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H
HERR25200050pyfh
Participant
September 18, 2025
Answered

Adobe Reader Pro Features won't get installed

  • September 18, 2025
  • 1 reply
  • 105 views

Greetings Adobe Community,

 

on a users new PC with installed Adobe Reader and logged in Adobe Account, the Pro Features won't be installed. I just get something like "Unknown Error. We repeat the installation in the background", sorry if it's not the exact wording, the Adobe Reader is in german and the user unfortunately already left for today.

We were giving the Adobe Reader approximately 20 hours over three days to try to install the Pro Features, but we still get the error message.

 

What I've tried so far:

- Reboot PC

- Repair Installation

- Uninstall per AcroCleaner > Also cleaned all folders that I could find

- Relog the User Account

- Switch to old view

> I saw a community post from the start of 2024 where the user had an "Install Pro Features" Button under "Help" in the old view, but my user dont seem to have it.

- Run Adobe Diagnostics and sent the information to them

- Checked Eventlog but there was nothing that could might fit

 

Do you guys know a way to either fix this, or how to find more information why the Pro Features still don't get installed after such a long time? Thank you very much in advance!

Cheers

Correct answer Anshul_Nautiyal

H @HERR25200050pyfh,

Thank you for reaching out. Based on your description, it appears that Acrobat has been installed on the end-user machines, but the Pro features are not activating and you are receiving an “Unknown Error while upgrading.” This is commonly caused by missing or incorrect entitlement or profile, blocked network endpoints during component download, or conflicts with older installations.

Since you have already attempted several troubleshooting steps, I recommend the following:

Clean up the existing setup cache by deleting any leftover setup folders from these paths:
C:\Program Files\Common Files\Adobe\Acrobat\Setup\
C:\Program Files (x86)\Common Files\Adobe\Reader\Temp\
C:\Users<User>\AppData\Local\Adobe\

After deleting the folders, reboot the PC.

If the issue persists, run the Creative Cloud Cleaner Tool to remove corrupted installation data, registry entries, and cached MSI information. Instructions are available here: https://adobe.ly/46auMi5

Once the cleanup is complete, reinstall Acrobat using a fresh package and run the installer as Administrator. The unified installer can be downloaded here: https://adobe.ly/48mEXBu

Please ensure that antivirus or endpoint protection is not blocking MSI execution during the installation. Also, confirm that the user has been assigned an Acrobat Pro license in the Admin Console and is signed into the correct Adobe profile. Additionally, if the user is on a corporate network, please ensure the required Adobe domains are accessible for apps and services to function correctly. The full list of domains can be found here: https://adobe.ly/3Ktlg0T

 

Please try these steps and let us know if the issue continues.

 

Regards,

^AN

1 reply

A
Community Manager
Anshul_NautiyalCommunity ManagerCorrect answer
Community Manager
September 18, 2025

H @HERR25200050pyfh,

Thank you for reaching out. Based on your description, it appears that Acrobat has been installed on the end-user machines, but the Pro features are not activating and you are receiving an “Unknown Error while upgrading.” This is commonly caused by missing or incorrect entitlement or profile, blocked network endpoints during component download, or conflicts with older installations.

Since you have already attempted several troubleshooting steps, I recommend the following:

Clean up the existing setup cache by deleting any leftover setup folders from these paths:
C:\Program Files\Common Files\Adobe\Acrobat\Setup\
C:\Program Files (x86)\Common Files\Adobe\Reader\Temp\
C:\Users<User>\AppData\Local\Adobe\

After deleting the folders, reboot the PC.

If the issue persists, run the Creative Cloud Cleaner Tool to remove corrupted installation data, registry entries, and cached MSI information. Instructions are available here: https://adobe.ly/46auMi5

Once the cleanup is complete, reinstall Acrobat using a fresh package and run the installer as Administrator. The unified installer can be downloaded here: https://adobe.ly/48mEXBu

Please ensure that antivirus or endpoint protection is not blocking MSI execution during the installation. Also, confirm that the user has been assigned an Acrobat Pro license in the Admin Console and is signed into the correct Adobe profile. Additionally, if the user is on a corporate network, please ensure the required Adobe domains are accessible for apps and services to function correctly. The full list of domains can be found here: https://adobe.ly/3Ktlg0T

 

Please try these steps and let us know if the issue continues.

 

Regards,

^AN

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