Service Note

If you receive an error message during a download or are unable to install a downloaded file, it is likely that the download was incomplete or corrupted. The following information will help to identify and resolve the problem.

 

What's covered

• Common causes and solutions for unsuccessful downloads
• Download time based on individual systems and connections
• Decrease the transmission speed before downloading
• Links to additional download help

 Common causes and solutions for unsuccessful downloads

This section deals with the common causes and solutions for unsuccessful downloads. Redownloading may solve the problem, but check the following issues and solutions to see if they may apply.

Note: Demand for downloads can be high the first week after a product release. You may be able to download faster if you avoid peak download hours (9am to 6pm EST).

If you receive an error message, we also encourage you to search the Adobe website for the specific message. Resolutions for common error messages are provided in our Service Notes.

Solution 1: The temporary Internet file cache is too small to contain the file as it downloads

Enlarge the temporary Internet file cache by doing the following:

In Internet Explorer 8 in Windows:

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

In Firefox 3.x on the Mac: 

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.)

Solution 2: The browser you are using cannot handle such a large download file

Try downloading using another browser. For example, use Mozilla Firefox instead of Microsoft Internet Explorer.

Solution 3: There is not space available on your drive to expand the installer into the default TEMP directory

Clear your default TEMP directory and free up space on your hard drive.

Solution 4: You are selecting Open rather than Save when asked if you would like to open the file or save to your computer

Select the option to Save the file, then open the file when it has downloaded to your hard drive.

Solution 5: Your computer may not have the system requirements needed to install

Check the system requirements linked to the product page on Adobe.com. You may need to upgrade your system or download the trial on another machine.

Solution 6: If you are using a modem you may need to decrease the transmission speed

Try decreasing the data transmission speed before you download.

Solution 7: There is a conflict with third-party software

You may need to remove the conflicting software or download the trial on another machine.

Solution 8: The Download For Macintosh links do not work in Windows

Right-click the link and choose Save As to download the file.

 Download times based on individual systems and connections

There are many factors that can affect the download speed, such as the connection type and network traffic. The following table lists estimated download times for different sizes of files and typical connection speeds. Keep in mind that these estimates assume ideal network conditions. Your actual download time will likely be somewhat longer.

Assuming that you have a DSL connection (512 Kbps*) or faster, you can download most Adobe type products in less than a minute and most individual products in a few hours. Broadband connections are recommended for downloading the larger suite products.

*  Kilobits per second
** Megabits per second

 Decrease the data transmission speed before downloading in Windows XP

To decrease the data transmission speed before downloading via a modem in Windows XP, do the following:

1. Choose Start > Settings > Control Panel, and open Phone and Modem Options.
2. Click the Modems tab, select your modem, and click Properties.
3. Click the Advanced tab.
4. Click Advanced Port Settings and bring the Receive Buffer slider down a notch.
5. Click OK three times, and try your download again.

After you have successfully downloaded the file you can go back and restore the buffer to its original setting.

 Links to additional download help

If you are having problems downloading or installing Adobe Reader, please visit the Adobe Reader Support Center or read:

• "Troubleshoot download problems with Adobe Reader (9.0 on Mac OS)" (kb403522)
• "Troubleshoot Adobe Reader download and installation problems (9.0 on Windows)" (kb403595)
• "Adobe Download Manager FAQ" (cpsid_52001)

If you are having problems downloading Adobe Flash Player for Windows, please read:

• "Flash Player content does not appear after a Windows update" (tn_19482).
• "Adobe Flash/Shockwave players" (tn_15332)
• "Adobe Download Manager FAQ" (cpsid_52001)

If you are having trouble using Akamai Download Manager 2 or 3 to download software from the Adobe store or to download an Adobe Creative Suite product trial, see any of the following:

• "Akamai Download Manager FAQ" (kb402065)
• "Troubleshoot Akamai Download Manager errors" (kb400531)
• "Troubleshoot download issues with Akamai Download Manager 3" (cpsid_52698)
• "Download and install Adobe trials" (tn_18759)

You can also visit the Adobe Products Download Forums.