Can't install acrobat at all!

Report · Apr 09, 2018

Having real problems installing acrobat. It persistently fails to install. Once it has failed to install, the CC app upon restart considers it to be installed and displays the 'Open' button, so I click it and acrobat tries to open, but displays this error:

Configuration error

Please uninstall and reinstall the product.

If this problem still occurs, please contact Adobe technical support for help and mention the error code shown at the bottom of this screen.

Error: 1

The CC app even displays the 'Open' button when I don't have acrobat installed!

I'm on a Mac with fresh El Capitan installed. I have the full CC subscription, and have tried to install via the CC app, I have tried to download it from the adobe website as a standalone app, but that forces me to use the CC app and fails to install. So, I have started in safe mode and have managed to download the acrobat installer which starts an acrobat version of the CC app, but that fails too. I've even tried copying it from one computer and pasting it, but that still gives the same error.

I've uninstalled the CC app and obviously acrobat, but still no joy.

I assume that there is something written deep within the Mac OSX system files that has corrupted and I can't delete it when I uninstall acrobat.

I hope somebody can help me because I have been at this for days now, and I have to get some work done ASAP... I'm so stressed I am raging!

Thanks in advance!

Mat

Report · Apr 12, 2018

Right, I followed your steps several times but nothing happened. However, it seems that this is sort of an own fault issue which I'll explain for others if it helps them.

I have several disks plugged in to my Mac (one old, one new) and they both have an operating system on. One is an old OSX (Yosemite) and one a fresh new install of OSX (El Capitan). Both have the creative suite on them.

It seems that the creative cloud app can see the old version of Acrobat on the old system disk and therefore considers it to be installed and won't allow it to be installed properly (thus causing the error 1) on the new system which is the start up disk. Actually, it won't even install it full stop on the new system because there is no Acrobat folder in the Applications folder. Even when entirely cleaned and I had just the creative cloud app installed, it still thought Acrobat was installed!

So, the only way it would work was to disconnect the old system disk entirely (not just eject) and for good measure follow the CC removal steps above, and then reinstall.

I then reconnected the old system disk and was able to copy all of my files and preferences etc over to the new system.

Thanks for your advice as I don't think I would've realised what was going on without it!

View solution in original post

Report · Apr 09, 2018

uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

Report · Apr 09, 2018

When you say uninstall everything, do you mean every single app that is included with the CC subscription, or just acrobat and the CC app?

Thanks.

Mat

Report · Apr 09, 2018

everything.

when you use the cleaner, you'll see:

and your should uninstall before cleaning per the info at the cleaner tool link.

Report · Apr 12, 2018