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james cecorn
Participant
April 15, 2016
Question

Updating Acrobat to current fails

  • April 15, 2016
  • 2 replies
  • 2785 views

I recently upgraded from Snow Leopard (10.6) to El Capitan (OSX 10.11). When the OS upgrade completed, the Adobe Application Manager alerted that there were new updates. Photoshop, Illustrator and Indesign updated fine. But, Acrobat CC failed.

I've tried uninstalling, restarting the computer, and reinstalling. But, it never completes. Midway through the installer I get "The installation encountered an unexpected error and the patch could not be applied". Clicking 'ok' allows the installer app to continue with its progress bar. But, at the end I get "Installation Failed. Contact the manufacturer."

The obvious issue is this isn't a patch, but the full installer. But, that could just be semantics of the particular script that was running at the time. But, looking at /private/var/log/install.log yields no errors.

I attempted to download the .dmg file from adobe to manually install the app and I get the same error.

Luckily, the old version (the version running with Snow Leopard) still works. So, I'm not dead in the water. But, I get constant nags from the updater ---plus, I typically like to keep the software up to date. So, if anyone has ideas on how to get Acrobat updated I'm all ears.

Apr 15 08:37:18 sql-01 Installer[75497]: LSExceptions [0x7fa3bac12d80] loaded

Apr 15 08:37:19 sql-01 Installer[75497]: @(#)PROGRAM:Install  PROJECT:Install-1000

Apr 15 08:37:19 sql-01 Installer[75497]: @(#)PROGRAM:Installer  PROJECT:Installer-853

Apr 15 08:37:19 sql-01 Installer[75497]: Hardware: iMac11,3 @ 3.20 GHz (x 4), 8192 MB RAM

Apr 15 08:37:19 sql-01 Installer[75497]: Running OS Build: Mac OS X 10.11.4 (15E65)

Apr 15 08:37:19 sql-01 Installer[75497]: Env: __CF_USER_TEXT_ENCODING=0x1F5:0:0

Apr 15 08:37:19 sql-01 Installer[75497]: Env: TMPDIR=/var/folders/dl/kmfch33c8xlg8v006s6v20300000gn/T/

Apr 15 08:37:19 sql-01 Installer[75497]: Env: HOME=/Users/bob

Apr 15 08:37:19 sql-01 Installer[75497]: Env: SHELL=/bin/bash

Apr 15 08:37:19 sql-01 Installer[75497]: Env: SSH_AUTH_SOCK=/private/tmp/com.apple.launchd.jFI2JQ9clU/Listeners

Apr 15 08:37:19 sql-01 Installer[75497]: Env: Apple_PubSub_Socket_Render=/private/tmp/com.apple.launchd.IsmejbYvLq/Render

Apr 15 08:37:19 sql-01 Installer[75497]: Env: PATH=/usr/bin:/bin:/usr/sbin:/sbin

Apr 15 08:37:19 sql-01 Installer[75497]: Env: LOGNAME=bob

Apr 15 08:37:19 sql-01 Installer[75497]: Env: XPC_SERVICE_NAME=com.apple.xpc.launchd.oneshot.0x1000000d.Installer

Apr 15 08:37:19 sql-01 Installer[75497]: Env: COMMAND_MODE=unix2003

Apr 15 08:37:19 sql-01 Installer[75497]: Env: USER=bob

Apr 15 08:37:19 sql-01 Installer[75497]: Env: XPC_FLAGS=0x0

Apr 15 08:37:19 sql-01 Installer[75497]: Adobe Acrobat DC (15.010.20060)  Installation Log

Apr 15 08:37:19 sql-01 Installer[75497]: Opened from: /Volumes/AcrobatDCUpd1501020060/AcrobatDCUpd1501020060.pkg

Apr 15 08:37:19 sql-01 Installer[75497]: Product archive /Volumes/AcrobatDCUpd1501020060/AcrobatDCUpd1501020060.pkg trustLevel=202

Apr 15 08:37:25 sql-01 Installer[75497]: InstallerStatusNotifications plugin loaded

Apr 15 08:37:28 sql-01 Installer[75497]: LSExceptions [0x7fa3bac12d80] unloaded

Apr 15 08:37:30 sql-01 Installer[75497]: Administrator authorization granted.

Apr 15 08:37:30 sql-01 Installer[75497]: ================================================================================

Apr 15 08:37:30 sql-01 Installer[75497]: User picked Standard Install

Apr 15 08:37:30 sql-01 Installer[75497]: Choices selected for installation:

Apr 15 08:37:30 sql-01 Installer[75497]: Install: "Adobe Acrobat DC (15.010.20060)"

Apr 15 08:37:30 sql-01 Installer[75497]: AcrobatDCUpd1501020060.pkg#payload.pkg : com.adobe.acrobat.AcrobatUpd1501020060 : 15.010.20060

Apr 15 08:37:30 sql-01 Installer[75497]: AcrobatDCUpd1501020060.pkg#aam.pkg : com.adobe.PDApp.AdobeApplicationManager.installer.pkg : 1

Apr 15 08:37:30 sql-01 Installer[75497]: AcrobatDCUpd1501020060.pkg#AcroServicesUpdater.pkg : com.adobe.AcroServicesUpdater : 12.0.00

Apr 15 08:37:30 sql-01 Installer[75497]: ================================================================================

Apr 15 08:37:30 sql-01 Installer[75497]: It took 0.00 seconds to summarize the package selections.

Apr 15 08:37:30 sql-01 Installer[75497]: -[IFDInstallController(Private) _buildInstallPlanReturningError:]: location = file://localhost

Apr 15 08:37:30 sql-01 Installer[75497]: -[IFDInstallController(Private) _buildInstallPlanReturningError:]: file://localhost/Volumes/AcrobatDCUpd1501020060/AcrobatDCUpd1501020060.pkg#payload.pkg

Apr 15 08:37:30 sql-01 Installer[75497]: -[IFDInstallController(Private) _buildInstallPlanReturningError:]: file://localhost/Volumes/AcrobatDCUpd1501020060/AcrobatDCUpd1501020060.pkg#aam.pkg

Apr 15 08:37:30 sql-01 Installer[75497]: -[IFDInstallController(Private) _buildInstallPlanReturningError:]: file://localhost/Volumes/AcrobatDCUpd1501020060/AcrobatDCUpd1501020060.pkg#AcroServicesUpdater.pkg

Apr 15 08:37:30 sql-01 Installer[75497]: Set authorization level to root for session

Apr 15 08:37:30 sql-01 Installer[75497]: Will use PK session

Apr 15 08:37:30 sql-01 Installer[75497]: Using authorization level of root for IFPKInstallElement

Apr 15 08:37:30 sql-01 Installer[75497]: Starting installation:

Apr 15 08:37:30 sql-01 Installer[75497]: Configuring volume "Bob's iMacHD"

Apr 15 08:37:30 sql-01 Installer[75497]: Preparing disk for local booted install.

Apr 15 08:37:30 sql-01 Installer[75497]: Free space on "Bob's iMacHD": 1.63 TB (1625441738752 bytes).

Apr 15 08:37:30 sql-01 Installer[75497]: Create temporary directory "/var/folders/dl/kmfch33c8xlg8v006s6v20300000gn/T//Install.75497YTUoNn"

Apr 15 08:37:30 sql-01 Installer[75497]: IFPKInstallElement (3 packages)

Apr 15 08:37:30 sql-01 installd[36632]: PackageKit: Adding client PKInstallDaemonClient pid=75497, uid=501 (/System/Library/CoreServices/Installer.app/Contents/MacOS/Installer)

Apr 15 08:37:31 sql-01 Installer[75497]: PackageKit: Enqueuing install with framework-specified quality of service (utility)

Apr 15 08:37:31 sql-01 installd[36632]: PackageKit: ----- Begin install -----

Apr 15 08:37:31 sql-01 installd[36632]: PackageKit: request=PKInstallRequest ❤️ packages, destination=/>

Apr 15 08:37:31 sql-01 installd[36632]: PackageKit: packages=(

     "PKLeopardPackage <file://localhost/Volumes/AcrobatDCUpd1501020060/AcrobatDCUpd1501020060.pkg#payload.pkg>",

     "PKLeopardPackage <file://localhost/Volumes/AcrobatDCUpd1501020060/AcrobatDCUpd1501020060.pkg#aam.pkg>",

     "PKLeopardPackage <file://localhost/Volumes/AcrobatDCUpd1501020060/AcrobatDCUpd1501020060.pkg#AcroServicesUpdater.pkg>"

  )

Apr 15 08:37:32 sql-01 installd[36632]: PackageKit: Will do receipt-based obsoleting for package identifier com.adobe.acrobat.AcrobatDCUpd1501020060 (prefix path=tmp/com.adobe.acrobat.updater)

Apr 15 08:37:32 sql-01 installd[36632]: PackageKit: Will do receipt-based obsoleting for package identifier com.adobe.PDApp.AdobeApplicationManager.installer.pkg (prefix path=)

Apr 15 08:37:32 sql-01 installd[36632]: PackageKit: Extracting file://localhost/Volumes/AcrobatDCUpd1501020060/AcrobatDCUpd1501020060.pkg#payload.pkg (destination=/var/folders/zz/zyxvpxvq6csfxvn_n0000000000000/C/PKInstallSandboxManager/F58C79A3-4220-40B9-8E48-441F06E93782.activeSandbox/Root/tmp/com.adobe.acrobat.updater, uid=0)

Apr 15 08:37:36 sql-01 installd[36632]: PackageKit: Extracting file://localhost/Volumes/AcrobatDCUpd1501020060/AcrobatDCUpd1501020060.pkg#aam.pkg (destination=/var/folders/zz/zyxvpxvq6csfxvn_n0000000000000/C/PKInstallSandboxManager/F58C79A3-4220-40B9-8E48-441F06E93782.activeSandbox/Root, uid=0)

Apr 15 08:37:36 sql-01 installd[36632]: PackageKit: Extracting file://localhost/Volumes/AcrobatDCUpd1501020060/AcrobatDCUpd1501020060.pkg#AcroServicesUpdater.pkg (destination=/var/folders/zz/zyxvpxvq6csfxvn_n0000000000000/C/PKInstallSandboxManager/F58C79A3-4220-40B9-8E48-441F06E93782.activeSandbox/Root/tmp/webinstaller, uid=0)

Apr 15 08:37:36 sql-01 installd[36632]: PackageKit: prevent user idle system sleep

Apr 15 08:37:36 sql-01 installd[36632]: PackageKit: suspending backupd

Apr 15 08:37:36 sql-01 installd[36632]: PackageKit: Executing script "./preinstall" in /private/tmp/PKInstallSandbox.ltulZ0/Scripts/com.adobe.acrobat.AcrobatDCUpd1501020060.kWK2JI

Apr 15 08:37:36 sql-01 install_monitor[75507]: Temporarily excluding: /Applications, /Developer, /Library, /System, /bin, /private, /sbin, /usr

Apr 15 08:37:37 sql-01 installd[36632]: ./preinstall: 1921103913

Apr 15 08:37:37 sql-01 installd[36632]: ./preinstall: Info: Space availability check passed.

Apr 15 08:37:37 sql-01 installd[36632]: ./preinstall: Info: UI mode installation.

Apr 15 08:37:40 sql-01 installd[36632]: ./preinstall: [1201]:: url for temp-file: /var/folders/dl/kmfch33c8xlg8v006s6v20300000gn/T/TempFileForLangPack.pdf[1202]:1: Removing item at path {/var/folders/dl/kmfch33c8xlg8v006s6v20300000gn/T/TempFileForLangPack.pdf}Found a valid application at /Volumes/Bobs/_CCC SafetyNet/2016-03-26 (March 26) 02-00-07/Applications/Adobe Acrobat DC/Adobe Acrobat.app.

Apr 15 08:37:40 sql-01 installd[36632]: ./preinstall: Processed application path: /Volumes/Bobs/_CCC SafetyNet/2016-03-26 (March 26) 02-00-07/Applications/Adobe Acrobat DC/Adobe Acrobat.app.

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: '        INFO: For creating debug logs, please run following command in terminal'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: '        $ sudo defaults write "/Library/Application Support/Adobe/Acrobat/DC/com.adobe.Acrobat.InstallerOverrides" AcroPatchLogLevel debug'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: '  cmd: /usr/bin/defaults read "/Library/Application Support/Adobe/Acrobat/DC/com.adobe.Acrobat.InstallerOverrides" AcroPatchLogLevel'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: '  cmdRetCode [1],  cmdErrMsg [2016-04-15 08:37:43.085 defaults[75525:3698904] \nThe domain/default pair of (/Library/Application Support/Adobe/Acrobat/DC/com.adobe.Acrobat.InstallerOverrides, AcroPatchLogLevel) does not exist], cmdOutput []'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: u'Info: App. path is obtained as /Volumes/Bobs/_CCC SafetyNet/2016-03-26 (March 26) 02-00-07/Applications/Adobe Acrobat DC/Adobe Acrobat.app.'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: '  cmd: /bin/ps -x -c -A | grep AdobeResourceSynchronizer'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: '  cmdRetCode [1],  cmdErrMsg [], cmdOutput []'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: 'Info: Getting installed application locale'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: u'ERROR: The file /Volumes/Bobs/_CCC SafetyNet/2016-03-26 (March 26) 02-00-07/Applications/Adobe Acrobat DC/Adobe Acrobat.app/Contents/Resources/AcroLocale.plist does not exist.'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: 'EXCEPTION: Caught an exception during initial processing.'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: 'Traceback (most recent call last):'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: '  File "/private/tmp/PKInstallSandbox.ltulZ0/Scripts/com.adobe.acrobat.AcrobatDCUpd1501020060.kWK2JI/Tools/TaskExecutor.py", line 1086, in beginScan'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: '    (langObtained,shouldUpdateBrowserplugin,shouldUpdatePrintAutomator,shouldUpdatePrintPDFServices) = doInitialProcessing(plist)'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: '  File "/private/tmp/PKInstallSandbox.ltulZ0/Scripts/com.adobe.acrobat.AcrobatDCUpd1501020060.kWK2JI/Tools/TaskExecutor.py", line 927, in doInitialProcessing'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: '    langObtained = checkAcroLocalePresent()'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: '  File "/private/tmp/PKInstallSandbox.ltulZ0/Scripts/com.adobe.acrobat.AcrobatDCUpd1501020060.kWK2JI/Tools/TaskExecutor.py", line 568, in checkAcroLocalePresent'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: '    raise Exception("GenericError")'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: 'Exception: GenericError'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: ''

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: u'  cmd: sudo -u bob /private/tmp/PKInstallSandbox.ltulZ0/Scripts/com.adobe.acrobat.AcrobatDCUpd1501020060.kWK2JI/Tools/AcroPatchInstall.app/Contents/MacOS/AcroPatchInstall ShowTaskError TitleAcrobat GenericError'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: '  cmdRetCode [0],  cmdErrMsg [], cmdOutput [AcroPatchInstall:ERROR: Did not receive appropriate command line component. Installation failure.]'

Apr 15 08:39:41 sql-01 installd[36632]: ./preinstall: ERROR: Preinstall exited with error code 116.

Apr 15 08:39:41 sql-01 install_monitor[75507]: Re-included: /Applications, /Developer, /Library, /System, /bin, /private, /sbin, /usr

Apr 15 08:39:42 sql-01 installd[36632]: PackageKit: releasing backupd

Apr 15 08:39:42 sql-01 installd[36632]: PackageKit: allow user idle system sleep

Apr 15 08:39:42 sql-01 installd[36632]: PackageKit: Install Failed: Error Domain=PKInstallErrorDomain Code=112 "An error occurred while running scripts from the package “AcrobatDCUpd1501020060.pkg”." UserInfo={NSFilePath=./preinstall, NSURL=file://localhost/Volumes/AcrobatDCUpd1501020060/AcrobatDCUpd1501020060.pkg#payload.pkg, PKInstallPackageIdentifier=com.adobe.acrobat.AcrobatDCUpd1501020060, NSLocalizedDescription=An error occurred while running scripts from the package “AcrobatDCUpd1501020060.pkg”.} {

     NSFilePath = "./preinstall";

     NSLocalizedDescription = "An error occurred while running scripts from the package \U201cAcrobatDCUpd1501020060.pkg\U201d.";

     NSURL = "file://localhost/Volumes/AcrobatDCUpd1501020060/AcrobatDCUpd1501020060.pkg#payload.pkg";

     PKInstallPackageIdentifier = "com.adobe.acrobat.AcrobatDCUpd1501020060";

  }

Apr 15 08:39:42 sql-01 installd[36632]: PackageKit: Running idle tasks

Apr 15 08:39:42 sql-01 Installer[75497]: install:didFailWithError:Error Domain=PKInstallErrorDomain Code=112 "An error occurred while running scripts from the package “AcrobatDCUpd1501020060.pkg”." UserInfo={NSFilePath=./preinstall, NSURL=file://localhost/Volumes/AcrobatDCUpd1501020060/AcrobatDCUpd1501020060.pkg#payload.pkg, PKInstallPackageIdentifier=com.adobe.acrobat.AcrobatDCUpd1501020060, NSLocalizedDescription=An error occurred while running scripts from the package “AcrobatDCUpd1501020060.pkg”.}

Apr 15 08:39:42 sql-01 installd[36632]: PackageKit: Removing client PKInstallDaemonClient pid=75497, uid=501 (/System/Library/CoreServices/Installer.app/Contents/MacOS/Installer)

Apr 15 08:39:42 sql-01 installd[36632]: PackageKit: Done with sandbox removals

Apr 15 08:39:43 sql-01 Installer[75497]: Install failed: The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance.

Apr 15 08:39:43 sql-01 Installer[75497]: IFDInstallController BAF26410 state = 8

Apr 15 08:39:43 sql-01 Installer[75497]: Displaying 'Install Failed' UI.

Apr 15 08:39:43 sql-01 Installer[75497]: 'Install Failed' UI displayed message:'The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance.'.

This topic has been closed for replies.

2 replies

wswail
wswail
Participating Frequently
April 25, 2016

I can't say anything about subscription, which I am on, but I can say this: Adobe Acrobat is a mess on 10.11.4. Period.

It causes the entire system and all apps to freeze. This is not one off stuff; if Acrobat is open for a period of time, it happens every time. I can replicate it perfectly. It is not another app that is open; it is always when Adobe Acrobat is open. If I use Preview, not a problem. I end up often force restarting because the finder freezes, too.

Adobe, get on this. Acrobat is such a bloated program. I use Dreamweaver and many other products, but Acrobat is a piece of crap now. Tries to do too many things. And you keep getting rid of the quick keys and changing the menus. I feel like I have to re-learn Acrobat every time you update it. It's a fricken pdf reader and creator. It should be the simplest app on my computer. Used to be. Now a monster.

Anything Adobe or Google eats up RAM.

kglad
Community Expert
kgladCommunity Expert
Community Expert
April 15, 2016

check for a cc desktop app update.

if there is one, update your app.

then let the cc app uninstall your acrobat.  then reinstall it.

J
james cecornAuthor
Participant
April 15, 2016

"CC Desktop App"

Is that the name of the app? I don't have anything named that. Are you talking about the Adobe Application Manager that shows up in the menu bar?

I don't show anything in the app store under updates; and checking for updates in the Adobe Application Manager just shows Adobe application updates, not updates for itself. Is there somewhere else to manage it?


[edit] ok, just searched the adobe site for 'CC Desktop App' and downloaded the newest installer .dmg. As soon as I launched it, it merely opened the version already installed. So, I'm guessing it was up to date.


get info shows it's running v3.6.0.248


Also, no change in behavior. Launching Acrobat CC from the 'CC Desktop App' causes a crash with the error in my first post.

kglad
Community Expert
kgladCommunity Expert
Community Expert
April 15, 2016

are you subscribing to acrobat or do you own a perpetual license?

if you own a license, what version

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