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Acrobat DC Installation Fails MacBook Pro Running Catalina

Forum|Forum|6 years ago
December 28, 2019
1 reply
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Acrobat DC Installation Fails on a brand new MacBook Pro 16” running Catalina, OS 10.15.2. The error message is: “The Installation Failed. The installer encountered and error that caused the installation to fail. Contact the software manufacture for assistance."

I migrated to the new MBP from on older one running Sierra. That included an older version of Acrobat X Pro that I’d been using. It is not compatible with the new Mac. I downloaded Acrobat DC with a license from my university. Not sure what version is it but it was “created” October 2, 2018.
The installation runs through the last step then generates the error message. It seems to quit after the “validation” process. I’m not sure if there’s a conflict wth having Acrobat X Pro on the machine. I don’t know how to uninstall AXP since it won’t launch.
Any ideas how to solve this?
Thanks.

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Community Expert

Community Expert

Yes you need to uninstall the old version first.

Also, to identify the version that you have follow these steps:

https://helpx.adobe.com/acrobat/kb/identify-product-version.html

Use the Adobe Acrobat and Reader Cleanup and Repair tool to remove old traces of your prior software.

To try and reinstall with a fresh start you also may have to uninstall the Student and Teacher version that is giving you problems.

Before reinstalling make sure that you have the right licensing info.

https://helpx.adobe.com/download-install/using/student-teacher-serial-product-code.html

https://helpx.adobe.com/x-productkb/policy-pricing/volume-licensing-site.html

See the following additional guidance:

The Installation Failed. The installer encountered and error that caused the installation to fail. Contact the software manufacture for assistance

To reinstall your Acrobat version from scratch follow these steps:

https://helpx.adobe.com/acrobat/how-to/download-acrobat-pro-dc.html?playlist=/services/playlist.helpx/products:SG_ACROBAT_PK~12/learn-path:key-techniques/playlist:topic/set-header:acrobat-beginner-tutorials/en_us.json&ref=helpx.adobe.com

https://helpx.adobe.com/download-install/kb/acrobat-downloads.html

And check for a list of updates here:

https://supportdownloads.adobe.com/product.jsp?product=1&platform=Macintosh&&red=a

System Requirements here:

https://helpx.adobe.com/acrobat/system-requirements.html

armstrong360Author

Participating Frequently

Thank you.

I checked my old computer to find the version of Acrobat X Pro that migrated to the new machine. It's 10.1.16.

Where do I get the Adobe Acrobat and Reader Cleanup and Repair tool? I can't open the old version of AXP on the new computer and version (Acrobat DC) won't install. Is there a standalone version of the tool?

Regarding licensing, I don't have a redemption code or serial number. I downloaded the installer directly from the university's IT site. I don't see a serial number or license in the installer info. Is there some way to tell if it's the right version?

Thank you again. I appreciate the help.

Community Expert

Community Expert

Thank you, Is_rbls

I afraid I don't see a Mac Version of the Adobe Reader and Acrobat Cleaner Tool here:

https://labs.adobe.com/downloads/acrobatcleaner.html

There's a Mac version of the Adobe Reader DC and Acrobat DC Cleaner Tool, but not Mac. Or am I missing something?

The other link you site you reference (https://www.nickromero.com/completely-remove-adobe-from-your-mac-in-2-steps/) only seems to be for Creative Cloud. The Creative Cloud I have (CS6) doesn't inlcude Acrobat X Pro. CS6 seems to be ok on the new Mac. (Or at least it isn't grayed out.) It's Acrobat X Pro and Adobe Flash that are old.

I'm willing to get rid of all of them (including CS6) and start again but need to uninstall Acrobat X Pro and Flash at a minimum.

Any help would be appreciated.

Thank you again.

PS--The link you provided earlier to the following guidance is incomplete, The Installation Failed. The installer encountered and error that caused the installation to fail. C...

Do you have the full url?

Thank you.

I apologize for those errors.

You're right, there is no uninstaller for your version.

Use this guidance instead: https://helpx.adobe.com/acrobat/kb/installing-uninstalling-acrobat-x-mac.html

Since you are willling to uninstall everything, go ahead and follow the step by step guide by Nick Romero but starting here first: https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html (scroll down in that page to where it says " Remove all products (macOS); then follow up with Nick Romero's method for the command line steps (if necessary).

As for the broken link see here: https://community.adobe.com/t5/get-started/mac-install-fail-the-installer-encountered-an-error-that-caused-the-installation-to-fail-contact-the/td-p/6736549