Service Note

Akamai Download Manager 3 has been released for some of the the Adobe Creative Suite 4 product trials.  If you are encountering a problem with an Adobe Creative Suite 4 product trial download, please refer to, “Features of Akamai Download Manager 3” to verify whether the product is using Akamai Download Manager 2 or 3.

For troubleshooting information for Akamai Download Manager 3 please refer to, “Troubleshoot download issues with Akamai Download Manager 3.”

Getting started

• What is the Akamai Download Manager (DLM)?
• Why is Adobe using the Akamai DLM?
• Which products will use the Akamai DLM?
• How long will it take to complete my download?
• What are the Akamai DLM System Requirements?

Downloading with Akamai Download Manager

• Nothing happens when I click the download link
• A blank window or a "File not found" error appears when I start the download
• When I start downloading, a coffee cup icon appears
• "Server not found" or another server error appears when I start the download
• "Add-on Disabled" error appears when starting a download
• How do I resume interrupted downloads?
• Akamai DLM errors
• "Malicious software" warning
• How do I find downloaded files?

Installing my product

• How do I install my product?
• What is a 7z file?
• Error: "The file archive part of Adobe <product name>" is missing when I run the installer
• The installer won't launch/ has disappeared after completing the download
• "Windows cannot open this file" error when I launch my download
• My computer stalls or slows when installing my download
• How do I find my serial number?
• How do I back up my download?
• How do I redownload?
• How do I remove the Akamai DLM?

Akamai DLM FAQ

What is the Akamai Download Manager (DLM)?

The Akamai Download Manager (DLM) 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 (OS), web browser, and language combinations.

Why is Adobe using the Akamai DLM?

Adobe wants to enhance the experience for customers that purchase a download from the Adobe Store and downloading larger product trials by providing the ability to resume large downloads.

Which products will use the Akamai DLM?

CS3 Suites, and all products purchased on the Adobe store after September, 2007, use the Akamai DLM.

The following trials use the Akamai DLM: Adobe Creative Suite 4 Design and Web, Standard and Premium; Adobe Acrobat 9.0; Adobe After Effects 7.0; Adobe Technical Communication Suite; Adobe Flex Builder 3 Professional; Adobe Premiere Elements; Adobe Premiere Pro; Adobe Illustrator.

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 over night. For more information about file download and upload times, see "File download and upload times" (ServiceNote kb401037). The Akamai DLM 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 (9:00 am to 6:00 pm EST).

Nothing happens when I click the download link

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

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

Note: The 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 the 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 DLM. In most cases JRE or ActiveX controls are not enabled. To enable your web browser to run the Akamai DLM, see the "Akamai Download Manager system requirements" (ServiceNote kb400530). You may want to switch to another browser that meets the system requirements to access your download.

When I start downloading, a coffee cup icon appears

The Akamai DLM is implemented as a Java Applet in Mozilla Firefox, Apple Safari, Netscape Navigator, and Mozilla. When a Java applet is run for the first time in a web browser session, the Java Run Time 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 DLM 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 then accept the security certificate.

"Server not found" or another server error appears when I start the download

If you encounter a server 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 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.

"Add-on Disabled" error appears when starting a download

This error will appear in Internet Explorer (IE) if you try to start a download after you have disabled the Akamai DLM, or if you never enabled Active-X controls.

To enable the Akamai DLM in IE 6 or IE 7, do the following steps:

1. Select Tool > Manage Add-ons.
2. Show Add-ons That Have Been Used By Internet Explorer.
3. Highlight Download Manager (DLM) Control.
4. Select Enable.
5. Click OK.
6. Return to your Adobe download page to restart your download.

To enable the Akamai DLM in Firefox 3.0 for Windows, do the following steps:

1. Select Tools > Options
2. Click Content
3. Select Enable JavaScript, Enable Java
4. Click Advanced
5. Select Move or resize existing windows
6. Click OK
7. If Block popup windows is selected
   1. On Windows, click Exceptions
   2. In the Address of web site box, type adobe.com
   3. Click Allow
   4. Close the Allow Sites - Popups window
8. Click OK

How do I resume interrupted downloads?

If your download was interrupted, you can resume the download by double clicking the Start Download Manager icon on your desktop. For additional instructions, see "Resume Akamai Download Manager" (ServiceNote kb400532).

Akamai DLM errors

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

"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 and Online Security 2006, and Windows Live OneCare. In most cases you can click within 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 DLM 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" (ServiceNote cpsid_50655), or "Unable to find or start the installer after you download a product from the Adobe Store (Windows Vista)" (ServiceNote kb402738).

How do install my product?

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

For larger product delivery, the download consists of two files, an EXE and a 7z file. You will need to find the folder you downloaded to and launch or double-click the EXE file to install. On Windows the 7z and EXE file will need to be located in the same folder in order to install. If you are using Vista, and are unable to find your file, please see "Unable to find or start the installer after you download a product from the Adobe Store (Windows Vista)" (ServiceNote kb402738).

What is a 7z file?

The 7z file is a highly compressed downloadable archive that is used in conjunction with an executable (EXE) file to install a downloadable product. Adobe uses this technology to help install products with large installers. The 7z and EXE file will need to be located in the same folder in order to install.

Error: "The file archive part of Adobe <product name> is missing" when I run the installer

As noted above, for larger deliveries Adobe delivers a .exe and .7z file bundled delivery.The file archive is the file with the extension 7z. The 7z and exe file will need to be located in the same folder in order to install and the customer needs to wait for both files to download before starting the installation of the product. This error will occur if either:

• the .7z and .exe files were not downloaded to the same directory
• the user did not wait for the .7z file to download before starting the installation. Since .7z files are much larger than .exe files, users are tempted to start the installation prior to waiting for the downloaded to complete.

You will either need to move the .7z file into the same folder as the executable file (.exe), or else will need to finish downloading the .7z file before you can install.

The installer won't launch/has disappeared after completing the downloads

If you downloaded using Internet Explorer 7 (IE7) or Internet Explorer 8 (IE8) in Protected Mode on Vista, it is possible that your download was "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)" (ServiceNote kb402738) for solutions.

"Windows cannot open this file" error when I open my download

The Open file dialogue window appears when you or the Akamai DLM is attempting to open a file that your computer does not know how to open. This can occur if you select the 7z file in the Akamai Download Manager and click Launch. To fix this problem, Launch the executable file that appears in the same folder. For more information, see Error: "The file archive part of Adobe <product name>" is missing when I run the installer, above.

You may see this error if you do not have Adobe Acrobat, or Adobe Reader installed and the Akamai DLM attempts to Launch a PDF file.

You may also see this issue if your file type programs are misconfigured or corrupted in your computer. Check your Operating System help files for assistance with reconfiguring your computer's file type programs.

  My computer stalls or slows when installing 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 may slow down your computer depending upon your system speed and available system resources. Some larger downloads can take several minutes to extract.

To optimize the speed of the extraction process, you may want to 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 your installation. If you disable your anti-virus during installation, re-enable it after your install your product.

If your download takes over an hour to extract, you may want to contact Adobe Technical Support for assistance.

  How do I find my serial number?

After you purchased your download, your serial number would have been e-mailed to you. Alternately, you can Sign in to Your Account to find your serial number. For additional information about finding your serial number, see "Find a product serial number" (ServiceNote tn_15290).

How do I back up my download?

After you install your product, Adobe recommends that you retain a backup copy of your product. You should burn all of the files you downloaded onto a DVD or on some other large capacity backup media.

How do I redownload?

If your computer crashed and you do not have a backup copy of your product, sign in to Your Account at the Adobe Store at any time to re-download your purchased software. Just follow the instructions given above for downloading your software. To redownload your product and retrieve your serial number:

Go to the Adobe membership center and

1. Sign in to your account. If you do not remember your password, follow the directions on the page.
2. Under Purchases click the link to "View Order History."
3. Follow the links to your downloads.
4. 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 Adobe Store download policy, see "Adobe online store download policy" (ServiceNote ba0deba2).

How do I remove the Akamai DLM?

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