Additional files need to be installed to create PDF from this file (Excel). You must have Administrator Privileges to install these files

[barclaywlamont]

Keep getting this message when combining files - exhausted Adobe help - they couldn't fix it! Adobe Pro Dc and Windows 10 Pro. Anyone clever enough to find a fix?

[gkaiseril]

You need to logged in as the "Administrator"  the computer system. You could also run the action as the "Administrator" of the system.

If this is your personal computer, the administrator account would be the account you used when you first started and registered your computer.

[barclaywlamont]

Not the correct answer - sorry! Makes absolutely no difference. My PC, I already am the Administrator and already run Adobe Pro DC as Administrator - went through all this with Adobe - here is the transcript:

Laboney: Hello! Welcome to Adobe support.
Barclay Lamont: Hi, When I try to combine files it does not recognise Excel. If I paste the file it says I need additional files and to contach the Administrator - I am the Administrator. Office 356 Windows 10 pro. Can you help please?
Laboney: Please allow me 1-2 minute(s) to review your account details.
Laboney: May I have the serial key for the software ?
Barclay Lamont: xxxxxxx
Laboney: May I know the steps that you are following to combine the files ?
Barclay Lamont: Select files, right click, combine files in Acrobat. Been doing this all day until I installed Office 365
Laboney: Is it happening with all the files or with the a particular file ?
Laboney: Please try to follow this steps :
Barclay Lamont: Word is fine - the problem is with Excel
Laboney: Launch Acrobat >go to tools >combine files
Barclay Lamont: Yes - have done all this, am there now and it says "Additional files need to be installed to create PDF from this file (Excel). You must have Administrator Privileges to install these files"
Laboney: Okay please cancel Acrobat then Right click on Acrobat icon and choose Run as administrator
Barclay Lamont: It asks me if I want to run repair mode - I have already done this
Laboney: Try it
Barclay Lamont: Done - asks me if I want to run in repair mode - I ran repair mode and got the SAME MESSAGE.
Laboney: Okay
Laboney: Could you please attach the screen shot of the error message page ?
Barclay Lamont: How?
Laboney: Can you please check if you can print to Adobe pdf in Excel ?
Barclay Lamont: Yes I can. I've been on the net all day looking for a fix - I paid over £400 for this software and it doesn't work!
Laboney: Is it happening with all the excel file or only one
Barclay Lamont: All
Laboney: Try to convert the excel with acrobat plug in
Barclay Lamont: I told you I have tried this. It converts XLS files of but the newer versions it does not recognise XLSX in a combine batch
Laboney: Okay please follow the below steps :
Laboney: May I know when you open Acrobat what does it says on the top of the application ?Does it says Acrobat pro DC or Acrobat Reader DC ?
Barclay Lamont: Pro DC
Laboney: Okay please follow the below trouble shooting steps :
Laboney: Go to Local C: Drive
Laboney: Then Program Files (x86)
Laboney: Then Adobe
Laboney: Then Acrobat DC
Laboney: Then Setup Files
Laboney: Then {AC76BA86-1033-FFFF-7760-0C0F074E4100} - 
Laboney: Then Acro pro msi
Laboney: Then You wil get the new window
Laboney: Then next 
Laboney: Choose modify
Laboney: Click on next
Laboney: Choose Create adobe pdf plug in
Laboney: Choose the option this feature will not be available and the  install it
Laboney:
Barclay Lamont: working on it
Laboney: Okay
Barclay Lamont: No difference - plug ins not listed - installed Create Adobe PDF
Barclay Lamont: Same error message - Additional files need to be installed - this is VERY frustrating..
Laboney: May I have your call back number please ?
Barclay Lamont: xxxxxxxxxx (UK)
Laboney: I am escalating the case to next level
Laboney: They will get back to you with in next 48-72 working hours
Laboney: This is your case number 0187691632
Laboney: Is there anything else I can help you with?
Barclay Lamont: Oh boy - this is vital for my business. Thought an Upgrade from X to XI and then DC would help - clearly didnt. Thanks for your help but sadly no further forward.
info: Your chat transcript will be sent to b@rclay.org at the end of your chat.
Laboney: I apologize for the inconvenience.
Laboney: Thank you for contacting Adobe.  We are available 7 days a week, 24 hours a day. Goodbye!

[try67]

Do you think we're mind-readers? If you don't say what you tried and what

you didn't try we'll assume you didn't try anything.

On Sun, Apr 10, 2016 at 9:53 AM, barclaywlamont <forums_noreply@adobe.com>

[gkaiseril]

Adobe Labs has a removal tool for Acrobat and Reader that will remove all traces of the Acrobat/Reader install including the registry entries except for the trial date expiration. Many have success using this tool and then installing Acrobat. It is a good idea to shut down and restart your system after removal and after reninstalling Acrobat, this will reload a new copy the registry into memory.

Have you looked at the log files for the install?

[barclaywlamont]

Sorry - realise you were just trying to help - been a laborious task trying to get this brand new latest version to work with Office 365 - I hope you understand my frustration and forgive any rudeness. I will try and remove and re-install.

[gkaiseril]

Within the last 2 months Microsoft rolled out an update the screwed up PDF Maker and eventually acknowledge it and issued another fix.

Make sure you have all the update installed for the OS, Office, and Acrobat.

Hard as it is to believe, sometimes the download for the version is not fully updated version. Also Adobe issues incremental updates, only the changed code is replaced, so updating of each patch could be critical.

[barclaywlamont]

I am installing from a disc. Have re-installed Adobe DC Pro after cleaning and updated everything and clicked yes to 'some add ons are not enabled for some of these files. Do you want to enable them'. Problem still persists asking 'Additional files need to be installed to create PDF from this file (Excel). You must have Administrator Privileges to install these files'. No further forward sadly in converting xlsx files as part of a mixed batch - doesn't even recognise xlsx files for right click 'Combine Files in Acrobat'. Clearly a fundamental problem.

[barclaywlamont]

Have also completely removed and re-installed Microsoft Office 365. Still the problem persists...

[try67]

When you install from a disc it's usually not the latest version. Make sure you apply all the available updates after the installation is complete.

[barclaywlamont]

Yes - all done.

[barclaywlamont]

Just been through all this and STILL NO FIX!

Date: 2016-04-12 17:19:18 SGT
From: Bomgar To: All Customers
A secure encrypted SSL connection has been established.

---

Date: 2016-04-12 17:19:30 SGT
From: Bomgar To: All Customers
The customer permitted this session to be recorded.

---

Date: 2016-04-12 17:19:30 SGT
From: Bomgar To: All Customers
Your support representative will be with you shortly. This session may be recorded for quality assurance.

---

Date: 2016-04-12 17:20:06 SGT
From: Bomgar To: Everyone
tel40451 can now have full access to customer's computer.

---

Date: 2016-04-12 17:20:13 SGT
From: tel40451 To: Everyone
Okay.

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Date: 2016-04-12 17:20:23 SGT
From: tel40451 To: Everyone
I can see your screen now

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Date: 2016-04-12 17:21:55 SGT
From: Barclay Lamont To: Everyone
Its up - drag and drop the Excel file and put it first and youll get the message

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Date: 2016-04-12 17:23:25 SGT
From: Barclay Lamont To: Everyone
See!

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Date: 2016-04-12 17:26:15 SGT
From: tel40451 To: Everyone
where is the this folder?

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Date: 2016-04-12 17:26:19 SGT
From: tel40451 To: Everyone
document?

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Date: 2016-04-12 17:26:28 SGT
From: Barclay Lamont To: Everyone
What are you doing - youve identified the problem?

---

Date: 2016-04-12 17:27:03 SGT
From: Barclay Lamont To: Everyone
Here

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Date: 2016-04-12 17:28:07 SGT
From: tel40451 To: Everyone
No I am not asking about the file.

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Date: 2016-04-12 17:28:32 SGT
From: tel40451 To: Everyone
I am searching for the folder name 'documents'

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Date: 2016-04-12 17:28:53 SGT
From: tel40451 To: Everyone
Is it on your desktop?

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Date: 2016-04-12 17:29:03 SGT
From: Barclay Lamont To: Everyone
No

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Date: 2016-04-12 17:29:07 SGT
From: tel40451 To: Everyone
where have you created this folder?

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Date: 2016-04-12 17:29:44 SGT
From: Barclay Lamont To: Everyone
Showing now in D.

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Date: 2016-04-12 17:34:11 SGT
From: tel40451 To: Everyone
open the file

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Date: 2016-04-12 17:35:34 SGT
From: Barclay Lamont To: Everyone
Would save time if you moved the Excel file to the top

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Date: 2016-04-12 17:36:30 SGT
From: tel40451 To: Everyone
May I know from where you got this excel file?

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Date: 2016-04-12 17:38:27 SGT
From: Barclay Lamont To: Everyone
Get them every day from our reps for approval - seems to happen with all xlsx files but nit xls

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Date: 2016-04-12 17:39:25 SGT
From: tel40451 To: Everyone
ok

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Date: 2016-04-12 17:39:26 SGT
From: Barclay Lamont To: Everyone
There is nothing wrong with it - will happily convert to pdf from save as.

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Date: 2016-04-12 17:40:01 SGT
From: tel40451 To: Everyone
I am just testing

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Date: 2016-04-12 17:42:00 SGT
From: tel40451 To: Everyone
It seems issue with this particular xls file

---

Date: 2016-04-12 17:42:15 SGT
From: tel40451 To: Everyone
Do you have any other xls file?

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Date: 2016-04-12 17:42:49 SGT
From: Barclay Lamont To: Everyone
xls or xlsx?

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Date: 2016-04-12 17:43:31 SGT
From: tel40451 To: Everyone
I am sorry xlsx.

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Date: 2016-04-12 17:43:44 SGT
From: Barclay Lamont To: Everyone
I'll look

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Date: 2016-04-12 17:45:23 SGT
From: Barclay Lamont To: Everyone
OK - told you it fails on all of them.

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Date: 2016-04-12 17:48:33 SGT
From: tel40451 To: Everyone
Convert this xlsx file into pdf.

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Date: 2016-04-12 17:48:39 SGT
From: Barclay Lamont To: Everyone
You dont seem to have a fix?

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Date: 2016-04-12 17:50:16 SGT
From: Barclay Lamont To: Everyone
Done - easy - but I dont want to have to do this - takes too long - I really busy with these.

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Date: 2016-04-12 17:52:12 SGT
From: Barclay Lamont To: Everyone
You want to fix this problem please.

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Date: 2016-04-12 17:54:02 SGT
From: tel40451 To: Everyone
Barclay I apologize but I need to escalate it to my seniors so that they can check.

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Date: 2016-04-12 17:54:14 SGT
From: tel40451 To: Everyone
As this is specific file issue.

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Date: 2016-04-12 17:55:01 SGT
From: Barclay Lamont To: Everyone
Sure - this was supposed to have happened already ref: 0187691632

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Date: 2016-04-12 17:55:07 SGT
From: tel40451 To: Everyone
Which my seniors can check and tell you about the exact issue.

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Date: 2016-04-12 17:55:20 SGT
From: tel40451 To: Everyone
Yes I understand your concern.

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Date: 2016-04-12 17:55:45 SGT
From: tel40451 To: Everyone
I am going to escalate it with higher priority this time.

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Date: 2016-04-12 17:56:04 SGT
From: tel40451 To: Everyone
So that my seniors can check and call you back as soon as possible.

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Date: 2016-04-12 17:56:15 SGT
From: Barclay Lamont To: Everyone
OK thanks - doing it now? - wever alreadt spent an hour on this and youve had control of my computer for 40 mins.

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Date: 2016-04-12 17:56:49 SGT
From: Barclay Lamont To: Everyone
They said I'd get a call back and never did - how can I trust this?

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Date: 2016-04-12 17:57:37 SGT
From: tel40451 To: Everyone
I apologize that you didn't received a call back.

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Date: 2016-04-12 17:57:41 SGT
From: Barclay Lamont To: Everyone
I also need a transcript of this Bomgar dialogue - as you can imaging I am not at all happy.

---

Date: 2016-04-12 17:58:58 SGT
From: Barclay Lamont To: Everyone
Please undo the Security changes you made.

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Date: 2016-04-12 17:59:03 SGT
From: tel40451 To: Everyone
You can copy paste all this conversation.

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Date: 2016-04-12 17:59:45 SGT
From: tel40451 To: Everyone
Which security changes, do you mean on that document folder?

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Date: 2016-04-12 18:00:05 SGT
From: Barclay Lamont To: Everyone
Yes

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Date: 2016-04-12 18:00:47 SGT
From: Barclay Lamont To: Everyone
My phone number is: 0442083906812

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Date: 2016-04-12 18:00:55 SGT
From: tel40451 To: Everyone
Okay.

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Date: 2016-04-12 18:01:02 SGT
From: tel40451 To: Everyone
Do not worry about that.

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Date: 2016-04-12 18:01:34 SGT
From: tel40451 To: Everyone
I was just giving permissions to that folder.

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Date: 2016-04-12 18:01:43 SGT
From: Barclay Lamont To: Everyone
NO - my phone is xxxxxxxxxxx

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Date: 2016-04-12 18:01:53 SGT
From: tel40451 To: Everyone
Thank you.

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Date: 2016-04-12 18:02:20 SGT
From: Barclay Lamont To: Everyone
So what now?

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Date: 2016-04-12 18:03:11 SGT
From: tel40451 To: Everyone
You need to provide us sometime so that I can arrange a call back for you.

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Date: 2016-04-12 18:04:14 SGT
From: Barclay Lamont To: Everyone
Ok thank you.

---

Date: 2016-04-12 18:04:46 SGT
From: tel40451 To: Everyone
You are welcome.

[barclaywlamont]

Their Technical team have promised to phone me with a fix twice since the rep took control of my computer and FAILED TO DO SO!

Difficult to describe my feelings about their Customer Service without being offensive I'm afraid.

They clearly haven't got a fix - remember I'm operating Windows 10 Professional, Office 365 and Adobe Acrobat DC - all the very latest on a Full spec. i7.

Very disappointing.

[Test Screen Name]

Please don't just say "I have the latest version". When we check, there was often a problem with updating so the version is NOT the latest. So I suggest you give us the EXACT version of Acrobat DC and of Microsoft Excel. This is a long string of numbers with dots.

Also, please answer this: does the Acrobat Ribbon appear in Microsoft Excel?

[barclaywlamont]

Adobe DC Pro 2015.006.30121

Excel 16.0.6769.2015

Acrobat Ribbon? Says Save as Adobe PDF at the side when given save option if that's what you mean.

Don't just say? Well I have the latest software and it has all been updated - OK?

[barclaywlamont]

Am now told Acrobat DC Professional is not compatible with Office 365 - despite all the product literature - this is descending into farce! See for yourselves - part of my latest interaction with Adobe 'Help':

Satwinder: These questions because Acrobat cannot accept all the formats. We also update like others
Satwinder: So I was pointing to xls format
Barclay Lamont: It accepts all versions of Excel - the latest xlsx is the latest and the problem is with them.
Satwinder: Ok
Satwinder: Please wait for a moment
Satwinder: I think I will find the resolution
Satwinder: I apologize let me tell you that it is just the concern with the Office 365 not with  any other version of microsoft Office
Satwinder: Since Microsoft office was not Compatible with Acrobat Earlier
Satwinder: But now it its to the Some Extent
Barclay Lamont: I have only recently upgraded to MS 365. All my previous versions were fine - surely you are not blaming this on Microsoft?
Barclay Lamont: The advertising material for Adobe Acrobat DC says it is entirely compatible with Office 365 - why are you saying it isn't?
Satwinder: With Office 365 its a problem
Satwinder: I apologize for that

So there you have it - Office 365 is the problem.......

[Test Screen Name]

That support sounds ill-informed. Not helpful. Indeed take a look at Office 2016 crashes with Acrobat DC or Acrobat PDFMaker  which talks about a crash with your software, and a fix for it. The fix was Office 16.0.6568.2034 so you are ahead of that with 16.0.6769.2015.

You are on the classic (permanent license) track for Acrobat, which puts you at a disadvantage; you only get new features on a paid upgrade. Still, I think I read it should work. Adobe - Acrobat : For Windows says the latest Classic track is 2015.006.30121 so you seem to be up to date.  But no Acrobat ribbon in Excel? That means it hasn't installed right. The install needs to run as administrator (NOT Acrobat). You can try doing a REPAIR. If you get the same message you may need to get a Windows expert to figure out what has gone wrong with your permissions. You can also try turning UAC on/off if it is off/on, or setting up a new user account.

[barclaywlamont]

Thank you - I wasn't impressed either. Yes got the ACROBAT ribbon - found it (has its own menu) so all good there. Now we are confirmed up to date and working properly it would be helpful perhaps if we replicate my problem.

Easy to do - with Office 365 put one Word file and one Excel xlsx file in the same folder. Highlight them both. Right click the selection and left click 'Convert Files in Acrobat'. Only the Word files appears in the combine files box. You can drag and drop the xlsx file but when you try and combine the files it asks for more files to be installed to convert the xlsx file - does the Word file fine.

Simple enough - there are plenty of workarounds etc.. but I do this many times a day and want it to work properly. I have spent ages on the Adobe Chat (very low standard of service), someone took control of my computer for an hour. You can see my ongoing agonies on this Forum and three times now I have been promised a call back from the escalation team which hasn't materialised.

This is really poor - don't you think?.

[barclaywlamont]

Finally got a call back (4th attempt).

It's a bug in Adobe Acrobat DC Pro. Been referred to the Developer Team.

[Test Screen Name]

Thank you for letting us know. It could help others with the same problem. It's surprising that nobody else has found it.

[barclaywlamont]

Wish I could say it was a pleasure.

Nobody? - maybe not - there are plenty of workarounds - and it is virtually impossible to get anyone at Adobe to acknowledge the problem - as you can see.

[Test Screen Name]

Yes a backup of the file. The file has corrupted, you need to go back to a version made before the damage. According to what I read.

[barclaywlamont]

TSN this makes no sense - sorry are you on the right thread?

FYI the technical person created a new Excel xlsx file and a new Word file and tried (and failed) to combine them in the way I have described.

Adobe bug confirmed.

[Test Screen Name]

Sorry wrong thread indeed. No idea how it happened! I wonder if I can find the message it belongs to... Sorry for the inconvenience

[barclaywlamont]

No problem.