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Resolve issues that occur when you download, install, update, or launch Creative Cloud apps.
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    Adobe Creative Cloud desktop app issues

    The Creative Cloud desktop app lets you download and install Creative Cloud products. Below are solutions to issues related to Creative Cloud desktop app. 


    Find links to helpful articles at the bottom of this page, including general information on using Creative Cloud desktop app, information on specific error codes, or help with Creative Suite and other non-Creative Cloud apps.

    Network and connectivity issues

    When you try to download or update a Creative Cloud app, you receive an error message that indicates you have network connectivity or stability issues. 

    Try the following solutions in order.

    1. Check your Internet connection.

    The Creative Cloud desktop app requires an Internet connection to download and update apps. Verify that you can connect to the Internet, and click Retry.

    2. Configure your software firewall.

    Software firewalls restrict access to your computer. Some software firewalls prompt you when a program attempts to access the Internet. Users have reported instances where software/hardware firewall settings caused download errors to occur. The most common error associated with this issue is error 205. Other errors could result due to the firewall’s configuration.

    • If prompted, select to allow the Adobe Creative Cloud desktop application to access the Internet.
    • If you are not prompted, disable software firewalls temporarily to determine whether they are preventing access Internet access. See your firewall software documentation for help.

    If you can’t locate the documentation to temporarily disable the software firewall, disable Startup items and Services. That will disable most software firewalls. For specific instructions on how to disable startup items and services, select your operating system from the list below.

    Windows XP

    Windows 8/7/Vista

    Mac OS X

    3. Verify your router setup.

    Routers can have built-in hardware firewall or proxy servers. To determine if a router is preventing the Creative Cloud desktop application from accessing the Internet:

    1. Temporarily remove the router from the network.

    2. Connect the computer directly to a DSL or cable modem.

      If the download proceeds, the router is preventing access. 

    3. To set up a router to allow access for future downloads, see your router documentation for instructions on setting up port forwarding from the computer. Alternatively, contact your Internet service provider or IT department.

    4. Configure hardware firewalls or proxies.

    Many organizations use a hardware firewall and proxy server that can prevent software from accessing an outside server. A hardware solution applies to all computers within the corporate network. Most home networks do not use hardware firewall or proxy technology.

    • Contact your company’s IT department to obtain firewall or proxy information.
    • Configure your browser with proxy or firewall information.
    • Configure your corporate firewall to bypass the servers. The following servers are accessed:
      • ccmdl.adobe.com:80
      • swupmf.adobe.com:80
      • swupdl.adobe.com:80

    Installation issue

    Your Creative Cloud app installation fails and you receive a message with a Learn More or Get Help link.

    1. Click Learn More or Get help to display an informational dialog box.

      Install failed get help
    2. Follow the onscreen instructions to resolve the issue.

      If you receive a specific error code while installing an app, see Error downloading or updating Creative Cloud apps.

      If this does not resolve the installation issue, you can search the installation log that Creative Cloud apps generate. For details, see Troubleshoot with install logs.

    Launch issues

    Adobe Application Manager (AAM) freezes or presents other issues.

    If you’re running Mac OS X 10.5, Windows Vista, or an earlier operating system, Creative Cloud uses a helper app called Adobe Application Manager (AAM) to download, install, and manage your Creative Cloud apps. For solutions to issues you may have when using AAM to download and install Creative Cloud apps, see Adobe Application Manager troubleshooting.

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    Here are answers to some commonly asked questions about download, install, and update issues.

    I don’t have an Adobe ID and/or am not a Creative Cloud member yet. How do I join?

    To become a Creative Cloud member, see Download and install Creative Cloud apps.

    I forgot my Adobe ID and/or my password.

    For information on obtaining your Adobe ID or password, see Adobe ID, sign-in, and account help.

    My download is very slow. How long should it take?

    Many factors, such as your connection type and network traffic, affect download speed. See Troubleshoot download problems.

    Do I have to download all products at once?

    No. Creative Cloud lets you install each app individually whenever it works best for you.

    The app I want to download is not listed in the Creative Cloud desktop app.

    Check to make sure you do not have a filter set in the Filters & Versions dropdown menu.  

    In some cases, the Creative Cloud desktop app doesn’t display all of the available Creative Cloud applications. This usually has to do with your operating system and computer. For more details, see Not all apps displayed for download.

    On how many computers can I install an app?

    You may install an app on up to two computers. If you install on a third computer, you’ll need to deactivate your Creative Cloud license on one of the other two computers. You can then reactivate one of the previous two computers. For details, see Activate and deactivate products.