Participant

Question

Unable to install Acrobat Patch 9.2 on Mac

Forum|Forum|16 years ago
October 15, 2009
23 replies
77932 views

Case ID: 181226045

Customer is unable to install the Patch 9.2 for Acrobat 9.

Following are notes from customer:

Downloaded 9.2 patch. When attempting to install, message box said original software had been altered in some way and that patch cou
ldn't be installed. I have no idea how software was altered. Works fine right now. Would prefer not to have to reinstall.

OS is Snow Leopard
Operating System: Macintosh
Has it ever worked? If so, what's changed? (provide comments in description field): Not Applicable
Same results with different file?: Not Applicable
Same results with different computer?: No
Recent System Hardware or Software change?: Yes

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I

Inspirations Jardins

Participant

I tried everything, but it doesn' t work !

Mac OS X 10.5.8

I hope a solution is coming in a few days !?

Herve

Sandee Cohen

Legend

I don't think it is a Snow Leopard thing as I have the same problem with 10.5.8.

The patch fails.

I have repaired my installation of Acrobat.

But the patch still fails.

I blame Adobe.

Phillip M Jones

Inspiring

I have OSX.4.11 and the Auto Update fails but Downloading and installing from Adobe >Support >Updates does work.

S

sjgumshoe

Participant

I too dealt with Adobe's tech support robots for a few days - meaningless rote responses and referrals to canned adobe fix-it pages. There was an underlying denial of responsibility and a hint of having to deal with another idiot end-user. BUT, my fix . . . first, this is on a nehalem MacPro running 10.6.1. I got a hint for the fix from another user on this forum, who said he was running 10.5.8. It took some time, but I built an alternate boot volume on an external drive using the MacPro's system CD, which is 10.5.6. I booted the MacPro from the newly created 10.5.6 volume. The 10.6.1 internal drive / volume mounted on the desktop OK, making Adobe Acrobat Pro 9.1.3 accessible within its applications folder. I launched it and picked 'check for updates' from 'help' menu and this time it ran OK, updating the app within the 10.5.6 environment. After re-starting from the working 10.6.1 volume, it remained at the 9.2 build level and seems to be working OK. So far.

It'd be nice with if these large companies quit discounting legitimate gripes from the real world and pay a bit more attention.

D

dodsonmd

Participating Frequently

I wish the above two solutions had worked. I tried both to no avail. Is this really an essential update?

I did the get info on my Acrobat Pro 9.1.3, but there was no 'languages' option visible. Did I perhaps not install something?

Downloading the patch, and running it after 'repairing the installation' gave me the same result: "update failed, install has been altered or switched off", but I can't find what I may have 'turned off'.

Thanks for any suggestions.

John

Mac Pro, OS10.6.1

S

sjgumshoe

Participant

I've got a MacPro running 10.6.1 too - had to figure out a way to boot

from an external drive running 10.5.6. Then the update worked. An

essential update - who knows?

Adobe was no help at all.

V

vofl

Participant

I have just spend a couple of hours boxing against the error message: "Update failed. The patch has failed because the application has been modified ...".

The continued message promises: "... Please go to the Adobe support website for more information regarding how to re-enable disabled components prior to installing the patch."

Honestly: Adobe.com provides no help

Google shows a lot of people getting the error - and no solution. Suggestions - at no use - are:

Acrobat top menu -> Help -> Repair Acrobat Installation
Because of wrong file system on the Mac
/Applications/Adobe Acrobat 9 Pro/Contents/Resources/AMT/AUMProduct.aup has to be trashed.
Uninstall and then reinstall Acrobat Pro and then re-update all the updates
Log in a newly created administrator user.
Use English interface

THE SOLUTION - in my case - MacOS X 10.5.8 - Adobe CS 4 design standard:

Acrobat top menu -> Help -> Repair Acrobat Installation (just to be sure)
Quit Acrobat
In Finder select: /Applications/Adobe Acrobat 9 Pro/Adobe Acrobat Pro.app
Get Info
Open arrow Languages (below Preview)
Select all possible languages
Open arrow Plug-ins
Select all possible Plug-ins
Run the Acrobat update

Ta-dah ! that was it - - - - off to do garden work

A

Anonymous

I still am unable to install the update...I went so far as having Adobe send me a new copy of Adobe Acrobat Professional 9 and re-installing from the new DVD. I had the same exact problem with the same error message saying that some components had been removed and to reinstall them. I see someone here in the posts did get the update to work with their own installation of CS4 Creative suite. However, I checked the provided screenshot and noticed in the languages tab of the app his version was not an english product but for Norway.

So far, what I can tell is that Adobe is ignoring this problem because they have no clue how to fix the Adobe Acrobat Professional 9 update process which is already fantastically clumsy. What is really crazy is that according to security sources Adobe Acrobat and Adobe Reader are not secure and even though Adobe republished their security bulletin (see below), apparently, even with the patches the security appears not to be 100% secure.

Regardless, if many many people can't update their software to 9.2 any security enhancements will fall on uninstallable versions.

I honestly can't understand why Adobe can't take a few dollars out of their massive profits and address this software update issue for their loyal customers.

You'll notice Adobe hasn't posted an official response yet to this massive problem...I guess they'll simply take the money and run...It's shameful!!

Adobe Releases Security Bulletin for Adobe Reader and Acrobat

added October 13, 2009 at 03:41 pm

Adobe has republished security bulletin APSB09-015 to address multiple vulnerabilities in Adobe Reader and Acrobat. These vulnerabilities may allow an attacker to execute arbitrary code, escalate local privileges, or cause a denial-of-service condition.

US-CERT encourages users and administrators to review Adobe security bulletin APSB09-015 and apply any necessary updates.

A

Anonymous

Please note that Adobe is aware of these reports. There are engineers actively investigating the details but we've been unable to reproduce this issue internally. Thank you to Stuart@DM for posting the log as requested. Hopefully this will help us understand the issue.

Okay..

I finally have a few minutes to add some further information to this incredibly time consuming a frustrating chapter in the life of updating AdobeAcrobatPro9.0 to 9.2.

Short Re-cap:

What originally started this whole process was trying to update my very stable version of AdobeAcrobatPro9.1.3 to 9.2. After hours and hours of trying to make this update including re-installing the application several times from the original DVD, calling in to Adobe Tech Support multiple times and getting on with Apple support, I finally requested a new DVD from Adobe which I got.

Using that original DVD I reinstalled the application from scratch which put AdobeAcrobatPro 9.0 on my hard drive in the applications folder. I made sure to fix the permissions on my system first (I'm running OSX 10.5.8). I also followed virtually every suggestion from every source both on the Internet, Adobe Tech Support, Adobe Forums, as well as suggestions from some other of my engineers who work for me since I own my own software company.

Where I am at now is that while I have AdobeAcrobatPro 9.0 installed, I cannot even update to 9.1. I am now stuck with the original version.

I am thinking that this may have to do with the languages implementation. The new install that I received from Adobe is ENGLISH ONLY. I am attaching a screenshot. All of the plugins are installed and active.

I am surmising that there is some offensive code in the updater that doesn't like single language versions of AdobeAcrobatPro 9.0. In one of the posts a Norweigan gentleman said he got his version to finally update but he had 3 language versions in Norweigan....

If I was Adobe I would investigate the possibility that there are language dependencies that are causing this very troublesome and persistent problems for many many users. This is a very known issue now and due to the serious nature of the security deficiencies in the Adobe Acrobat Pro product versions previous to 9.2, I would think Adobe would want to address this quickly to avoid any class action litigation for negligence in keeping their software properly patched and patchable.

Since it's apparent that the normal tiers of support at Adobe aren't able to assist the multitude of angry and frustrated users of this product that someone in a higher position at Adobe gets involved to actually try and find a real solution and not hide behind the excuse of not being able to duplicate it.

This is a cop out and pretty lame excuse for a company as big as Adobe.

I'd really like to hear from someone at Adobe who not only has a sense of pride and responsiblity about Adobe products there but who also has the technical expertise and willingness to launch a serious effort to fix this preposterous situation.

Adobe Releases Security Bulletin for Adobe Reader and Acrobat

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