What's covered
Resolve issues that occur when you download, install, update, or launch Creative Cloud apps.
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    Creative Cloud desktop app troubleshooting

    Manage download and installation of Creative Cloud products through the Creative Cloud desktop app. For general information on how to use the Creative Cloud desktop app, see Use the Creative Cloud desktop app to manage your apps and services.

    Note:

    Receive a specific error code? See: Error downloading or updating Creative Cloud apps.

    Note:

    Using Creative Suite or other non–Creative Cloud apps? See Troubleshoot download problems

    You cannot sign in to Creative Cloud, although you can sign in to your Adobe ID account.


    Sign in to your Adobe ID account. If you see a screen with the Adobe Software Agreement and Terms of Use, accept the terms of use. 

    If you have a Teams or Enterprise membership, confirm that you have accepted an email invitation from your team administrator to join Creative Cloud.

    For more solutions, see Creative Cloud activation and sign-in troubleshooting.


    Adobe Application Manager (AAM) does not auto-update to the Creative Cloud desktop application when you try to download a Creative Cloud app.


    Network and connectivity troubleshooting

    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.
    Tip:

    If you can’t locate the documentation to temporarily disable the software firewall, disable Startup items and Services. Most software firewalls are disabled using this process. For 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 troubleshooting

    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 troubleshooting

    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.

     

    App quits unexpectedly on launch

    Illustrator CC or InDesign CC crash on launch with Sync Settings enabled

    Illustrator CC crash on launch | Mac OS X 10.9

    Creative Cloud apps crash immediately on launch

     

    App launches in trial mode

    When you open an app that's part your Creative Cloud membership, you see a message stating you're running a trial. To fix this issue, see Why does app launch in Trial mode?


     
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    FAQ

    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.