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Can't install Acrobat DC Pro - revealed bug in CC desktop application & Adobe Application Manager

New Here ,
Mar 11, 2020 Mar 11, 2020

My apologies for the length of this post – I’ve tried to keep a running journal of the steps I’ve taken to fix the problem(s) I’m having, and this one has turned out to be a doozy.

I’ve recently upgraded from the free version of Acrobat Reader to Acrobat DC, but I am unable to install Acrobat DC on my Windows 10 device. The installer downloads successfully, and when I open it, I receive the OS prompt to allow Adobe Acrobat to make changes to my computer. But once I click yes, the installer disappears and nothing else happens. I’ve also attempted initiating the download both from Adobe’s website and from within the Acrobat Reader app, but when I do the latter, a loading bar titled “Downloading” will appear, and once it fills up, nothing more happens. This seems to be an analogue of the issue with the installer I got from the website. I then uninstalled Acrobat Reader, thinking that maybe there was a problem with Reader that was preventing the installation of Acrobat DC, and repeated the download, with no change.

 

In addition to Acrobat, I also have Adobe Creative Cloud and Photoshop installed on my device. Photoshop has always worked fine. At this point, I began to think that Creative Cloud may be causing problems with Adobe applications on my device. So, I attempted to uninstall Creative Cloud, so that I could re-download all my Adobe apps fresh. Uninstalling Creative Cloud first requires me to uninstall Photoshop. But I cannot uninstall Photoshop. When I click “Uninstall” in the Windows “Add/remove programs” window, nothing happens. (This was not the case when I uninstalled Acrobat Reader – that uninstall was successful.)

 

The FAQ for uninstalling photoshop (https://helpx.adobe.com/photoshop-elements/kb/uninstall-premiere-elements-photoshop-elements.html) says to download the Adobe Application Manager if I need to troubleshoot the uninstallation process for Photoshop. But I am encountering the same problem with Adobe Application Manager that I did with Acrobat DC: I can download the zip containing the installer and extract it just fine, but I cannot complete the installation. When I run the installer, it prompts me to sign in to my Adobe Account, which I am able to do. Once I’ve signed in, the installer begins running, but it always crashes before reaching 50%, without leaving an error message or any other feedback. Just like the installer for Acrobat DC, it simply ceases to exist, and I cannot even find anything resembling it in the list of active process in the task manager.

 

The only clue I have as to why this might be happening and why I think the different Adobe applications are interfering with each other is an error message that I have gotten on startup ever since I installed Creative Cloud. It says, “Adobe Creative Cloud, needed to resolve the problem, is missing or damaged. You can try to repair to fix the issue. If the problem persists, download and install the new copy from ‘http://www.adobe.com/go/adobecreativecloudapp’.” I’ve always ignored this error message since I’ve never noticed any problem, but maybe the problem it’s pointing to is related to why I can’t install Acrobat DC.

 

The online repair instructions for this error (https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html) suggest four methods, three of which involve manually uninstalling Creative Cloud. I can’t use those three methods because I can’t uninstall Photoshop. The other method (it’s #1 on that page) instructs me to repair the Creative Cloud application. I’ve attempted the repair process by clicking repair in the pop-up, which then initializes the Adobe Installer. The installer then gives me the following error message: “We’ve encountered the following issues: There seems to be a problem with the downloaded file(s). For troubleshooting tips, please visit our customer support page. (Error code: 72)”.

 

I’ve followed the instructions for fixing Creative Cloud Error 72 (https://helpx.adobe.com/creative-cloud/kb/Error-code-42-or-72-when-installing-or-updating-Creative-C...). It tells me to search for gpedit.msc to open the Local Group Policy Editor. I am running Windows 10 Home, and it looks like that this version of the OS doesn’t grant user access to the Local Group Policy Editor. I’ve also tried accessing it through the command prompt with no success. There are third-party applications that will allow me to access the editor, but I don’t think I want to let a third-party app make that change to my machine. The second suggested fix is to reinstall a security certificate. I’ve attempted that as well, and I am still getting Error 72. The next suggested step is to check the ACC.log for the line: “| [ERROR] | | ACC | LBS | WorkflowManager | | | 7248 | PIM Validation Failed:Process certificate didn't match to Adobe certificate! CANameChain:”. That line does not appear. The next suggested step is to check the certificate manually (as opposed to installing a new one and hoping that it works). I did this, and the signature gives the message “This digital signature is OK” that the instructions indicate is not associated with Error 72. So the certificate isn’t the cause of the error, and I can’t uninstall Creative Cloud to redownload it.

Help?

 

My primary goal is still to install Acrobat DC; I can live without Creative Cloud for the time being.

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Community Expert ,
Mar 11, 2020 Mar 11, 2020
LATEST
  • If this is a Teams or Enterprise account, contact your IT dept for assistance.
  • If this is an individual account, do you have any pending Windows updates?  If yes, you should install them now.
  • Does your computer user profile have administrative level permissions to install / uninstall software?
  • Did you try right-click, Run as Admin?

 

More on Error Code 72

https://helpx.adobe.com/creative-cloud/kb/Error-code-42-or-72-when-installing-or-updating-Creative-C...

 

Nancy O'Shea— Product User, Community Expert & Moderator
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