Lightroom CC - No network connection, works in Classic

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  • Problem
  • Updated 8 months ago
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I'm using the latest Lightroom CC 2.1.1.    On my MacBook Pro 2018 running Mojave (latest), when running Lightroom CC it constantly displays "No network connection" and the cloud icon has an X through it.     Sometime it will start working for a short period and then disconnect again.  
 

When using Lightroom CC Classic I have no issues connecting from the same laptop.   I tried different WIFI networks and all have the same behavior, so I don't think it's something specific with the Internet connection.   My iPhone and iPad both running LR CC can connect just fine on the same network.  I'm able to access Lightroom web using Safari without issues and checked the SSL certificates on my laptop.  I have both IPv4 and IPv6 setup on my home network.   Is it possible to find out more information to get some error message to why it is unable to connect?    I'm located in the US (no country-based firewall) and using Comcast Xfinity as my provider.  

 

I really want to migrate from Lightroom classic CC to the cloud based CC solution, but this is holding me up as a showstopper.   

 

Any help would be appreciated.

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Christian Lambert

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Posted 9 months ago

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Barry Young, Director of Engineering, Lightroom products

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Can you update to the latest and see if it still happens? v2.2. just went live yesterday. 

Barry
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Christian Lambert

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Yes same issue with the v2.2 release, I updated last night and it didn't help. 
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Barry Young, Director of Engineering, Lightroom products

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1) CMD , to open up the prefs dialog
2) Hold down ALT and run Mini Report (3 options will appear - pick the report in the middle)
3) Send to byoung @ adobe . com

We can then take a look.

Barry
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Christian Lambert

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Thanks, looking at the report it looks like an SSL certificate issue trying to connect to photos.adobe.io.   I can point my Safari browser to https://photos.adobe.io and it shows the valid SSL certificate issued to Adobe, San Jose CA with the DigiCert root CA. 

If I wait long enough, eventually I find the cloud connection does work and shows in-sync, but then it goes down again later.   I have captured 2 sets of logs, one in the bad state after opening the app, and another log when it finally connected.  

Does Lightroom CC uses the system SSL root CA keychain or has its own trust store? 
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Christian Lambert

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After looking more into the SSL certificate issue, I started investigating and found the problem, but we need a solution for users which have a corporate SSL certificate in the system keychain in order to performs SSL inspection.  

It looks like for some reason when making the connection directly from the command line without using safari, our corporate software called "Netskope" is injecting its own SSL certificate in order to do some inspection of the connection.  

I have a root CA for this Netskope certificate into my system keychain, but Adobe must not be using the global Mac system keychain, therefore it does not know about this certificate and therefore shows the SSL connection error.   

From my laptop which has Netskope installed, you can see the injected Netskope SSL certificate: 
# openssl s_client -connect photos.adobe.io:443

CONNECTED(00000003)
depth=2 C = US, ST = California, L = Los Altos, O = netSkope Inc, OU = Cert Management, CN = caadmin.netskope.com, emailAddress = certadmin@netskope.com
verify error:num=19:self signed certificate in certificate chain
---
Certificate chain
 0 s:/CN=*.adobe.io
   i:/C=US/ST=California/L=Sunnyvale/O=Juniper Networks/OU=cdd5ca3a4ab2f109a5090147a...
 1 s:/C=US/ST=California/L=Sunnyvale/O=Juniper Networks/OU=cdd5ca3a4ab2f109a5090147a...
   i:/C=US/ST=California/L=Los Altos/O=netSkope Inc/OU=Cert Management/CN=caadmin.netskope.com/em...
 2 s:/C=US/ST=California/L=Los Altos/O=netSkope Inc/OU=Cert Management/CN=caadmin.netskope.com/em...
   i:/C=US/ST=California/L=Los Altos/O=netSkope Inc/OU=Cert Management/CN=caadmin.netskope.com/em...
---

From my Mac mini which does not have Netskope, it shows the correct SSL certificate.  

openssl s_client -connect photos.adobe.io:443CONNECTED(00000003)
depth=2 C = US, O = DigiCert Inc, OU = www.digicert.com, CN = DigiCert Global Root CA
verify return:1
depth=1 C = US, O = DigiCert Inc, CN = DigiCert SHA2 Secure Server CA
verify return:1
depth=0 C = US, ST = California, L = San Jose, O = Adobe Systems Incorporated, CN = adobe.io
verify return:1
---
Certificate chain
 0 s:/C=US/ST=California/L=San Jose/O=Adobe Systems Incorporated/CN=adobe.io
   i:/C=US/O=DigiCert Inc/CN=DigiCert SHA2 Secure Server CA
 1 s:/C=US/O=DigiCert Inc/CN=DigiCert SHA2 Secure Server CA
   i:/C=US/O=DigiCert Inc/OU=www.digicert.com/CN=DigiCert Global Root CA
---

As a solution, can LR CC be enhanced to also trust other root CA in the Mac system keychain for users which require a corporate SSL forward proxy?

Thanks,
Christian
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Victoria Bampton - Lightroom Queen, Champion

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I just had to say Christian, it's really refreshing to have such a good troubleshooter posting!! Great job!
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Christian Lambert

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Thanks, it's my area of expertise... I'm a network security consultant and have worked in support many years in the past. 
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Rikk Flohr, Official Rep

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Thanks for your excellent detective work, Christian. We have an open issue for this now. 
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Christian Lambert

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Thanks, I'm wondering why the Lightroom Classic does not see the issue?  Is it using the system-wide SSL certificate store maybe and it was done differently in Lightroom CC?   Any update if this will be fixed in the next release?

Thanks,
Christian
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Christian Lambert

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My company provided me the proxy SSL certificate files, is there a folder on the Mac where I can add those certificates so that the Lightroom application uses them?  Or the trust-store cannot be changed? 

Thanks,
Christian