Service Note

This FAQ addresses Akamai Download Manager 2. For information about Akamai Download Manager 3, which is used for some Adobe Creative Suite 4 product trials, see "Features of Akamai Download Manager 3" (cpsid_52767) and "Troubleshoot download issues with Akamai Download Manager 3" (cpsid_52698).

For additional help with download issues, visit the Adobe Products Download Forums.

Getting started

• What is the Akamai Download Manager?
• Which products use the Akamai Download Manager?
• I see references to the Adobe Download Manager. What's that?
• How long will it take to complete my download?
• What are the Akamai Download Manager 2 system requirements?

Downloading with Akamai Download Manager 2

• Nothing happens when I click the download link
• A blank window or a "File not found" error appears when I start to download
• A coffee cup icon appears when I start to download
• A "Server not found" or other server error appears when I start to download
• An "Add-on disabled" error appears when I start to download
• How do I resume interrupted downloads?
• I received an Akamai Download Manager error. What do I do?
• What do I do about a "malicious software" warning?
• How do I find downloaded files?

Installing my product

• How do I install my product?
• What is a 7z file?
• I get the error "The file archive part of Adobe [product name] is missing" when I run the installer
• The installer wouldn't launch or disappeared after the download completed
• I get a "Windows cannot open this file" error when I to open my download
• My computer stalls or slows when I install my download
• How do I find my serial number?
• How do I back up my download?
• How do I re-download?
• How do I remove the Akamai Download Manager?

Getting started

What is the Akamai Download Manager?

The Akamai Download Manager provides for more effective, efficient file downloads than is normally available in browsers, especially for large files. Its key features includes is its ability to resume interrupted downloads, its simplicity to install, and its compatibility across several operating system, web browser, and language combinations.

Which products use the Akmai Download Manager?

Adobe uses two versions of the Akamai Download Manager.

All Adobe Creative Suite 3 editions, Creative Suite 4 editions, and all products purchased on the Adobe store after September, 2007, use Akamai Download Manager 2.

A small number of trial versions of products downloaded from the Adobe store use Akamai Download Manager 3: Acrobat 9 Professional, Acrobat 9 Professional Extended, Dreamweaver CS4, Flash CS4, Illustrator CS4, Photoshop CS4 Extended, Premiere Pro CS4, Creative Suite 4 Design Premium, Creative Suite 4 Web Premium, Creative Suite 4 Production Premium, and Creative Suite 4 Master Collection.

For information on Akamai Download Manager 3, see "Features of Akamai Download Manager 3" (cpsid_52767) and "Troubleshoot download issues with Akamai Download Manager 3" (cpsid_52698).

I see references to the Adobe Download Manager. What's that?

The Adobe Download Manager (Adobe DLM) is used to deliver two of Adobe's most frequently downloaded products, Adobe Reader and Adobe Flash Player. For information on the Adobe DLM, see "Adobe Download Manager FAQ" (cpsid_52001).

How long will it take to complete my download?

Download times will vary based upon the size of the file you are downloading, the speed of your Internet connection, and network conditions. With a broadband connection, you should be able to download most products within 4 to 16 hours. In many cases, you will see the best performance if you allow your file to download overnight. The Akamai Download Manager will neither enhance or hinder your download speed.

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).

What are the Akamai Download Manager 2 system requirements?

See "Akamai Download Manager system requirements" (kb400530).

Downloading with Akamai Download Manager 2

Nothing happens when I click the download link.

If nothing happened after you clicked the download link, your pop-up blocker or a high security setting on your web browser may have stopped the Akamai Download Manager window from opening.

If you have a pop-up blocker enabled in your web browser or in your Internet toolbar (such as the Yahoo or Google toolbar), you must disable it to start your download. For additional information and for instructions on changing your security settings, see "Akamai Download Manager system requirements" (kb400530).

Note: The Akamai Download Manager can sometimes take up to a minute to load. Please allow time for the initial loading before assuming there is a problem.

A blank window or a "File not found" error appears when I start to download.

A blank window or a "File not found" message will appear if the Adobe Download Center detects that your computer does not meet the minimum system requirements to run the Akamai Download Manager. In most cases, Java Runtime Environment (JRE) or ActiveX controls are not enabled. To enable your web browser to run the Akamai Download Manager, see the "Akamai Download Manager system requirements" (kb400530). You may need to switch to another browser that meets the system requirements to access your download.

A coffee cup icon appears when I start to download.

The Akamai Download Manager is implemented as a Java applet in Mozilla Firefox, Apple Safari, Netscape Navigator, and Mozilla. When a Java applet runs for the first time in a web browser session, the Java Runtime Environment (JRE) must start. On most machines, the JRE will start in less than 10 seconds. On slower machines, the JRE can take a few minutes to start.

When the Akamai Download Manager installs for the first time, the Java applet requests that you accept a security certificate from Akamai Technologies. It is possible to hide this dialogue behind other windows. If the coffee cup icon does not disappear after a few minutes, then minimize open windows and accept the security certificate.

A "Server not found" or other server error appears when I start to download.

If you encounter an error such as "Cannot connect to server," "Network error. Cannot download," "Server not found," or "DNS error," this is either due to a network outage or your proxy server stripping off necessary information from the URL request.

In most cases, a network outage or network issue is preventing you from connecting to the esd.adobe.com server to download the file. After large product launches there may also be high traffic conditions that may impact network connections in your area. In this case, we recommend you either try the download again later or try the download when connected to the Internet via a different network ISP.

An "Add-on disabled" error appears when I start to download.

This error will appear in Internet Explorer if you try to start a download after you have disabled the Akamai Download Manager or if you never enabled ActiveX controls.

To enable the Akamai Download Manager in Internet Explorer 8, do the following:

1. Select Tools > Manage Add-Ons.
2. Choose Show > Currently Loaded Add-Ons.
3. Select Download Manager (DLM) Control from the list, and then select Enable.
4. Click OK.
5. Return to the Adobe download page to restart your download.

To enable the Akamai Download Manager in Firefox 3.x for Windows, do the following:

1. Choose Tools > Options.
2. In the Content pane, select Enable JavaScript and Enable Java.
3. Click the Advanced button.
4. In the Advanced JavaScript Settings dialog box, select Move Or Resize Existing Windows, and then click OK.
5. If Block Pop-Up Windows is selected in the Options dialog box, click the Exceptions button for that option. 
6. In the Address Of Web Site box, type adobe.com.
7. Click Allow, and then click Close.
8. Click OK to close the Options dialog box. 

How do I resume interrupted downloads?

If your download was interrupted, resume it by double-clicking the Start Download Manager icon on your desktop.

I received an Akamai Download Manager error message. What do I do?

For a detailed list of error messages and recommended actions, see "Troubleshoot Akamai Download Manager Errors" (kb400531).

What do I do about a "malicious software" warning?

If you receive a warning such as "Malicious software reported. If you trust the site continue to download," "Files from the Internet can harm your computer," or simply "Unable to download," this may be caused by your antivirus software. This is a known issue with Norton 360, Norton Internet Security 2006, and Windows Live OneCare. In most cases you can click in the warning window to allow the download, but in some cases you may need to disable security to download.

How do I find downloaded files?

When you started the download, you selected a destination folder for your download. While the file is downloading, the Akamai Download Manager status window displays your destination folder. For assistance with finding that folder after you have completed your download, see "Find files downloaded with the Akamai Download Manager" (cpsid_50655) or "Unable to find or start the installer after you download a product from the Adobe store (Windows Vista)" (kb402738).

Installing my product

How do install my product?

By default, some product installers will automatically start when your download completes. You can disable this in the Akamai Download Manager by clicking Details and unchecking Launch When Done.

For products with large installers, the download consists of two files, an executable (EXE) file and a 7z file. You will need to find the folder you downloaded to and launch or double-click the EXE file to install the product. On Windows, the EXE and 7z files must be located in the same folder in order to install.

Note: If you are using Vista and are unable to find the installer file, please see "Unable to find or start the installer after you download a product from the Adobe store (Windows Vista)" (kb402738).

What is a 7z file?

The 7z file is a highly compressed, downloadable archive that is used in conjunction with an EXE file to install a downloaded product. Adobe uses this technology for products with large installers. The EXE and 7z files must be located in the same folder in order to install.

I get the error "The file archive part of the Adobe [product name] is missing when I run the installer. 

As noted above, Adobe uses an EXE and a 7z file bundled delivery for products with larger installers.The 7z file is the file archive. It is larger than the EXE file and takes longer to download. This error occurs if the EXE and 7z files were not downloaded to the same directory, or if you started the installation before the 7z file completely downloaded. 

Either move the 7z file into the same folder as the EXE file or wait for the 7z file to finish downloading before you install.

The installer wouldn't launch or disappeared after the download completed.

If you downloaded using Internet Explorer 7 or 8 (IE7 or IE8) in Protected mode on Vista, your download may be virtualized. File virtualization automatically redirects your file to be saved to an area that the standard user does not have access to. In other words, you will not find your file in the destination location you selected if you downloaded in Protected mode. Please see "Unable to find or start the installer after you download a product from the Adobe Store (Windows Vista)" (kb402738) for solutions.

I get a "Windows cannot open this file" error when I try to open my download.

This error occurs if:

1. You select the 7z file in the Akamai Download Manager and click Launch. To fix this problem, launch the EXE file that is in the same folder. For more information, see I get the error "The file archive part of Adobe [product name] is missing when I run the installer.
2. The Akamai Download Manager attempts to open a PDF file and you do not have Adobe Acrobat or Adobe Reader installed. To solve this problem, download Adobe Reader.
3. Your file type programs are misconfigured or corrupted. Check your operating system help files for assistance with reconfiguring your computer's file type programs.

 My computer stalls or slows when I install my download.

Extracting or decompressing the installation files is the first step when installing a download. This process can use a lot of system resources and, depending upon your system speed and available resources, may slow your computer. Some larger downloads can take several minutes to extract. To optimize the speed of the extraction process, close all open programs or reboot your computer before installing your download.

Adobe has received reports that anti-virus software can slow the performance of an installation. If you disable your anti-virus during installation, re-enable it after your install your product.

If your download takes more than 1 hour to extract, you may want to contact Adobe Technical Support for assistance.

 How do I find my serial number?

After you purchase a download, your serial number is e-mailed to you. Alternately, you can sign in to your Adobe account to find your serial number. For additional information about finding your serial number, see "Find a product serial number" (tn_15290).

How do I back up my download?

After you install your product, Adobe recommends that you keep a backup copy of the product. To do so, burn all of the files you downloaded onto a DVD or other large-capacity storage media.

How do I re-download?

If your computer crashes and you do not have a backup copy of your product, sign in to your Adobe account to download your purchased software again. Under Purchases, click View Order History, and then follow the links to your downloads. You can choose to see a list of all your purchased downloads by product or by order date, with the corresponding serial number for each product.

For details about the Adobe store download policy, see "Adobe online store download policy" (Service Note ba0deba2).

How do I remove the Akamai Download Manager?

The Akamai Download Manager uses less than 500 KB of disk space. If you need to uninstall the Akamai Download Manager, see "Remove Akamai Download Manager" (kb400533).