Acrobat Reader won't install or update, possibly missing the MSI installer/

[georgew34445385]

First of all, this is a pretty bad support system. It was even hard to even find the link to start this new discussion. All through the support process, I was constantly directed to supposedly "similar issues" that had nothing to do with my problem. Even clicking 'Contact Adobe' just sends to more "similar issues" with a Contact button  button that just sends you back to the original 'Contact Adobe' page.

I understand that a software company gets a lot of 'junk email' from users who 'harass' them with stupid issues (or even have mental problems, etc.), but when a user wants/needs to offer feedback or needs support for an issue that IS NOT LISTED ANYWHERE, then the company should allow a way to contact support. After following link after link, I finally got to the 'Contact Adobe Directly' link but it just directed me to the forums again. The company is receiving free feed-back and product testing from users reporting issues, so they should at least make it easier to do so.

That being said, my problem is a simple, but serious problem. From what I gather, software on my Windows 7 computer that was supposed to clear off unnecessary or unneeded files to free up drive-space apparently deleted the Adobe Acrobat Reader MSI installation file. Now, the Reader can't be updated, changed or even un-installed (as most support documents recommend), and just gives the message: "Uninstallation of the patch package is not supported." and "Uninstallation of the update package is not supported." So without the original MSI, the Reader shows up in the Control Panel as 'Installed' (and works still), but all updates fail. This also happened to Google Earth's MSI installer, but unlike Adobe Acrobat Reader, Google Earth lets you know exactly what MSI version is missing (I just have to track it down and re-download it). Adobe's Install does not show any version Info, and does not even tell you that the installation package is missing.

This seems like an important problem because if the Installation package is removed (accidentally or by malware) or even damaged, the whole installation is 'locked-up'.

*The Adobe Acrobat Reader even has a "Repair Installation" option in the Help menu, but again it just fails and says "Uninstallation of the patch package is not supported." It would be nice if that link would just get the MSI from online, or if Adobe could tell if the MSI was missing.

[AkanchhaS]

Hi Georgew,

We sincerely apologize for the delay in response to your query and the trouble you have experienced to reach out to the support.

Adobe Reader is a free application and the support for freeware is only available on forums. Your feedback has been noted for future, if in case you need to reach out to the support again then you may refer to this link- Contact Customer Care

Looking at the issue description above, the missing MSI installer problem should have been resolved using the Adobe Acrobat cleaner tool-  Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

As mentioned that you have already tried but it didn't help, then we would suggest you try the following-

• Create a "Hidden Administrator" account following the steps suggested below-

Enable Built-in Administrator Account in Windows.

1-  First you’ll need to open a command prompt in administrator mode by right-clicking and choosing “Run as administrator” (or use the Ctrl+Shift+Enter shortcut from the search box).

Note that this works the same in all versions of Windows. Just search for cmd and then right-click on the command prompt icon in the Start menu or Start screen.

If you are in Windows 8.x or 10 you can right-click on the Start button and choose to open a command prompt that way.

2- Now type the following command: -

3- You should see a message that the command completed successfully. Log out, and you’ll now see the Administrator account as a choice. (Note that this screenshot is from Vista, but this works on Windows 7 and Windows 8 and Windows 10)

You’ll note that there’s no password for this account, so if you want to leave it enabled you should change the password.

Disable Built-in Administrator Account

Make sure you are logged on as your regular user account, and then open an administrator mode command prompt as above. Type the following command:

net user administrator /active: no

Run the cleaner tool again- Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs  and try installing the application again- Adobe - Adobe Acrobat Reader DC Distribution

https://get.adobe.com/reader/enterprise/Do let us know the latest on this and if you have managed to find the solution for this problem then please do share your findings.

Regards,

Akanchha

[LeoUpdaterX · Accepted solution]

George,

You can find msi files (depending on your installed locale) at-

11.0

ftp://ftp.adobe.com/pub/adobe/reader/win/11.x/11.0.00/

DC

ftp://ftp.adobe.com/pub/adobe/reader/win/AcrobatDC/1500720033/

Classic

ftp://ftp.adobe.com/pub/adobe/reader/win/Acrobat2015/1500630033/

(you would have to run exe from this location.

Without you providing which Reader version you have installed, it is impossible to point you to the exact msi file location.

You should see installed version in the Control Panel\Programs\Programs and Features

Note that Adobe Cleaner tool also requires MSI database - that is likely why you had no success using it.