Download troubleshooting

Check the account and order

Confirm you are signed in to the account used for the purchase and that the order appears in Orders. Then open the product from the Library rather than using an old bookmark or email link.

• Refresh the Library page and try the download again.
• Allow pop-ups and multiple tabs for the site if the browser blocks the file.
• Try a current browser and a direct network connection.

When a file still fails

Note the product, version, browser, operating system, and exact error. If a download link expires or storage processing is incomplete, wait briefly and retry from the Library. Contact Support if the same file fails repeatedly.