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

Creative Cloud desktop app issues

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

Note:

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

Error Solution
Error 201 Occurs when the download is paused and when the server response is poor. See Network and connectivity issues, below.
Error 204 Occurs when there is a problem accessing a critical file/directory during download.
Error 205 When segment validation fails again and again, the file is assumed to be invalid. See Network and connectivity issues, below.
Error 206 Occurs when network connection is unavailable or server is unreachable. See Network and connectivity issues, below.
Error 207 Occurs when there is no response from the server (if there is a timeout), HTTP intermittent errors, or dead connections. See Network and connectivity issues, below.
Error 403 See Download error 403 launching Adobe Creative Cloud.
Error 1001 See Error: "Failed to install" Creative Cloud desktop app.
Error 1002 See Error 1002: Creative Cloud desktop failed to update
Error 1 See Error: "Failed to install."
Error 2 See Code 2 failed updating Creative Cloud desktop app.
Error 50 See Uninstall the Creative Cloud desktop app.
Error A12E1 See A12E1 error installing Creative Cloud products.
You cannot sign in to Creative Cloud, although you can sign in to your Adobe ID account. See Troubleshoot connectivity issues.
Creative Cloud desktop app does not open or hangs during installation
See App doesn't open | progress wheel spins continuously.
Creative Cloud installations fail or hang at 42% See Error: "Failed to install."

Network and connectivity issues

Issue

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. 

Solutions

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 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.

Note:

If you can’t locate the documentation to temporarily disable the software firewall, disable startup items and services. This disables 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

If none of the solutions above resolves the issue, you can try downloading the application directly. You'll need to enter your Adobe ID and password to access the site.

Installation issues

Issue

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

Solution

  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 install issues with log files.

Launch issues

Issue

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

Solution

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 Troubleshoot Adobe Application Manager download and installation issues.

Issue

App quits unexpectedly on launch.

Solution

If the app that quits is Illustrator CC or InDesign CC, see Illustrator CC or InDesign CC crash on launch with Sync Settings enabled or Illustrator CC crash on launch | Mac OS X 10.9.

For all other apps that quit on launch, see CC applications close immediately after launch.

Issue

App that's part of your Creative Cloud membership launches in trial mode.

Solution

FAQ

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

I don’t have an Adobe ID or I 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 or my password.

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

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 that you do not have a filter set in the Filters & Versions menu.  

Sometimes, the Creative Cloud desktop app doesn’t display all 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 can install a Creative Cloud app on up to two computers. If you want to install on a third computer, you need to deactivate your Creative Cloud license on one of your previous machines. For details, see Activate and deactivate Adobe products.

This work is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 3.0 Unported License  Twitter™ and Facebook posts are not covered under the terms of Creative Commons.

Legal Notices   |   Online Privacy Policy