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alpf64358020
alpf64358020
Participant
November 3, 2016
Answered

Photoshop CC 2017 will stuck downloading

  • November 3, 2016
  • 7 replies
  • 11793 views

I have been trying to update to Photoshop CC 2017 but at around 12% of the download, I am constantly getting a download error (117). I have tried different DNS servers (as this had worked when I had a similar problem with CC apps) but to no avail. I don't understand this as I downloaded and installed Bridge 2017 with no issues. This has been a major issue lately - getting various errors on certain cc updates, having to contact customer service via chat -spending valuable time trying to sort the issue.

    This topic has been closed for replies.
    Correct answer ita95075603

    After testing today I found that having Gateway AntiVirus enabled is what was killing my connection. I disabled Gateway AV and could successfully update all my CC 2017 applications.

    I found this article that explains and solves the issue perfectly.

    https://www.experts-exchange.com/questions/28943162/Our-Sonicwall-is-blocking-access-to-Adobe-Creative-Cloud-Desktop-App.html

    I did my own nslookup of ccmdl.adobe.com, swupmf.adobe.com & swupdl.adobe.com and then used the 5 IPs that returned from that as well. I also added the extra 64.86.132.146 too.

    I was able to install the CC application on a new machine and then install Photoshop CC 2017.

    I was also able to upgrade the CC application on an existing instance as well as upgrade to Photoshop CC 2017 afterwards.

    I hope this applies others. Good luck.

    7 replies

    B
    blondie63mm
    Participant
    November 9, 2016

    I solved using AdobeCreativeCloudCleanerTool and reinstalling all

    V
    vincep20276390
    Inspiring
    November 8, 2016

    I was having the same issue. I was able to download and install Photoshop after running a VPN. I think there must be an issue with the network firewall. So, there is a temporary solution: run a VPN and update like normal. At least until Adobe or whatever network software company being used figures it out.

    H
    Howardrb1019
    Participant
    November 6, 2016

    Sonicwall firewall, disabled gateway antivirus for HTTP and installed with no difficulty. Reinstated the gateway antivirus after install completed successfully. Never figured out the specific definition causing the issue.

      I
      ita95075603Correct answer
      Participant
      November 5, 2016

      After testing today I found that having Gateway AntiVirus enabled is what was killing my connection. I disabled Gateway AV and could successfully update all my CC 2017 applications.

      I found this article that explains and solves the issue perfectly.

      https://www.experts-exchange.com/questions/28943162/Our-Sonicwall-is-blocking-access-to-Adobe-Creative-Cloud-Desktop-App.html

      I did my own nslookup of ccmdl.adobe.com, swupmf.adobe.com & swupdl.adobe.com and then used the 5 IPs that returned from that as well. I also added the extra 64.86.132.146 too.

      I was able to install the CC application on a new machine and then install Photoshop CC 2017.

      I was also able to upgrade the CC application on an existing instance as well as upgrade to Photoshop CC 2017 afterwards.

      I hope this applies others. Good luck.

        alpf64358020
        alpf64358020Author
        Participant
        November 5, 2016

        Thanks but this doesn't apply to me. I'm using Mac OS and don't have an AV enabled. This doesn't explain the fact that it is only Photoshop 2017 download where the glitch is other CC apps downloaded and installed fine.

        I
        ita95075603
        Participant
        November 5, 2016

        Well that's discouraging for sure. I'd still put money on a firewall issue somewhere, not saying that Adobe is probably not to blame as well. I'd be very interested to see what happens outside your normal network environment if that were possible. Good luck and please post back if a solution was found.

          I
          ita95075603
          Participant
          November 4, 2016

          I actually was able to update to Photoshop CC 2017 at home last night with the Creative Cloud app. I tested this since I was having the same issue in the office yesterday.

          Today in the office I was able to install Photoshop CC 2017 using the Creative Cloud app after I plugged directly into our ISP line, bypassing our firewall. The install went smooth and finished just fine.

          We run a Dell Sonicwall NSA2600 firewall. My guess is some security definitions are killing the download from Adobe.

            S
            stephenf79632211
            Participant
            November 4, 2016

            see, I'm not convinced it's firewall related as the rest of my suite updated no problem at all. I would expect if one failed, they'd all fail?

            I
            ita95075603
            Participant
            November 4, 2016

            I'm with you. I agree it seems unlikely, but I've seen similar issues before with this hardware....so it makes me wonder.

            Tomorrow I'll be trying to upgrade 7 computers from CC2015.x to CC2017. Two of them are full CC Suite and 5 are just Photoshop.

            All of them will pass through my firewall so we'll see what happens. I'll send an update back once I finish all of that.

              S
              stephenf79632211
              Participant
              November 4, 2016

              Yeah, i get the same error, even had a tech guy remote desktop to me, definitely an error in the updater:

              Exit Code: 117

              -------------------------------------- Summary --------------------------------------

              - 2 fatal error(s), 0 error(s), 0 warnings(s)

              FATAL: Fatal Error '117' occurred while download

              FATAL: Error occurred in download of package (Name: AdobePhotoshop18-Support Version: 18.0.0.53). Error code: '117'

              -------------------------------------------------------------------------------------

              FYI don't bother uninstalling Photoshop 2015.5 to try and solve the issue... you'll just be left with no Photoshop at all... like i am :\

              S
              sjrwebmaster
              Participant
              November 4, 2016

              If you haven't found it already, you can re-download Photoshop 2015 from this link: http://prodesigntools.com/adobe-cc-2015-direct-download-links.html

              Adobe CC 2015 Direct Download Links: Creative Cloud 2015 Release | ProDesignTools

              This is what Adobe used to reinstall while assisting on my machine. Hope it helps.

                S
                sjrwebmaster
                Participant
                November 3, 2016

                Short of it: wait till they fix it.

                I chatted with Adobe Support and they worked remotely on my machine. Attempted to remove Adobe Application Manager (AAM) and ran cleaner tools. After an hour they suggested that there is a error in the updater and the Adobe team will be working to address it. Until then I will have to continue using 2015 version and will be notified once the updater has a fix.

                  camerond28361421
                  camerond28361421
                  Participant
                  December 2, 2016

                  I was having this problem for a few weeks, installed 2015 back to my machine and used that for a while. I believe that Adobe has solved this issue as I was able to install 2017 successfully this morning.

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