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Unable to install Acrobat Reader DC

New Here ,
Aug 08, 2020

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The other day I did a "PC Refresh" which resulted in a number of apps being removed.  Now I'm trying to re-install Acrobat Reader and at the end of the installation, a message appears saying "Newer version already installed".  However, I'm unable to locate the program on my PC and unable to open any PDFs.

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Unable to install Acrobat Reader DC

New Here ,
Aug 08, 2020

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The other day I did a "PC Refresh" which resulted in a number of apps being removed.  Now I'm trying to re-install Acrobat Reader and at the end of the installation, a message appears saying "Newer version already installed".  However, I'm unable to locate the program on my PC and unable to open any PDFs.

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Install update and subscribe to Acrobat

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Aug 08, 2020 0
Adobe Community Professional ,
Aug 08, 2020

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Is this happening on a MS Wiondows 10 machine that was upgraded on top of an older version of  windows?

 

Also, is this happening even after  you use the Acrobat and Reader Cleanup Tool to completely remove old traces of the software?

 

 

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Aug 08, 2020 0
New Here ,
Aug 09, 2020

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It's Windows 8.1.  And where would I find the Cleanup Tool, I'm not familiar with it.

Thanks.

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Aug 09, 2020 0
Most Valuable Participant ,
Aug 09, 2020

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Aug 09, 2020 0
New Here ,
Aug 09, 2020

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thanks, I've done the cleanup, restarted, updated, still the same.

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Aug 09, 2020 0
Adobe Community Professional ,
Aug 09, 2020

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As I am running out of ideas, I think the quickest way to find out what's wrong is to create a new user profile account in that system and install Adobe Reader there. 

 

If you don't get the same issue with a different user account then we can safely assume that this is not a system wide issue and also we can rule oute that it is Adobe Reader causing this problem.

 

If this apporach works, then it would be a lot easier to just backup and move your data from one user account to the new user account since  some of the configuration  settings in the current user account  (maybe old orphan registry keys)  were not properly removed. That is not an easy task to find out. 

 

If that approach also doesn't work, then see this guidance posted by Adobe employee Akki_24:

 

 

Verify if you're using a 32bit or 64 bit version of MS Windows 8.1.

 

You may also want to try this:

 

  • In Windows Explorer navigate to : C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader

 

  • Scrolldown through the list of folders and programs in that directoy;  double-click on "Eula.exe" .

 

  • It will open up the End User LIcense Agreement diaolgue box.  Accept the agreement and close it. You may need to reboot the computer or log off and back in.

 

  • In that same directory,  there is also  a PDF quick refrence of interest; Is just a brief  how-to reference to make your Adobe Reader the default PDF owner in Windows. The filename is : Click on 'Change' to select default PDF handler

 

Last, the other idea I can think of is to go here: https://support.microsoft.com/en-us/help/14162/windows-service-pack-and-update-center

 

 

NOTE: 

Upgrade to MS Windows 10 if you can since it appears that it is still free to get.

 

If you want to keep Windows 8.1 you may dual boot both operating systems in the same machine and be able to compare performance.

 

My very last observation, however, MS Windows 8.1 has not shipped in new computers and has not been in production since 2016. Windows 8.1will reach end of extended support by 2023 as announced by Microsoft. Try to remove/add service packs for your version to check if that can improve the issue. 

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Aug 09, 2020 0
New Here ,
Aug 10, 2020

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Thank you.

It's a 64-bit version.  I did upgrade to Windows 10 a couple of years back but had major issues and swapped it back while I was still able to.

There is no Adobe sub-folder in either C:\Program Files (x86) or C:\Program Files.

 

I'm downloading Windows updates at the moment, although my system says it was last updated yesterday.

If that doesn't work I think I will just stick with Microsoft Reader for the moment.  This laptop is quite old and will need replacing anyway.

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Aug 10, 2020 0
Adobe Community Professional ,
Aug 10, 2020

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+++EDITED REPLY,   Have to clarify a mistake when I pasted the directory. Se bullet in bold below:

 

  • Both Adobe Acrobat Pro DC  and Adobe Reader DC are 32bit programs and will always install C:\Program Files. 

 

 

It shoud say ---->    C:\Program Files (x86)\Adobe\

 

 

#############################################

 

Don't even bother looking for Acrobat or Reader DC files in C:\Program Files. That is for 64bit programs. Which would make sense if had installed the Adobe Creative Cloud Desktop app.

 

But now that I mentioned that, if you also have other Adobe products installed, maybe it would be convenient to backup all your data and run this tool  (just in case):

 

 

Both Adobe Acrobat Pro DC  and Adobe Reader DC are 32bit programs and will always install C:\Program Files. 

 

In any case after you remove the Adobe Reader with the cleanup tool you can check if there are old traces of the program here: 

 

  • C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader
  • C:\Program Files (x86)\Common Files\Adobe

 

For my last suggestions you will need to perform as Administrator. What I normally do I open the Command Prompt as administrator and type in "explorer.exe" 

 

It will open Windows Explorer but with administrative rights;  it will allow you to manually delete  hidden and some system restricted files.

 

You will need to  access the following folders as administrator: 

 

  • C:\ProgramData\Adobe

 

The "Adobe" folder should not exist if all the uninstall  attempts you've performed before were successful. But it is possible that this folder has content in it. Delete the whole Adobe folder in this directory.

 

You should see the following: 

 

  • C:\ProgramData\Adobe\Setup\{AFH789EFD34-8BW6-2655-3C77-OC1A12F2400}
  • C:\Program Files (x86)\Adobe\Acrobat Reader DC\Setup Files 

 

In the first folder path you should see one or more registry key hives that belong to your Adobe Reader.

 

If you click on it to see the content they may be empty. In either case delete anything and everything manually if the cleaner tool failed to remove these.

 

You should also reboot and re-check if these folder are gone for good or not. 

 

If they're not gone and the sysrtem recreated them that would involve some serious registry purging. In which case is a lot easier if you just create a new user account and test with that account like I suggested earlier, OR, wipe off Windows 8.1 completely, reformat the hard drive, re-partition the drive, and install afressh.

 

The only reason I suggest this last approach is because I had a similar issue coming from MS Windows 7. 

 

Installing Win 10 on top of Win7 when I attempted to upgrade was very glitchy with the Acrobat programs. I had to erase Win7 completely and install Win10 afresh.  When everything elese failed, erasing everything meverything and re-installing afressh  a new MS Windows version has never failed me.

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Aug 10, 2020 0
Most Valuable Participant ,
Aug 10, 2020

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> There is no Adobe sub-folder in either C:\Program Files (x86) or C:\Program Files.

 

Then there's a big problem...

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Aug 10, 2020 0
Adobe Community Professional ,
Aug 10, 2020

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He has to remove the old folders to get rid of that message.

 

From what I read before in Adobe Helpx guidance is that the installation program (.msi)   not the Setup.exe) that is decompressed after downlaoding it runs a small routine that checks for what is installed in the sysytem. If it finds any version (or entries in any of those folders of the prior version that was installed) it will get you in this endless loop.

 

When this happens, and no Adobe repair tool resolves the issue you have to go old school and manually dig and remove directories. Sometimes you even have to do it in Safe Mode as administrator.  A lot of registry corrupt entries are manually removed this way , for example.

 

If he is reinstalling Adobe Reader  there's no problem in deleteing the folders that were created before. He will continue to run into issues since the setup program won't repair these for the userbefore the installation proceeds.  It will keep installing on top of the same damaged folders.

 

Also, he said that he ran the Acrobat Clenaup and Repair Tool and still having the issue.

 

But I totally agree.

 

In my personal case  I don't mind breaking up my own computers and voiding warranties... So far no men  in black have knocked on my door over the course of the last 20 years.

 

But if you don't know what you're doing or how to repair computers disregard my guidance.

 

Try67 is correct.  And I  think that in that case then  the safest workflow is to create a new user account and install Acrobat afresh there.  

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Aug 10, 2020 0
New Here ,
Aug 10, 2020

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I've opened Windows Explorer using "explorer.exe" as recommended.  There is no folder C:\ProgramData\.

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Aug 10, 2020 0
Most Valuable Participant ,
Aug 10, 2020

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There is, but it's hidden. Enter it manaully.

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Aug 10, 2020 0
ls_rbls LATEST
Adobe Community Professional ,
Aug 11, 2020

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When Windows Explorer opens up, see the File Menu bar below the title bar of that window. Click on the "View" tab.

 

I forgot to clarify that. Thanks try67.

 

See slide:

 

expolorer hiddenfiles.png

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Aug 11, 2020 0