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MarvinMallette
Participant
October 31, 2017
Answered

Adobe Reader DC Installer Bug - Inverted error handling

  • October 31, 2017
  • 1 reply
  • 547 views

So I recently had a co-worker try to update her Adobe Acrobat Reader DC, per instructions on a government website, and she got stuck in an install loop.

The DC installer would detect an existing up to date installation and error out, and restart the install process.

When my PC reminded me to update Acrobat XI I opted to update to the DC version, and I ran into the inverse. The installer told me a newer version was already installed. It did provide a helpful "start over" button for me to click after uninstalling the old Acrobat Reader XI.

So who do I report this bug to?

    This topic has been closed for replies.
    Correct answer MarvinMallette

    The "Adobe Reader Cleaner Tool" is an overreaction. Uninstalling from "Programs and Features" worked fine. Once done I could install the latest Adobe without issue.

    It didn't fix the problem, which was inverted error handling.

    I'm not personally having trouble anymore, I fixed the issue on my machine before I created this thread. But other people I provide support for are, or at least were. Your proposed solution will not help them resolve the problem themselves, it is something I will to do for them.

    Your solution is using a blow torch to light a cigarette. When they have this problem the Adobe Reader installer page is normally up. It is easier to uninstall from "Programs and Features", and reinstall from a browser window which is already open to the installer page. Going back to my desk, emailing a link, or printing it out and typing it into the browser of the remote machine, is more work than is necessary.

    Also, I'm not going to do your QA testing on the "Enterprise" installer to see if it has the same issue, especially not when it is more work to do so.

    1 reply

    Meenakshi Negi
    Community Manager
    Meenakshi NegiCommunity Manager
    Community Manager
    November 1, 2017

    Hi MarvinMallette,

    As you have mentioned above, you get an error message "A newer version was already installed" when trying to install the application.

    Assuming you are on Windows, please use the cleaner tool Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs on your system.

    Then restart your system and install the application from here: Adobe - Adobe Acrobat Reader DC Distribution

    Check if it installs properly this time.

    Let us know if you experience any issue or need any help.

    Regards,

    Meenakshi

    M
    MarvinMalletteAuthorCorrect answer
    Participant
    November 7, 2017

    The "Adobe Reader Cleaner Tool" is an overreaction. Uninstalling from "Programs and Features" worked fine. Once done I could install the latest Adobe without issue.

    It didn't fix the problem, which was inverted error handling.

    I'm not personally having trouble anymore, I fixed the issue on my machine before I created this thread. But other people I provide support for are, or at least were. Your proposed solution will not help them resolve the problem themselves, it is something I will to do for them.

    Your solution is using a blow torch to light a cigarette. When they have this problem the Adobe Reader installer page is normally up. It is easier to uninstall from "Programs and Features", and reinstall from a browser window which is already open to the installer page. Going back to my desk, emailing a link, or printing it out and typing it into the browser of the remote machine, is more work than is necessary.

    Also, I'm not going to do your QA testing on the "Enterprise" installer to see if it has the same issue, especially not when it is more work to do so.

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