Photoshop CC: Help in 2014 doesn't work (Windows 8.1)

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  • Updated 4 years ago
  • (Edited)
Since a few days the Online help and Photoshop Support Center in Photoshop CC 2014 doesn’t work.
I click on Help in the menu and then on Online help, but the Google Chrome browser open with and error message: Error Http status 404 – The requested resource is not available – Apache Tomcat/7.0.37.

After that I choose Internet Explorer 11 as browser but no solution. The same error message appears.
I have several months a brand new desktop pc with Windows 8.1.

What can I do? The version that I have of Creative cloud is 1.7.1.418. I’m using Photoshop CC 2014, Adobe Bridge CC (64 bit) and Adobe Lightroom 5.6 (64 bit).
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Alain Boudrez

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Posted 4 years ago

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Chris Cox

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The help site (helpx.adobe.com) is working for other people. Even nonexistent pages come up with more than what you report.

It could have been a temporary outage, but it almost sounds like you are being redirected to something other than the Adobe help site. You may want to check your network, and your machine for malware that might be redirecting your network access.
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Alain Boudrez

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Hi,
For the moment its the same problem. I had several times a chat with someone of Adobe but no solution.
I follow the steps of Adobe Technical Support and I uninstall and re-install Photoshop CC 2014 but the same error message appears when I want to use the Online help in the Help menu.
I have change my default browser IE 11 into Google Chrome but no solution. Google Chrome is too slow, I delete him and choose Firefox. But the problem is still there.

However, on Monday 29 Sept. the Help was working perfectly from 09 a.m. till 02 p.m. After that the same error.
And today, Friday 03 Oct., I was lucky from 08.30 a.m. till 03.30 p.m.
Thats it. For the moment always the same error message.

Very strange is when I use the help in Photoshop CC: everything in the Help menu is working without problems.

What must I do???? Greetings, Alain.
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Chris Cox

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So something is wrong with your local system or network that makes it fail to connect to Adobe's servers. And it still sounds a lot like you are being redirected to something other than Adobe's servers.
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Alain Boudrez

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Hi,
I gonna send an e-mail to the provider about my connection problems in the Help menu of Photoshop CC 2014.
Perhaps they can help me.
I don't know what to do anymore: sometimes the Online help works for a few hours and than it stops. Why? Why always the wrong connection? Why does Adobe nothing to this problem? I send many times by chat the error message but they do not respond to this item.

I hope there is soon a solution.
Greetings and thanks for an answer by mail,
Alain Boudrez.
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Chris Cox

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The help system and web pages are working for everyone else, and you report an error different from what the Adobe servers actually report. I don't think there is anything Adobe can do about the problems on your system or your local network connection. It really sounds like your computer is connecting to the wrong server, due to malware on your system, or serious problems with your local network connection.
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Alain Boudrez

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Hi,

Thanks again for your response. After more than two weeks plod, I must conclude that Adobe is going to do nothing for me.
Why do I never got a reply or response via chat by Adobe on the error view in the browser?
I send them many times the link via chat. Not a word was said about it.
Why did the error repeat itself in other browsers such as Google Chrome and IE 11? Despite I use Firefox now, nothing has changed.

Now the error lie with my network or Internet connection! How is that possible? I always use the latest new updates.
Why does the Help menu working perfectly in Lightroom 5.6, in Bridge and in Photoshop CC?
And why is the Help menu of Photoshop CC 2014 sometimes working for a few hours sometimes in a week?

Adobe does not want to admit that they use an incorrect link.
Some friends of mine, who designing Web sites and working a lot with Photoshop, have carried out some tests this week. With different browsers.
All of them have the same problem. That's still weird, isn’t it?

I have done several deep scans with Malwarebytes, ESET Smart Security 2014 and Norton Internet Security 2014. All original programs, no cracks. Nothing was found. Should I now assume that all of these programs are worthless?

I find it very regrettable that Adobe is abandoning me and that I can’t find help elsewhere.
I am subscriber and so I pay for these programs from Adobe. Due to a permanent hearing damage I cannot make calls.
Thanks for your time and responses. I think the best of all is to close this case.
Greetings, Alain Boudrez.
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Chris Cox

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Again, the servers are working fine for other people. But something is wrong on your system or your local network that is causing the problem - and Adobe cannot solve that.

Your system is somehow connecting to something that is not Adobe's servers (because the error message you received is not the same as what the Adobe servers report). So every browser on your system is going to report the same error, because they are all connecting to the same wrong server.

Your hosts file could contain bad entries, your network provider could have a problem with their DNS server, or you could have malware on your system misdirecting you to malicious sites. We don't know the exact cause, because we are not seeing the problem, and we cannot directly inspect your computer.

Adobe cannot admit to a problem that does not exist. Other users are seeing and using the help site without any problems.

We are trying to help you by telling you that the problem is not global, and what sort of problems on your local system/network could cause such odd behavior. But since the problem is local to your system, we cannot solve the problem for you.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Have you tried restoring your PS prefs or any of the other troubleshooting steps in the following topic?

http://bit.ly/Troubleshoot_PS
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Alain Boudrez

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Hi,

I have do nothing on my PC prefs or something else. I'm 65 years old and a non professional user. Its too difficult for me to understand everything on the PC, so when it works properly I let the PC works properly. I have no intentions to change anything.

All my programs of Adobe like Photoshop CC, Bridge and Lightroom 5.6 are working perfectly. They all have the latest updates. Even Photoshop CC 2014 but in this program the "Online help" and the "Photoshop support center" in the Help menu are not working since a few weeks.
I receive always a wrong connection when I click on it.

During a chat with Adobe technical support, I follow all the steps that they told me to do. But all steps and settings on the PC were correctly.
Thanks for your time and that on a Sunday. Greetings, Alain Boudrez.
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Alain Boudrez

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Hi,

This will be the last item that I send you because there is no solution. Yet.
Last Sunday I sended an e-mail to my provider Telenet to explain my problem with te help of Photoshop CC 2014. I also have your comments added to my email.

This morning I receive an answer and at all the measurements they have performed, I had the highest results.
So, no errors on the servers by Adobe and none by Telenet.
Case closed and no solution.

Since yesterday afternoon about 4.30 p.m. the help is still working again. Why????
I hope it will be working.
Thanks for all your time and the comments I received.
Greetings, Alain Boudrez.