Acrobat Pro DC won't install following Creative Cloud update

Forum|Forum|8 years ago
October 27, 2017
1 reply
5094 views

Does anyone from Adobe monitor this forum? Does anyone know how to contact someone from Adobe with a bit of clout?

I have, for years, had Acrobat Pro DC running correctly alongside a CC Photo subscription. The recent CC update installed an Acrobat Pro CC "trial." I didn't want the trial, so from the drop-down menu, selected "Uninstall Trial." It uninstalled just fine. To my horror however, it also uninstalled my owned and well functioning Acrobat Pro DC. I called Acrobat support (very difficult.. bounced around a lot); I'm not sure where I ended up, but I think it was a foreign support center. The tech, following verification of my key code, sent me a download link. Installation from the link worked for a while, then terminated with an Error 28000 followed by an installation unwind. Now, there's lots of information on this error floating around the internet, and I've tried almost everything. I opened my case on 10/17, and have been attempting to work with a mostly unresponsive tech. I've sent detailed logs of my attempts, and screen shots. He has had me try the same stuff on the internet. I finally asked him to please escalate my problem as it is extremely critical to me to get this working. In response, he sent me a message asking me to try something that had already been tried several times. Almost exactly one minute later, with no input from me, I received a second message from this same tech stating that he considered my problem solved and that he had closed my case! As might be expected, my problem has not been fixed.

This doesn't seem like the old Adobe I've worked with for years. Does anyone have any new ideas, or know how I can reach someone at Adobe with the power to intervene. Does the moderator of this forum have an Adobe contact? If so, PLEASE use it. This is absolutely critical to me.

This topic has been closed for replies.

kglad

Community Expert

do you have an acrobat 2017 perpetual license? do you have an acrobat dc subscription?

J

JT-in-AZAuthor

Participating Frequently

Thanks for responding. I have a perpetual license for Acrobat Pro DC 2015 (24-character key code), and I have a Creative Cloud photo subscription that I pay annually. My perpetual license as shown on the Adobe web site is listed as "Adobe Acrobat Pro" v12, registered 2/5/2016. It was verified at the start of my adventures with support. Over time, with updates, the name of the product morphed to Acrobat Pro DC. The installation file I was given by support, following key-code verification, is "Acrobat_2015_Web_WWMUI.exe." When I attempt to install, it asks me for my key-code, and calls itself "Adobe Acrobat Pro DC 2015."

Note that as part of my debug, I used the provided installation file and installed on my laptop. It worked flawlessly. I have since deregistered my laptop so it won't interfere with my attempts to reinstall on my desktop.

kglad

Community Expert

It's good (in a kind of sick way) to hear that other's are experiencing my problems with Adobe. I've been retired now for 8 years, but started working as a computer engineer in 1969. I was there as PCs were invented, and when such things came into existence, was certified as Microsoft MCSE, and numerous other certifications. I've been sent around the world to solve problems. My disappointment in Adobe is profound! I'm also disappointed in myself, I caved.

After two rounds with tech support, an hour and a half on hold with customer service, and quite some time with sales, I gave up. The gal in sales of course, didn't care about my problem. She told me I had three choices; (1) buy a subscription, (2) pay $450 + tax for the latest version of Acrobat Pro DC 2018, or find a school somewhere and sign up for a class, in which case she'd sell me a copy for $200. When I asked to talk to a supervisor her demeanor immediately became noticeably nastier.

My guess is that these are not Adobe employees, but rather 3rd party contractors in a foreign country. It would seem that the policy is to get rid of you as soon as you ask for an escalation or a supervisor... they must also have a policy that if they have to escalate they get dinged on their review and bonus, so they log you as fixed / satisfied and get rid of you.

For a while I considered fixing the problem my self, even to the point that I saved off Adobe registry entries and planned to then clean my system of Adobe and start over, and when it was running compare the registry and file system to isolate the error. In the end I decided I didn't need that aggravation.

Against my better judgment, I spent what ended up being over $500 for the latest version of Adobe, even though they had broken my system. I felt that if I let them drive me any nuttier than they already had, it would likely cost me more than the $500. So, they got what they wanted. Adobe has more $ in the bank, these incompetent folks I've been talking to will likely get nice reviews and a bonus. At least I can say my system is running again, absolutely no thanks to Adobe.

you can always install an old versions of adobe programs (including acrobat) by reformatting your hard drive, installing a compatible os and then installing your acrobat version before installing anything else.

of course, this is a lot of work and consumes a lot of time because of the files that need to be backed-up before reformatting and may be an unsatisfactory solution, but it always works.

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