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Creative Cloud updates are too slow

Explorer ,
Mar 15, 2018 Mar 15, 2018

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Creative Cloud updates are too slow. It's 2018 and Adobe's service is so poor it is ridiculous.

Hello Adobe ... Is anyone listening?

Is Adobe planning to fix the problem or leave it like it has been since the beginning of Creative Cloud?

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correct answers 2 Correct answers

Community Expert , Nov 09, 2018 Nov 09, 2018

Yes, absolutely serious.

  

In fact, just tried another quick test with Illustrator CC...

  

1.5 GB installer file for macOS, and downloading took 42 seconds start-to-finish.

  

This is using the CC 2019 direct links with a wired Internet connection (i.e., using a cable instead of Wi-Fi)... The point is to remove as many external variables as possible (e.g., Wi-Fi speed) to test the speed & bandwidth of the actual download servers themselves.

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Community Expert , Apr 28, 2023 Apr 28, 2023

@Joseph29638474u3jo 

 

restart your computer and check if the update completed.

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Community Beginner ,
May 31, 2022 May 31, 2022

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Holy crap

« Offensive language removed by moderator in violation of ToS. »

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Community Beginner ,
Jun 26, 2020 Jun 26, 2020

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It often totally stalls or takes hours and I have at least 250mps.  BTW updating near the server doesn't count. 

Why should paying customers be plagued with this and forced into TRYING complicated work arounds. 

Bill

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Community Expert ,
Jun 27, 2020 Jun 27, 2020

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Well, "updating near the server" shouldn't be the issue... All Adobe downloads have been served for many years via Akamai, the largest CDN in the world with points of presence throughout every continent to minimize latency – so each user will automatically be served the downloaded content from the network endpoint closest to their own geographical location.

 

In other words, there's effectively more than one download server; rather there are dozens of them distributed around the globe.

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New Here ,
Mar 12, 2021 Mar 12, 2021

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Crap i have just tried to download photoshop CC fresh install and i am still waiting for it to complete and this is after 50mins.So please dont talk crap

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New Here ,
Feb 28, 2020 Feb 28, 2020

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So what I gathered from this thread is that Adobe Creative Cloud doesn't work and we should all use direct links.

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Community Beginner ,
Mar 12, 2021 Mar 12, 2021

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No, I don't think it's a good idea to use direct links.  I posted on this thread a couple-three years ago, when CC was behaving *very* badly for me.   More than a year ago CC started doing a really good job of not holding me up while it was downloading an update, and at asking my permission before installing.   

 

I'd now say that CC is at best-practice in the modern world of software updates -- kudos to the Adobe software engineers who must have worked hard -- and cleverly -- to get them to run this well, at least by comparison with .my Windows 10 installations, which are sometimes crippled (esp. for anything involving the internet) whenever a stealth-update is pending... but nevermind, when in doubt just restart Windows and you'll soon find out whether one if its (sometimes massive) quarterly updates is in progress.

As for the fresh-installation issue raised in this subthread ... Adobe products are still bloatware (as disclosed in https://helpx.adobe.com/nz/creative-cloud/kb/file-size-creative-cloud-installers.html) so ... if the Akamai filesharing service isn't working as well as it should, then you certainly won't get the best-possible download time for your internet connection (https://helpx.adobe.com/nz/download-install/kb/troubleshoot-download-problems.html#main_Estimated_do...).   And it's *possible* that your download won't complete, perhaps because of some packet-lossage or some other reason; see https://community.adobe.com/t5/download-install/long-installation-time-for-photoshop/td-p/10877435.   And your computer might be really really slow at running the installation process for some reason; and this reason may have a lot more to do with its operating system or its hardware or some heavy CPU, disk, or memory load from some other application e.g. Chrome than with anything Adobe's engineers can control... 

 

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Community Beginner ,
Mar 12, 2019 Mar 12, 2019

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cc install ps cc.JPG

Taking way too long to install. At this rate it will take a few hours.

speed.JPG

Tested my download speed.  Fast enough that it should install almost immediately!!

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Community Beginner ,
Mar 12, 2019 Mar 12, 2019

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Three hours and only 25%.  Ridiculously slow!

cc install ps cc update.JPG

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Community Beginner ,
Mar 12, 2019 Mar 12, 2019

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I should not have to go to another website and try and find the the latest update.  A tool is provided to make me aware of updates and I want to use that, but it needs to be fixed.

After six hours - 40% download!!

cc install ps cc update 2.JPG

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Community Beginner ,
Mar 12, 2019 Mar 12, 2019

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Updated finally.

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Community Expert ,
Mar 13, 2019 Mar 13, 2019

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I updated today:

  • 9:38 Pushed the "Update all" button
  • 9:41 Got message that Ps has been updated
  • 9:42 Got message that Xd has been updated.
ABAMBO | Hard- and Software Engineer | Photographer

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Community Expert ,
Mar 12, 2019 Mar 12, 2019

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Try the direct access as provided by ProDesignTools.

ABAMBO | Hard- and Software Engineer | Photographer

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Participant ,
Oct 15, 2022 Oct 15, 2022

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Adobe's servers are very clearly bandwidth capped at the ridiculous 500kBps... 

 

How do I know? I have gigabit internet and using the Resource Monitor recorded the reviewed the downstream speed that Adobe's setup program was using and then ran a speed test next to it. 

 

The speed test clocked 573.88 Mbps. The setup never exceeded 500kBps. 

 

20221015_215410.jpg

 

The speed test clocked 573.88 Mbps. The setup never exceeded 500kBps. It's Sat, Oct 15, 2022 at 22:00 Eastern Daylight Time (EDT). The US workday ended 22 hours ago on the West Coast and doesn't begin for 35 hours on the East Coast. Given it's a Saturday or Sunday on the rest of planet, there is no significant server competition globally at this hour. Yet, still 500kBps this entire time.

 

It's been disingenuous for Adobe MVP's to accuse users that their networks are inadequate while not admitting that their servers are bandwidth limited in this manner. 

 

Also, it's now 2022. This topic has been an issue for three years and internet speeds have only grown faster and broadband has only become more widely available. It is unacceptable that Photoshop and only Photoshop takes this long to download... Every other Creative Cloud program downloaded and installed near instantly on my service. However Photoshop is hamstrung by this ridiculous rate cap. 

 

Adobe, you are demonstrating bad faith to your users. Bad faith not admitting the bandwidth cap exists. Bad faith not raising the bandwidth cap when users began complaining. And bad faith in recording net income of FY2019 $2,777.83m, FY2020 $5,319.10m, FY 2021 $4,822.00m, and YTD $3,580.00m, and yet not spending any portion of those billions of dollars in profits to improve the servers users require to access your software. 

 

Frankly, I think all the previous posters who lost income due to Photoshop delays have a strong cause of action for compensatory damages as part of a class action against Adobe. 

 

These delays are unreasonable and Adobe has yet to offer even a modicum of a justification for it. Adobe is only the best because the its users continue to push the company to develop tools we need to be the best. Delays like these give us a lot of time to explore your competitors and to reflect on whether Adobe is fulfilling on the massive cost associated with its shift to a software-as-a-service cost model. 

 

If this download cap continues, more people are going to see this comment here. They will have time to consider calling their lawfirms and have time to explore the competition who I can assure you download faster I just downloaded the GNU General Public License competitor and a few others while waiting for Photoshop to update. I am still waiting after researching and composing this whole response. 

 

It's your decision Adobe and while you think it over, we'll be checking out the competition.

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Community Expert ,
Oct 15, 2022 Oct 15, 2022

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these are user-to-user forums.

 

i believe adobe has lots of servers. i'm not sure if they're distributed world-wide or concentrated in a few locations.  i know my downloads are rapid.  i'm not sure how rapid because when i update, i can't see how large the file being downloaded is.  i know the download and install is rapid, but other than that i do not know.

 

anyway, if you want to report a problem to adobe about your servers, you can do so here https://www.adobe.com/products/wishform.html

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Participant ,
Oct 15, 2022 Oct 15, 2022

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So let's be clear:

 

  • First, Adobe does monitor these forums. I know for a fact there are Adobe employees on these forums as there are people with "Adobe Employee" designated who respond in these forums (https://community.adobe.com/t5/user/viewprofilepage/user-id/10645558

  • If Adobe's official stance is that it doesn't take the forum feedback and suggestions unless they are put in a special place that is not made clear and obviously has been inadequately communicated as people continue to post here discussing errors, suggestions, comments, and feedback that isn't just user-to-user. Also, it should be noted that it's an extremely bad business practice to give users a place to discuss their dissatisfaction with the product and not monitor those discussions. 

  • Your response ignores the evidence I provided of how slow the download is. There is literally a screenshot showing the speed at which Adobe's setup.exe was downloading compared to the speed test occuring in the next window. There are enough people who are reporting issues here that you should realize that your personal downloads being rapid (or more likely you just aren't stuck waiting when that particular app is downloading) does not matter. Your experience has no bearing on the evidence of slow downloads with plenty of headroom on my broadband connection.  

  • If you can't offer solutions, you don't have definitive information, and you are criticizing those who are providing legitimate, well-documented feedback with your own ancedotal contrary experience, you are not contributing to the discussion and are hampering others who are experiencing the problem being discussed.

I recognize you may not have known that Adobe employees are on these forums, however you are designated a "community expert" so I expect that you have seen the Adobe employee users poking up here and there already. If you haven't, it's always a good policy to take some time to make sure you know what you think you know before you definitively tell someone it. Failing to do so usually will just upset the person you told the untrue information to and only serve to frustrate them further at the original issue (i.e. just like you have done here with this comment). Finally, just on a manners and etitique level, it's not considerate to deny the experience others communicate (especially so when they come with "reciepts" that their experience is different). It comes off as if you are denying that they are telling the truth and sometimes as braggadocious. You are essentially saying to me and everyone else who posted here "things are fine for me, I don't get why you're complaining". As I mentioned before, this doesn't help or solve my problem.

Next time please consider if someone has an issue that doesn't effect you and you can't help solve it for them, don't say anything.

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Community Expert ,
Oct 15, 2022 Oct 15, 2022

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Hi Phil,

 

There is no bandwidth cap on Adobe's servers. I have FiOS Gigabit Internet and just now downloaded Dreamweaver, a ~1 GB installer, via the Creative Cloud Desktop app – and it took all of 88 seconds (over Wi-Fi) from initially pressing "Install" to the download and completion of the installation.

 

In over 15 years of using Adobe software, I've never run into any issue with download speed – and I expect the vast majority of other users are the same.

 

In fact, the download servers aren't even Adobe's. Adobe downloads have been served for many years by Akamai, which "has an unmatched global network capacity of 300+ Tbps and is unparalleled at scale with over 4,200 locations and upwards of 1,400 networks that span 135 countries."

 

Lastly, you speak of "anecdotal." But your experience is no less anecdotal than mine or @kglad's, or the millions of other customers who have no problem. There are other possible reasons why download speeds could be impacted for an individual computer on a network. So it's a large burden of proof to point it specifically at Adobe [Akamai], when there are over 26 million users of Creative Cloud and less than 0.0001% of them have encountered download speed issues on this four-year-old thread.

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Participant ,
Oct 16, 2022 Oct 16, 2022

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Hi ProDesignTools, 


Thanks for your thoughts and your responses. I believe that your quick negative responses to commenters has been covering up patterns in the comments that should be pointed out. I have reviewed every comment in the thread and categorized the comments to reflect different issues that may be impacting user experience. As you will see, these categories are not something that your single experience using a direct download link downloading a single program within the CC suite can address. Please hold off on posting until you've read this entire response.

 

There are some common features to the reports that I noticed as I was reading the thread. There are commonalities about those who initially report an issue and their are commonalities about why people are getting upset with the responses being provided. I am going to summarize both sets of problems in hopes that both problems can be solved.

 

First, let's review the patterns in the initial reports and regarding the slowness that folks have experienced.

Patterns in initial reports (N=25)

  • 13 mention slowness during a whole CC download (often mentioning for the first time, new user. This slowness and these forum posts complaining about Adobe non-responsiveness to the slowness are part of their first impressions of your software and company!): johnnyå53665128, hellobub, neebedankt, Dryfly3, rcruzn, BookGirl$ (over two weeks to download CC on a new laptop), cthombor (36% in 15 minutes and then 40 min no progress, reboot helped), dave.guyre@gmail.com, quentins28655812, default79mre399pfil, rickb-sgu, cynglas, TOYSTORYLAB.

  • 7 mention slowness while downloading a single larger program full install.   tlw22, BrianGoebel, bryanf62224688, default3wddmtoblvvx, justincrossley (5 users Photoshop);  lorev54627894 (InDesign 30% after left overnight); grantl86025163 (Premiere, 37% after 4 hours)

  • 5 mention IT department, are IT admins, or mention their workplace/firm:  johnnyå53665128, neebedankt, Fred23898025890q, scottf82225499 mentions that direct links had older versions which required IT to log back in, uninstall the old ones and then reinstall the new software. Even Abambo who is critical of those who are complaining admits that a 2GB Illustrator download took 16 minutes on a shared but high speed line, much longer than expected. 



User Counts and Patterns they fit: 

A few interesting commonalities between the cases when collectively reviewed:

  • All users reporting a problem are performing the download through the Creative Cloud app (N > 25)

  • Most users use language suggestive of downloading multiple CC programs and the full initial installers instead of incremental updates (e.g. "clean install",  "new laptop", "for the first time", "fresh install") (N ~= 12 - 15)

  • Photoshop and the flagship products with bigger non-essential brushes, tools, menus, and featuresets are mentioned exclusively when a specific program is called out (Photoshop, Illustrator, InDesign, Premiere, After Effects). The smaller helpers Media Encoder, XD, Dimension, Animate, Acrobat, etc etc never are mentioned (these are usually optional howver they also aren't nearly as big so prone to drag like the others)

  • Western Europe is mentioned in a few posts (interesting in the fact that they are using different servers, have different working hours and are subject to different load balancing considerations for when their workday starts.

  • Leaving the download for overnight or weekends fails to significantly help (this presumes load is equally available in the evenings and in their local evenings as it is in the day; dynamic load distribution switching and capping to optimize streaming during off hours in that region would in fact worsen the problem in off hours)

  • IT departments, workplaces, lack of privileges are mentioned frequently suggesting that part of the frustration includes the problem that a single IT appointment doesn't give enough time to install these theings. This can effectively double or triple the install times as they are scheduling IT, waiating for an agent to help with the install, the IT person moving on because the download is too slow to wait with the user, needing to reschedule and wait for the tech to become available again, waiting for drop off or pick up their machine, or just waiting for the IT staff to get out of a meeting that they had to get to while waiting for a download. Losing IT department focus only compounds the impact of the server delay by creating knock-on cascading delays.

 

 

So now that we have a list of commalities and thought about how those commalities might be causing the problems the users are reporting, let's turn to a summary of the posts which lash out at the respondents.

 

Patterns of messages about "unhelpful" responses:

  • Discuss that the response is using a method that is unavailable or not the official method of performing the task. Telling folks to use direct downloads over and over doesn't help those who prefer or must use Creative Cloud app to update. You are choosing to ignore the issue that people are reporting and make excuses for not fixing our problem because you have a workaround that you can use. If the workplace limits internet traffic to unofficial download sites or uses filtering or blocking software they may not be even able to access your solution or if they have user permissions denying updates from non-whitelisted installers.

  • Failing to discuss the screenshots and evidence provided by users. Users have multiple times included screenshots directly showing evidence of the slow speeds. None of the responses discuss the evidence presented and instead refer to the respondents own tests on their machine or workaround link. Look at the evidence being provided and ask if you'd be satisified if those were the speeds you were seeing, don't tell us how your computer looks, talk about why our computers are showing something different.*

  • Ignoring the problem as reported. Most of the comments that draw the ire of the commenter at the respondent point out that the respondent created a strawman and then knocked him over. When the respondent uses different program, only downloads a single program, is in a different part of the world, is in a different time zone, and just glibly says "works fine here" you're not helping the person you're responding to. The commenter has a problem with an initial clean installation and yet the respondent mentions that a single program downloaded from a direct link not through CC works faster. This doesn't help explain why the Creative Cloud download for the app the commenter mentioned is slow. Stop knocking over strawmen, if you can't reporduce some aspect of the commenters problem you aren't helping to narrow the possible problems impacting the user. If you are also in Europe or using Creative Cloud or on a weekend which can help narrow the potential causes to say insufficient servers in Europe, load redistribution overnight, on an ultra fast connection and seeing ultrafast documented speeds, als o doing a clean install of the entire suite, that adds evidence that can be used to compare and contrast outcomes. (ProDesignTools, i'm looking directly at you here)


The resposnes to PhilMichigan who shows evidence, states that people shouldn't require a workaround, and updates on the progress is particularly galling. Every one of the above poor response tactics (ignoring evidence, ignoring the delivery method mentioned, and providing strawmen) is demonstrated in the responses that discuss his results. You're two for three of the bad behaviors in the responses to me so far. Look for yourself, when poeple get update at least one of these behaviors is mentioned every time.


What I'm doing here, looking for patterns, accepting the reports as stated, and trying to put myself in the commenters shoes is not rocket science, it's empathy. It's also good problem solving and reducing the problem space in helpful ways looking for reasons that these users are complaining. There are folks who have stated that they needed IT support to do the install or that they won't use an unofficial download channel, it's not a huge leap to surmise that these are institutional users and that telling them to use a workaround won't help them. At least three times, people asked that responses stop suggesting the workaround and fix the primary update method. In four years only for a brief period is there a gap where new posters weren't adding complaints. That's the brief period that things were working well, that people are back on this thread suggests something new is causing delays that is likely similar to what was happening before. Saying it works for you is just as unhelpful now as it was then.


Adobe should be worried about the way that threads like this reflect on their business. A toxic forum culture where power users punch down at new users is not a company that cares about its users. A company that doesn't monitor its forums or whose power users tell others that they don't review the forums (even if its untrue) is not a company that you want to be in an endless SaaS payment model, dependent on their slow servers, watching their profits reports in the stock market, while you are waiting for updates to restart your work and with no evidence of responding to consumer concerns.


Adobe has already pissed off its user base enough by making the SaaS change. The resentment is palpable in this forum. Not responding to users and letting the toxic power users respond without any employee input and without addressing the rudeness helps zero in retaining these customers. There's a reason that people post here about using Adobe because its an industry standard and near mandatory not out of devotion or loyalty. It's the attitude Microsoft displayed very shortly before anti-trust actions were taken against them. The SaaS model has felt like blackmail payments since it started.

 

At some point, we're just going to stop commenting and stop paying if all we get for having notified Adobe of problems we're experiencing is a punch from a goonish power user that they don't have a problem. These are unhelpful knee jerk defenses of indefensible failures to address user concerns, You're only making me even more fed up than I was before I ventured onto the forums waiting for my updates. You all encouraged me to openly discuss the need for real competition, anti-trust, and an end to the abusive SaaS model. You all through this interaction have made me angrier at Adobe and the toxic culture it has not improved at all in the last five years I've been on these forums. You all have made me want to raise red flags so newer users can see what they're getting into before they have sunk so much money in. I think we users need to get over the "sunk cost fallacy" and start turning to the competition because this nonresponsiveness and extremely toxic culture is proving to me repeatedly that they have no interest in changing.


*This specifically is why I'm incensed enough to waste so much time breaking down why all the responses are inadequate, in bad faith, and infuriating. Unless you face the fact that users are demonstrating how bad it is, you're just making excuses and not addressing their problems.

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Participant ,
Oct 16, 2022 Oct 16, 2022

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Correction: "Look for yourself, when poeple get update upset at least one of these behaviors is mentioned every time."

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Community Expert ,
Oct 16, 2022 Oct 16, 2022

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@philc30713433,

 

RE: your response to my post

 

it is incorrect on numerous points, and possibly every point.  namely,

 

  • the adobe employees that monitor forum activity have no say in adobe policies that do not affect the forums.  ie, they are forum specialists.  further, there are over 20,000 adobe employees working from more than 1 location, https://www.adobe.com/about-adobe/contact/offices.html.  so, a forum specialist is not likely to encounter a specialist that could help with your issue.  but more importantly, they don't have time do deal with all issues that should be handled elsewhere.  they rely on people like @ProDesignTools and myself to do that.
  • adobe provides a link for users to make suggestions and point out problems.
  • i, in fact, allowed for your experience to be different than mine.
  • and i offered that link so you could report your problem.

 

the above 4 points state the errors in your first 4 points. i doubt there's reason to read any more of your message and indicate the errors, because you appear to have reached your conclusion and nothing will change it, and more important get you to take the needed steps to address your problem.

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Community Expert ,
Oct 16, 2022 Oct 16, 2022

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Phil, the first sentence of your first post here yesterday began with a very big claim: "Adobe's servers are very clearly bandwidth capped at the ridiculous 500kBps..."

 

That assertion would seem easily dispelled by the simple fact that the vast majority of customers have no such experience. By your own count, only 25 people have posted various speed issues to this thread over 4+ years.

 

What I just wrote about Dreamweaver 2022 above was downloading the standard way through the Creative Cloud Desktop app, not by using direct links.

 

In any event, all direct links on the ProDesignTools site come from official Adobe servers, not unofficial download sites or non-whitelisted installers. And, the newest 2022 direct download links are currently available, for anyone who wants or needs them.

 

We volunteer in these forums to try to help people out. But it's not possible to diagnose all issues with networks and download speeds remotely – especially within corporate networks which might have local policy restrictions in force, as you point out – so we try to give possible workarounds or solutions which have worked for others.

 

However, if that doesn't work for you or you want more, then the right channels are still to take any concerns or issues to Adobe directly by contacting their Customer Care channel and/or by submitting product feedback to the actual engineers, who do not read these boards.

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Community Beginner ,
Nov 23, 2019 Nov 23, 2019

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I"m 4 hrs into the latest Premiere Pro update and its sitting at 37%.    Adobe is a joke.  

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Participant ,
Nov 25, 2019 Nov 25, 2019

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The latest version of Creative Cloud Desktop (now an html page) has finally solved this isssue for me, at least. Updating to the latest versions of all the CC apps has been fast and efficient. Praise where praise is due.

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New Here ,
Dec 02, 2019 Dec 02, 2019

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For me, the downloading of the programs takes FOREVER.  But using them too is a headache.  A lot of the time PS locks up and I have to use task manager to get out of it and there goes all me work!  I don't think we have fast enough processors in our computers.  I'm stumped.  😞 

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Community Beginner ,
Dec 30, 2019 Dec 30, 2019

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Hello, I recently bought a new laptop and for two whole weeks I've been attempting to download the creative cloud desktop, but to no avail. It's really frustrating and no matter what I try it's just ridiculosly slow. I've read other posts pertaining to the same issue. As well, I've read the "so called" solutions given and NONE of it works. A simple download shouldn't take hours, days, or weeks to complete. Customers are paying for subscriptions and all the extras "do this or that" shouldn't even be relevant, it's a download for God's sake! Adobe needs to get on the ball and fix this issue ASAP. Posts on the issue go as far as back as 2017 (that I've seen) it's now a day shy of 2020 and the problem still remains? I'm seriously thinking about cancelling my subscription and purchasing another editing software.

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Community Beginner ,
Jan 20, 2020 Jan 20, 2020

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My CC update got to "39%" after about 15 minutes, and didn't make any progress for the next 40.  I'm planning to shut down & restart Windows.  This thread convinces me that there's no point in looking for any tech-fix other than the usual strategy on a Windows box: "If at first you don't succeed, reboot and try again." I'll be sad to say goodbye to Acrobat, as I have been very satisfied with most of its versions for the last couple of decades.  (v5.0 was of particular interest to me, as it used one of my patents in its DocBox ;-).  But: CC has annoyed me significantly at least once per year since its introduction. It has given me a very poor start on my "Adobe Experience" in 2020.

Annotation 2020-01-21 070631.jpg

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