Acrobat XI Pro update crashed program and print spooler

[rickj90358804]

I have a brand new Windows 10 computer and had Acrobat XI Pro installed which was working fine until the most recent update was released. My computer tried to auto install the update and the update failed. Immediately when it failed, it crashed my print spooler and all of my printers disappeared; I was unable to reconnect to them without rebooting the computer.

The Acrobat website suggested that if the update was unsuccessful and continued to fail, I should uninstall Acrobat Pro and reinstall it. Well, I tried that and the problem has cascaded becoming worse. Acrobat provides NO technical assistance with this kind of thing except through the public forums.

When I tried to uninstall Acrobat Pro, as the Acrobat website suggested, I ran into the problem with the print spooler again; it was unable to reinitialize and start. Thus, Acrobat Pro could not / can not be uninstalled. I tried to "repair" the installation with no success. And when I tried to reinstall the program, it was unable to successfully reinstall because I had to install the "Adobe Application Manager" which also failed to install with the following message: "Installer failed to initialize. Please download Adobe Support Advisor to detect the problem" and provided a link. Of course, when you click on the link, you get another message, "The Adobe Support Advisor has been discontinued" directing me back to the forums that provide absolutely NO support for this whatsoever.

At this point in time, I've lost my *expensive* Adobe Acrobat XI Pro product, with no way to reinstall it and no assistance to correct this problem Adobe created. On top of that, I now have another serious problem with the print spooler.

If *anyone* has any useful suggestions, please send them my way. I'm ready to scrap Acrobat altogether and never use another one of their products again; this has been such a mess to deal with.

[kglad]

make sure you have no other acrobat or reader versions installed.

see if you can clean your acrobat xi per Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

restart your computer

reinstall your acrobat xi

[rickj90358804]

Thanks. I will try this. The problem that I foresee though is that I cannot *uninstall* my Acrobat XI Pro for the reasons described in my original post. I don't know if this will work but I will try it.

[rickj90358804]

OK - I downloaded and ran the Download Adobe Reader and Acrobat Cleaner Tool, restarted the computer, and tried to reinstall Acrobat XI Pro.

It didn't work. The installation failed and sent me to run the Adobe Application Manager utility that also failed to initialize and run.

Basically, I'm back to my original problem. Why doesn't Adobe offer real tech support?

[kglad]

if you don't want to continue in the forum, using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'still need help', https://helpx.adobe.com/contact.html

[Tariq Ahmad Dar · Accepted solution]

Hi rickj90358804,

If you are trying to install Acrobat XI via Adobe Application Manager, I would suggest downloading an installer manually using this link : Download Pro or Standard versions of Acrobat DC, XI, or X  and try installing again. 

Also, you have the option to contact support as kglad mentioned above.

Regards,

Tariq Dar.