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R
rggann
Participating Frequently
November 13, 2017
Question

Cannot install Acrobat DC from inside Creative Cloud

  • November 13, 2017
  • 4 replies
  • 1894 views

When I click "install" on acrobat DC it fails with this error in "more information"

Exit Code: 7 Please see specific errors below for troubleshooting. For example,  ERROR: DW003, DW071 ...   
-------------------------------------- Summary --------------------------------------  
- 0 fatal error(s), 2 error(s)    
----------- Payload: Adobe Acrobat DC 17.12.20098.0 Adobe Acrobat\Setup.exe_17.012.20098 -----------  
ERROR: DW071:  
ERROR: DW003: Third party payload installer Adobe Acrobat\Setup.exe failed with exit code: 1603  
-------------------------------------------------------------------------------------

I've re-installed Creative Cloud.  No help.

This topic has been closed for replies.

4 replies

R
Adobe Employee
ravinderg62643219
Adobe Employee
November 15, 2017

Hi Rggann,

I have sent you a message asking for install logs. Please share logs with us so that we can check what is the issue and provide you with the resolution.

Regards

Ravi

R
rggannAuthor
Participating Frequently
November 15, 2017

I've gotten a message from our State OIT group today stating there is an issue with the CC licensing that they are working on.  I'm not sure if this is related to this problem because I'm now getting an error that my license has expired, which is new.  My license has not expired (it was renewed in July), so this is an error, however, it complicates this issue.  Let's wait till my OIT gets the issue resolved to verify that there is not some relationship here.

R
rggannAuthor
Participating Frequently
November 16, 2017

The OIT licensing issue is resolved and did not fix this problem. I've successfully installed other CC programs, but not Acrobat DC.  I'll send the log files via email cause I don't see a way to put them here.

Bani Verma
Bani Verma
Legend
November 14, 2017

Moving to Installing, Updating, & Subscribing to Acrobat​

R
rggannAuthor
Participating Frequently
November 14, 2017

I'm getting nowhere on this.  Have to say, I'm not impressed with Adobe's current support process.  The forum appears to be the only option I'm offered, chat and support call disappear.  So far, I've been advised to look at logs that just regurgitate what I already know from the errors - and I'm getting moved from forum to forum.  Is there a more viable support process?

Sigh.....

Kanikas
Kanikas
Legend
November 13, 2017

Moving to Creative Cloud Download & Install​

Ned Murphy
Ned Murphy
Legend
November 13, 2017

Exit Code: 6, Exit Code: 7 Installation Errors - http://helpx.adobe.com/creative-suite/kb/errors-exit-code-6-exit.html

Troubleshoot with install logs | CS5, CS5.5, CS6 - http://helpx.adobe.com/creative-suite/kb/troubleshoot-install-logs-cs5-cs5.html for information on how to review your installation logs

R
rggannAuthor
Participating Frequently
November 13, 2017

The install logs show nothing unusual.

The PDApp.log has some stuff, but it all looks fine.  The last line is:

11/13/17 15:04:34:092 | [INFO] | 3688 | ASU | OPM | P7Native |  |  | 12408 | Default user found for client_id: CreativeCloud_v4_3

In the "Installers" Directory I see a log file which has the following errors near the end.  These are basically the same errors I get reported and are non-sensical (meaning they tell me it didn't work).

11/13/17 11:30:46:436 | [ERROR] |  | OOBE | DE |  |  |  | 59504 | DW071:

11/13/17 11:30:46:437 | [ERROR] |  | OOBE | DE |  |  |  | 59504 | DW003: Third party payload installer Adobe Acrobat\Setup.exe failed with exit code: 1603

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