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T
Tundra Bear
Participating Frequently
August 6, 2020
Question

Unable to install Acrobat Reader DC and Clean tool goes unresponsive

  • August 6, 2020
  • 1 reply
  • 1660 views

When I attempt to install Adobe Reader DC, the installation fails, presenting the following error message: "Uninstallation of the patch package is not supported".

 

I have attempted to run the Adobe Reader DC clean tool. The tool indicates that there there are no program files for Adobe Reader DC, but still allows me to select "next" to commence cleaning. I select "next" and the clean program advises me it is starting to clean, but immediately goes unresponsive (verified in Task Manager) and it never completes.

 

I seem to be stuck with a partial installation of Adobe Acrobat DC that is preventing (re-installation) of a new version and also preventing the clean tool from running.

 

OS: Windows 10 Pro, Version 10.0.19041 Build 19041 (64 bit)

CPU: Intel Core i7-4790K CPU @ 4.0 GHz

BIOS: MSI UEFI BIOS

MoBo: MSI z97 MPower (MS-7915)

OS HD: Samsung 850 Pro - 512 GB

4519019287725242

Physical RAM: 32 GB

Available Physical RAM: >23 GB

 

Other Adobe Products Installed:

- Adobe Application Manager

- Adobe Photoshop Elements 13

- Adobe Premiere Elements 13

 

This topic has been closed for replies.

1 reply

Amal.
Community Manager
Amal.Community Manager
Community Manager
August 7, 2020

Hi Tundra_Bear

 

We are sorry for the trouble. As described you are unable to install the application.

 

As you have already tried using the Acrobat cleaner Tool and reinstalling the application with no success.

 

Please try to create a new test user profile with dull admin rights on Windows or enable the root accoount in Mac and try using the application there and check

 

You may also take a look at the help page https://helpx.adobe.com/in/acrobat/kb/update-errors-acrobat-reader-windows.html and see if that works for you.

 

 

Let us know how it goes.

 

Regards

Amal

 

T
Tundra BearAuthor
Participating Frequently
August 7, 2020

Hello Amal,

I created a new local account with full admin rights. I tried installing Acrobat Reader DC from the new account. The installation failed in the same way that it fails in my normal account.

 

What next?

T
Tundra BearAuthor
Participating Frequently
August 7, 2020

Hello Amal,

Note: I also tried running the Adobe Acrobat Reader DC Clean tool in the newly created account. The clean tool again goes into "not-responding" state immediately when run from the newly created profile.

 

In summary, the results are exactly the same between my normal working account and the specially created account, both of which have full admin privileges.

 

What else can be done to resolve this issue?

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