Installation Problems

[Maxwithershins]

During Craetive Cloud installation, Acrobat X Pro installed "with errors." Neither Acrobat nor Distiller will launch. I clicked "retry" in Application Manager several times; no joy. Suspecting a download file corruption, I tried to re-download it. But, since Application Manager 'thinks' it's been installed, I am unable to do this. What is the solution??? TIA...

[Maxwithershins]

Have since found out how to get Application Manager to allow a new download: Rename (or even completely remove!) —>Library—>Application Support—>Adobe—>caps—>Media_db.db and pdb.db. I also removed the entire —>Library—>Application Support—>Adobe—>Acrobat X Professional CCM folder and all contents, a couple of times, but this doesn't seem to be necessary or make a difference one way or the other.

BUT, despite doing three more fresh download/installs of Acrobat X Pro (via Application Manager), the same thing happens every time. "Errors on install," and neither Acrobat nor Distiller will launch. The file that is being downloaded must be corrupted on the server, not during download.

Saw a suggestion to download the "Try" version as a workaround. This may be fine for Windows users, but there seems to be no "Try" version for Mac. What's up with that???

Any other suggestions from anyone?

[vselwyn]

Hi

If you're on a Mac, this might help. The Acrobat X Uninstaller in the Acrobat folder doesn’t remove the application completely. As a result AAM identifies it as still installed. You'll want to use the uninstaller in the Applications > Utilities > Adobe Installers and run the Acrobat X Pro uninstaller from this location. The uninstaller is named "Acrobat X Pro. We have a tech doc here:
http://helpx.adobe.com/creative-cloud/kb/cant-install-acrobat-aam.html

This is currently a work around but we are indeed investigating this issue. If you are not on a Mac, please let me know.

Thanks,

Victoria

[Maxwithershins]

Hi -

Thanks for the reply. Unfortunately, this didn't work. The uninstaller returned an "Uninstall Failed" message. The message contained a suggestion to download and use the Cleaner Tool, so I tried this as well. Oddly, the Cleaner Tool could find NO CS6 applications on this machine! (Even though all of the Creative Cloud applications except Acrobat X Pro were installed successfully and are working!)

A further development: I am now also installing CS6 (via Creative Cloud Applications Manager) onto my MacBook Pro. Acrobat X Pro is, of course, the first application to install, and it installed on that machine perfectly on the first try! FWIW, the MacBook Pro is running OS X 10.6.8, while this machine (27" iMac 3.1GHz i5) is running OS X 10.7.4. Is there an issue with 10.7.4?

[Maxwithershins]

Hi Victoria, et al -

Update: Thinking that perhaps the Uninstaller didn't work because I had already removed the Media_db.db and pdb.db files, and the Acrobat X Professional CCM folder from the Library, I tried downloading and installing Acrobat X Pro again.

It failed in the same way but, this time, when I ran the Uninstaller per your recommendation, this appeared to worked correctly. So I then tried downloading and installing Acrobat X Pro one more time. Unfortunately, it has failed once again.

Any and all other ideas about why it worked/works fine on the MacBook Pro w/ OS X 10.6.8 but will not install on the iMac w/ OS X 10.7.4 are very welcome!

[vselwyn]

It appears another customer may have encountered a similar issue. http://forums.adobe.com/message/4407050 Are you seeing the same error? Perhaps try logging in as root in safe boot and seeing if that perhaps corrects the issue?

[Maxwithershins]

Hi -

Yes, exactly the same message (see below).

I tried the download & install in safe mode; logged in as myself first, and that failed the same way. Ran the uninstaller.

Then I enabled root, logged in as root (still in safe mode), and tried again. No joy, and the same error message. Ran the uninstaller. Disabled root. Rebooted normally. I'm done with this for today.

Tomorrow I will try verify & repair permissions (as also suggested at http://forums.adobe.com/message/4407050#4407050), then try it all again...

Please feel free to send along any other suggestions you might have! 😉

Thanks for your efforts so far!!

Exit Code: 6

Please see specific errors and warnings below for troubleshooting. For example,  ERROR: DW006, DW050 ...

-------------------------------------- Summary --------------------------------------

- 0 fatal error(s), 4 error(s), 0 warning(s)

----------- Payload: {AC76BA86-1033-F400-7760-000000000005} Acrobat Professional 10.0.0.0 -----------

ERROR: DW006: Apple Package failed to install successfully.

----------- Payload: {E1C48031-9366-427F-AC04-535CEDAAD995} Acrobat X Pro  10.0.0.0 -----------

ERROR: DW006: Apple Package failed to install successfully.

ERROR: DW050: The following payload errors were found during install:

ERROR: DW050:  - Acrobat Professional: Install failed

ERROR: DW050:  - Acrobat X Pro : Install failed

-------------------------------------------------------------------------------------

[Maxwithershins]

Well, I had to have one more go at it tonight after all. 😜

Verified and repaired permissions, logged on as root in safe mode. Tried the download and install again. Failed again!!! Exactly the same error message.

I USE Acrobat almost daily! So I badly need to get this resolved! Any and all suggestions (or a true fix) will be very, very welcome.

'Night all.....

[vselwyn]

Could you send your contact information to me at cfirst@adobe.com and I'll have someone follow up with you on Monday? Thanks so much for your patience.

Victoria

[Alfred Pennyworth]

Hi Victoria I too am experiencing the similar problem am running windows 7 Ultimate 64bit. Can you please direct me to the windows version of the workaround. Gerry

[David__B]

My recommendation would be

- Uninstall all CS6 app via Mac HD > Applications > Utilities > Adobe Installers

Uninstall Acrobat X (if listed) then all CS6 products

- Download and run the CS6 Cleaner Tool and remove everything CS6 related

- Reboot

- Reinstall Acrobat X through AAM and install updates

- Reinstall remaining CS6 products

If this method doesn't work for you the best bet would be to contact and work with our technical support department  directly

-Dave

[Maxwithershins]

Sigh. Not what I was hoping to hear. But OK.

This will definitely take all night. Again.

I'll let you know, when it's done, if it worked.

I would still love to know why it won't work on a brand-new out-of-the-box 27" iMac, with nothing but OS X 10.7.4 installed ... but worked perfectly on the first try on my older 15" MacBook Pro with 10.6.8, and a ton of other installed applications (some several generations old) to cause potential conflicts.

Wish luck!

[Maxwithershins]

Ah, it gets better! None of the [un]installers will run except for the one for Acrobat X Pro!!

And now none of the other CS6 apps will run; I get an error message saying AAM is missing. (It's right here!)

Trying the Cleaner now.

[Maxwithershins]

The Cleaner can find no CS6 apps on this machine. Yippee kai yay!

[David__B]

You might try replacing the original Media_db.db and pdb.db files in their original locations prior to running the Cleaner Tool. If this fails you'll need to manually uninstall everything working with our support.

[Maxwithershins]

Yup, the originals are gone. Long gone, what with the 5 or 6 attempts (so far) at installing Acrobat X. Manually uninstalling everything CS6 now (more than 151,000 files!). Will try contacting support to discover where to find what I'm probably missing. Worst case, I will reformat the hdd and reinstall the OS. Maybe put 10.6.8 on this machine, since it, at least, seems to work with CS6 just fine.

Despite my frustration (is it obvious?), I am thankful for the feedback and suggestions from everyone. 😉

[Maxwithershins]

Customer Support is emailing me a list of the filenames and locations. I will give that a shot first. Letcha know.....

[David__B]

Thanks for the update, keep us posted

[Maxwithershins]

OK. Still kind of in the middle of it today (nope; not resolved yet), so — by way of an update — I'm gonna do a quick cut-paste-and-[edit] of an email I just sent to Customer Support (who has now requested my CS6 install logs):

...........................

[Today] I finished manually removing all CS6 (per instructions — which are NOT correct for OS X 10.7.4, btw — provided as part of case number [deleted]). I then shut the machine down, booted it normally (not safe, not root), downloaded and reinstalled AAM 6.1 again (as I had also completely removed this) ... then tried, once more, to install Acrobat X Pro (only, at this time). And it failed again ... with exactly the same error message as on the very first try ..... 4 long days ago. And during every subsequent attempt as well.    [Also sent this new install log with email.]

The only apparent difference is that — following today's attempt — the Cleaner Tool did finally recognize the Acrobat X Pro [flawed] "installation." And it appears to have successfully removed it, because AAM no longer lists Acrobat X Pro as "Installed."

I then downloaded and installed Illustrator CS6 (only) again ... because I need it today! ... and it worked perfectly, just as it did 4 days ago, and it is running now.    [Also sent this new install log with email.]

I hope you can find some clue in the logs, because I am falling behind on some client projects now due to this distraction. And because, yes, I will admit ... I really want to start using my brand-new iMac!! ;-D

But, please (I'm begging you!), no more suggestions to remove the entire CS6 installation again! To do this was a huge waste of time, caused some other unusual problems, and produced no different result at all. The only thing that is a problem is Adobe X Pro, and it is a problem only on the new iMac running 10.7.4!

I am now going to resume installing everything else except Adobe X Pro, and I suspect this will take the rest of the day. Wish luck! 😉

Thanks for your expertise, your ideas, and your assistance!

..........................

And so there we are. Or aren't, as it were. Still chuggin' away with the re-download and re-install of everything BUT Acrobat X Pro, still hoping (and waiting) for suggestions on how to resolve the original issue.

If I end up with no Acrobat X Pro on the iMac, I guess that just means I'll have to do all of that stuff on the MacBook. Of course, since I can only run CS6 on one machine at a time...... Is this gonna mean I'll have to shut down ALL CS6 apps on the iMac (and save and close everything I'm working on) if I need to run Acrobat on the MacBook??? Right? What a PITA that would be!!

Thanks, all.....

[Maxwithershins]

Update, late Friday afternoon:

Everything but Acrobat X Pro is working just fine after the complete CS6 uninstall, followed by a complete re-download and re-install. So I'm at exactly the same point I was at ~4AM last Saturday morning: Acrobat X Pro will still not install on the new iMac.

Yee haw!

It has been TWO full days (and several hours) since I sent the installation log files to Adobe "Customer Service," in response to their request for me to do so. Did a "reply all" so it went to seven other people besides the person who originally contacted me to request the log files. Maybe that pissed somebody off??

No response.

So, one day ago I sent a follow-up email asking if [they] had gotten the first email, and the logs.

No reply. Not even the courtesy of a "got it; working on it" or "f*** you."

So I just checked the open case (number 0183240407) ... and the "status" says Adobe is "waiting for a response" from ME!!!

I am so incredbly impressed right now! (Not exactly.) How's that for a response?

;-/

[Guest]

Just so you ALL know, especially the Adobe team. I am having the same issue. So ... I can just hope you'll find a solution quickly.

[Guest]

Hey did anyone ever come to any resolution on this? I'm troubled by this problem as well!!!

[Maxwithershins]

Not really. But it does appear that the root of the issue is a permissions problem in OS X 10.7 (Lion). Unfortunately, this particular permissions problem is something that the Mac's own Disk Utility can't fix by itself, and so the recommended "solution" is to do a clean re-install of the entire OS X (as in "erase and install"), and then install all of CS6 over again. And then re-install whatever else you'll lose by doing this.

It has also been suggested that DiskWarrior might be able to fix the permissions problem.

I have been putting off trying either solution for tooo long now, as I've been able to work on my other machine (OS X 10.6.8) without any issues at all. But now the iMac (w/ 10.7.4) is starting to exhibit some other very bizarre behavior that sort of confirms, to me anyway, that this isn't just a CS6 issue but, in fact, a problem with OS X. So I'll need to do something very soon.

Unfortunately, I'm also moving this week, so it won't happen for at east another couple of weeks. I will post what happens once I can get back to it.

[ryan_skeete]

Has this been figured out already? I'm currently having the same issue and I can't open Acrobat :s