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“Update on New Adobe CC 2020 Direct Download Links”
Update on New Creative Cloud 2020 Direct Download Links
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Just an update on my last comment. I decided to contact support to get download links for Lightroom Classic 2020, and I been told that I can’t do that. Here’s the chat log:
Emmanuel: Hello Daniel. I’ll be happy to assist you. What can I help you with today?
Daniel: Hello, Can I please have temporary direct download links (offline installers) for the new 2020 release of Lightroom Classic?
Emmanuel: Let me check it for you.
Daniel: Sure
Emmanuel: Thanks for your patience. Give me a few more minutes to find the right solution for you.
Daniel: No worries
Emmanuel: I can provide you the direct download link, but for that you need to have the photography subscription in your account.
Daniel: So it only for paid subscribers?
Emmanuel: Yes.
Daniel: Ok, thank you.
Did I get a bad agent?
Well, we asked the support rep about this and were told that trial users should contact Adobe and will be helped…
Since Creative Cloud trials now require a form of payment upon sign-up (with the first 7 days free), this makes sense.
So the best we could tell you is to try again, as the ability for Creative Cloud users to get these 2020 direct download links is still fresh across the organization.
The policy is brand new and just out, so some Adobe reps may not be as well-informed as others… We recommend being politely persistent and/or trying again if the first agent you get does not seem to be aware yet.
Can you please reupload somewhere the Offline installers?
Thank you.
Sorry – we cannot copy, re-upload, or redistribute the installer files in any way, as it is against Adobe’s terms of service and thus illegal.
Generally it is also very unsafe to try to download and install any software that doesn’t come direct from Adobe.
i can’t download the new version of adobe these days or even update the old one when i use the new adobe creative cloud desktop app… after i start any download or update anything, it normally gets stuck around 40% and it kills my internet so i can’t use a the browser to go to google for example, until i cancel the 40% stuck download in the adobe creative cloud desktop app.
Hi Ahmed, your case is not unique and it’s folks like you who instead need to use direct links to download the 2020 creative apps…
Your situation is one out of many important reasons why Adobe needs to continue to provide these offline installers.
We hear stories like yours all the time where the CC Desktop app either freezes or trickles along at a snail’s pace. Does it ever give you any error code(s)? Adobe has made efforts to gradually improve operation of the Creative Cloud Desktop over the years, but ongoing reports indicate that it still clearly doesn’t work for all customers.
In fact, it’s people like you who are absolutely the reason we fight so hard for Adobe to continue providing direct download links for their products! All too often – especially in rural, remote or developing areas – a strong, fast and unlimited Internet connection is simply not the reality, and either not affordable or not available at all.
So please let us know how things go for you, now that you can get the standalone installers you need directly from Adobe customer service, as described in the article above.
Well, I managed to get a 24-hour link for LR Classic 2020. The sad part is, this time I got put through 4 different agents and some explaining – including linking to this post and quoting content from this post as well.
Wasn’t ideal, but I got there in the end.
Sorry for the hassle, Daniel – but glad to hear you got what you needed, and thanks for circling back to let us know!
We are going to follow up with Adobe management to try to get this solidified, about Creative Cloud free trial users being able to receive the new 2020 direct download links from Customer Service.
In the meantime, it’s important to note that Adobe offers a 14-day money back guarantee on Creative Cloud subscriptions…
Meaning that that anyone who purchases a new plan can get a full refund within the first two weeks after the initial payment is made, with no questions asked. In that way, Adobe would have to provide the new offline installers because you’d be a paid subscriber at that point.
In most cases, any plan cancellation can be made online without hassle. If you decide to continue your paid membership past the first 14 days, then the return period closes.
I have contacted support three times now asking for direct links. I have tried their troubleshooting tips, allowed remote access, you name it. No dice. I’m in the middle of my third tech support chat, and I suspect I’ll get sidelined again. Why are they so reticent to give paying customers access to the product and service we’re paying for? It’s ridiculous.
My latest tech support chat from five minutes ago. This is like a bad movie.
Dinesh: Hello. I’ll be happy to assist you with installation of Adobe applications.
Me: Hi Dinesh. I tried downloading the 2020 versions of Photoshop, Camera Raw, and Bridge after disabling antivirus. It’s been stuck at a low percentage all day. This is my third time to contact support on this issue. Can I please get a temporary offline direct download link for these applications? Thank you.
Dinesh: Are you on mac or windows operated computer? Please share the Operating system and version as well.
Me: Creative Cloud hogs all of my bandwidth, which is only 5MB to begin with, yet the updates never complete. I’ve repeatedly tried to allow CC to update for me for weeks now. It’s not feasible to let the app commandeer my PC for days on end. I’ve been told that direct links can be provided for customers on rural, slow, or unstable connections.
I’m on Windows 10 64bit.
Me: Are you still there?
Dinesh: Yes, I am still here.
Me: Can you help me get these apps downloaded?
Me: Have you found anything out yet?
Me: Are you still there, Dinesh?
Dinesh: Yes, I am still here, I am finding the troubleshooting step to fix this.
Me: Ok. Just checking
Dinesh: https://helpx.adobe.com/download-install/kb/failed-install-creative-cloud-desktop.html
Me: I’ve already uninstalled and reinstalled the CC desktop app four times. I also ran the Adobe Cleaner app twice to remove all traces of Adobe software. None of that has worked.
Me: I’m not getting any error codes. The apps get to a percentage update (random percentages between 7% and 40%) and then all network access stops. I can leave the app running trying to update for 8-12 hours, and the percentage doesn’t change. I eventually give up, reboot, and start all over again, getting similar results each time.
Me: The only other options I have are wiping my hard drive/reinstalling Windows or by getting a direct download link. I’m not willing to reinstall Windows. That’s hours and hours of work.
Read 7:25 PM
Now it’s back to dead air again.
I was finally directed to a page related to an expired Lightroom trial. Does Adobe tech support just copy/paste the chat into Google and provide you with whatever pops up?
Gosh Gregg, we’re so sorry to hear about all the hassle. It should absolutely be easier. It sounds like in the chat transcript you posted, the Adobe rep never directly addressed your question asking for direct download links?
We can only suggest to persistently ask for the 2020 offline installers from them. We have been told by Adobe management that the support team absolutely has access to these via their internal database and can provide them to folks like you who cannot get the apps installed the normal way.
Obviously, you have tried many different things in an effort to unsuccessfully get the new apps installed using the Creative Cloud Desktop app. You shouldn’t have to spend any more of your valuable time or bandwidth to try to fix it!
Adobe really needs to give you the direct links, and if for some reason the first rep you get doesn’t provide them after politely asking and being insistent, then we would recommend asking to be transferred to a supervisor. They definitely have the ability to redirect the chat session to another agent.
In the meantime, we are going to report this back to Adobe management so they can recommunicate to all customer service agents about providing 2020 installers to help customers such as yourself.
Wish you good luck, and please let us know how it goes from here!
@ProDesignTools
There’s no need for you to be sorry, again it’s not your fault that I am getting the runaround.
@Gregg
At one point (when I been passed around several times), I was given instructions on how to install the apps by using the desktop app… But I eventually got the link I needed.
@ProDesignTools
Sorry for the second comment, but wouldn’t it be easier for Adobe just to provide the links publicly, so that Support wouldn’t be spending all their time giving out links??
Thanks, Daniel. We agree, and have been asking and making the same case.
OK, so we just tried contacting Adobe Customer Care again ourselves this morning… Oddly, it was no problem at all to get the new 2020 installers.
We went in through this page, clicked on the “chat” icon at the lower left, and then asked: “Hello, could I please have the direct download links for Photoshop 2020 and Lightroom Classic 2020 (offline installers for Windows 10). Thank you.”
The chat did take about 20 minutes with the Adobe rep, as he checked and confirmed availability before providing the new direct download links.
So it seems the customer experience is really inconsistent here… We have contacted Adobe management about this and hope the process improves over time for all users – but in the meantime, please know that it definitely is possible!
I contacted Adobe today and they insist they don’t have this link.
Either Adobe is lying or ProDesignTools, it’s impossible for both sides to be correct !!!
We are definitely not “lying.”
The simple answer is that all of the agents seem to be aware yet. We have been told repeatedly by company sources that the new 2020 installers are now available via the internal provision system that Adobe reps use, and they have the ability and power to distribute them.
However, it is a vast support organization – so having the latest up-to-date knowledge is uneven, and customer experiences are varying.
It is best that the cards are placed on the table.
If these links will no longer be provided, it is more practical to make that clear definitely and not to let anyone wait.
Sorry to hear it didn’t work for you. But the links will still be provided and are being provided.
As noted above, we requested and received additional 2020 installers from Customer Service this morning. And some other commenters here said they’ve also received them.
Our best advice is if at first you don’t succeed, try, try again – and/or ask for a supervisor… At least until this thoroughly disseminates throughout the entire organization.
It is frustrating to hear others are getting such a runaround with this. Nonetheless, I remain thankful to the folks at ProDesignTools for going to bat for those of us who really do need direct download links. I was able to install PS 2020, along with LR 2020, from the installer links I was provided on Thursday, but now the CC App is telling me I need to update for things that have been fixed in the version I did get.
I’m sticking with my subscription as it includes the pro version of Lightroom Mobile for my phone. I really like that one. It would be 5$ a month on its own. The other 5$ a month at least lets me use the 2020 version I was able to get, as well as use the previous 2019 version.
ALL of this hassle could be resolved with a simple release of direct downloads as they have for past versions. My frustration is with whomever is responsible for making this decision for Adobe. Somehow I get the impression the folks here at ProDesignTools area as frustrated as the rest of us, if not more so. Somebody at Adobe is not communicating the agreement ProDesignTools was led to believe was as easy as simply contacting support and asking for the links.
By the way, if Adobe thinks this is the way to cut down on piracy of their products, I think it will lead to more. So many of us want to be honest and legal, and give Adobe our money, but constantly having to jump through hoops to do that is getting old.
Thanks so much for your support, Lou. Yes, it is frustrating for all those who need these links. And yes, we will continue to strongly advocate for you with Adobe on this need!
ProDesignTools is over ten years old now and we have been close Adobe partners since the beginning… When we started this site, Adobe was only a few thousand people in size, and has now grown to over 22,000 employees. It’s become a large enterprise and we do our best to keep in touch with the right people on the inside.
So there are some growing pains here unfortunately, but we are confident they will be worked through in time and that people will have a better experience going forward.
At this time, we cannot say if Adobe will be publishing the direct links publicly as they have in the past. Currently the only route to get the 2020 standalone installers is via Customer Service.
One piece of good news is that, in theory, the company should be able to provide the latest-available 2020 installers including all updates to users, whenever each app is requested. This isn’t happening yet, but we’re hopeful that it will soon.
After many exchanges with Adobe, telling them that all of the things they’re suggesting had been tried may times and failed every time, they finally sent me the temporary URLs for Lightroom Classic and Photoshop (but not for the other apps I occasionally used, e.g. Bridge and Lightroom).
I agree with everyone that Adobe should just make the direct downloads available to all without each of us individually having to personally request them. But wouldn’t it be easier and better for both Adobe and all of us users to just fix the CC desktop/Windows download problem?
Each time CC Desktop does a download, it logs the process in an install log found in Program Files(x86)/Common Files/Adobe/Installers. I’ve kept separate install logs for Photoshop, Lightroom Classic, Camera Raw and Bridge, and even though the downloads hang up at different percentages, the install logs show that they hang up at essentially the same step in the download/install process.
Assuming that Adobe is aware of that, why don’t they just look into the problem and fix it? Perhaps that’s something ProDesignTools can look into.
Hi RBS, thanks for your comment. Glad to hear you got some of the installers you needed – but why didn’t they give you all four that you wanted? Did you request the others, and if so, what reason did they give for not providing them?
On the Creative Cloud Desktop app… This is a really good question. They’ve been working on that application for years, but for some reason it still hangs up for some users. We have never been 100% certain why this happens. We’ve not had any issues with it in our offices, but are sorry to hear that the freezing is still going on for folks that have commented here, even with the recently-revamped release of the app.
Adobe does have a Help page for this issue – perhaps check it out and see if anything there fixes the problem?
Creative Cloud Application Installation Hangs/Freezes/Slows Down
Note the last suggestion item on their troubleshooting list is “Try a different download link – try downloading the application directly.”
Thank you. No, I didn’t request the direct downloads for the other apps, but I will soon. It’s interesting that the problem occurs for some Windows 10 users but not others. I have two Windows 10 computers, a desktop and a tablet, and the problem occurs on both computers. I’ve gone to the Adobe help page and tried everything they suggest multiple times, as well as what others have suggested including a direct downloaded of ACCCx5_0_0_354 (so I have the latest available CC desktop), disabling the firewall and virus apps, running PC under Safe mode, running as Administrator, running from a different network using my iPhone’s local hotspot, removing all CC apps using Adobe’s Creative Cloud Cleaner Tool, cleaning up the registry and removing all CC related entries in the registry, and changing the proxy settings and updating Windows 10 to the latest version – nothing helps, and new CC upgrades all hang up on both of my computers.
Wow. No stone unturned. That’s really something. Sorry for all the time spent, and happy you can now at least move forward.
Since this problem occurs for some Windows 10 users and not others, has anyone done a survey to determine if there is a common thread among those with and without the problem? Is it related to the computer manufacturer, or other applications running, or not running, on the computers with the problem, or the age of the computer, etc. Both my desktop and my tablet computers are Lenovo and purchased in the last couple of years. What else might be considered in such a survey?
Those are really good questions. We wish we had answers!
Maybe some other readers could share any particulars of the systems where they cannot successfully use the Creative Cloud Desktop app to download the software?
RBS, what Edition and Version of Windows are those computers running? (Start menu > Settings > System > About > Windows specifications)
Also, how often does this happen to users on Mac?
We haven’t tried to keep track of this over the years, because it’s always seemed there’s no shortage of customers who were impacted.
Windows 10 version 1909, installed one week ago
RBS, I think you are on the right trail.
That said, I also think a major factor may have to do slower, sometimes less reliable download speeds some of use. I would be interested in also hearing if anyone with faster download speeds is also experiencing this. It would rule out timing out with the Adobe servers as the main, if any, culprit.
The best download speeds I can get are 1.5Mpbs, when everything is calm around here. (Rural SW Virginia. Small community. Old telephone lines. About a half mile down a private dirt road.)
The reason I suspect this is my problem is because I have had issues with other servers, for downloading large files, like games, or graphic bundles, and they always occur on servers that do not allow me to manually resume when the download times out. Most vendors I have had this problem with usually provide me with an alternate way of downloading, one which allows for resuming a download if it does time out, and the file will eventually finish. I’m use to the long download times, usually let them run at night when I sleep. One of the trade-offs for living where I do. One I am willing to accept.
I’m not at all aware of what difference there is between the method the CC App uses, and the past direct download links uses, but my working hypothesis is however the app handles its checking how the download is going, allows for the slower Internet speeds here to time out. The CC App then reads it as a “lost connection,” or something similar, and then maybe pauses for a “resume” command that never comes. The direct link seems to not have this same problem.
I am using Windows 10 Pro 64-bit. Version 1909 OS Build 18363.476. Last fresh install on 8/14/2019. (New SSD – ALL Photoshop files installed on the SSD, but I do download to a 2nd HD.).
Intel i7-4790 CPU 4Ghz and 4 Ghz. 16gb RAM.
(Also have done EVERYTHING listed, by Adobe, as a possible solution. Uninstalled. Used the Adobe cleaner program. Reviewed the registry to remove all possible culprits. Reinstalled. Keeps hanging at 48% for me, every time. Have rinsed and repeated all of the above a number of times.)
Dec. 4 2019 – I can confirm the method above works. You have to contact Adobe directly (I used live chat) and they will happily assist you with the links which are valid for 24 hours. Thanks Pro Design Tools!
You’re welcome and that’s great to hear. 👍
CZT, it does work, just not as easily, as your experience, for everyone else. I am sure Adobe has a LOT of folks working Customer Service. For some of us we first had to jump through a few additional hoops before we were able to speak with someone who knew what we were asking for. It’s simply taking time for all customer support folks to read the memo. (38 years working as an RN, both as staff and administration, taught me not everyone reads the memos. Really important memos had to be tied to getting your check, or presented in report before the shift started.) :) My experience wasn’t as rough going as some, but not as easy as yours.
“not everyone reads the memos” – indeed, excellent point.
Hi. Yesterday I spent about 8 hours with adobe support, I contacted them 3 times for the same issue. But at the end I am still where I started, nothing has changed. Terrible experience. Now I am thinking about using the direct link, but I have a concern: Would Creative App recognize Photoshop as installed if I do not install it from the Creative App?
I have already had an issue where Creative App suddenly could not recognize anymore PS and LR as installed, I called Adobe, but they were not able to fix it and I had to reinstall Windows 10 to fix the problem.
Thanks a lot.
Welcome Raoul, sorry to hear of your experience. To answer your question, yes – the CC Desktop app should definitely recognize all Creative Cloud apps which are installed via other means, i.e., by using direct download links and standalone installers.
Raoul, I can confirm the CC Desktop app does recognize PS and LR, at least for me, from the direct links. It also keeps reminding me that there is an update to PS. (Which I can’t update. Which is why I need the Direct Links in the first place.)
Yep, it works. They gave me the links to AE and PP.
I contacted them through online chat and asked:
“Hello, I need the direct download links (offline installers) for the new 2020 releases of ___________. Could you please help me?”
They asked if I was having problems installing through CC. I said that I prefer the direct installers and that I was told they can help me with that. Then they just gave me the links in less than 10 minutes. Valid for 24 hours as other posters have already mentioned.
Thanks guys!
Good to hear! You’re welcome and glad it worked out.
Thanks for reporting your experience.
@ProDesignTools
Thanks a lot to everybody for your support! I really appreciate it.
I finally managed to solve the issue by changing the network. In this way, I was able to install the tools with the Creative Cloud app.
Raoul
Glad to hear it, and thanks for circling back here to follow up and let us know.
Yes, sometimes changing your Internet connection can help.
The problem is, not everyone has the ease or ability to do that – and it still begs the question as to why the Creative Cloud Desktop app couldn’t handle the network you had been using. Guessing that other things were working fine, yet somehow you couldn’t properly complete what you needed to with the CC Desktop app.
Your recommended method worked great. Clicked chat and had my links in under 2 minutes. Thank you for all you do for the creative digital community.
Awesome! It sounds like the process to get the new 2020 installers is getting more established and streamlined; thank heavens.
The link does not work for me. There is a link at the very bottom of the page to “get help from real people” but it just takes you to https://helpx.adobe.com/contact.html which is links to the same old Adobe help and forums and no mention of chat.
Yes, that’s the right page. Then you need to look for “Contact Us” or “Your contact options for your product or plan” at the bottom of the page, or the Chat icon at the lower right. If asked, choose the “Download & Install” category.
(If for some reason chat doesn’t work, then you can try calling instead – but of course, you can’t receive links over the phone.)