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J
JT-in-AZ
Participating Frequently
October 27, 2017
Question

Acrobat Pro DC won't install following Creative Cloud update

  • October 27, 2017
  • 1 reply
  • 5094 views

Does anyone from Adobe monitor this forum? Does anyone know how to contact someone from Adobe with a bit of clout?

I have, for years, had Acrobat Pro DC running correctly alongside a CC Photo subscription.  The recent CC update installed an Acrobat Pro CC "trial."  I didn't want the trial, so from the drop-down menu, selected "Uninstall Trial."  It uninstalled just fine.  To my horror however, it also uninstalled my owned and well functioning Acrobat Pro DC.  I called Acrobat support (very difficult.. bounced around a lot); I'm not sure where I ended up, but I think it was a foreign support center.  The tech, following verification of my key code, sent me a download link.  Installation from the link worked for a while, then terminated with an Error 28000 followed by an installation unwind.  Now, there's lots of information on this error floating around the internet, and I've tried almost everything.  I opened my case on 10/17, and have been attempting to work with a mostly unresponsive tech.  I've sent detailed logs of my attempts, and screen shots.  He has had me try the same stuff on the internet.  I finally asked him to please escalate my problem as it is extremely critical to me to get this working.  In response, he sent me a message asking me to try something that had already been tried several times.  Almost exactly one minute later, with no input from me, I received a second message from this same tech stating that he considered my problem solved and that he had closed my case!  As might be expected, my problem has not been fixed.

This doesn't seem like the old Adobe I've worked with for years.  Does anyone have any new ideas, or know how I can reach someone at Adobe with the power to intervene.  Does the moderator of this forum have an Adobe contact?  If so, PLEASE use it.  This is absolutely critical to me.

This topic has been closed for replies.

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
October 28, 2017

do you have an acrobat 2017 perpetual license?  do you have an acrobat dc subscription?

J
JT-in-AZAuthor
Participating Frequently
October 28, 2017

Thanks for responding.  I have a perpetual license for Acrobat Pro DC 2015 (24-character key code), and I have a Creative Cloud photo subscription that I pay annually.  My perpetual license as shown on the Adobe web site is listed as "Adobe Acrobat Pro" v12, registered 2/5/2016.  It was verified at the start of my adventures with support.  Over time, with updates, the name of the product morphed to Acrobat Pro DC.  The installation file I was given by support, following key-code verification, is "Acrobat_2015_Web_WWMUI.exe."  When I attempt to install, it asks me for my key-code, and calls itself "Adobe Acrobat Pro DC 2015."

Note that as part of my debug, I used the provided installation file and installed on my laptop.  It worked flawlessly.  I have since deregistered my laptop so it won't interfere with my attempts to reinstall on my desktop.

kglad
Community Expert
kgladCommunity Expert
Community Expert
October 28, 2017

you'll have to be careful after fixing this.  any time you let the cc desktop app "update" your perpetually licensed acrobat, it will be converted to a subscription (which will last as trial for, at most, 7 days) and you'll need to repeat this procedure.  ie, never let the cc app update any perpetually licensed program.  you can count on it converting your perpetual license to a subscription aggravating you anew.

at this point (and save these instructions if you've ever been tempted to click 'update all' in your cc app),

1. use the cc desktop app to uninstall your acrobat trial.

2. rename (in case you need to restore) your Adobe PCD folder and SLStore folders*

3. reinstall your acrobat 2017** and activate with your serial number

4. update your acrobat (now and in the future) by directly downloading updates**

4. aside; when you open a cc app after doing this, you'll be prompted to sign in.

*

use this link for folder locations: https://helpx.adobe.com/creative-cloud/kb/configuration-error.htm

**

Single user licensee downloadable installation files available:


Updates

  • Download and installation help for Adobe links

  • Download and installation help for Prodesigntools links are listed on most linked pages.  They are critical; especially steps 1, 2 and 3.  If you click a link that does not have those steps listed, open a second window using the Lightroom 3 link to see those 'Important Instructions'.

And a big thank you to Jim @ Prodesigntools for helping me with these links!

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