Failed updates and Uninstall for Acrobat DC

Report · Jun 27, 2018

For months the updates have failed and attempts to uninstall fail.

Windows 10 Home, version 1803

Error Messages:

1) For auto and manual update attempts: "Acrobat Reader update Failed - Uninstallation of the update package is not supported" error: 1646

2) For Uninstall attempts: “Windows Installer Uninstallation of the patch package is not supported"

Manual update attempts with Kaspersky Total Security active and disabled with same error result. Kaspersky tech support has evaluated logs, etc off this computer and found no error linkages to their product.

Report · Jun 29, 2018

Hello Davidw,

Sorry for the delayed response and inconvenience caused. Please reboot the machine once and then use Acrobat cleaner tool to remove the corrupt and conflicting installation files of Adobe Reader from the machine Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Reboot the computer again and download the latest version of Adobe Reader from Adobe - Adobe Acrobat Reader DC Distribution

Run the installer/setup of Adobe Reader as "Run as administrator".

You may also refer to the Adobe article Fix Windows errors that occur during Acrobat Reader update

Let us know how it goes and share your findings.

Regards,

Anand Sri.

Report · Jul 02, 2018

Thank you for advise. The cleaner was able to uninstall Reader DC but I am unable to successfully download the latest version per you instructions. I continue to get the Windows Installer message: “Windows Installer Uninstallation of the patch package is not supported"

Report · Jul 02, 2018

Hello Davidw,

We're sorry for the trouble, make sure that you have all the updates installed for the operating system, check for any pending updates of OS from Control Panel>Windows update, install the updates, reboot the machine and then try downloading Adobe Reader from Adobe - Adobe Acrobat Reader DC Distribution

Once the download is finished, run the setup as "Run as Administrator".

If the issue still persists, please create a test user profile with full admin rights and check with Adobe Reader.

Let us know how it goes and share your findings.

Thanks,

Anand Sri.

Report · Jul 02, 2018

OS was up to date, rebooted, re-downloaded Reader DC and ran as administrator. Resulted in same Windows installer error message re: unistallation of patch packages. I'd be happy to move to your last suggestion of test user profile; please advise as to steps. Thanks again for working with me.

Davidw

Report · Jul 02, 2018

Hello DavidW,

I have shared the steps via private message, please check your email inbox.

Thanks,

Anand Sri.

Report · Jul 11, 2018

Please note full reply file - have done what has been suggested below per recommendations in early July. Is this recommendation now applicable to most recent directions to establish "test user" account? I tried to download reader DC with "test user" and got same error re: "uninstallation of the patch package is not supported"

Report · Jul 11, 2018

Hello Davidw,

We're sorry for the trouble you are having with the installation of Adobe Reader. Please check for the latest update available from help>check for updates, reboot the machine after installing the update and see if this issue is reproducible ?

Please post a screenshot of the window where you see the dot version of Adobe Reader, to identify the version, refer to Identify the product and its version for Acrobat and Reader DC

Let us know how it goes and share your observation.

Thanks,

Anand Sri.

Report · Jul 11, 2018

Hello Anand -

Before I follow the instructions below for Acrobat DC I wanted to share some other info. Yesterday I tried to download Adobe Reader 11.0.0 and it installed fine. I then did an update attempt from the Help menu and again it updated to 11.0.23 successfully.

I've never been able to install Reader DC since removing it with the downloaded cleaner per your instructions in early July. I did go to the Help menu on Reader 11.0.23 and attempted the instructions to "Get latest Adobe Reader". The installation again failed so I could not access the version info you requested below for DC. Am I missing something in your instructions?

Report · Jul 13, 2018

Hello Davidw,

Sorry for the delayed response and inconvenience caused. Adobe Reader 11 is an old version and the security patches and updates are no longer available which may cause certain functionality issues and it may or may not work properly.

You have to do a manual cleanup and have to remove Adobe Reader folders. So, reboot the machine once and then use Acrobat cleaner tool to remove all the installed files of Adobe Reader Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Reboot the machine again and try installing the latest version of Adobe Reader from Adobe - Adobe Acrobat Reader DC Distribution

I have also shared some more steps by private message, please check your email inbox.

Thanks,

Anand Sri.