts file on Windows
To reset the hosts file on Windows, follow these steps:
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Navigate to C:\WINDOWS\System32\drivers\etc.
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Open hosts file with a text editor such as Notepad.
Note:Run Notepad as an administrator when opening the file.
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Check for any Adobe-related entries in the hosts file.
The hosts file contains important system-related data. The hosts file contains important system-related data. Note:If the hosts file does not contain Adobe-related entries, no further troubleshooting is required. However, if there are Adobe-related entries, proceed to the next step.
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Move the hosts file to the desktop.
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Reopen the hosts file using Notepad and delete all Adobe-related entries.
Note:Make sure that you don't delete any other entries.
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Save the changes you made hosts file.
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Move the file from the desktop to the original location and select the Replace option:
C:\WINDOWS\System32\drivers\etc
The updated hosts file should not include any Adobe-related entries. Make sure not to edit any other entries. The updated hosts file should not include any Adobe-related entries. Make sure not to edit any other entries. -
This resets the host file. You can now update or install your app successfully.
Reset the hosts file on macOS
To reset the hosts file on macOS, follow these steps:
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To find the hosts file, open Finder and select Go > Go to Folder. In the box, type the following location and then press Return:
/private/etc/hosts
The etc folder contains several non-editable files, including the hosts file. The etc folder contains several non-editable files, including the hosts file. Note:If you are unable to locate the file, it means that the hosts file is hidden. Type the following command in the terminal to unhide the file, then repeat the step:
chflags nohidden /etc/hosts
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Open hosts file using a text editor such as Text Edit.
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Check for any Adobe-related entries in the hosts file.
The hosts file contains important system-related data. The hosts file contains important system-related data. Note:If the hosts file does not contain Adobe-related entries, no further troubleshooting is required. However, if there are Adobe-related entries, proceed to the next step.
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Move the hosts file to the desktop.
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Reopen the hosts file using your text editor and delete all Adobe-related entries.
Note:Make sure that you don't delete any other entries.
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Save the changes you made hosts file.
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Move the file from the desktop to the original location and select the Replace option:
/private/etc/hosts
The updated hosts file should not include any Adobe-related entries. Make sure not to edit any other entries. The updated hosts file should not include any Adobe-related entries. Make sure not to edit any other entries. -
This resets the host file. You can now update or install your app successfully.
Check and install pending operating system updates
Check for updates for your operating system and install the updates, if any. Some operating system updates may restrict outgoing Internet connectivity for security reasons. For more information, see:
Create a new administrator account
Create a new administrator account and try installing or updating the app. For more information, see:
Use the Adobe Creative Cloud Cleaner tool
Use the Adobe Creative Cloud Cleaner tool to clean up Adobe-related files from your device and perform a clean installation of your Creative Cloud desktop app. This tool is intended for advanced users. It can fix many common problems, such as removing old Adobe software, cleaning corrupt installation files, and fixing your host files to establish a connection with Adobe servers.