What's covered

• Try this first
• Try this second
• Estimated download times

Try these solutions to resolve common browser, system, and connectivity problems that can interfere with successful downloads.

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Try this first

Follow the troubleshooting steps in one of the following documents—whichever applies to your download:

• I can't download a purchased product
• I can't download a trial that uses Akamai Download Manager (Including Acrobat X Pro. Not applicable to downloads in Indonesia, Malaysia, Philippines, Singapore, Thailand, Hong Kong, China, or Taiwan.) 
• Troubleshoot Adobe Download Assistant | CS5.5, Elements trials
• Installation problems | Flash Player | Windows
• Installation problems | Flash Player | Mac OS
• Can't download, install Reader | Quick fix
• Download eBooks | Adobe Digital Editions

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Try this second

If, after reading the appropriate document in the "Try this first" section, you still have problems downloading software, try the following troubleshooting steps, in order.

• Try a different browser
• Make sure your computer meets the Akamai Download Manager minimum system requirements
• Allow pop-up windows and cookies
• Check your connectivity
• Troubleshoot hard drive issues
• Find solutions to error messages
• Check whether the download is paused or stalled
• Enlarge the temporary Internet file cache

Try a different browser

Often, the easiest way to resolve failed downloads is to try the download again using a different browser. For example, if you're using Internet Explorer on Windows, try Firefox. If you're using Firefox on Mac OS, try Safari.

Make sure that your computer meets the Akamai Download Manager minimum system requirements

See Akamai Download Manager FAQ. (Not applicable to downloads in Indonesia, Malaysia, Philippines, Singapore, Thailand, Hong Kong, China, or Taiwan.)

Allow pop-up windows and cookies

Allow pop-up windows in your browser, or add www.adobe.com to your pop-up blocker exceptions list. Also, allow third-party cookies. For instructions, see your browser's documentation. 

Check your connectivity

1. Visit the Adobe website to make sure that you are connected to the Internet.
2. Temporarily disable any firewalls and antivirus software. See the firewall or antivirus documentation for information on temporarily disabling the firewall or virus check.
3. Try the download again from a different location (a different WiFi network, for example).
4. If you are trying to download using a wireless connection, try the download over a wired connection.

Troubleshoot hard drive issues

1. Make sure that you are downloading the files to a folder on your hard drive, not to a network drive. After the download completes, you can move the files to a network location, if desired.
2. (Windows) Remove unnecessary files and clear your default TEMP directory to free up disk space.
3. If a permissions error occurs, make sure that you have read and write access to the folder you’re downloading to. If you are unsure whether you have read and write access to a location, save the download to your Documents folder or to the Desktop.
4. When prompted to Open or Save the downloaded file, select the option to Save it. Then, double-click the file to open it after it has downloaded completely.

Find solutions to error messages

If you encounter a specific error number or message, search the Adobe support website for the text or error number to find a solution for that issue.

1. Go to the Search support page. 
2. Enter the error message in the Search box.
3. Select a product from the All Products pop-up menu.
4. Read any support documents that are listed in the search results for help resolving that error.

Check whether the download is paused or stalled

• Browser-managed downloads (small product downloads, such as fonts or Lightroom): Look in the progress window. The download is progressing as long as the transfer rate is more than 0 MB/sec. If it is stalled, start your download again.

• Akamai Download Manager 3 (Adobe.com Store downloads and some trial downloads, such as Acrobat X): Look for the word PAUSED in the Akamai window. If the download is paused, click the Resume button . (Not applicable to downloads in Indonesia, Malaysia, Philippines, Singapore, Thailand, Hong Kong, China, or Taiwan.)

• Adobe Download Assistant (Creative Suite and Elements trial downloads):  The Pause/Resume button is to the right of the progress bar.

Enlarge the temporary Internet file cache

If the temporary Internet file cache is too small to contain the file as it downloads, the download fails.

Enlarge the temporary Internet file cache in Internet Explorer 7 and later (Windows)

1. Choose Tools > Internet Options.
2. In the General tab, look under Browsing History and click the Settings button.
3. In the Temporary Internet Files And History Settings dialog box, increase the Disk Space To Use setting to the size of your file. (The default is 50 MB.)

Enlarge the temporary Internet file cache in Firefox 3.x and later (Mac OS) 

1. Choose Firefox > Preferences.
2. In the Advanced tab, click Network.
3. In the Offline Storage area, increase the amount of space for the cache to the size of your file. (The default is 50 MB.)

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Estimated download times

Many factors, such as the connection type and network traffic, affect download speed. The following table provides estimated download times for different file sizes at typical connection speeds. These estimates assume ideal network conditions. Your actual download time can be longer. For faster downloads, avoid peak hours (9am to 6pm Eastern time). Demand for downloads can also be high the first week after a  product release. Some products, typically applications that are about 1 GB or larger, require that you have a broadband Internet connection for download.

Note: When you order, look below or to the right of the Delivery Method pop-up menu for the file size and estimated download time.

* Requires a broadband connection.

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