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Andy_T
Participant
October 19, 2017
Answered

Mac - Unable to uninstall Acrobat DC from Apps neither from Acrobat DC folder

  • October 19, 2017
  • 4 replies
  • 17920 views

On my mac a test version of Acrobat DC won't uninstall

    This topic has been closed for replies.
    Correct answer AnandSri

    Hi Andy_T,

    As per the description above, you are not able to uninstall and reinstall Acrobat DC, Is that correct?

    Please try the following troubleshooting steps:

    You may also refer to the steps in the following link Installing, uninstalling Adobe Acrobat X | Mac OS  Link: https://helpx.adobe.com/acrobat/kb/installing-uninstalling-acrobat-x-mac.html

    Uninstall option in Creative Cloud desktop app doesn’t work for Acrobat DC on Mac OS  Link: https://helpx.adobe.com/acrobat/kb/uninstall-acrobat-dc-using-cc-app-for-desktop-mac-os.html

    Hope this helps, and let us know how it goes.

    Regards,

    Anand Sri.

    4 replies

    AnandSri
    Community Manager
    AnandSriCommunity Manager
    Community Manager
    October 25, 2017

    Hello Kristin,

    Sorry for the delay in response to your query and apologize for the inconvenience caused.

    Please contact the Adobe support team on Contact Customer Care so that they can remote in and can identify the root cause and fix the issue for you. I have sent the contact details as well via private message, please check your email inbox.

    Regards,

    Anand Sri.

    maicolphotography
    maicolphotography
    Participant
    October 4, 2018

    I have done that for months, since March and to this day nothing.  I have opened several tickets and no one at Adobe seems able to resolve the issue.

    R
    RohrDesign
    Participant
    October 20, 2017

    I have done all of these steps, numerous times, for many, many months. NOTHING WORKS.

    I am on a MAC, and half of the thread speak to PC. The other half, and the millions of links, sub links, links from links, and forum postings . . . I have been through time and time again. I have upgraded, downgraded, installed, uninstalled both from CC and direct downloads; I have uninstalled AIR, removed files, turned off antivirus, closed all Adobe programs, renamed files, started in safe mode, wiped off my entire system and reinstalled OS and all programs from scratch. Oh, and reset all permissions for everyone to do everything. And 8 months to a year (?) later, here I still am.

    Can anyone offer something that actually will work for me, that has not been said a billion times?? Because I swear I have done them all and still nothing. I am ready to scream! Owning a design firm, this is really awful Adobe. And the troubleshooting stinks. I pay for this and can not EVER use it!!

    THESE ARE MY LOG FILE ERRORS: (please do NOT send me the same links as I have seen and tried a billion times . . . )

    . . .

    10/20/17 12:10:07:003 | [INFO] |  | OOBE | DE |  |  |  | 21264 | installer: The install failed (The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance.)

    10/20/17 12:10:07:004 | [INFO] |  | OOBE | DE |  |  |  | 21264 |

    10/20/17 12:10:07:011 | [ERROR] |  | OOBE | DE |  |  |  | 21264 | DW006: Apple Package failed to install successfully.

    10/20/17 12:10:07:011 | [INFO] |  | OOBE | DE |  |  |  | 21264 | Third party payload completed.  Testing return code: 1

    10/20/17 12:10:07:011 | [ERROR] |  | OOBE | DE |  |  |  | 21264 | DW003: Third party payload installer Acrobat DC/Acrobat DC Installer.pkg failed with exit code: 1

    10/20/17 12:10:07:075 | [INFO] |  | OOBE | DE |  |  |  | 21251 | *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=* Operation complete. Setting status: 2 =*=*=*=*=*=*=*=*=*=*=*=*=*

    10/20/17 12:10:07:075 | [INFO] |  | OOBE | DE |  |  |  | 21251 | :: END TIMER :: [Payload Operation :Acrobat DC/Acrobat DC Installer.pkg_17.012.20098] took 12165 milliseconds (12.165 seconds) DTR = 12368.6 KBPS (12.0787 MBPS)

    10/20/17 12:10:07:075 | [INFO] |  | OOBE | DE |  |  |  | 21251 | Calling the ROLLBACK custom action code for pre-install for payload Adobe Acrobat DC 17.12.20098.0 Acrobat DC/Acrobat DC Installer.pkg_17.012.20098

    10/20/17 12:10:07:079 | [INFO] |  | OOBE | DE |  |  |  | 21251 | No operation.  We're done:

    10/20/17 12:10:09:172 | [INFO] |  | OOBE | DE |  |  |  | 21251 | Total components installed: 0

    10/20/17 12:10:09:172 | [INFO] |  | OOBE | DE |  |  |  | 21251 | Total components repaired: 0

    10/20/17 12:10:09:172 | [INFO] |  | OOBE | DE |  |  |  | 21251 | Total components removed: 0

    10/20/17 12:10:09:172 | [WARN] |  | OOBE | DE |  |  |  | 21251 | DW050: The following payload errors were found during install:

    10/20/17 12:10:09:172 | [WARN] |  | OOBE | DE |  |  |  | 21251 | DW050:  - Adobe Acrobat DC: Install failed

    10/20/17 12:10:09:172 | [INFO] |  | OOBE | DE |  |  |  | 21251 | Call PostSession Custom Hook

    10/20/17 12:10:09:172 | [INFO] |  | OOBE | DE |  |  |  | 21251 | :: END TIMER :: [Total Timer] took 14363 milliseconds (14.363 seconds) DTR = 46.5084 KBPS (0.0454183 MBPS)

    10/20/17 12:10:10:230 | [INFO] |  | OOBE | DE |  |  |  | 21251 | -------------------------------------- Summary --------------------------------------

    10/20/17 12:10:10:230 | [INFO] |  | OOBE | DE |  |  |  | 21251 |  - 0 fatal error(s), 2 error(s)

    10/20/17 12:10:10:230 | [INFO] |  | OOBE | DE |  |  |  | 21251 | OSX version: 10.12.6 

    10/20/17 12:10:10:230 | [INFO] |  | OOBE | DE |  |  |  | 21251 |

    10/20/17 12:10:10:230 | [INFO] |  | OOBE | DE |  |  |  | 21251 | ----------- Payload: Adobe Acrobat DC 17.12.20098.0 Acrobat DC/Acrobat DC Installer.pkg_17.012.20098 -----------

    10/20/17 12:10:10:230 | [INFO] |  | OOBE | DE |  |  |  | 21251 | ERROR: DW006: Apple Package failed to install successfully.

    10/20/17 12:10:10:230 | [INFO] |  | OOBE | DE |  |  |  | 21251 | ERROR: DW003: Third party payload installer Acrobat DC/Acrobat DC Installer.pkg failed with exit code: 1

    10/20/17 12:10:10:230 | [INFO] |  | OOBE | DE |  |  |  | 21251 |

    10/20/17 12:10:10:230 | [INFO] |  | OOBE | DE |  |  |  | 21251 | Please search the above error string(s) to find when the error occurred.

    10/20/17 12:10:10:230 | [INFO] |  | OOBE | DE |  |  |  | 21251 | These errors resulted in installer Exit Code mentioned below.

    10/20/17 12:10:10:230 | [INFO] |  | OOBE | DE |  |  |  | 21251 | -------------------------------------------------------------------------------------

    10/20/17 12:10:10:230 | [INFO] |  | OOBE | DE |  |  |  | 21251 |

    10/20/17 12:10:10:230 | [INFO] |  | OOBE | DE |  |  |  | 21251 | Exit Code: 7 - Unable to complete Silent workflow.

    10/20/17 12:10:10:231 | [INFO] |  | OOBE | DE |  |  |  | 21251 | Successfully dumped analytics data at: /tmp/7D5E3122-0A69-44FF-BE16-B6B2DE809BD6/6578B5DA-82C6-402D-9BF4-2FAB47AA4FBD

    10/20/17 12:10:10:232 | [INFO] |  | OOBE | DE |  |  |  | 21251 | Please see specific errors for troubleshooting. For example, ERROR: DW003, DW006 ...

    10/20/17 12:10:10:232 | [INFO] |  | OOBE | DE |  |  |  | 21251 | *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

    10/20/17 12:10:10:232 | [INFO] |  | OOBE | DE |  |  |  | 21251 | END - Installer Session

    10/20/17 12:10:10:232 | [INFO] |  | OOBE | DE |  |  |  | 21251 | *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

    10/20/17 12:10:10:833 | [ERROR] |  | OOBE | DE |  |  |  | 21255 | ASU has quit unexpectedly.

      AnandSri
      Community Manager
      AnandSriCommunity Manager
      Community Manager
      October 19, 2017

      That's so awesome to hear. Give us a shout if you need any assistance in future related to Acrobat.

      Regards,

      Anand Sri.

      AnandSri
      Community Manager
      AnandSriCommunity ManagerCorrect answer
      Community Manager
      October 19, 2017

      Hi Andy_T,

      As per the description above, you are not able to uninstall and reinstall Acrobat DC, Is that correct?

      Please try the following troubleshooting steps:

      You may also refer to the steps in the following link Installing, uninstalling Adobe Acrobat X | Mac OS  Link: https://helpx.adobe.com/acrobat/kb/installing-uninstalling-acrobat-x-mac.html

      Uninstall option in Creative Cloud desktop app doesn’t work for Acrobat DC on Mac OS  Link: https://helpx.adobe.com/acrobat/kb/uninstall-acrobat-dc-using-cc-app-for-desktop-mac-os.html

      Hope this helps, and let us know how it goes.

      Regards,

      Anand Sri.

        A
        Andy_TAuthor
        Participant
        October 19, 2017

        Yes that is correct. I will try the steps described.

        Thank for the fast reply!

        Best regards,

        A

        A
        Andy_TAuthor
        Participant
        October 19, 2017

        Hello I managed to uninstall the Acrobat DC test version finally. What I needed to do was to kill all Adobe processes and then I tried again and the Apps uninstaller worked

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