What's covered

• Before you start
• Try a different browser
• Make sure you meet the Akamai Download Manager minimum system requirements
• Allow pop-ups 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
• Estimated download times
• Additional resources

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

Before you start

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

• I can't download a product (cpsid_83770)
• I can't download a Creative Suite or Elements trial (cpsid_83772)
• Troubleshoot Flash Player installation | Windows (tn_19166)
• Can't install Flash Player | Intel-based Mac OS (2dda3d81)
• Can't install Adobe Reader (cpsid_83641)

If after using those resources you still have problems downloading software from Adobe.com, try the troubleshooting steps in this document.

Try a different browser

Often, the easiest way to resolve failed downloads is to try the download again using a different browser.

Make sure you meet the Akamai Download Manager minimum system requirements

• For Creative Suite 5, Photoshop Elements, and Premiere Elements trials, see Troubleshoot Akamai Download Manager 3 (cpsid_52698).
• For other trials and purchased products, see Set up Akamai Download Manager 2 for Adobe downloads (kb400530).

Note: Flash Player and Adobe Reader use the Adobe Download Manager, not the Akamai Download Manager.

Allow pop-ups and cookies

Allow pop-ups 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.
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 local folder, not to a network drive. After the download completes, you can move the files to a network location, if desired.
2. Remove unnecessary files and clear your default TEMP directory to free up disc 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. Select the option to Save the file, and then open the file when it has downloaded to your hard drive.

Find solutions to error messages

Search the Adobe support website for any error messages and their solutions. 

Check whether the download is paused or stalled

• Browser-managed downloads: 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 2: Click the Details button in the Akamai Download Manager window and look at the Status and Transfer Rate. The download is progressing if the status is Downloading and the Transfer Rate is more than 0 MB/sec. If the status is Paused, click the Resume button. 

• Akamai Download Manager 3: The download appears in MB/sec under the top progress bar. The download is progressing as long as MB/sec is greater than 0. If the download is paused, click the Resume button .

 Enlarge the temporary Internet file cache

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

Enlarge the temporary Internet file cache in Internet Explorer 7 and 8 (Windows)

1. Choose Tools > Internet Options.
2. In the General tab, click the Browsing History 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 (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.)

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 may be longer. For faster downloads, avoid peak hours (9am to 6pm Eastern time). Note that demand for downloads can also be high the first week after a  product release. Some products, typically those that are about 1GB or larger, require a broadband connection for download from Adobe.com.

Note: When you order a product from the Adobe store, look below or to the right of the Delivery Method pop-up menu for the product's exact file size and a more specific estimated download time.

* Requires a broadband connection.

Additional resources

• Flash Player Help and Support
• Adobe Reader Help and Support
• Adobe Products Download Forums