Autoupdate failing on Acrobat

Report · Apr 27, 2023

Hi all,

As per the title acrobat doesnt autoupdate. Manually running the process works.

Some enviroment information.

800 (roughly) installations, version 2022.001.20117. No endpoint user has any admin permission on the workstation. Acrobat was installed on a base image and then deployed via MDT.

The ARM task runs as scheduled, i have enabled the verbose logging. Below is the last log output.

[2023-04-27 08:14:42:0016] Adobe ARM 1.824.460.1047 logging started.
[2023-04-27 08:14:42:0016] Command Line: 
[2023-04-27 08:14:42:0016] Notify...
[2023-04-27 08:14:42:0016] Could not find ARM server to notify
[2023-04-27 08:14:42:0016]  GetLastError(): 2 - Det går inte att hitta filen.
[2023-04-27 08:14:42:0016] CreateSessionFromReportData... new instance
[2023-04-27 08:14:42:0016] No Report file
[2023-04-27 08:14:42:0016] SafeDeleteReportFile...
[2023-04-27 08:14:42:0016] InitUIStrings...
[2023-04-27 08:14:42:0036] UpdateARM...
[2023-04-27 08:14:42:0036] IsTimeElapsed...
[2023-04-27 08:14:42:0038] Minutes elapsed: 4343
[2023-04-27 08:14:42:0038] IsErrorExpired...
[2023-04-27 08:14:42:0038] Last error is not registered
[2023-04-27 08:14:42:0038] IsAnyProductInFullAuto...
[2023-04-27 08:14:42:0039] EULA accepted from 2
[2023-04-27 08:14:42:0039] found product in full auto: {291AA914-A987-4CE9-BD63-0C0A92D435E5}
[2023-04-27 08:14:42:0039] InitListener...
[2023-04-27 08:14:42:0039] Init...
[2023-04-27 08:14:42:0039] Notify...
[2023-04-27 08:14:42:0039] Could not find ARM server to notify
[2023-04-27 08:14:42:0039]  GetLastError(): 2 - Det går inte att hitta filen.
[2023-04-27 08:14:42:0039] StartServer...
[2023-04-27 08:14:42:0039] IsVistaOrLater returns 1
[2023-04-27 08:14:42:0039] ARM Server started
[2023-04-27 08:14:42:0039] Action added: Listener
[2023-04-27 08:14:42:0039] SetupArmUpdate...
[2023-04-27 08:14:42:0039] InitDownloadForArmUpdate...
[2023-04-27 08:14:42:0040] GetOverwriteURL...
[2023-04-27 08:14:42:0041] No overwrite file
[2023-04-27 08:14:42:0041] DownloadArmManifest...
[2023-04-27 08:14:42:0050] DownloadFileAndWait()
[2023-04-27 08:14:46:0542] Creating BITS job LocalFileName:C:\Users\dc00232\AppData\Local\Adobe\ARM\S\ArmManifest3.msi
[2023-04-27 08:14:46:0542] Creating BITS job RemoteName:https://armmf.adobe.com/arm-manifests/win/ArmManifest3.msi
[2023-04-27 08:14:46:0542] downLoadFileSet(): File Count: 1
[2023-04-27 08:14:52:0643] StoreCRD...
[2023-04-27 08:14:52:0643] No CRD to store
[2023-04-27 08:14:52:0645] BITs download success: C:\Users\dc00232\AppData\Local\Adobe\ARM\S\ArmManifest3.msi
[2023-04-27 08:14:52:0794] valid after BITs download: C:\Users\dc00232\AppData\Local\Adobe\ARM\S\ArmManifest3.msi
[2023-04-27 08:14:52:0794] ProcessArmUpdateManifest...
[2023-04-27 08:14:52:0808] AllowedLogsessionDllVersionsHBEOLSDK: 8.8.0.2;8.8.0.5
[2023-04-27 08:14:52:0808] InitArmUpdate...
[2023-04-27 08:14:52:0808] EvaluateCondition...: DisableArmUpdate
[2023-04-27 08:14:52:0808] ProcessOSCondition...
[2023-04-27 08:14:52:0808] CheckSystemRequirements os,sp = 100 0 osString = 100W6, physicalMemory (32431) = 32768
[2023-04-27 08:14:52:0808] CheckSystemRequirements failed. Required MaxOS: 60
[2023-04-27 08:14:52:0808] ARM update record found
[2023-04-27 08:14:52:0808] IsNewArmAvailable...
[2023-04-27 08:14:52:0808] GetFileVersion(): C:\Program Files (x86)\Common Files\Adobe\ARM\1.0\AdobeARM.exe
[2023-04-27 08:14:52:0808] File version: 1.824.460.1047
[2023-04-27 08:14:52:0808] IsNewArmAvailable: ARM version is up to date, returning 0.
[2023-04-27 08:14:52:0808] Newer version ARM update is not available
[2023-04-27 08:14:52:0808] RegisterResult...
[2023-04-27 08:14:52:0809] LogReportDataIntoAnalytics... requested by update ARM
[2023-04-27 08:14:52:0809] Product info missing, cannot report data
[2023-04-27 08:14:52:0809] SafeDeleteReportFile...
[2023-04-27 08:14:52:0809] IsAnyProductInFullAuto...
[2023-04-27 08:14:52:0809] EULA accepted from 2
[2023-04-27 08:14:52:0809] found product in full auto: {291AA914-A987-4CE9-BD63-0C0A92D435E5}
[2023-04-27 08:14:52:0809] ************************************
[2023-04-27 08:14:52:0809] InitSessionWithProduct...
[2023-04-27 08:14:52:0809] FindCurrentPDFOwner...
[2023-04-27 08:14:52:0810] GetFileVersion(): C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
[2023-04-27 08:14:52:0810] File version: 22.1.20117.0
[2023-04-27 08:14:52:0811] ProductCode: {AC76BA86-1033-FF00-7760-BC15014EA700}
[2023-04-27 08:14:52:0811] ProductName: Adobe Acrobat DC (64-bit)
[2023-04-27 08:14:52:0811] ProductVersion: 22.001.20117
[2023-04-27 08:14:52:0811] ProductUACPatching: enabled
[2023-04-27 08:14:52:0811] Product UI Language: ENU
[2023-04-27 08:14:52:0811] ProductLanguage installed: 0
[2023-04-27 08:14:52:0811] ProductRegistry: SOFTWARE\Adobe\Adobe Acrobat\DC
[2023-04-27 08:14:52:0811] ProductInstallDir: C:\Program Files\Adobe\Acrobat DC\
[2023-04-27 08:14:52:0811] Manifest URL: https://armmf.adobe.com/arm-manifests/win/AcrobatDCx64Manifest3.msi
[2023-04-27 08:14:52:0811] InitUIStrings...
[2023-04-27 08:14:52:0811] re-initializing strings with langauge: ENU
[2023-04-27 08:14:52:0831] Run_SpeedLaunchers...
[2023-04-27 08:14:52:0831] Token time: 133269607608750288
[2023-04-27 08:14:52:0831] Registered time : 133269607608750288
[2023-04-27 08:14:52:0831] Started auto mode for: Acrobat
[2023-04-27 08:14:52:0831] CanRun...
[2023-04-27 08:14:52:0831] IsPatchingDisabled...
[2023-04-27 08:14:52:0831] Std User, will update
[2023-04-27 08:14:52:0831] StartProduct...
[2023-04-27 08:14:52:0831] IsEULA_Accepted...
[2023-04-27 08:14:52:0831] EULA accepted from 2
[2023-04-27 08:14:52:0831] GetPreferences...
[2023-04-27 08:14:52:0831] Using registered preference AUTO_OFF
[2023-04-27 08:14:52:0831] Automatic updates preference is off, code: 120200
[2023-04-27 08:14:52:0831] LogReportDataIntoAnalytics... requested by finished with product
[2023-04-27 08:14:52:0831] No Report file
[2023-04-27 08:14:52:0831] CleanupObsoleteFolders...
[2023-04-27 08:14:52:0831] cleanup not allowed by product Manifest
[2023-04-27 08:14:52:0831] ************************************
[2023-04-27 08:14:52:0831] InitSessionWithProduct...
[2023-04-27 08:14:52:0831] InitProduct...
[2023-04-27 08:14:52:0831] Started Product: {291AA914-A987-4CE9-BD63-0C0A92D435E5}
[2023-04-27 08:14:52:0831] C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
[2023-04-27 08:14:52:0832] DisableAnyUI is registered
[2023-04-27 08:14:52:0832] ProductCode: {291AA914-1033-4CE9-BD63-0C0A92D435E5}
[2023-04-27 08:14:52:0832] ProductName: AcrobatServices
[2023-04-27 08:14:52:0832] ProductVersion: 22.001.20117.1
[2023-04-27 08:14:52:0832] Product UI Language: ENU
[2023-04-27 08:14:52:0832] ProductInstallDir: 
[2023-04-27 08:14:52:0832] ProductUACPatching: disabled
[2023-04-27 08:14:52:0832] Product initialized: {291AA914-A987-4CE9-BD63-0C0A92D435E5}
[2023-04-27 08:14:52:0832] Started auto mode for: {291AA914-A987-4CE9-BD63-0C0A92D435E5}
[2023-04-27 08:14:52:0832] CanRun...
[2023-04-27 08:14:52:0832] IsPatchingDisabled...
[2023-04-27 08:14:52:0832] Std User, will update
[2023-04-27 08:14:52:0832] StartProduct...
[2023-04-27 08:14:52:0832] GetPreferences...
[2023-04-27 08:14:52:0832] Using registered preference AUTO_ALL
[2023-04-27 08:14:52:0832] IsTimeElapsed...
[2023-04-27 08:14:52:0832] Minutes elapsed: 4343
[2023-04-27 08:14:52:0832] IsErrorExpired...
[2023-04-27 08:14:52:0832] Last error is not registered
[2023-04-27 08:14:52:0832] InitDownloadManager...
[2023-04-27 08:14:52:0832] GetOverwriteURL...
[2023-04-27 08:14:52:0832] No overwrite file
[2023-04-27 08:14:52:0832] Product can start
[2023-04-27 08:14:52:0835] Network is available, waited 0 ms
[2023-04-27 08:14:52:0835] Action added: Download Manifest
[2023-04-27 08:14:52:0835] Downloading Manifest:
[2023-04-27 08:14:52:0835]    URL: https://armmf.adobe.com/arm-manifests/win/ServicesUpdater/DC/AcroManifest3.msi
[2023-04-27 08:14:52:0835]    file: C:\Users\dc00232\AppData\Local\Adobe\ARM\{291AA914-A987-4CE9-BD63-0C0A92D435E5}\AcroManifest3.msi
[2023-04-27 08:14:52:0835] DownloadFileAndWait()
[2023-04-27 08:14:52:0836] Creating BITS job LocalFileName:C:\Users\dc00232\AppData\Local\Adobe\ARM\{291AA914-A987-4CE9-BD63-0C0A92D435E5}\AcroManifest3.msi
[2023-04-27 08:14:52:0836] Creating BITS job RemoteName:https://armmf.adobe.com/arm-manifests/win/ServicesUpdater/DC/AcroManifest3.msi
[2023-04-27 08:14:52:0836] downLoadFileSet(): File Count: 1
[2023-04-27 08:14:54:0065] StoreCRD...
[2023-04-27 08:14:54:0065] No CRD to store
[2023-04-27 08:14:54:0069] BITs download success: C:\Users\dc00232\AppData\Local\Adobe\ARM\{291AA914-A987-4CE9-BD63-0C0A92D435E5}\AcroManifest3.msi
[2023-04-27 08:14:54:0113] valid after BITs download: C:\Users\dc00232\AppData\Local\Adobe\ARM\{291AA914-A987-4CE9-BD63-0C0A92D435E5}\AcroManifest3.msi
[2023-04-27 08:14:54:0114] TransferProductManifest...
[2023-04-27 08:14:54:0115] Transfered: C:\ProgramData\Adobe\ARM\{291AA914-A987-4CE9-BD63-0C0A92D435E5}\AcroManifest3.msi
[2023-04-27 08:14:54:0115] Action deleted: Download Manifest
[2023-04-27 08:14:54:0115] ReportSessionData...
[2023-04-27 08:14:54:0119] InitSession...
[2023-04-27 08:14:54:0119] InitUpdateData...
[2023-04-27 08:14:54:0156] Init from: C:\ProgramData\Adobe\ARM\{291AA914-A987-4CE9-BD63-0C0A92D435E5}\AcroManifest3.msi
[2023-04-27 08:14:54:0156] InitExtraManifestProperties...
[2023-04-27 08:14:54:0156] InitUpdateFromProductUpdatesTable...
[2023-04-27 08:14:54:0156] MDOV1615
[2023-04-27 08:14:54:0156] InitUpdateFromProductUpdatesExTable...
[2023-04-27 08:14:54:0156] InitUpdateDataFromRecord...
[2023-04-27 08:14:54:0156] InitUpgrade...
[2023-04-27 08:14:54:0156] Upgrade data not available: Upgrade ID
[2023-04-27 08:14:54:0156] File list in Manifest: RdrServicesUpdater2_en.exe
[2023-04-27 08:14:54:0156] InitUpdateFiles...
[2023-04-27 08:14:54:0156] SetUpdateSelection..
[2023-04-27 08:14:54:0157] entered evaluation for: Update_all
[2023-04-27 08:14:54:0157] EvaluateCondition...: AllowedARMVersions
[2023-04-27 08:14:54:0157] ProcessFileCondition...
[2023-04-27 08:14:54:0157] File: C:\Program Files (x86)\Common Files\Adobe\ARM\1.0\AdobeARM.exe
[2023-04-27 08:14:54:0158] File version: 1.824.460.1047
[2023-04-27 08:14:54:0158] Condition met
[2023-04-27 08:14:54:0158] EvaluateCondition...: condupdate_en
[2023-04-27 08:14:54:0158] ProcessRegCondition...
[2023-04-27 08:14:54:0158] registered DWORD value: 0
[2023-04-27 08:14:54:0158] Update_all evaluated to Skip
[2023-04-27 08:14:54:0158] RegisterResult...
[2023-04-27 08:14:54:0159] No files in Session, setting NO_UPDATES mode
[2023-04-27 08:14:54:0159] CancelJobs
[2023-04-27 08:14:54:0159] GetJobs
[2023-04-27 08:14:54:0161] no registered jobs
[2023-04-27 08:14:54:0162] UAC is enabled
[2023-04-27 08:14:54:0162] LogReportDataIntoAnalytics... requested by finished with product
[2023-04-27 08:14:54:0162] LetProductUseArmReportData...
[2023-04-27 08:14:54:0162] module path not found
[2023-04-27 08:14:54:0162] done with Report file
[2023-04-27 08:14:54:0163] SafeDeleteReportFile...
[2023-04-27 08:14:54:0163] CleanupObsoleteFolders...
[2023-04-27 08:14:54:0163] cleanup not allowed by product Manifest
[2023-04-27 08:14:54:0163] ************************************
[2023-04-27 08:14:54:0163] InitSessionWithProduct...
[2023-04-27 08:14:54:0163] InitProduct...
[2023-04-27 08:14:54:0163] Started Product: {291AA914-A987-4CE9-BD63-0C0A92D435E5}
[2023-04-27 08:14:54:0163] Skipping previously checked Product
[2023-04-27 08:14:54:0163] Finished search for registered products: 
[2023-04-27 08:14:54:0163]  Error Code: 259
[2023-04-27 08:14:54:0163] LogReportDataIntoAnalytics... requested by exit instance
[2023-04-27 08:14:54:0163] No Report file
[2023-04-27 08:14:54:0163] Cleanup...
[2023-04-27 08:14:54:0163] CleanupEx...
[2023-04-27 08:14:54:0163] Notify...
[2023-04-27 08:14:54:0163] WriteFile succeeded in Notify
[2023-04-27 08:14:54:0164] Notify...
[2023-04-27 08:14:54:0175] Listener - ARM_MESSAGE_FROM_ARM_CLEANUP
[2023-04-27 08:14:54:0175] WriteFile succeeded in Notify
[2023-04-27 08:14:54:0190] Requested to stop listener
[2023-04-27 08:14:54:0190] Confirming request to stop listener
[2023-04-27 08:14:54:0190] Action deleted: Listener
[2023-04-27 08:14:54:0378] ARM returns ERROR_SUCCESS
[2023-04-27 08:14:54:0378] Adobe ARM 1.824.460.1047 logging finished.

Report · Apr 27, 2023

This line in the log shows why

[2023-04-27 08:14:52:0831] Automatic updates preference is off, code: 120200

Report · Apr 27, 2023

Where is this option controlled? I have no group policies, or any changes that I can relate to this option being disbaled. If i search through adobe/google this exact code theres no resources relating to what it means or what it relates to?

If i check the registry setting for adobe it is set to 3 - update and install.

Report · Apr 27, 2023

Registry path depends on a product. In your case it is-

HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe ARM\Legacy\Acrobat\{AC76BA86-1033-FF00-7760-BC15014EA700}

Registry value is Mode. Please make sure it is set to 3

If it is not set to 3, you will need to find out how it happenned; by default Acrobat installer sets it to 3

Report · Apr 27, 2023

As mentioned in the post this value is set to 3.

Report · Apr 27, 2023

Please export registry below and send me reg file in the private message. You might need to change file extension.

HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe ARM

Report · Apr 27, 2023

Here you go.

Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe ARM]

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe ARM\1.0]

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe ARM\1.0\ARM]
"iLastSvcSuccess"=dword:00004630
"iRandom"=dword:000074c8
"iCheck"=dword:00000003
"Set iLogLevel"=dword:00000001

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe ARM\1.0\ARM\Products]

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe ARM\1.0\ARM\Products\Acrobat]
"UpdateResult"="SUCCESS"

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe ARM\1.0\ARM\Products\{291AA914-A987-4CE9-BD63-0C0A92D435E5}]
"UpdateResult"="SUCCESS"

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe ARM\Legacy]

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe ARM\Legacy\Acrobat]

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe ARM\Legacy\Acrobat\{AC76BA86-1033-FF00-7760-BC15014EA700}]
"Check"=dword:00000048
"Mode"=dword:00000003
"TrackName"="DC"
"ManifestURL_3"="https://armmf.adobe.com/arm-manifests/win/AcrobatDCx64Manifest3.msi"

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe ARM\Products]

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe ARM\Products\{291AA914-A987-4CE9-BD63-0C0A92D435E5}]
"ManifestURL_3"="https://armmf.adobe.com/arm-manifests/win/ServicesUpdater/DC/AcroManifest3.msi"
"PolicyDisableUpdater"="SOFTWARE\\Policies\\Adobe\\Adobe Acrobat\\DC\\FeatureLockDown\\cServices"
"DisableAnyUI"=dword:00000001
"ManifestURL_2"="https://armmf.adobe.com/arm-manifests/win/ServicesUpdater/DC/AcroManifest2.msi"
"ProductCode"="{291AA914-1033-4CE9-BD63-0C0A92D435E5}"
"ManifestURL"="https://armmf.adobe.com/arm-manifests/win/ServicesUpdater/DC/AcroManifest.msi"
"Check"=dword:00000048
"ProductName"="AcrobatServices"
"ProductVersion"="23.001.20143.0"
"Mode"=dword:00000003
"InstalledValidate"="C:\\Program Files\\Adobe\\Acrobat DC\\Acrobat\\Acrobat.exe"

Report · Apr 27, 2023

Thank you.

Mode value looks correct. I have to ask - is this registry export from the same system from where you provided log file initially? The reason I am asking is that you provided verbose log, which is not default. To enable verbose logging you'd have to set iLogLevel registry value. However, in the registry you provided iLogLevel is not set correctly, it shows as

"Set iLogLevel"=dword:00000001

This makes me think that log and registry are from different systems.

Can you please double check this?

Also, after setting iLogLevel correctly on this system perform a few steps:

1. delete tLastT_Acrobat registry value from HKEY_CURRENT_USER\SOFTWARE\Adobe\Adobe ARM\1.0\ARM

2. launch AdobeARM.exe from C:\Program Files (x86)\Common Files\Adobe\ARM\1.0

3. Wait a few minutes, collect and send me AdobeARM.log file from User Temp folder

You can send it to me in the private message; the thread is becoming unreadable.

Report · Apr 28, 2023

yes sorry i grabbed the wrong files. i have sent you the correct reg file form the correct machine that the same logs came form.

Report · Apr 28, 2023

No problem. The registry you provided shows that auto update is not enabled for Acrobat. Here is what Acrobat sections looks like:

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe ARM\Legacy\Acrobat\{AC76BA86-1033-FF00-7760-BC15014EA700}]
"Check"=dword:00000048
"Mode"=dword:00000000
"TrackName"="DC"
"ManifestURL_3"="https://armmf.adobe.com/arm-manifests/win/AcrobatDCx64Manifest3.msi"

As you can see Mode value is set to 0 instead of 3

I can't tell you how it happenned, most likely someone or something changed this value before deployment or post deployment. You can probably find a way to update this value using appropriate tools on all systems you want.

However, if you deployed Acrobat from customised installer, where Mode value has been changed, most likely it will be reset to customised value 0 because any time MSI transaction is executed (during Update for example) original transform created by custimization gets applied.

Report · Apr 28, 2023

I have adjusted the value on the machine and will wait to see what happens.

If this is the case and we have 800 machines configured this way, how can I got about changing this vlaue (assuming that it was done via a custom installer). I can force a newer version on top as a new installation, would this correct the issue or would i have to remove and re-install all applications?

Report · Apr 28, 2023

Try to run Repair Installation from Help menu on the system where you changed Mode value to 3 manually.

If after repair Mode value is still 3, you should be fine just to update the value on all systems.

If the value is changed back to 0, you have a few choices-

1. Uninstall Acrobat and install without this customization.

2. Push Mode value every few days to all systems.

You should not "force a newer version on top as a new installation". The only way to overwrite installed Acrobat is to create new version using AIP (Admin Install Point), update it with a newest patch and deploy, If you do that, you will not be able to simply update this deployed version with next patch(s); you will have to create new AIP each time new patch is released and deploy it on top of existing Acrobat.

Those are MSI basics, not Adobe specific.