Error 16 installing Acrobat DC inCreative Cloud

[andyw13412392]

Hi all,

I'm having issues installing Adobe Acrobat PRO DC. Following installing, an error message (as per attached picture) comes up and prevent me from using the program.

I have followed the following answers on the forum already but still no luck.

error 16 

Configuration error in Adobe Creative Cloud

I would appreciate any help to fix this issue.

Thanks in advance!

[kglad]

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

remove your adobe pcd and slstore folders (see your 2nd link for locations)

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

[andyw13412392]

Hi,

Thanks for you help. I went through your instructions step by step but still no luck.
Any ideas?

Much appreciate you time and help.

Thanks!

[kglad]

what's your os?

do you have an acrobat subscription?  if yes, are you using the cc desktop app from here to install acrobat, https://creative.adobe.com/products/creative-cloud ?

[andyw13412392]

I'm using Windows 10

The current account does not have a subscription but I have used one with a subscription also. Yes I've been using the cc desktop app to install acrobat.

Thanks.

[kglad]

if you don't have a subscription, do you have a perpetual (classic) license?  if so, why are you using the cc desktop app to install acrobat?

[andyw13412392]

I'm not sure what a perpetual (classic) licensed is. I haven't purchased any?

I'm using cc desktop to install acrobat and it automatically did so when I tried installing it from the Adobe website.

[kglad]

do you have a license of any sort for acrobat dc?

if you're not sure, you can check your account, https://accounts.adobe.com

[andyw13412392]

Nothing. It only showed a creative cloud free membership.

[kglad]

are you paying for a subscription?

if not, why are you trying to install acrobat?

[andyw13412392]

I'm using my personal account right now, trying to get it work with the free trial. My work's account has a subscription which I was planning to swtich to, but no luck with the installation.

[kglad]

try resetting the permissions on the folders you previously deleted (but will have been recreated when that error 16 was triggered).

Re: Error 16 installing Acrobat DC inCreative Cloud

[andyw13412392]

I have tried the whole process again including permission to the folders but still the same error 16 comes up.

[kglad]

using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

or contact the Adobe Twitter team at @AdobeCare

[andyw13412392]

Great. Thank you so much for the help.

[kglad]

you're welcome.

hopefully, they'll be able to walk through those steps on your computer and find the problem.

[andyw13412392]

Sorry, one last thing.

I've followed the link to chat with adobe but the only option it allows me is to post in this forum. The phone option disappears after following the prompts. Any ideas?

[kglad]

you can't use phone.  use the chat option, or even easier, use twitter.

[andyw13412392]

It doesnt give me a chat option either. I will try twitter.

Thanks!