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T
The Rylander
Inspiring
March 22, 2017
Answered

CS6 Installation on new Mac 10.11 build, Acrobar pro fails to install

  • March 22, 2017
  • 2 replies
  • 668 views

Hi,

I'm hoping someone can help as there's not much more I can do to get Acrobat installed!

I've just rebuilt my mac pro, and re-installed a fresh copy of El Capitan.  I just had a notification to update Adobe Acrobat Pro, which I did.  It failed and I then opened Acrobat pro (which worked), to re run the update.  It failed again.  The error code directed me to an adobe support article which recommended uninstalling and reinstalling Acrobat.  I checked to see if it could be installed individually from the CS6 installation and it could, so I proceeded to uninstall it and then reinstall it.  It now fails installation.  So I went into 'Time Machine' and restore the copy of the files in the application folder from earlier today, and it it now a broken copy of Acrobat that crashes, whereas before i was merely stuck on not quite the current version! So somewhat of a step backwards.

Thanks

Ryland

This topic has been closed for replies.
Correct answer The Rylander

I can state categorically now that the 10.1.1 installation, which did work, was bricked by the 10.1.16 update. 

I can state also that some combination of uninstalling a broken 10.1.16 installation, or trying to re-nstall it from Apple Time Machine; completely broke any system files related to Acrobat.  Manual search and destroy of Acrobat files didn't help. This prevented (and to this day prevents) CS6 Master collection from installing Acrobat.

As for why the newest Acrobat X installer wouldn't work I can confirm that the answer to this was that for some reason if you enter a CS6 master collection code into the standalone Acrobat X installed,  It checks your account for a CS5.5 or a CS5 serial number, but not a CS4 serial number.  This isn't a surprise as no-one at Adobe seemed to realise they sent out emails in November 2012 saying people had until the end of that year to upgrade CS4/CS5/CS5.5 to CS6 because they were discontinuing it.

Finally I can say that I had this resolved by an adobe support agent removing my CS6 upgrade serial from my account, and replacing it with a 'full' serial.

I found a link to a web chat on one of the hundreds of Adobe websites.  Not sure I'll ever find it again mind you, but as my plan is never to upgrade again, I hope I won't need it.

2 replies

T
Test Screen Name
Legend
March 23, 2017

Pretty sure there wasn't any rebuilding of CS 6 with the latest updates, but you can follow the link in my post to get downloads for the 10.1.16 updates. However, it might be mevessary to put on each update in turn, it was for Windows.

Generally manually deleting files leaves you in a worse, and sometimes irrecoverable, mess. You should run the uninstaller app, and you must do do if restoring the app with Time Machine. I

T
The RylanderAuthor
Inspiring
March 23, 2017

OK Thanks for your input, but I still can't install Acrobat X.

As I've said multiple times, I installed it.  Then the update from 10.1.1 to 10.1.16 broke it.  Then I uninstalled it.  Now the installation fails. 

I'm not seeing how any amount of update files will fix that.

I have run the uninstall file, but since this still leaves the machine in a state where when you run the installation again, it says 'a previous version was installed'; this means the uninstall program is worthless.  Hence my request for information about where the files are stored.

I did run time machine, but since there is data spread all over the machine, who knows where, restoring the app didnt work.

I now have two options:

1- Format my OS/Boot drive and repeat the last 3 days (25-30 hours) work to rebuild this machine again, paying special attention to never update Acrobat from 10.1.1 ever again.

2- Stop using .pdf's/Acrobat.  I'll die before I give Adobe another penny for something I already own.  It works for what I need it for, I will not buy an upgrade for features I don't need.  And I won't pay monthly to rent software from them.

Please can someone help me install Acrobat!!!  Is there such a thing as Adobe customer services? Or does forking out the cost of their massively inflated products not entitle you to support now?

T
The RylanderAuthorCorrect answer
Inspiring
May 15, 2017

I can state categorically now that the 10.1.1 installation, which did work, was bricked by the 10.1.16 update. 

I can state also that some combination of uninstalling a broken 10.1.16 installation, or trying to re-nstall it from Apple Time Machine; completely broke any system files related to Acrobat.  Manual search and destroy of Acrobat files didn't help. This prevented (and to this day prevents) CS6 Master collection from installing Acrobat.

As for why the newest Acrobat X installer wouldn't work I can confirm that the answer to this was that for some reason if you enter a CS6 master collection code into the standalone Acrobat X installed,  It checks your account for a CS5.5 or a CS5 serial number, but not a CS4 serial number.  This isn't a surprise as no-one at Adobe seemed to realise they sent out emails in November 2012 saying people had until the end of that year to upgrade CS4/CS5/CS5.5 to CS6 because they were discontinuing it.

Finally I can say that I had this resolved by an adobe support agent removing my CS6 upgrade serial from my account, and replacing it with a 'full' serial.

I found a link to a web chat on one of the hundreds of Adobe websites.  Not sure I'll ever find it again mind you, but as my plan is never to upgrade again, I hope I won't need it.

T
The RylanderAuthor
Inspiring
March 22, 2017

I should add that I'm talking about Acrobat X.

I should further add that I've found and installed the standalone product, which appears to work fine, but it will not accept my CS6 master collection serial number. 

So the problem is definitely the version of Acrobat X in the CS6 master collection installation package.

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
March 22, 2017

Moving this discussion to the Installing, Updating, & Subscribing to Acrobat forum.

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