Participant

Question

Acrobat DC can't be installed. To update to Acrobat DC uninstall the existing version of Acrobat.

Forum|Forum|10 years ago
September 30, 2015
10 replies
18839 views

Received this message when trying to update from Acrobat X Pro. We uninstalled Acrobat X Pro, re-booted, and tried to install again. Got the same message. Now what?

Install update and subscribe to Acrobat

This topic has been closed for replies.

martynl29300776

Participant

I had the sme frstration so I downloaded the free trial version of Acrobat and hey presto it freed up the version that had previously refused to install and update. Hope this works for you too. Cheers

L

LizonT

Participant

Download and Install the Trial Version of DC Pro.

melaniel55767318

Participant

Seems to have worked. Thanks!

L

LizonT

Participant

Could you mark my answer up as correct, it will help a lot of people. I've searched for hours before I found the solution!

Thanks

B

Beaufighter

Participant

Who remembers when Adobe products just worked?

S

saleemus

Known Participant

Lol! That's funny!

But what is not funny is how little support we are getting in this forum.

I would recommend trying Adobe on twitter, I have had much better support over there. Although they haven't resolved the issue, as I would have posted the results here, I at least got a response.

Apparently they are aware of it, it is a bug they are working on, but I have heard nothing for weeks.

My issue, explained above, is that having cs6 i do not qualify for acrobat dc, but my cc desktop app keeps on prompting me to upgrade to dc, which after I tried unknowingly started all my problems.

Best of luck guys!

S

saleemus

Known Participant

So, for all of those who have CS6 products etc i have found part of the problem. I was told on twitter that you cannot upgrade Acrobat X to Acrobat DC, presumably because you do not have a CC subscription and Acrobat DC is for CC users. (Adobe Acrobat on Twitter: "@Saleemsaab It wont be possible to upgrade Acrobat individually as its part of CS6, it will a…)

Despite the CC desktop app constantly trying to get you to do so, if you are trying to upgrade from the CC desktop app prompts, you can't, if you have CS6 or lower. I am just waiting for Adobe to get back to me as to how i can stop the CC desktop app prompts to upgrade to Acrobat DC.

I hope this helps someone.

S

slumadrid

Participant

Having the same issue, I hope they can find a solution. Same problem with old Acrobat Pro version.

S

saleemus

Known Participant

So, even though it was working previously in the midst of this fiasco, now, when i try to use any of my applications i get the message "CS6 Design and Web premium - Your application install seems to be damaged, Please reinstall the application". What on earth is going Adobe!

graphicmuse

Participating Frequently

I did a clean install of my operating system and now I'm reinstalling all my apps...All so far have work except Acrobat DC. I've tried several times, but it still doesn't work. any ideas?

sumitash1

Adobe Employee

Please click on "Retry" button, it should solve the problem.

If the issue persists, please refer to Error -60 when trying to download Adobe applications

Acrobat DC can be downloaded from Download Adobe Acrobat DC (Continuous) | Enterprise or VIP (if it still encounters download error from Creative Cloud)

Thanks,

Sumita

sumitash1

Adobe Employee

I had the same error messages as above "Acrobat DC cannot be installed. To update to Acrobat DC uninstall the existing version of Acrobat". So I uninstalled my Acrobat XI Pro.

Then i Installed Acrobat DC per the link sumitash1 gave us. NOW the application is telling me that I have a 30 day trial period?!! And I do not have my Acrobat Pro on the system anymore?!

I would much rather have my Acrobat XI Pro than a trial period of DC? What is this?

Sorry for the inconvenience caused, andreass73125164

Acrobat DC shows up with "Update" button in CC desktop, to users having previous version of Acrobat even when they do not have subscription for it. This issue is being fixed.

It is not recommended to remove previous version of Acrobat, if one does not have subscription to Acrobat DC.

From your post, my understanding is that you wish to get back the Acrobat XI for which you have license. Please download it from Download Adobe Acrobat products | Standard, Pro | DC, XI, X , and then license it.

N

neill27052947

Participant

Did you figure this out?
I just had the same issue. My solution: Download and Install the Trial Version of DC Pro.
Creative Cloud now says that Acrobat DC is "Up to Date".

S

saleemus

Known Participant

Thank you Neil, sounds like a good idea. I will maybe try this if i manage to get my other issues sorted out.

Thanks and best wishes.

K

katyaw21915353

Participant

I'm having the same issue. Un-installe Acrobat previous version and am still getting the error message.

sumitash1

Adobe Employee

Hi katyaw21915353,

If your previous Acrobat version installed as part of suite, please use suite un-installer (at /Applications/Utilities/Adobe Installers) to un-install Acrobat previous version (If you have already run Acrobat previous version un-installer, please un-install again using suite un-installer), and re-start the machine to clear system state.

If your previous version was not part of suite or just in case you still see un-install previous version installed error (after un-installing from suite and restart), you may need to use CC cleaner tool from https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html and restart the system, to resolve the issue. (You would need to re-install other product from suite as required)

Thanks,

Sumita

S

saleemus

Known Participant

Hi there

My Acrobat was part of a CS6 design suite, i followed the instructions above "please use suite un-installer (at /Applications/Utilities/Adobe Installers) to un-install Acrobat previous version (If you have already run Acrobat previous version un-installer, please un-install again using suite un-installer), and re-start the machine to clear system state."

I still get the message "Acrobat DC can't be installed. To update to Acrobat DC uninstall the existing version of Acrobat."

Any more suggestions?

Thank you

Anubha Goel

Community Manager

Hi Cadmgr,

Please let me know if you are trying to install an upgrade version of Acrobat DC from Acrobat X version.

It is recommended to install only one version of the software at a time.

So, if you are trying to install Acrobat DC, then please uninstall the previous version (Acrobat X) first and then install the new one.

Regards,

Anubha

R

rdps180882

Participant

I had CS 5 installed.

As part of it, there was an installation of Acrobat X.

I uninstalled Acrobat X.

I still receive the error message.

sumitash1

Adobe Employee

Hi Greg/ Dan,

In case you are still getting this error on clicking "Update" button, please feel free to download Acrobat DC from Download Acrobat DC (Continuous) | Enterprise or VIP

Assuming that you have CC (Creative Cloud) subscription, Acrobat DC would use that subscription automatically.

Thanks,

Sumita

R

rdps180882

Participant

Same issue here!

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