TechNote (Archived)

Resolve problems connecting to the Adobe website

Issue

One or more of the following occurs when you try to connect to the Adobe website or FTP site:

-- An error appears.

-- You are prompted for a login, a user ID, a password, or an account.

-- Nothing happens when you try to connect.

-- Nothing happens when you try to download.

Solutions

Do one or more of the following solutions:

Note: If, after working through all the solutions, you're still unable to connect to the website, report the problem to Adobe. For more information, see document 322957 , "How to Report a Download Problem."

Solution 1: Try downloading from another popular FTP site.

If you are unable to download from other popular FTP sites such as ftp://ftp.microsoft.com/ , ftp://ftp.apple.com/ , or ftp://ftp.netscape.com/ , your Internet connection may be unstable and you should contact your network administrator, helpdesk resource, or Internet service provider to resolve the problem. See document 323068 , "Resolve an unstable Internet connection to the Adobe website or FTP site," for more information.

Solution 2: If you receive one or more of the following messages, see document 321721 , "Alert 'Server returned extended information' or 'FTP Error 530' when you download from the Adobe FTP Site":

-- "The server returned extended information"

-- "FTP Error 530"

-- "User anonymous access denied"

-- "Too many anonymous users"

Solution 3: Use the anonymous login.

If you're using an FTP client application and are asked to enter a login and password, use the login "anonymous" and use your e-mail address as the password. For example:

Password: customer@adobe.com

If you receive the message "220-," "-220," or "Error 220" after you log in, try logging in again using a dash (-) as the first character of your e-mail address password. For example:

Password: -customer@adobe.com

Solution 4: Use a different browser or FTP client application.

Use a different browser or FTP client application, or contact the manufacturer of your web browser or FTP client application to verify the software is working as expected and is not damaged or configured incorrectly.

Solution 5: Use the technical support resources available for your browser to find a solution.

-- If you are using Microsoft Internet Explorer, search the Microsoft KnowledgeBase .

-- If you are using Netscape Navigator, search the Netscape Technical Support database .

-- If you are using Opera, search the Opera Support website .

Solution 6: Report the problem to Adobe.

See document 322957 , "How to Report a Download Problem," for instructions.

Background information

If an error message or prompt appears, or if nothing happens when you try to connect to the Adobe website, one or more of the following is the cause:

-- Your Internet connection is unstable.

-- You're using the Internet during peak activity and the additional traffic from other users is interfering with your download.

-- Your FTP client application is unable to handle long sign-on messages.

-- Your browser or FTP client application is damaged or configured incorrectly.

Note: Adobe does not support third-party software, including but not limited to browsers and FTP client applications. An FTP client application is an application that is designed primarily for accessing FTP sites. Notably, it offers no web browsing capabilities. FTP client applications are recommended only for users who are experienced with accessing FTP sites directly. Examples of FTP client applications are:

-- Fetch for Mac OS by Jim Matthews and Dartmouth College

-- WS_FTP Pro for Windows by Ipswitch