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sttaska
Participant
April 7, 2025
Answered

Problem with downloading Adobe Cloud

  • April 7, 2025
  • 1 reply
  • 372 views

Hi,

I'm the admin for our team organization, and one of our users is having trouble downloading the Adobe Creative Cloud app—or even a single program. The installation seems to freeze and won’t complete.

I also noticed that her account is listed as a Federated ID, while the rest of the team is using Adobe IDs.

Not sure if that could be part of the issue.

 

 

 

Correct answer Anshul_Nautiyal

Hi @sttaska,

 

Thank you for reaching out.

Based on your query, one of your end users is experiencing issues downloading the Adobe Creative Cloud app or any individual program. The installation appears to freeze and does not complete.

Please try the following steps to resolve the issue:

  1. Try clearing your browser’s cache and cookies, then restart it and try the download again.

  2. Sign out of the Creative Cloud Desktop App and sign back in using the correct Adobe ID (not a Federated ID).

  3. Verify the user’s Adobe ID is correctly licensed for Creative Cloud for Teams in the Admin Console.

  4. Ensure the user is downloading the Creative Cloud Desktop App from the official Adobe website.

  5. Verify that there are no network restrictions, firewalls, or security settings interfering with the download.

  6. If possible, test the installation on a different network or temporarily disable antivirus/firewall software, as per your IT policy.

  7. Check for any VPN or proxy settings that might be blocking Adobe services. Ensure ports 443 and 80 are open.

Additionally, please confirm if the user encounters any specific error codes during the installation. If so, refer to the following document for troubleshooting download and update errors:
https://adobe.ly/3Ef8lwX

You can also try creating a single-app package via the Admin Console and deploying it directly to the user’s device:
https://adobe.ly/3R98kh4

 

It’s also important to note that Creative Cloud for Teams does not support Federated IDs or Enterprise IDs. More information on identity types can be found here:
https://adobe.ly/4j95HIj

To resolve the identity mismatch:

  • Remove the Federated ID user from the Admin Console.

  • Re-add the user using a valid Adobe ID (personal or business email).

  • Assign the appropriate license once the user has been added back.
    You can follow this guide for managing users:
    https://adobe.ly/3Eaz25X

If the issue persists after trying the steps above, you may use the Adobe Creative Cloud Cleaner Tool to remove any partially installed or stuck components:
https://adobe.ly/42zTTZJ


After running the tool, restart the device and attempt the installation again.

Please let me know if the issue continues after trying these steps, and I will be happy to assist further.

Regards,
^AN

1 reply

A
Community Manager
Anshul_NautiyalCommunity ManagerCorrect answer
Community Manager
April 7, 2025

Hi @sttaska,

 

Thank you for reaching out.

Based on your query, one of your end users is experiencing issues downloading the Adobe Creative Cloud app or any individual program. The installation appears to freeze and does not complete.

Please try the following steps to resolve the issue:

  1. Try clearing your browser’s cache and cookies, then restart it and try the download again.

  2. Sign out of the Creative Cloud Desktop App and sign back in using the correct Adobe ID (not a Federated ID).

  3. Verify the user’s Adobe ID is correctly licensed for Creative Cloud for Teams in the Admin Console.

  4. Ensure the user is downloading the Creative Cloud Desktop App from the official Adobe website.

  5. Verify that there are no network restrictions, firewalls, or security settings interfering with the download.

  6. If possible, test the installation on a different network or temporarily disable antivirus/firewall software, as per your IT policy.

  7. Check for any VPN or proxy settings that might be blocking Adobe services. Ensure ports 443 and 80 are open.

Additionally, please confirm if the user encounters any specific error codes during the installation. If so, refer to the following document for troubleshooting download and update errors:
https://adobe.ly/3Ef8lwX

You can also try creating a single-app package via the Admin Console and deploying it directly to the user’s device:
https://adobe.ly/3R98kh4

 

It’s also important to note that Creative Cloud for Teams does not support Federated IDs or Enterprise IDs. More information on identity types can be found here:
https://adobe.ly/4j95HIj

To resolve the identity mismatch:

  • Remove the Federated ID user from the Admin Console.

  • Re-add the user using a valid Adobe ID (personal or business email).

  • Assign the appropriate license once the user has been added back.
    You can follow this guide for managing users:
    https://adobe.ly/3Eaz25X

If the issue persists after trying the steps above, you may use the Adobe Creative Cloud Cleaner Tool to remove any partially installed or stuck components:
https://adobe.ly/42zTTZJ


After running the tool, restart the device and attempt the installation again.

Please let me know if the issue continues after trying these steps, and I will be happy to assist further.

Regards,
^AN

S
sttaskaAuthor
Participant
April 8, 2025

Hi Anshul, 

Thank you for the answear! I`ll try the steps and I hope it will work for me! 🙂

A
Community Manager
Anshul_NautiyalCommunity Manager
Community Manager
April 8, 2025

Hi @sttaska,

Please go ahead and try the steps when you can, and let me know if the issue continues—we’ll get it sorted together.

Regards,

^AN

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