FREQUENTLY ASKED QUESTIONS

INSTALL CONCERNS

Download Speed

1. It’s taking a long time to download some of the Creative Cloud bundles. Is there any way to make this faster?

The Creative Cloud, as an entire product set, is over 25 gigabytes in size. The total time to download a file of that size, over a T-1 line (1.54 Mbps) is estimated to take up to 35 hours. Even with download speeds of 100 Mbps (100Base-T), it could take nearly half an hour to download all the files. In summary, it will depend on the strength and speed of your connection.

Due to the volume of files and the different bundles varying DoD Trusted Agents need, the Creative Cloud build has been broken into multiple packages—Imaging, Design, Web, and Video for the full set of applications. If you have procured Creative Cloud All Apps licenses, you will submit four separate download requests, one each for the aforementioned packages to obtain the full Creative Cloud.

License Request Timed Out

2. I could not download the file I requested before the link expired, how do I get a new link without the license request counting against me (or conflicting with the number of licenses I’m supposed to download)?

Based on how the software is bundled, hosted, and delivered, permanent-based links are not available. As a result, the automated email links that Trusted Agents in real time when they submit a download request expire after one hour if not used to start downloading. Once the download begins, it will continue to process until the file is transferred (even if that process takes longer than 1 hour). If the download fails, or you miss the time allowed to start the process, you can return to the portal and place another request. If the type and number of licenses you request matches the previous entry and aligns with what was listed by CHESS (or your corresponding DoD management), it will not incur any penalties.

3. The automated email response for license download states that the download link is only good for 60 minutes. What happens if my download stalls or is interrupted past that time?

Once a download process begins, it will continue – even if it takes longer than 60 minutes to finish downloading. However, if you need to restart the download, outside of the 1-hour window, the Trusted Agent will need to submit another download request.

4. Do software packages need to be downloaded to each machine or can they be downloaded and then distributed to other machines?

The method for network and machine-based install will vary depending on the security architecture and application management process by DoD agencies, commands, and networks. Some agencies use file share options and/or physical media discs, for example, but the chosen distribution method is determined internally. There is a Remote Update Manager option for Adobe software but access to that option is determined by your appropriate DoD network administrators.

Install Seems to Complete, then backs out – installation incomplete and/or no software installed?

5. During the installation process, I am able to run the install file. The program seems to be working to load the software; then at the end of the process everything that was installed is rolled back leaving me where I started. What is going on?

In order to ensure DoD systems comply with security standards, there may be security protocols or programs across environment that may require internal admin assistance to complete installations. Additionally, this packaging does not allow software applications to write to an end user’s “C:\Temp” drive. Many times, system administrators will attempt to install files from a shared network directory or from a shared drive on an end user’s machine. This process will not allow the software to complete the process due to the Temp drive limitation.

Workaround / correct process:

Option 1:
System administrators should copy the full zipped package to the end user’s desktop, unzip, and run the install executable from that location.

Option 2:
Copy the full zipped package to a DVD and run the installation from the end user’s DVD drive.

Apple / Mac Software

6. Our users are on Mac-based systems. How is this different from the Windows licenses?

Mac and Windows licenses are bundled in much the same manner. The bundles should contain the same mix of tools as well. The main difference is that agencies cannot always provide technical support to installs for Mac users, as these systems are typically off the DoD network. If you have a question regarding Mac installs that cannot be answered, please contact the Adobe distributor (Carahsoft) or Adobe tech support.

Single versus Full versions of Creative Cloud

7. I have a user that only needs a single copy of Photoshop installed. How can I find the right download?

The Creative Cloud includes around 20 different tools—a “full” CC license would entail downloading and installing the four bundles (Imaging, Design, Web, and Video) associated with the “Creative Cloud” main product selection, and a “single” license would entail downloading an individual product, as some of the CC apps can technically be purchased as a single license. Our team strives to provide both the full Creative Cloud bundles of applications, as well as individual packages for the main single applications on the contract for easier installation experiences.

If you only need a single application to install, you can check for the desired application in the “product” dropdown to determine if it is one of the available options. This would qualify as a “single” license in the request form, versus a “full” license, which would correspond to a Creative Cloud All Apps license (Imaging, Design, Web, and Video Tools bundles).

A list of which tools are in each bundle can be reviewed at the following link: CREATIVE CLOUD BUNDLES