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Adobe Photoshop Family

4 Messages

 • 

116 Points

Mon, Apr 15, 2013 4:30 PM

Closed

Media Downloader Problems

After about 24 hours of downloading less that 2/3 (about 6000) of my files were downloaded and the Media Download keep saving it was paused because of activity at photoshop.com. When I restarted it, it started all over again, it should know what was downloaded and restart where it left off. Also skipping the jpeg files that were moved from photoshop.com would save me about 90% of the download time and not tie up photoshop.com for files I don't need download. A very poorly designed and thought out process for helping the customers who are being forced to move to Revel, manage their precious media files.

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Responses

2.2K Messages

 • 

40K Points

8 years ago

When the downloader is stopped for some reason, it should resume where it left off. I'll have someone look into this.

Pattie

736 Messages

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9.2K Points

8 years ago

Hello Patrick

If you are still having problems with the Adobe Media downloader then you can delete the cache folder

WIN : C:\Users\\AppData\Roaming\com.adobe.px.Downloader.

MAC : /users//Library/Preferences/com.adobe.px.Downloader.

Then relaunch the downloader.

However this will start download afresh. You will have to login again with your Login email and password and download will start again.

If it still gets stuck please send us the Log.txt file from the locations listed.

WIN : C:\Users\\AppData\Roaming\com.adobe.px.Downloader.\Local Store\

MAC : /users//Library/Preferences/com.adobe.px.Downloader./Local Store/
Thanks
Scott

2.2K Messages

 • 

40K Points

8 years ago

I am having the team look into this for you.

Pattie

146 Messages

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2.8K Points

8 years ago

Hello,

When Downloader paused with the activity at photoshop.com message did you dismiss that dialog or did you just quit the app with the (x) on top right.

Dismissing the dialog clears your download progress, Just close the application and next time when you launch it again it will start from where it stopped.

Hope this helps.

10 Messages

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172 Points

8 years ago

In past 8 minutes it has downloaded 7 files ... It would take ages complete the download. Can you provide a better way to get me access to my photos and videos

This reply was created from a merged topic originally titled
Adobe Media Downloader is working very slowly. I don't know what to do ... Amreek can you please help ....

2.2K Messages

 • 

40K Points

8 years ago

meanewone-

What browser are you on? Did you download adobe air prior to installing the downloader?

Pattie

10 Messages

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172 Points

8 years ago

Browser was chrome.

Yes, I did make sure that I had the latest Air version.

Suprisingly, I have been noticing lately that sometime around evening my time, it resets the login and asks to re-authenticate. After authentication, it starts from beginning ...

2.2K Messages

 • 

40K Points

8 years ago

OK we will look further into it. Thanks.

Pattie

3 Messages

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80 Points

8 years ago

"The Download has unexpectedly paused. Please check if your drive is accessible and click on “Resume” to continue your download"

1) my drive is accessible (and large)
2) Resume does nothing

I expect a better app from Adobe

146 Messages

 • 

2.8K Points

This looks like a permission issue. Are you otherwise able to create Files/Folders at the download location?

You can also try this

1. Close downloader using the (X) button on top right.
2. Right Click the Downloader Icon on Desktop and Click 'Run as Administrator'
3. Now Resume the Download.

Let me know if this helps.

Regards
Amreek

2.2K Messages

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40K Points

8 years ago

Andrew-

I will look into this particular situation for you- Thanks for your patience.

Pattie

2.2K Messages

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40K Points

8 years ago

We are aware that there is a situation that is causing some users' archiving attempts to pause part way through the process. Our team is investigating how we can avoid this situation on our side. We will contact you to try again as soon as we make some changes so that your archiving will complete without delays.

Thanks
Pattie

2.2K Messages

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40K Points

8 years ago

We have made some changes on our side that should help this situation. sorry for the delay. Please try archiving again with the Media Downloader.

Thanks,
Pattie

3 Messages

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80 Points

8 years ago

YOU STILL HAVEN'T SOLVED THE PROBLEM.

2.2K Messages

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40K Points

8 years ago

Did you see same problem again, Andrew? We did make some changes that should have improved the archiving. Did it partially download and then pause again?

Pattie

3 Messages

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80 Points

8 years ago

Yes, it paused after 18 of 100 items.