Unable to install Acrobat Patch 9.2 on Mac

[JatinderPal_Singh]

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

[monstrodude]

see my latest post..thanks for the tip..I did yet another reinstall with the serial this time and still no joy.

[Stuart_Haiz]

I had a similar situation to Sandee - whilst teaching InDesign one-to-one when the Updater kicked in. I cancelled the update and explained there was a problem with the patch but the client then wanted to know about the patch, security and whether or not they should be using Acrobat or pdf files.

There is also a known bug on Dreamweaver CS4 where the paste special (with formatting) doesn't work on OSX. I get the feeling that Adobe are shelving the necessity to continue to develop on existing Suites, knowing they can charge for the upgrades; upgrades that are often built to fix the bugs in the software people have already paid a lot of money for. Now, this tactic has been used by Microsoft for years and is a significant part of the reason why I jumped shipped.

If I bought a kettle and it didn't work, I wouldn't expect to have to pay to upgrade it to a working one.

I too supplied log files and have tried countless times to unsuccessfully install this patch. I'm tempted to bill Adobe for the time I have wasted on this. They have identified that their product creates a security risk to their users' systems and they have a responsibilty to fix it. I didn't sign up to Beta test Acrobat and would like to see Adobe take this matter in hand and act with the integrity I should expect from a Company who has happily taken many thousands of £ off me over the years.

[Kirsten_Reshatoff]

Philip is correct that AppCleaner doesn't remove all the files for Acrobat.  I'm not too familiar with it, but it seems like it only removes one file outside of the application folder.  Here's a list of some places to look for Acrobat files, if you wish to remove them manually:

/Applications/Utilities/Adobe Utilities

/Library/Internet Plug-Ins/AdobePDFViewer.plugin

/Library/Application Support/Adobe

/Library/Preferences

/Library/Printers/PPD Plugins/AdobePDFPDE900.plugin

/Library/Printers/PPDs/Contents/Resources/en.lproj/ADPDF9.PPD

/Library/Receipts

~/Library/Application Support/Adobe

~/Library/Caches

~/Library/Logs/Adobe

~/Library/Preferences

~/Library/Printers/Adobe PDF 9.0.app

~/Library/Receipts

/usr/libexec/cups/backend/pdf900

/private/etc/cups/ppd/AdobePDF9.ppd

[Phillip_M_Jones]

In addition look in Username > Library  > Application support > Adobe look for anything associated with Acrobat 9 and above

also look in Username > Library > Preference > Adobe,  look for preference and .plist files associated with Acrobat 9.x

Ideal way to find files are go to Finder  go to file menu  then choose Find File

type in search box first Acrobat, do a find remove all the items found. Then type in adobe and remove any items associated with Acrobat 9.

Leave your PDF's alone.

[T_Clayton]

Kirsten,

Thanks.  Can you provide the specific list of all of the files?  I know that I can search through all of the locations, but it seems like it would be fairly straightforward to have a tech note detailing all the steps someone needs to go through to manually remove Acrobat without impacting the other CS4 apps.  Personally, I would like to see the specific list of all of the files that should be (and need to be) removed prior to manually uninstalling the application.

Todd

[Kirsten_Reshatoff]

Hi David T:

The missing log files are very odd.  I have a few more ideas:

Can you check the permissions on the ~/Library/Logs/Adobe folder for me?  You can do it in Terminal if you feel comfortable or simply do a Get Info on the ~/Library/Logs/Adobe folder, open the "Sharing and Permissions" section, and take a screenshot of it.  Hopefully it says "You can read and write".

I'm also wondering how you have your hard drive formatted...if you do a Get Info on that, does it say "Format: Mac OS Extended (Journaled)"?  I seem to recall an issue with the "Case Sensitive" format.

Do you have File Vault turned on in the Mac OS X Security Preferences?

I really hope we're getting closer to a solution on this.  I feel your frustration and I wish there was more I could do to help.

Thanks,

-Kirsten

[monstrodude]

Hi Kirsten..

Permissions - ~/Library/Logs/Adobe- see attached

Permissions - HD- see attached

File Vault is not turned on - see attached

let me know what's next.

thanks David

[Kirsten_Reshatoff]

Hi David,

Is it possible that your ~/Library/Logs/Adobe folder is owned by root?  Maybe that is why the log files are not getting created.  Can you try launching the Terminal (it's in /Applications/Utilities) and type the following:

cd ~/Library/Logs

ls -l

Also, are you running as an Admin or Standard user?  It should say in System Preferences under Accounts.

Thanks,

-Kirsten

[monstrodude]

Your command line statement is not clear...

is this cd ~/Library/Logs (space or no space)

then: ls -l

OR

/Library/Logs ENTER then

ls -l ENTER AGAIN

OR ???

I'm running as Admin User

[Kirsten_Reshatoff]

Hi David,

Please type the first line with a space between "cd" and "~/Library/Logs" exactly as I have typed it in my previous post.  Then press Return.  Then type the second line with a space between "ls" and "-l" (lowercase L, not the number 1).  Then press Return again.

I hope this helps to clarify,

-Kirsten

[monstrodude]

Okay Kirsten..here you go:

Last login: Tue Dec 15 01:11:54 on ttys000

rrcs-66-91-134-66:~ david$ cd~/Library/Logs
-bash: cd~/Library/Logs: No such file or directory
rrcs-66-91-134-66:~ david$ ls -l
total 24
drwxrwxrwx+ 25 root   admin   850 Dec 15 15:15 Desktop
drwxrwxrwx+ 31 root   admin  1054 Sep 20 09:47 Documents
drwx------+  6 david  admin   204 Nov 13 17:33 Downloads
drwxrwxrwx+ 53 root   admin  1802 Nov 10 10:17 Library
drwxr-xr-x   3 david  admin   102 Apr 24  2009 LimeWire
drwxrwxrwx   5 root   admin   170 Apr 24  2009 Logitech
drwxrwxrwx+ 13 root   admin   442 Apr 17  2009 Movies
drwxrwxrwx+ 13 root   admin   442 Aug 12 09:31 Music
drwxrwxrwx   3 root   admin   102 Apr 24  2009 Pando Packages
drwxrwxrwx+  9 root   admin   306 Dec  3 08:45 Pictures
drwxrwxrwx+  4 root   admin   136 Apr 15  2008 Public
drwxrwxrwx+  5 root   admin   170 Oct 17  2007 Sites
drwxr-xr-x@  3 david  admin   102 Jun  4  2009 WebEx
drwx------   9 david  admin   306 May  6  2009 gnupg.macgpgsaved.09-05-06_16.05.57
-rwxrwxrwx   1 root   admin     8 Oct 17  2007 loc.txt
-rw-r--r--   1 root   admin    53 Sep 16 07:18 log
-rwxrwxrwx   1 root   admin    34 Oct 17  2007 tmp1.txt
rrcs-66-91-134-66:~ david$

[madameblossom]

Hi monstrude,

I am getting all the emails you sent to Kirsten. Am not sure why!

I made one post to the forum re Acrobat updates, but didn't think I'd

get all the responses which I don't think are addressed to me...

Judy

[Kirsten_Reshatoff]

No, you forgot the space between "cd" and "~/Library/Logs"

-Kirsten

[Kirsten_Reshatoff]

Wait, why is everything owned by root?  Your Desktop folder, your user Library, your Documents folder...

Perhaps you need to repair disk permissions using Disk Utility?

-Kirsten

[madameblossom]

Kirstin

I am getting all the emails you sent to the forum. Am not sure why!

I made one post to the forum re Acrobat updates, but didn't think I'd

get all the responses which I don't think are addressed to me...

Judy

[monstrodude]

Hi Kirsten:

I ran disk utility on both of my internal boot up drives and I cannot clear all of the permission problems on either disk.  I also tried booting up with Disk Warrior...latest and the fix file permissions is greyed out.

You have any suggestions on how to fix this without reinstalling the system?

Please advise.

thanks David

[T_Clayton]

Perhaps take a look at this Apple KB article:

http://support.apple.com/kb/HT2963

From the 6th paragraph or so:

"Note: In Mac OS X 10.5 and later, while started up ("booted") from the Mac OS X 10.5 installation disc, a user's home directory permissions can be reset using the Reset Password utility."

Todd

[monstrodude]

Hi Kirsten:

I followed your suggestion to investigate any permissions issues with my user folder.  I called Apple and told them all of the problems that I was having with upgrading Adobe Acrobat.  I was having some other issues like not being able to start up from several Leopard system disks.  After quite a long time of troubleshooting, the Apple Product Specialist recommended replacing the MacPro's Motherboard and ram (10gb).  Today, the Apple Technician came out and did just that....replaced the motherboard and ram.  After installing the new parts the computer worked seamlessly.  The technician checked all of the permissions and verified that they were perfect.  He even went the extra step of resetting all of the permissions to the defaults.

After all of that work making my computer 100% verified and certified working the way it should, I was still unable to update Acrobat Pro 9.0.0 to 9.1.0.

The technician said I am not alone in having this problem as he had gotten similar feedback from other users.

The bottom line is simply there is a serious issue in being able to update Adobe Acrobat Pro 9.  While Adobe provides a small bit of lip service in trying to remedy this now documented real problem in it's software, the fact is that Adobe is unable to fix the issue.

I have spent enough of my valuable time troubleshooting the problem and will now stay with Version 9.0.0.  Of course, I'm at the mercy of the hackers out there since Adobe Acrobat 9.0 is also seriously security flawed by Adobe's own admission.  I'm hoping it doesn't become a problem.

I'm also hoping that in its infinite wisdom, Adobe will be professional enough to come up with a solid, functional updater in some future version of this flawed semi-professional software as I'm sure they would like to avoid a class action lawsuit from the growing number of disgruntled and unhappy normally loyal Adobe customers.

Since I have spent many thousand of dollars purchasing original versions and upgrades for Photoshop, Acrobat, CyberStudio, Flash, Dreamweaver and other Adobe software I feel extremely disappointed and cheated by this incredibly frustrating situation.

You can bet that my previous habits of always updating to the latest Adobe is now under review.  Before I purchase any further Adobe products or upgrades, I will be certain to research their efficacy and reliability.

Since I am not going to bother trying to upgrade any longer, I would appreciate it if Adobe sends me a working copy of Adobe Acrobat 9.2 on CD.

Short of that, I am completely writing off this unrewarding learning experience and chalking it up to simply being "Adopeied".

[modern-i]

Just want to reiterate what everyone in this thread is saying: there's something very wrong with Acrobat 9 and the patch 9.2 update.

After a horrible experience of trying to install Acrobat Patch 9.2 on my OSX 10.5.8 Mac--and thinking, quite erroneously,  that I'd succeeded by using AppCleaner--I discovered that Acrobat had become entirely inoperable. Every time I started the program, I was greeted by an error message that said "Your license for this product is no longer working...."

I can't even describe the frustration of now trying to reinstall Acrobat a gazillion times, only to have the same message reappear. The endless hours on the phone with Adobe techs who, for all their niceness, were clueless, putting me through endless instructions (following their script) with no results ....

Then being told to uninstall and reinstall ALL of Adobde CS4 to fix this ....and doing it, several times in a row, to no avail...

Then finally demanding to speak to a supervisor..... who did provide a solution that worked... but only to get me back to Acrobat 9.0.0.

So, for now, that's where I'm staying. I have put more hours into this then into work I get paid for... and have discovered along the way that the Acrobat installation mechanism is faulty on various levels, not only the patch one.

I hope that Adobe is working on a fix that will address these issues very soon because I can't believe they're unaware of the situation.

[monstrodude]

Dear Scarlett:

I feel your pain, as well after 4 or 5 months of going through this ridiculous situation and ending up with V9.0.0..  Don't wait for Adobe to take care of us.  They simply don't care.  That's obvious.

[hawz]

Monstrodude

If you don't mind, I will contact you directly, to see if we can continue to investigate what it is that preventing the update from proceeding on your system.

Thanks

Henk

[monstrodude]

Hi Henk:

Any pearls of wisdom would be appreciated.  So far, Adobe has simply been incompetent at the worst and inefficient at best in both fixing and/or properly troubleshooting this issue.

Aloha, David

[hawz]

David

I'm not sure I could provide you with ready-made pearls of wisdom - obviously there is no magic bullet for this at the moment -  but if you'd be willing to try troubleshooting the issue now the permissions issues on the system have been resolved, feel free to PM me your email address and we can work on this together.

Thanks

Henk

[monstrodude]

Henk:

Thanks for the offer.  Since I have already spent maybe 20 hours or more troubleshooting this problem, I guess a few more

won't kill me.  However, before we get started, please provide me with a detailed outline of how you are going to approach the testing and

anticipate solving the problem.

At the present time, I am running Mac Acrobat Pro 9.0.0.. Mac OS 10.5.8.  The machine is now pristine according to my Apple Tech.  However,  efforts to get beyond 9.0.0 have been totally fruitless.

I look forward to hearing your gameplan.

thank you David

[monstrodude]

I feel your pain Scarlett...It's been 5 months of it for me. The entire upgrade to 9.2 is a fiasco and exercise in futility of the highest order.  Adobe should be ashamed for it's incompetence and insensitivity to its loyal customers.  Eventually, it will cost them.  That's the way karma works.

David