Troubleshooting the Creative Cloud Connector

** (PhotoShelter for Brands was known as “Libris by PhotoShelter” until June 2020 - Branding on plugins will update soon.) ** 

I’ve installed the Connector, but I can’t open or place PhotoShelter files with it
You likely need to update your applications to the latest version of Creative Cloud.

1. Open the Adobe Creative Cloud application
2. Update InDesign, Photoshop, and Illustrator to their latest versions
3. After the updates have finished, uninstall the CC Connector
4. Reinstall the CC Connector
5. Retry opening or placing PhotoShelter files

I'm seeing an "Unable to activate with the license key provided" error

This error will show if either:

1. You've entered the license key incorrectly, such as an extra character. Check that you copied/pasted the right thing. Sometimes, you may need to manually type the license key to be sure there are no extra invisible characters picked up when using copy/paste.
2. There isn't access to the licensing server for the plugin. This could be because of a firewall. Make sure https://licensing.siliconpublishing.com is whitelisted. It uses the standard https port, 443.
3. You use a proxy, and the Connector hasn't auto-detected its settings. To configure your proxy, edit the SCxxx.properties file for your Connector. (i.e. SC.properties or SCLibris.properties, etc.) This file can be found at

Mac: /Users/username/Library/Preferences/SiliconConnector/SCxxx.properties

Windows: C:\Users\username\AppData\Local\SiliconConnector\SCxxx.properties

My files are “Temporarily Unavailable”
Your session has expired and you need to log in again:

1. Choose Log Out from the Connector flyout menu
2. After the confirmation, open the flyout menu again and choose Log In
3. Enter your PhotoShelter email and password

My PhotoShelter files are “Not Authorized” or “Inaccessible” in the InDesign Links window
If you’ve just re-opened an InDesign file you were working on earlier, your PhotoShelter files may be listed as “Not Authorized” in the Links window. This is normal; the links will update as soon as you start using the CC Connector again.

I’ve installed the Connector and logged in, but I can’t see any of my PhotoShelter files
You don’t have PhotoShelter Admin or Editor access to that account. 

I’ve installed the Connector, but I'm having an issue that's not covered above

If you find a bug or are having a reproducible problem, you may need to send a debugging log file to the PhotoShelter Technical Support team. To get a log file:

1. Open the Connector in the Adobe application you're experiencing the problem in
2. Open the Connector flyout menu and click Preferences
3. Turn on the Write to log file option, then close the Preferences panel
4. Work through the steps that lead to the problem
5. Retrieve the log file (e.g. Libris_log.txt) from the Connector files folder (e.g. Libris_connector_files) in your computer's Documents folder, and send it to PhotoShelter Technical Support with a description of the issue you're experiencing
6. Return to the Preferences panel and turn off the Write to Log File option

If you need to create a log for another problem, click the Clear Log File button in the Preferences panel, then repeat the logging process above.

Note: please do not leave the Write to Log File option turned on after you've sent the log file to Technical Support. The logging process writes a lot of debugging information to disk, and Connector performance will suffer if it's left on.