A Newer version of Reader is already installed (part 2!)

[pppfftjwnas_kjf]

Hi,

To start let me say I have read in full the earlier thread here, and tried all the suggestions within it.

I have also had an extended 'chat' with Customer Support, including a CS Manager, and been advised to post again here with a reference to my chat (ADB-4162077-K6Y2 ).

* windows 8.1

* OS deleted and completely re-installed (so entire disk wiped)

* tried to install Reader. Downloaded Reader install software successfully onto desktop. Ran Installer. Installer ran for 5 minutes aprox then "Earlier version is already installed". Installer ran backwards de-installing and also removed itself from desktop.

* tried several times with same result (once received 'install failed' message)

* checked the thread above for solutions

* searched installed software to try to remove - could not find Reader

* searched computer for 'Reader' 'Adobe', 'Acrobat' files/folders - nothing

* emptied waste paper basket

* deleted cache and history

* downloaded and ran Adobe Cleaner Tool

* Ran CCleaner

* tried to install Reader - "Earlier version is already installed".

Please advise

1) why Reader is so hard to install?

2) why after 3 years the problem has not been fixed?

3) how the issue can be escalated to the relevant Product Manager?

4) how I can install Reader?

Thanks

[Test Screen Name]

Reader is a free product and there is no support for it. I'm amazed you got any help on Chat, to be honest.

[charlesj56002569]

I was faced with same problem on Windows 7 SP1. Tried the Reader Cleaner, etc. Some advice said to install older version of Reader, but once you said your OS was Windows 7, ReaderDC was the only option offered.

What worked for me:

1)Told installer my OS was Windows XP SP3, was able to choose version of Reader 11.

2)After downloading small downloader exe to Downloads folder, I went to my Downloads folder, right clicked on the exe and chose Troubleshoot Compatibility.

3)Once Windows analyzes the file, choose Use Recommended Settings.

4)If install succeeds, open up the Reader, choose Edit - Preferences - Updater and choose 'Do not download or install updates automatically'.

This worked for me on Windows 7, it may not work on Windows 8.

[pppfftjwnas_kjf]

Thanks Charles. Useful idea. If no other suggestions I'll try that, though it means an older version of Reader plus no updates possible.

Despite your amazement Test Screen, the chat guys did try to help, though ended by saying

I would like to inform you that, we have a technical expertise present over the forums who can help you in better way.

You just need to start a new discussion and post your exact issue.

Our expertise will revert you back.

So I'm hoping for a suggestion from the 'technical expertise' here!

[LeoUpdaterX]

Hi ppp**,

Please download AcroSize.exe tool from https://drive.google.com/file/d/1ag0rlOL2mZfQFmLWPpBx-GTSVVfZipaN/view?usp=sharing

After download, make sure AcroSize.exe file has valid Adobe digital signature (right mouse click on the file, select Properties, select Digital Signatures tab, select signature from the list and click Details button). If valid, you can launch this tool.

If the tool finds latest installed Adobe Reader, "Start Reader Report" button will be highlighted; click the button and wait a few seconds.

You should see installation information for the found Adobe Reader.

Please send me AcroSize.log file created by the tool in the User Temp folder, usually C:\Users\[UserName]\AppData\Local\Temp

You can also take a snap shot of the tool screen and send it to me.

[pppfftjwnas_kjf]

Thanks Leo.

I followed your suggestions.

AcroSize.exe file had a valid Adobe digital signature.

I launched the tool but it did NOT find an installed Adobe Reader,

"Start Reader Report" button was NOT highlighted.

I therefore tried downloading Reader DC again.

The installation file downloaded to desktop.

I ran it (about 5 minutes as usual).

"A newer version of Reader is already installed", followed by " Reader was not not successfully installed".

[LeoUpdaterX]

Thanks, please send me AdobeSFX.log file, if it exists in the User Temp folder.

[pppfftjwnas_kjf]

2 messages sent.

[AnandSri]

Hi pppfftjwnas.kjf,

I am sorry for the delayed response and inconvenience caused, I have sent you an email on your Adobe ID(email), please check your email inbox.

Thanks,

Anand Sri.

[pppfftjwnas_kjf · Accepted solution]

I finally got a fix for this (with much difficulty but quite a lot of help!

This was the adice I received which finally worked:

The actual error from msi log is below-

Error 1722.There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor. Action InstallWebResources, location: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroCEF\RdrServicesUpdater.exe, command: 19.008.20071

MSI (s) (50:5C) [23:40:15:535]: Product: Adobe Acrobat Reader DC -- Error 1722.There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor. Action InstallWebResources, location: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroCEF\RdrServicesUpdater.exe, command: 19.008.20071

The reason for this error is that RdrServicesUpdater.exe requires newer system files.

You can find error 1722 on Adobe Forums. I would recommend a solution from Amish here-

https://forums.adobe.com/message/10667069#10667069

Please install the appropriate update from: https://support.microsoft.com/en-in/help/2999226/update-for-universal-c-runtime-in-windows

and then retry installation and then let us know. Thanks.