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Troubleshoot problems that occur when you download files from Adobe online services

What's covered

Connecting to an Adobe online service

Locating a file

Nothing happens or downloading stops during transfer

Finding a file after you download it

Reporting a downloading problem

Because downloading files involves many variables, you may encounter a variety of problems when downloading or installing files from Adobe online services (for example, the Adobe website ). You may be unable to connect to Adobe online services, you may not be able to find the file you need online, an error message may appear when beginning to download, a file may download very slowly or stop downloading in the middle of transfer, you may be unable to locate the file after downloading it, or you may experience errors or unexpected behavior while opening the file you downloaded. Use the following troubleshooting guidelines to eliminate your problem.

This document is intended for those familiar with basic download procedures. If you are new to downloading or if you are downloading Adobe Reader, see Related Documents. The solutions below may also resolve your download problem.

Connecting to an Adobe online service

If you cannot connect to an Adobe online service, do one or more of the following:

1. Use a different web browser or FTP client application to download.

If you receive the error, "The server returned extended information." when downloading using Microsoft Internet Explorer, your Internet proxy settings are incorrect, your Internet service provider's proxy server is down, or there is some other Internet connection problem. Use a different web browser or FTP client application to download, or contact your network administrator or Internet service provider to resolve the problem.

2. Contact your network administrator or Internet service provider.

If you receive one of the following errors in Internet Explorer or Netscape when downloading, your Internet or TCP/IP domain name server (DNS) settings are incorrect, your Internet service provider's DNS server is down, or there is some other Internet connection problem.

-- "The Internet site http://download.adobe.com was not found. Please make sure the address is correct. Could not open http://download.adobe.com "

-- "Netscape is unable to locate the server ftp.adobe.com. The server does not have a DNS entry. Check the server name in the Location (URL) and try again."

Contact your network administrator or Internet service provider to resolve the problem. See Article ID Q153967 in the Microsoft Knowledge Base at www.microsoft.com for details.

3. Use the anonymous login.

If you are prompted to enter a login name and password when connecting to the Adobe FTP site, use the login anonymous and use your e-mail address as the password. For example:

Login: anonymous

Password: customer@adobe.com

4. Type a hyphen in front of your password.

If your FTP client application freezes and displays "220-" or "-220" after you log in to the Adobe FTP site, log in again and type a hyphen (-) for the first character of your password (your e-mail address). For example:

Login: anonymous

Password: -customer@adobe.com

5. Use another FTP application.

If you are using an FTP client application to connect to the Adobe FTP site and you do not receive a prompt to enter a login name and password, use another FTP client application or contact your network administrator or Internet service provider to resolve the problem.

Locating a file

Adobe distributes a variety of files online, but not all Adobe software updates are available online. When you can't find the file you want to download, do one or more of the following:

1. Visit the developer website for SDKs.

If you need a software development file, such as a file format specification or Software Development Kit (SDK), visit http://partners.adobe.com/public/main.html on the Adobe website, or send an e-mail message to asndeveloper@adobe.com.

2. Visit the type library for fonts.

If you need fonts, visit the Type Library on the Adobe website at to view the typefaces available in the Adobe type library. Typefaces are not available for free download. To purchase them, do one of the following:

-- In the United States and Canada, buy and download from the Adobe website. (Some restrictions may apply when purchasing and downloading from the web. Please visit our website for details.)

-- Outside the United States and Canada, contact your local Adobe reseller or distributor.

3. Contact the printer manufacturer for PPDs.

If you need a PostScript Printer Description (PPD) file, do one or more of the following:

-- Use the PPD file included with your printer. Most PostScript printers include PPD files for the printer. Contact the printer manufacturer.

-- Visit your printer manufacturer's website or FTP site to obtain the PPD file.

-- If you work with a service bureau or print shop to create professionally printed documents, see if the bureau or shop has the PPD file you need.

If you still can't find the file you need, please contact Adobe Customer Service.

Nothing happens or downloading stops during transfer

If nothing happens when you attempt to download a file, or if an error (for example, "The server returned extended information," "Helper application missing") appears when you download a file, or if the file stops downloading during transfer, do one or more of the following:

1. Download at a different time of day.

Download the file when there is less activity on the Internet (for example, late in the evening, early in the morning, on weekends).

2. Contact your network administrator.

If you are downloading from a business site, contact your network administrator to determine how to configure your computer to download from behind a firewall, if one exists.

3. Contact the web browser manufacturer.

Contact the manufacturer of your web browser or FTP application to verify the software is working as expected and is not damaged or configured incorrectly.

4. Use a different browser.

Use a different web browser.

5. Check your hard disk for available space.

Make sure your hard drive has enough free hard disk space for the file you are downloading. To increase free hard disk space, delete unnecessary files and applications, then use a disk utility to defragment the hard disk.

Finding the file after you download it

If you are unable to locate the file after you download it, do one or more of the following:

1. Search the file by name.

Find the file by name, then move it to a convenient location for installation (for example, desktop). The filename appeared when you downloaded the file (for example, Hp.exe, Ardr30e.sit.hqx). For assistance, see the documentation or Help for your operating system.

2. Determine the browser's default folder for downloads.

Consult the documentation or technical support for your communications software (for example, web browser, FTP ap plication) to determine the default folder in which it stores downloaded files.

Note: When downloading from a browser, the browser normally prompts you for a location to which to save files, and it provides a default filename. To ensure you can locate downloaded files, specify the desired location and filename before downloading.

Reporting a downloading problem

When reporting a downloading problem, please specify the following:

-- Details about your web browser or FTP client application (for example, "Netscape Navigator 3.01 for Windows NT 4.0" or "Dartmouth Fetch for Power Macintosh")

-- Any error messages exactly as they appear on the screen

-- The filename and title of the file you're trying to download

Disclaimer: Adobe Systems does not support third-party software, including, but not limited to, web browsers and FTP client applications. Contact the manufacturer for assistance with third-party applications.

To report a downloading problem to Adobe, do one or more of the following:

1. Post a message on the appropriate User-to-User forum.

An Adobe representative will respond by posting a follow-up message in the same forum.

2. Contact Technical Support.

Contact Adobe Technical Support using the contact information included with your Adobe software. Or, see www.adobe.com/support for Adobe Technical Support options.


Related Documents

321721: Alert "Server returned extended information" or "FTP Error 530" when you download files from the Adobe FTP site

330983: Introduction to Adobe Reader 7.0

328652: Troubleshoot Adobe Reader download problems (6.0-7.0 on Windows)

328433: Troubleshoot Adobe Reader download problems (6.0-7.0 on Mac OS)

Document 312215
Last edited - 12/09/2005

 

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