Acrobat X1 will NOT install - help and advice appareciated

[Frankie Howerd]

Subscribed to as part of the Enterprise CC package

The packages are built using the Creative Cloud Launcher app to a network share ready to installed to the workstations.

All other packages e.g Photoshop, Indesign etc in the CC pack install with no problem to a test machine using the msi's provided and available in this share.

Acrobat Pro X1 builds with no problems in the CCLauncher, 32 bit and 64 bit versions have been built and tried on the standard Windows 7 64bit OS used on site here, in total 5 iterations have been created and tried with no sucess on this and other machines (4 other machines in total)

Both the MSI installation and setup.exe installation routines have been tried from this network share on machines that have been logged onto with Admin rights, the install has been tried on a basic bare configured non domain machine, again logged on with admin rights, the network share also houses the other CC Packages that install correctly

The log files at:

C:\Program Files (x86)\Common Files\Adobe\Installers (64bit O/S) and

C:\Users\%Username%\AppData\Local\Temp\PDApp.log

Have been viewed and dissected using the information here: http://helpx.adobe.com/creative-suite/kb/troubleshoot-install-logs-cs5-cs5.html

There appears to be little in the way of errors showing in these files that would cause in the installation to fail catastrophically.

[Jeffrey_A_Wright]

Moving this discussion to the Enterprise Deployment (Acrobat and Reader).

[Guest]

Define the term "cause the installation to fail catastrophically"? You need to define the errors that you are seeing in the UI or Logs.  The Adobe Forum members who look at these posts will need that to assist you.  It would also help if told us the order that you installed the application and which OS you are attempting to install upon.

[Frankie Howerd]

Not sure who added the catastrophically.

we're trying to install on windows7 using the msi created by the ccplauncher.

have tried with 32 and 64bit.

we create the package with the key and try to instal it. It doesn't install and gives no errors.

if we download the free version, install and register then it's fine but that's impracynical for a site wide rollout.

given we've paid thousands for this software I would have expected Adobe to try and fix it rather than rely ona forum.

there are no other ccloud apps in the package. When we have deployed it has benn variously to machines with/without other Adobe products.

We have tried on a pc with photoshop installed.

[Frankie Howerd]

Additional information that may help in the diagnosis, effectively the workflow process tried by us leads us to the current situation.

Adobe CC Launcher installed on an IT Support workstation (workstation 1), user logged on with Administrator rights, a package containing only Acrobat Prop X1 was built and copied up to a network share. Installation of Acrobat Pro X1 was tried on another Windows 7 64bit workstation, again with a user logged on with Admin rights, the install made it about half way through and the installer vanished at the point where the scroll bar had got about half way, no error messages were presented, it appeared that the green installation progress scroll bar seemed to roll back.

Another copy of the CC Launcher was installed on another workstation (workstation 2) in the IT Office to circumvent any issues that the initial CC Launcher installation may have been corrupted on workstation 1, Acrobat Pro X1 was then built and copied to another network share, installation attempted on another station and again this install failed with the same was above

In both cases an installation was tried using both the msi and the setup.exe

A 32 bit version of the package was then built using workstation 1, this installation was copied to a network share and the installation attempted on 4 different machines, all Windows 7 64 bit, using both the msi and setup.exe installation routines, all failed.

An attempt was made off-site on a workstation, user logged on with admin rights connected to a standard broadband link in attempt alleviate any possible issues with proxies and firewalls and 64bit version was built using CC Launcher, the package was built to the local hard drive, and the installation attempted using both the msi and setup.exe routines from this local installation, both failed in the same way as the initial installation failed in the first paragraph, little or no feddback from the installer apart from the process bar rolling back from about half way along.

In summary:

We have tried both 32 bit versions and 64 bit versions of the built package, attempted to install these 2 build Acrobat Pro X1 packages from network shares and local hard drives, on a variety of machines from standard domain workstations to netbooks to a high spec station, around 6 machines in total. Packages have been built by 3 separate machines and we beliveve we have tried every permutation possible, a total of 3 man days have been spent trying to find some way to get this to work.

The log files can be provided for forensic purposes but seem to provide no clue as to why the installation should fail, (I will avoid using the word catastrophically here so that the focus of peoples attention can be directed towards the resolution of the problem with no distractions)

All other CC apps, when built by the same CC Launcher on the same machines (workstation 1 and workstation2 ) and copied to the same network share, install with no problems at all, msi's install fine through AD GP's and setup.exe works for individual installations.

[Frankie Howerd]

We can also provide copies of these built Acrobat Pro X1 packages Created by CCP Launcher that fail to install, if required.

[Frankie Howerd]

We have the PDApp.log file available

However we seem to be unable to insert the text into a reply box on this forum as there seems to be a limit to the amount of text that can be inserted, possibly due to the limitations of the form backend..?

We have also attempted to attached the log file as file with a .log extension this also failed, the file was renamed so that it had a .jpg extension as a workaround as it seems the only options are to attach files that are photo or video based, this attempt also failed it would seem we have no provision for providing you the information.

[Guest]

Despite all the window dressing, CCP just creates a separate licensing installer for Acrobat because it is an Exception installation for the Creative Cloud just like it was for the Creative Suite.  The Acrobat package should have two files in the Exceptions folder.  Run actual Acrobat MSI file (AcroPro.msi) first from the command line and then run the CCP's MSI licensing file ([THE_NAME_OF_YOUR_CCP_PACKAGE].msi).  That should be all you have to do.  This is documented in the ETK:  18   Creative Suite Installs and Issues — Enterprise Administration Guide

Have a look at section 18.1.4.  It references Acrobat 10 but it should work for Acrobat 11 too.

If you want to post the licensing log files for CCP then use this link to gather them:  Log Collector Tool

Otherwise get the MSI installer logs just like you would any other MSI package.  You can enable the verbose logging via this handy Microsoft FixIt KB:  http://support.microsoft.com/kb/2545723