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ConnectCreative
Participant
April 7, 2015
Answered

Adobe Acrobat DC install stuck

  • April 7, 2015
  • 8 replies
  • 110820 views

Using a MacPro running 10.10.3

This morning Creative Cloud told me there was an update - Adobe Acrobat DC, I clicked update and the install started then stopped asking me to quit an app - can't recall the exact name but it was something like SafariCloudHelper, which I needed to quit via Activity Monitor. I continued with the install but its stuck at 35% (and has been for ages now).

Tried a restart and simply back to square one.

Any ideas?

This topic has been closed for replies.
Correct answer ConnectCreative

Sorted - restarted, used Activity Monitor to quit anything related to Safari (SafariCloudHelper etc) then ran the installer - installed fine. Restarted and all good.

Shouldn't have to do that though!

8 replies

javierh112881
javierh112881
Participant
March 2, 2020

Solved for my situation.

 

I had the same issue as below.  The installer would stall at first 4.7%, then went up to 21.7%.  I had been working on this all of February, following all of the suggested methods from Adobe Support.  Today I finally got it to install completely.

 

I searched the Prefs folder and deleted all of the com.adobe...plist files, and also any Adobe files and folders from the Application Support folder.  All of these were in the Library folder.  Once I deleted said files, I re=started the install process and it completed.  Then I rebooted my computer and was able to launch Adobe CC and login.

 

Hope this helps anyone else that is still having the issue.

B
BiteMyShinyMetal
Participating Frequently
April 9, 2017

So, it appears that CC isn't a download manager. It doesn't restart from where it left off, it just restarts downloads.

Tried installing Acrobat 3 times already. Gave up after a day of waiting and installed Foxit in 3 minutes.

CC is an excuse to claim that CC products are just one app so you can't, say, do a AE render on one machine and continue working in PS on another. Or have one worker using PS and another using AI. Wow! Didn't notice this "feature" being touted, did we? Adobe is looking after its shareholder quite well. Pity about the paying (more and more and more) customers.

digginjazz
digginjazz
Participant
January 23, 2016

Download a fresh installer from Adobe. Start your Mac in Safe Mode (restart while holding down shift key). Restart your Mac when installer is complete to be back in Standard mode.

J
jeno42233750
Participant
September 8, 2015

For me, I had adobe acrobat open at the same time as I was trying to download the Pro DC. I closed that, and the download continued.

Took almost an hour to figure it out though, after trying the other solutions put forth by adobe. The notification window isn't helpful or user friendly. Shouldn't have to do that much troubleshooting.

    D
    donrleonard
    Participant
    May 3, 2015

    Stuck at 42% for me. Clearly a bug. Reluctant to remove acrobat pro in case the DC install doesn't work.

    matthewp81341899
    matthewp81341899
    Participant
    May 21, 2015

    Mine is stuck at 42% for 2 days now. Can't run manual install as it asks for a serial number, we have a corporate cloud subscription so I have no such serial.

    Bummer.

    ProDesignTools
    Community Expert
    ProDesignToolsCommunity Expert
    Community Expert
    June 3, 2015

    Hi Matthew,

    Sorry you're having difficulties with that.  Have you tried using the Acrobat DC direct download links instead?

    Other posters above indicate better success when using the program installer directly, rather than going through the Creative Cloud desktop app manager/downloader.

    Hope that helps!

    conradi53678269
    conradi53678269
    Participant
    April 9, 2015

    ‌Found a work around. Login via your web browser into Adobe whereby you can see your Adobe ID and all your purchase history, app management etc. Click on your name in the top right corner and a pop up box emerges. Click on 'Desktop' under Document Cloud Apps. This will take you to the Cloud version of Acrobat Pro DC and from there in a blue box you have the option of downloading the program directly to your PC/Mac outside of the Creative Cloud  Installer. This had worked seamlessly for me. Hope this will work for you too. No serial numbers required as it auto detects from your Adobe ID account. Regards.

      PixelTacos
      PixelTacos
      Participant
      April 9, 2015

      By chance I found a different way to get this working. I didn't get a chance to try the above so can't confirm if it works however what I did was...

      (on mac)

      1. When the install failed I went to disk utility and noticed a "Acrobat_DC_Web_WWMUI.dmg" in the disk image side bar.
      2. I right clicked it and selected "Reveal in finder"
      3. In the finder I drilled down to Acrobat DC > Acrobat DC > Acrobat DC Installer.pkg
      4. Ran the installer and the app successfully installed to my apps folder

      From this I gather that the whole app was able to download but the app couldn't automatically install itself for whatever reason so manual installation was required.

      Hope that helps someone

        wills69738966
        wills69738966
        Participant
        April 13, 2015

        Thank you, thank you, thank you. This finally worked for me!!!

          conradi53678269
          conradi53678269
          Participant
          April 8, 2015

          Same problem here too. What is happening??

          C
          ConnectCreativeAuthor
          Participant
          April 8, 2015

          Have you tried it in the exact order I suggested and you using 10.10.3?

          Restart Mac

          Make sure Safari is NOT running

          DO NOT run updater - CC should state '1 update available'

          Run Activity Monitor

          Stop any activity related to Safari - in my case I had to stop x2 different activities

          No click update in CC

          Wait for progress to complete

          Restart Mac.

          A
          apixel
          Participating Frequently
          April 8, 2015

          ‌i contacted support. They had me go into utilities, Adobe installers and uninstall acrobat pro. After that, the installation worked.

          C
          ConnectCreativeAuthorCorrect answer
          Participant
          April 7, 2015

          Sorted - restarted, used Activity Monitor to quit anything related to Safari (SafariCloudHelper etc) then ran the installer - installed fine. Restarted and all good.

          Shouldn't have to do that though!

            PixelTacos
            PixelTacos
            Participant
            April 7, 2015

            I have restarted and quit all processes related to safari in activity monitor and still no love. Creative cloud gave me the error report below.

            Any help out there?

            Exit Code: 7

            Please see specific errors below for troubleshooting. For example,  ERROR: DW013 ...

            -------------------------------------- Summary --------------------------------------

            - 0 fatal error(s), 6 error(s)

            ERROR: -------------------- BEGIN - Initialization Failures - BEGIN --------------------

            ERROR: Fatal error initializing from proxy files.

            ERROR: The following proxy files could not be loaded

            ERROR: /tmp/B207C6AA-166A-45CA-93F5-D413AF355DA2/proxy.xml

            ERROR: --------------------  END  - Initialization Failures -  END  --------------------

            ERROR: DW013: Cannot initialize payload session

            -------------------------------------------------------------------------------------

            A
            apixel
            Participating Frequently
            April 8, 2015

            I have the same error and same problem!

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