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T
thomass96212141
Participating Frequently
January 27, 2020
Frage

Can't install Adobe Acrobat cos of bug (Sudoers files)

  • January 27, 2020
  • 3 Antworten
  • 1815 Ansichten

After my company last week created a new licence to me (instead of renewing the exsisting one), I then couldn't log out of Adobe Acrobat to sign in on my new account (email). Adobe Support then through IP-access deleted Acrobat, but they tried in vain for 3 hours to reinstall Acrobat until they found out there is a bug. 

 

Here is the message from Adobe support: 

 

“I have analysed the log file and found the it exit code 7 due to which the application is not installing. It happens due to the issue with the Sudoers file of MAC OS”. [..] “Our engineering team is all working on it and declared it as ongoing bug. The reference bug number is ADC-4275028"

 

I have been reasured that the Adobe engineers are working on this bug and will fix it ASAP, but they can't tell me if it will take days, weeks or even months. They also declined to send me a installation file to Adobe Acrobat without yearly subscription with an extended trial until they have fixed this bug. This is quite an unacceptable way to treat a paying customer and without access to Adobe Acrobat from my Mac I spent ca. 1,5 - 2 hours extra on work every day (creating and rearranging PDF's through online services take so much extra time!). 

 

Therefore, dear Community, what can I do? Do you know of old installation files I can install meanwhile until Adobe engineers have fixed the bug? 

 

PS: I use Mac Catalina 10.15.2 (19C57)

    Dieses Thema wurde für Antworten geschlossen.

    3 Antworten

    T
    thomass96212141Autor
    Participating Frequently
    February 14, 2020

    I'm still waiting for Adobe to take care of this bug (allthough they blame Apple, but why can every other app be installed without any problems? And why can't Adobe send me a standalone file for Acrobat until they have fixed this bug? My company is paying a HIGH monthly price for a product I can't use - that is really bad customer care!!). 

     

    However, since Adobe customer service can't or won't help me out, then I'ld like to hear you about this solutation ↓ 

     

    ***

    I finally found the problem and the solution.

    After googling it, it was suggested that maybe the sudoers file was broken.

    That was the case as the /etc/sudoers owner was UID 1 and not 0 as it should be.

    I logged in as root (http://support.apple.com/kb/HT1528) and then fixed the sudoers file by editing it with the cmd: visudo/etc/sudoers, then press "SHIFT+:" to open vi prompt, and enter "wq" to save and quit.

     

    Acrobat Pro X then installed successfully!

    ***

     

    It seems like a straightforward thing to do, but also risky if you have no experience in working with sudoers files ? 

    Amal.
    Amal.
    Legend
    February 25, 2020

    Hi there

     

    We are sorry for the trouble and the experience. 

     

    This bug is fixed with the new release of the Adobe Acrobat / Reader version 20.006.20034. Please go to Help > Check for Updates. 

     

    For more information, please use the help link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

     

    Let us know how it goes

     

    Regards

    Amal

    Amal.
    Amal.
    Legend
    March 3, 2020

    Please provide a guide to how to install it, Adobe! So you have now made an update that fixes the problem ("4275028: Acrobat installation failed on MAC with error Exit Code: 7. Installer hangs at “Running Package Scripts” due to invalid sudoers"). 

     

    That is GREAT news. 

     

    BUT! 

     

    An update doesn't help us who CANNOT install Adobe Acrobat Pro from scratch. Please provide us with a download link for the full version with this bux fixed. We are paying customers ! 


    Hi there 

     

    We are sorry for the trouble. Please try the following steps and see if that helps:

     

     

    If it still doesn't work, please create a new test user profile with full admin rights or enable the root account (https://support.apple.com/en-in/HT204012) and try to install the application there and check.

     

    Keep us posted with the results.

     

    Regards

    Amal

    B
    BArcher001
    Participant
    January 27, 2020

    I'm having this exact issue as well. Thanks for posting about this as I was beginning to go grey with frustration.

      R
      RuskinF
      Participating Frequently
      January 27, 2020

      I just think that you'll have to wait until the bug is fixed.

      I do not know of any workaround for the bug.

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