Adobe Reader DC Install Issue

[johnqh47971664]

Hi guys,

I originally had Adobe Reader X on my machine which I installed from a CD, and the functionality of that product was destroyed when I tried to update it.  The PDF icon disappeared and all the folders vanished, but the new install failed with the classic error message 'newer version already installed'. I noticed all my PDFs were now opening in Chrome, so I have spent some time investigating it on these forums and elsewhere because frankly that isn't an ideal solution..

My hardware:

- Windows 7

- intel i7 processor

- 16GB RAM

- 970 graphics card (Nvidia)

- Javascript enabled

- User Account control summarily dismissed as it only ever should be, as well as all the other windows junk.

- superantispyware and MBAM certified clean machine.

- direct cable internet connection, no issues.

I have taken the following steps:

- Uninstalled chrome, flash, and anything adobe linked (eg chrome, flash, etc).

- Deleted any and all reference to Adobe AND google in my registry

- used the adobe cleaner as suggested in other threads (although it wouldn't even let me specify the folder 10 was installed in!)

- on failing to use the installer again I tried the direct download, which also failed with the same error message.

- Worked out what happened to my old version, dug out the hard copy, re-installed 10 from CD

- uninstalled 10 properly this time

- removed all registry references etc

- used the cleaning tool again.

- Tried to re-install using both the above methods, both in firefox and IE (which was fun...)

- Given up and just decided to run 10 until you guys sort it out / I can get an answer which is sensible.

I have seen other forum posts on this but they date back a long time so I thought I would share my experience, and see if you had any other ideas?

To be honest, the new features on DC aren't any use to me, I just want a PDF reader on my machine, and I'm glad I worked out the problem and had a hard copy of a previous version I can use.

But given the number of topics on your forum opened about this over the years, I'm surprised it isn't even listed as a known issue. Do the devs even know about this?  It seems like a fundamental flaw. I mean, presumably as a business it's a priority to make sure everyone is using your newest, shiniest product and tick the McAfee box rather than them requiring a degree in computer science to update the old one.  It's simply impossible for me to update as things stand.  Tonight I've even read of  other people getting so frustrated they are turning to other products.  I've just spent 2 hours working out what's going on.  It's a bit of a joke really that it isn't taken seriously when it's been an issue for years.  Hopefully, if your team are as flummoxed as I am, you can escalate this as an issue so that someone can take a proper look at it.

I look forward to your response, but I honestly don't hold out much hope!

P.S. My advice to anyone else is just find an older version somewhere, it saves a billion years of hassle -  a lot of game and hardware install CDs have it, I found it on the one for my graphics card.  And in the meantime hope Adobe eventually release a new product that installs smoothly, or perhaps even finally fix this one...

JH

[AnandSri]

Hello JH,

We are so sorry for the experience you had with the installation of Adobe Reader. Sounds like we dropped the ball. Let's make this right.

Acrobat cleaner tool is for removing the latest version of Acrobat and Adobe Reader and it can be used to remove Acrobat 11. It does not work with the older versions as the older versions had the dependencies on Adobe Application manager in the removal of the software which was taken out in the latest versions of Acrobat and Adobe Reader.

Also, Acrobat and Adobe Reader 10 and 11 is already declared as an end of life and support product, End of Support means that Adobe no longer provides technical support or distributes runtimes. This policy affects product and security updates for all derivatives of a product or product version (localized versions, minor upgrades, operating systems, dot and double-dot releases, and connector products). For detailed information, you can refer to Adobe article End of support for Acrobat X and Reader X

To do a clean installation of Adobe Reader 10, please uninstall it from Control Panler>Program and Features. Reboot the machine after removing Adobe Reader 10, and then install the latest version of Adobe Reader from the Adobe URL Adobe - Adobe Acrobat Reader DC Distribution

I have also sent you a private message, please check your email inbox. Let us know how it goes and share your findings.

Regards,

Anand Sri.

[johnqh47971664]

Hi Anand,

It's good that you guys are taking the problem seriously.

As I outlined in my original post, I have already tried uninstalling 10 and then re-installing.

I have also tried removing every trace of adobe from both the PC and the registry.

I even used 11 to replace 10, then uninstalled, then ran cleaner, then razed the registry, then cleaned all temp files, then rebooted, then tried downloading again.

The problem is that the installer for DC is flawed.  It has always been flawed and always will be flawed until you address that and fix it.  This is the main reason for my feedback, because this problem still doesn't seem to have been recognised or addressed.

As for my problem - this thread:can not install Adobe Reader get message newer version is already installed

Suggests that the problem most likely lies in some prior version or reference lying around somewhere on my PC.

I actually think that it could be down to my antivirus identifying some adobe files as a bit dodgy when I ran a scan on installed programmes and me getting carried away removing them. This could mean that some files were improperly removed and some residual files may be left somewhere.  I'm not 100% they were even Adobe files because they weren't named or properly signed (hence the issue).

Given 10 and 11 install fine I don't see why this should be problem for DC anyway, especially as the upgrade from 10 to 11 should have removed all the 10 files anyway (although I still had to remove the registry reference manually which says perhaps not)

Whilst you could remotely connect to my machine and maybe even find the problem, it won't solve the underlying problem with your installer, and it will just be far too much hassle.  At the moment I think the only real solution for me to get DC is a new install of Windows and I'm not prepared to do that for a PDF reader.  Thank you very much for all your help though.

I do appreciate the feedback on using 10 or 11 - it sounds like that might be risky.  As such I'm probably going to uninstall the Adobe products and use an alternative reader until either you guys fix the problem or I run a clean install of my OS - it seems like there are some decent options:

https://www.techradar.com/news/the-best-free-pdf-reader

Again, thanks for all your help, and as I mentioned do message me if you ever fix the installer.

John

[AnandSri · Accepted solution]

Hello John,

Sorry for the delayed response and inconvenience caused. Please install the latest version of Adobe Reader from Adobe - Adobe Acrobat Reader DC Distribution

Make sure that you don't have any previous version of Adobe Reader installed on the machine, if there are any, please use Acrobat cleaner tool to remove them Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

I have also sent you a private message with more details, please check your email inbox.

Thanks,

Anand Sri.

[Rojo2402]

Hi Anand,

I am experiencing the same issue - I downloaded the cleaner tool BUT after clicking clean now, the tool does nothing - it just remains unresponsive ...

Where to from here?

Rowan

[tbs1]

I had the same problem on 2 computers one with windows 2008 R2 64 bit, one with windows 7 32 bits. Both are new windows installation.

The only solution I had is to select XP sp3 as OS and download reader 11.