Acrobat DC (abo) won't download, says I must deinstall Acrobat, which I already did, but I still get the same message again and again. Suggestions?

Question

I'm using a MacBook Pro with Yosemite (10.10.5) and have an abo account (not my own account, but I have one of 5 licenses from my contractor's account). I was just doing a routine update, the desktop app recommended updates for InDesign 2015 and Acrobat DC (up till now I only had version XI), when this problem came up.

The installer told me to deinstall Acrobat in order to update to DC, which I did. There were two versions of Acrobat on the laptop. Version XI and version X. I deinstalled XI without a problem.

Version X (the app itself) was erased by the deinstallation process but the deinstallation program remained on my hard drive and I got the message that the deinstallation couldn't be completed because the original object isn't there.

So, version X can't be deinstalled, even though it's gone, and DC won't update until I deinstall Acrobat. It's a catch 22 situation. Does anybody have any suggestions or should I go directly to support for this?

Thanks,
David

sumitash1 · Answer

Hi d_andruss,Just wish to add here, that Acrobat DC can co-exist with Acrobat X and XI. Default setting for CC Desktop is to remove previous product, but if need be, it can be changedDo you (or in this case your contractor) have complete CC subscription (All product show up with "Install" button in Creative Cloud desktop App)?If so, you are entitled to Acrobat DC.If not, Acrobat DC will get installed in 30 day Trial (so the recommendation is not un-install the previous version for which you have license, rather install Acrobat DC, along with previous version)Based on your preference:1) If you wish to have both Acrobat DC and it's previous version, you can choose to install previous versions from Download Adobe Acrobat products | Standard, Pro | DC, XI, X‌, launch and license them. Select "Check for App Updates", from CC Desktop.To co-exist Acrobat with previous version, un-check "Remove old versions" from 'Advanced Options' of Update dialog2) If you just wish to have Acrobat DC on your system, click on "Update" button next to Acrobat DC. If it still gives message that previous version is installed on system, it can be because Acrobat X was not completely removed. (If Acrobat X was installed as part of suite, it is recommended to use suite un-installer to uninstall it, alternately if it was standalone installation, you can use standalone installer, as kglad suggested. After un-install of previous version, please click on "Check for App Updates" as mentioned above and click on "Update" button next to Acrobat DC.Thanks,Sumita

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