Issue

When you use the Adobe website or FTP site, one or more of the following occurs:

• Nothing happens when you try to connect or download.
• An error message appears when you try to connect or download.
• A file transfer pauses intermittently while downloading.
• A file stops downloading before the download is complete.
• An error message appears when you try to run or open a downloaded file.
• Your computer unexpectedly disconnects from the Internet.

Solutions

Do one or more of the following solutions:

Solution 1: Contact your service provider.

Contact your local telephone company or your cellular service provider for assistance with checking line clarity or with temporarily disabling telephone service features that may interfere with your Internet connection.

Solution 2: Contact your ISP.

Contact your Internet service provider to verify your connection to the Internet is stable.

Solution 3: Visit the Adobe download support page.

If you are certain your Internet connection is stable and you still encounter problems when downloading from the Adobe website or FTP site, visit the Adobe website at www.adobe.com/support/downloads/help.html for additional solutions.

Background information

An unstable Internet connection is the most common cause of problems that occur with large file downloads, such as downloads of complete, retail versions of Adobe applications, or tryout versions of Adobe applications larger than 4 MB. To successfully download files from any website or FTP site, you must have a stable connection to the Internet. You can test whether your Internet connection is stable by downloading files from popular sites other than Adobe's, such as www.microsoft.com/ and www.apple.com/ . If you can successfully download files from other popular sites, your Internet connection is likely to be stable, and you should be able to successfully download files from the Adobe website or FTP site. The transfer rate of your downloads should be at least 1.0 Kbps for the entire duration of your download. Most web browsers will show you the rate of transfer during file downloads.

You are more likely to have a problem with your Internet connection if one or more of the following are true:

• Your rate of transfer drops below 1.0 Kbps at any time during a download.
• Your download pauses for more than 60 seconds at any time.
• Your download pauses for more than 15 seconds more than once.
• You are connecting to the Internet using a cellular telephone.
• You are connecting to the Internet using a standard, land-based telephone line that sounds noisy when it is used for voice communications.
• You forgot to temporarily disable any telephone service features that may interfere with your Internet connection, such as Call Waiting.
• Your computer unexpectedly disconnects from the Internet at any time.

Note: Adobe does not support third-party software, including, but not limited to, web browsers and FTP client applications. An FTP client application is an application that is designed primarily for accessing FTP sites. Notably, it offers no web browsing capabilities. FTP client applications are recommended only for users who are experienced with accessing FTP sites directly. Examples of FTP client applications are Fetch for Mac OS by Jim Matthews and Dartmouth College, and WS_FTP Pro for Windows by Ipswitch.

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