Skip to main content
macAdobeUser
macAdobeUser
New Participant
October 4, 2018
Answered

Acrobat Reader DC 19 008 20071 installation hangs at running package scripts

  • October 4, 2018
  • 3 replies
  • 6048 views

Acrobat Reader DC Version 19 008 20071 installation hangs at running package scripts. I have left it to install for over 7hrs but doesnt complete the installation. How can i successful intall the reader?

    This topic has been closed for replies.
    Correct answer Saurav_Bhatia3021674

    As the install log suggests, the sudoers file (kept @ /etc/sudoers) on your machine is in the corrupt state. This is something is not related to the application but with Mac OS. You may consult Apple Support stating the same error "root is not in the sudoers file".

    Let me know in case I can be of any help!

    -Saurav

    3 replies

    C
    cesarinob92937118
    New Participant
    September 18, 2019

    Hi Saurav.  I have this problem too.  I phoned Apple but they didn't understand what your solution meant.  So I'm on my own.  How do I get my name in the sudoer file.  And where do I enter the commands you list, eg @ /etc/sudoers

    THANKS!

    S
    Adobe Employee
    Saurav Bhatia
    Adobe Employee
    January 9, 2020

    Hi CMB2019, you can follow the below steps to rectify this issue : 

     
     

     

    Go to /private/etc and find the sudoers file.

    Right-click the file and choose Get info.

    Unlock from the bottom of this dialog to edit permissions.

    Enter the admin user's password.

    Change the permissions as mentioned below.

     

    User LevelAccess Rights (Permissions)
    System (owner root)Read-only
    Wheel/staff (group)Read-only
    EveryoneNo Access

     

    Lock the get info dialog from the bottom.

    Now try installing, this should resolve the issue.

    Saurav_Bhatia3021674
    Saurav_Bhatia3021674Correct answer
    New Participant
    October 15, 2018

    As the install log suggests, the sudoers file (kept @ /etc/sudoers) on your machine is in the corrupt state. This is something is not related to the application but with Mac OS. You may consult Apple Support stating the same error "root is not in the sudoers file".

    Let me know in case I can be of any help!

    -Saurav

    Saurav_Bhatia3021674
    Saurav_Bhatia3021674
    New Participant
    October 4, 2018

    Hi,

    Could you please share the installer logs : Its kept @ /private/var/log            filename:install.log

    Also what is Mac OS version on which it occurred?

    Thanks,

    Saurav

    macAdobeUser
    macAdobeUserAuthor
    New Participant
    October 4, 2018

    Mac OS High Sierra 10.13.6

    Some of the latest entries of the installer.log

    MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=47079=0xb7e7 expectedThread=6659=0x1a03

    2018-10-04 11:08:09+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=40211=0x9d13 expectedThread=6659=0x1a03

    2018-10-04 11:08:09+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=35467=0x8a8b expectedThread=6659=0x1a03

    2018-10-04 11:08:09+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=38763=0x976b expectedThread=6659=0x1a03

    2018-10-04 11:08:09+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=47079=0xb7e7 expectedThread=6659=0x1a03

    2018-10-04 11:08:09+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=38763=0x976b expectedThread=6659=0x1a03

    2018-10-04 11:08:09+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=35467=0x8a8b expectedThread=6659=0x1a03

    2018-10-04 11:08:09+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=40211=0x9d13 expectedThread=6659=0x1a03

    2018-10-04 11:08:09+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=47079=0xb7e7 expectedThread=6659=0x1a03

    2018-10-04 11:08:09+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=38763=0x976b expectedThread=6659=0x1a03

    2018-10-04 11:08:09+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=35467=0x8a8b expectedThread=6659=0x1a03

    2018-10-04 11:08:09+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=40211=0x9d13 expectedThread=6659=0x1a03

    2018-10-04 11:08:09+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=35467=0x8a8b expectedThread=6659=0x1a03

    2018-10-04 11:08:09+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=35467=0x8a8b expectedThread=6659=0x1a03

    2018-10-04 11:08:09+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=35467=0x8a8b expectedThread=6659=0x1a03

    2018-10-04 11:08:09+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=35467=0x8a8b expectedThread=6659=0x1a03

    2018-10-04 11:08:09+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=35467=0x8a8b expectedThread=6659=0x1a03

    2018-10-04 11:08:09+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=35467=0x8a8b expectedThread=6659=0x1a03

    2018-10-04 11:08:09+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=35467=0x8a8b expectedThread=6659=0x1a03

    2018-10-04 11:08:09+03 Chirags-MBP-3-e256 Installer[25304]: InstallerStatusNotifications plugin loaded

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: ================================================================================

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: User picked Standard Install

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: Choices selected for installation:

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: Install: "Adobe Acrobat Reader DC (Continuous)"

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: Install: "Application"

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: AcroRdrDC_1900820071_MUI.pkg#application.pkg : com.adobe.acrobat.reader.DC.reader.app.pkg.MUI : 19.008.20071

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: Install: "Browser Plug-In"

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: AcroRdrDC_1900820071_MUI.pkg#browser.pkg : com.adobe.acrobat.reader.DC.reader.browser.pkg.MUI : 19.008.20071

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: AcroRdrDC_1900820071_MUI.pkg#support.pkg : com.adobe.acrobat.reader.DC.reader.appsupport.pkg.MUI : 19.008.20071

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: AcroRdrDC_1900820071_MUI.pkg#RdrServicesUpdater.pkg : com.adobe.RdrServicesUpdater : 12.0.00

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: AcroRdrDC_1900820071_MUI.pkg#armagent.pkg : com.adobe.armdc.app.pkg.MUI : 1.0.0

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: ================================================================================

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: It took 0.00 seconds to summarize the package selections.

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=35467=0x8a8b expectedThread=6659=0x1a03

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=35467=0x8a8b expectedThread=6659=0x1a03

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=35467=0x8a8b expectedThread=6659=0x1a03

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=35467=0x8a8b expectedThread=6659=0x1a03

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=35467=0x8a8b expectedThread=6659=0x1a03

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=35467=0x8a8b expectedThread=6659=0x1a03

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 deleted[4959]: diskmanagement: [DMManager(PrivateMethods) clientConforms:error:]: currentThread=35467=0x8a8b expectedThread=6659=0x1a03

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: -[IFDInstallController(Private) _buildInstallPlanReturningError:]: location = file://localhost

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: -[IFDInstallController(Private) _buildInstallPlanReturningError:]: file://localhost/Volumes/AcroRdrDC_1900820071_MUI/AcroRdrDC_1900820071_MUI.pkg#application.pkg

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: -[IFDInstallController(Private) _buildInstallPlanReturningError:]: file://localhost/Volumes/AcroRdrDC_1900820071_MUI/AcroRdrDC_1900820071_MUI.pkg#browser.pkg

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: -[IFDInstallController(Private) _buildInstallPlanReturningError:]: file://localhost/Volumes/AcroRdrDC_1900820071_MUI/AcroRdrDC_1900820071_MUI.pkg#support.pkg

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: -[IFDInstallController(Private) _buildInstallPlanReturningError:]: file://localhost/Volumes/AcroRdrDC_1900820071_MUI/AcroRdrDC_1900820071_MUI.pkg#RdrServicesUpdater.pkg

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: -[IFDInstallController(Private) _buildInstallPlanReturningError:]: file://localhost/Volumes/AcroRdrDC_1900820071_MUI/AcroRdrDC_1900820071_MUI.pkg#armagent.pkg

    2018-10-04 11:08:12+03 Chirags-MBP-3-e256 Installer[25304]: Set authorization level to root for session

    2018-10-04 11:08:15+03 Chirags-MBP-3-e256 Installer[25304]: Administrator authorization granted.

    2018-10-04 11:08:15+03 Chirags-MBP-3-e256 Installer[25304]: Will use PK session

    2018-10-04 11:08:15+03 Chirags-MBP-3-e256 Installer[25304]: Using authorization level of root for IFPKInstallElement

    2018-10-04 11:08:15+03 Chirags-MBP-3-e256 Installer[25304]: Starting installation:

    2018-10-04 11:08:15+03 Chirags-MBP-3-e256 Installer[25304]: Configuring volume "Macintosh HD"

    2018-10-04 11:08:15+03 Chirags-MBP-3-e256 Installer[25304]: Preparing disk for local booted install.

    2018-10-04 11:08:15+03 Chirags-MBP-3-e256 Installer[25304]: Free space on "Macintosh HD": 314.15 GB (314152652800 bytes).

    2018-10-04 11:08:15+03 Chirags-MBP-3-e256 Installer[25304]: Create temporary directory "/var/folders/xt/nc3w_nv50f3gtxwl9cc6t70c0000gn/T//Install.25304PqOjSM"

    2018-10-04 11:08:15+03 Chirags-MBP-3-e256 Installer[25304]: IFPKInstallElement (5 packages)

    2018-10-04 11:08:15+03 Chirags-MBP-3-e256 installd[653]: PackageKit: Adding client PKInstallDaemonClient pid=25304, uid=501 (/System/Library/CoreServices/Installer.app/Contents/MacOS/Installer)

    2018-10-04 11:08:15+03 Chirags-MBP-3-e256 Installer[25304]: PackageKit: Enqueuing install with framework-specified quality of service (utility)

    2018-10-04 11:08:15+03 Chirags-MBP-3-e256 installd[653]: PackageKit: ----- Begin install -----

    2018-10-04 11:08:15+03 Chirags-MBP-3-e256 installd[653]: PackageKit: request=PKInstallRequest <5 packages, destination=/>

    2018-10-04 11:08:15+03 Chirags-MBP-3-e256 installd[653]: PackageKit: packages=(

        "PKLeopardPackage <id=com.adobe.acrobat.DC.reader.app.pkg.MUI, version=19.008.20071, url=file://localhost/Volumes/AcroRdrDC_1900820071_MUI/AcroRdrDC_1900820071_MUI.pkg#application.pkg>",

        "PKLeopardPackage <id=com.adobe.acrobat.DC.reader.browser.pkg.MUI, version=19.008.20071, url=file://localhost/Volumes/AcroRdrDC_1900820071_MUI/AcroRdrDC_1900820071_MUI.pkg#browser.pkg>",

        "PKLeopardPackage <id=com.adobe.acrobat.DC.reader.appsupport.pkg.MUI, version=19.008.20071, url=file://localhost/Volumes/AcroRdrDC_1900820071_MUI/AcroRdrDC_1900820071_MUI.pkg#support.pkg>",

        "PKLeopardPackage <id=com.adobe.RdrServicesUpdater, version=0, url=file://localhost/Volumes/AcroRdrDC_1900820071_MUI/AcroRdrDC_1900820071_MUI.pkg#RdrServicesUpdater.pkg>",

        "PKLeopardPackage <id=com.adobe.armdc.app.pkg, version=1.0.0, url=file://localhost/Volumes/AcroRdrDC_1900820071_MUI/AcroRdrDC_1900820071_MUI.pkg#armagent.pkg>"

    )

    2018-10-04 11:08:15+03 Chirags-MBP-3-e256 installd[653]: PackageKit: Skipping stale sandbox at path /var/folders/zz/zyxvpxvq6csfxvn_n0000000000000/C/PKInstallSandboxManager/EFE8175A-2994-4F0C-A7D6-89649141E365.activeSandbox

    2018-10-04 11:08:15+03 Chirags-MBP-3-e256 installd[653]: PackageKit: Skipping stale sandbox at path /var/folders/zz/zyxvpxvq6csfxvn_n0000000000000/C/PKInstallSandboxManager/30BCAC86-BCDE-4A1D-8325-A5090F87D141.activeSandbox

    2018-10-04 11:08:16+03 Chirags-MBP-3-e256 installd[653]: PackageKit: Extracting file://localhost/Volumes/AcroRdrDC_1900820071_MUI/AcroRdrDC_1900820071_MUI.pkg#application.pkg (destination=/var/folders/zz/zyxvpxvq6csfxvn_n0000000000000/C/PKInstallSandboxManager/1FF720C2-ED36-4FA9-A536-922A56585EC3.activeSandbox/Root/Applications, uid=0)

    2018-10-04 11:08:16+03 Chirags-MBP-3-e256 installd[653]: PackageKit: Extracting file://localhost/Volumes/AcroRdrDC_1900820071_MUI/AcroRdrDC_1900820071_MUI.pkg#browser.pkg (destination=/var/folders/zz/zyxvpxvq6csfxvn_n0000000000000/C/PKInstallSandboxManager/1FF720C2-ED36-4FA9-A536-922A56585EC3.activeSandbox/Root/Library/Internet Plug-Ins, uid=0)

    2018-10-04 11:08:16+03 Chirags-MBP-3-e256 installd[653]: PackageKit: Extracting file://localhost/Volumes/AcroRdrDC_1900820071_MUI/AcroRdrDC_1900820071_MUI.pkg#support.pkg (destination=/var/folders/zz/zyxvpxvq6csfxvn_n0000000000000/C/PKInstallSandboxManager/1FF720C2-ED36-4FA9-A536-922A56585EC3.activeSandbox/Root/Library/Application Support, uid=0)

    2018-10-04 11:08:17+03 Chirags-MBP-3-e256 installd[653]: PackageKit: Extracting file://localhost/Volumes/AcroRdrDC_1900820071_MUI/AcroRdrDC_1900820071_MUI.pkg#RdrServicesUpdater.pkg (destination=/var/folders/zz/zyxvpxvq6csfxvn_n0000000000000/C/PKInstallSandboxManager/1FF720C2-ED36-4FA9-A536-922A56585EC3.activeSandbox/Root/tmp/webinstaller, uid=0)

    2018-10-04 11:08:17+03 Chirags-MBP-3-e256 installd[653]: PackageKit: Extracting file://localhost/Volumes/AcroRdrDC_1900820071_MUI/AcroRdrDC_1900820071_MUI.pkg#armagent.pkg (destination=/var/folders/zz/zyxvpxvq6csfxvn_n0000000000000/C/PKInstallSandboxManager/1FF720C2-ED36-4FA9-A536-922A56585EC3.activeSandbox/Root/tmp/com.adobe.AcrobatRefreshManager, uid=0)

    2018-10-04 11:08:17+03 Chirags-MBP-3-e256 installd[653]: PackageKit: Moving directory /var/folders/zz/zyxvpxvq6csfxvn_n0000000000000/C/PKInstallSandboxManager/1FF720C2-ED36-4FA9-A536-922A56585EC3.activeSandbox/Root/tmp to /var/folders/zz/zyxvpxvq6csfxvn_n0000000000000/C/PKInstallSandboxManager/1FF720C2-ED36-4FA9-A536-922A56585EC3.activeSandbox/Root/private/tmp in sandbox to account for symlink

    2018-10-04 11:08:17+03 Chirags-MBP-3-e256 installd[653]: PackageKit: prevent user idle system sleep

    2018-10-04 11:08:17+03 Chirags-MBP-3-e256 installd[653]: PackageKit: suspending backupd

    2018-10-04 11:08:17+03 Chirags-MBP-3-e256 installd[653]: PackageKit: Executing script "./preinstall" in /private/tmp/PKInstallSandbox.u2jM2u/Scripts/com.adobe.acrobat.DC.reader.app.pkg.MUI.ZcVt6q

    2018-10-04 11:08:17+03 Chirags-MBP-3-e256 installd[653]: ./preinstall: root is not in the sudoers file.  This incident will be reported.

    2018-10-04 11:08:17+03 Chirags-MBP-3-e256 installd[653]: ./preinstall: root is not in the sudoers file.  This incident will be reported.

    2018-10-04 11:08:17+03 Chirags-MBP-3-e256 installd[653]: ./preinstall: root is not in the sudoers file.  This incident will be reported.

    2018-10-04 11:08:17+03 Chirags-MBP-3-e256 installd[653]: ./preinstall: root is not in the sudoers file.  This incident will be reported.

    2018-10-04 11:08:17+03 Chirags-MBP-3-e256 installd[653]: ./preinstall: root is not in the sudoers file.  This incident will be reported.

    2018-10-04 11:08:17+03 Chirags-MBP-3-e256 installd[653]: ./preinstall: root is not in the sudoers file.  This incident will be reported.

    2018-10-04 11:08:17+03 Chirags-MBP-3-e256 installd[653]: ./preinstall: root is not in the sudoers file.  This incident will be reported.

    2018-10-04 11:08:17+03 Chirags-MBP-3-e256 installd[653]: ./preinstall: root is not in the sudoers file.  This incident will be reported.

    2018-10-04 11:08:17+03 Chirags-MBP-3-e256 installd[653]: ./preinstall: root is not in the sudoers file.  This incident will be reported.

    2018-10-04 11:08:17+03 Chirags-MBP-3-e256 installd[653]: ./preinstall: root is not in the sudoers file.  This incident will be reported.

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices