Unable to install Acrobat Pro DC 2019

Report · Jul 17, 2019

Hi,

We're unable to install Adobe Acrobat Pro DC 2019 on certain devices.

We're using an SCCM silent installation, and on about 10% of the installations the installation fails with a 0x5(5) error in SCCM. This happens mostly when the Adobe Acrobat Pro XI has been manually removed via Control panel.

We're running English (US/GB) languages on our systems

The error it shows i :

DW071:

DW003: Third party payload installer Adobe Acrobat\Setup.exe failed with exit code: 1624

The complete adobe install log file is as follows:

06/27/19 15:22:23:376 | [INFO] | | OOBE | DE | | | | 9016 | *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

06/27/19 15:22:23:376 | [INFO] | | OOBE | DE | | | | 9016 | START - Installer Session

06/27/19 15:22:23:376 | [INFO] | | OOBE | DE | | | | 9016 | *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

06/27/19 15:22:23:376 | [INFO] | | OOBE | DE | | | | 9016 | RIBS version: 9.0.0.65

06/27/19 15:22:23:377 | [INFO] | | OOBE | DE | | | | 9016 | Win OS version: 10.0.0.0 64 bit Type: 1

06/27/19 15:22:23:378 | [INFO] | | OOBE | DE | | | | 9016 | ::START TIMER:: [Total Timer]

06/27/19 15:22:23:378 | [INFO] | | OOBE | DE | | | | 9016 | CHECK: Single instance running

06/27/19 15:22:23:378 | [INFO] | | OOBE | DE | | | | 9016 | CHECK : Credentials

06/27/19 15:22:23:378 | [INFO] | | OOBE | DE | | | | 9016 | Load Deployment File

06/27/19 15:22:23:378 | [INFO] | | OOBE | DE | | | | 9016 | ##### Running in Non RIBS Mode #####

06/27/19 15:22:23:379 | [INFO] | | OOBE | DE | | | | 9016 | Create Required Folders

06/27/19 15:22:23:379 | [INFO] | | OOBE | DE | | | | 9016 | Assuming install mode

06/27/19 15:22:23:379 | [INFO] | | OOBE | DE | | | | 9016 | Looking up install source path

06/27/19 15:22:23:379 | [INFO] | | OOBE | DE | | | | 9016 | Skipping Media DB sync in non ribs mode

06/27/19 15:22:23:379 | [INFO] | | OOBE | DE | | | | 9016 | ##### Running EDT Workflow #####

06/27/19 15:22:23:379 | [INFO] | | OOBE | DE | | | | 9016 | Ready to initialize session to start with ...

06/27/19 15:22:23:379 | [INFO] | | OOBE | DE | | | | 9016 | ::START TIMER:: [CreatePayloadSession]

06/27/19 15:22:23:379 | [INFO] | | OOBE | DE | | | | 9016 | -------------------- BEGIN - Updating Media Sources - BEGIN --------------------

06/27/19 15:22:23:379 | [INFO] | | OOBE | DE | | | | 9016 | Updated source path: C:\Temp\Setup\APRO19.0

06/27/19 15:22:23:379 | [INFO] | | OOBE | DE | | | | 9016 | Updating media info for: Adobe Acrobat\Setup.exe_19.010.20091

06/27/19 15:22:23:379 | [INFO] | | OOBE | DE | | | | 9016 | NOTE: Ignoring media info and setting media path as: C:\Temp\Setup\APRO19.0\Adobe Acrobat\Setup.exe

06/27/19 15:22:23:379 | [INFO] | | OOBE | DE | | | | 9016 | Type: 0, Volume Order: 1, Media Name:

Path: C:\Temp\Setup\APRO19.0\Adobe Acrobat\Setup.exe

06/27/19 15:22:23:379 | [INFO] | | OOBE | DE | | | | 9016 | -------------------- END - Updating Media Sources - END --------------------

06/27/19 15:22:23:380 | [INFO] | | OOBE | DE | | | | 9016 | Supported RIBS version range: [0.0.0.0,9.0.0.65]

06/27/19 15:22:23:380 | [INFO] | | OOBE | DE | | | | 9016 | ----------------- CreatePayloadSession: machine is x64 ---------------

06/27/19 15:22:23:380 | [INFO] | | OOBE | DE | | | | 9016 | ______ Verify Dependency Subscribers ______

06/27/19 15:22:23:380 | [INFO] | | OOBE | DE | | | | 9016 | BEGIN Operation order for all session payloads: mediaGroup (requires,satisfies)

06/27/19 15:22:23:380 | [INFO] | | OOBE | DE | | | | 9016 | Adobe Acrobat DC 19.10.20091.0 Adobe Acrobat\Setup.exe_19.010.20091: 0 (0,0)

06/27/19 15:22:23:380 | [INFO] | | OOBE | DE | | | | 9016 | END Operation order for all session payloads: mediaGroup (requires,satisfies)

06/27/19 15:22:23:382 | [INFO] | | OOBE | DE | | | | 9016 | Setting property "deploymentFile" to: C:\Users\DESHMA~1\AppData\Local\Temp\\{E5CFA709-E527-4FE7-A186-4201BC7A5C47}

06/27/19 15:22:23:382 | [INFO] | | OOBE | DE | | | | 9016 | Setting property "edtWorkflow" to: 1

06/27/19 15:22:23:382 | [INFO] | | OOBE | DE | | | | 9016 | Setting property "installLanguage" to: en_GB

06/27/19 15:22:23:382 | [INFO] | | OOBE | DE | | | | 9016 | Attempting to find the selected language in the set of available payload languages

06/27/19 15:22:23:382 | [INFO] | | OOBE | DE | | | | 9016 | Setting property "installSourcePath" to: C:\Temp\Setup\APRO19.0

06/27/19 15:22:23:382 | [INFO] | | OOBE | DE | | | | 9016 | Setting property "nonRIBSMode" to: 1

06/27/19 15:22:23:382 | [INFO] | | OOBE | DE | | | | 9016 | Setting property "proxyFile" to: C:\Temp\Setup\APRO19.0\proxy.xml

06/27/19 15:22:23:382 | [INFO] | | OOBE | DE | | | | 9016 | Overwrite property "edtWorkflow" to: 1

06/27/19 15:22:23:382 | [INFO] | | OOBE | DE | | | | 9016 | Overwrite property "installLanguage" to: en_GB

06/27/19 15:22:23:382 | [INFO] | | OOBE | DE | | | | 9016 | Overwrite property "nonRIBSMode" to: 1

06/27/19 15:22:23:382 | [INFO] | | OOBE | DE | | | | 9016 | Overwrite property "proxyFile" to: C:\Temp\Setup\APRO19.0\proxy.xml

06/27/19 15:22:23:382 | [INFO] | | OOBE | DE | | | | 9016 | Found payload actions:

06/27/19 15:22:23:382 | [INFO] | | OOBE | DE | | | | 9016 | Deciding what installer mode to use...

06/27/19 15:22:23:383 | [INFO] | | OOBE | DE | | | | 9016 | BEGIN Setting requested payload actions

06/27/19 15:22:23:383 | [INFO] | | OOBE | DE | | | | 9016 | Value returned on lookup of payload: Adobe Acrobat DC 19.10.20091.0 Adobe Acrobat\Setup.exe_19.010.20091 is: false

06/27/19 15:22:23:383 | [INFO] | | OOBE | DE | | | | 9016 | Action string for Adobe Acrobat DC 19.10.20091.0 Adobe Acrobat\Setup.exe_19.010.20091 is install

06/27/19 15:22:23:383 | [INFO] | | OOBE | DE | | | | 9016 | END Setting requested payload actions

06/27/19 15:22:23:500 | [INFO] | | OOBE | DE | | | | 9016 | Collected advanced path check information for INSTALLDIR

06/27/19 15:22:23:500 | [INFO] | | OOBE | DE | | | | 9016 | INSTALLDIR is a well-formed path

06/27/19 15:22:23:500 | [INFO] | | OOBE | DE | | | | 9016 | INSTALLDIR is not the root path

06/27/19 15:22:23:500 | [INFO] | | OOBE | DE | | | | 9016 | INSTALLDIR is on a local volume

06/27/19 15:22:23:500 | [INFO] | | OOBE | DE | | | | 9016 | INSTALLDIR is on a writable volume

06/27/19 15:22:23:500 | [INFO] | | OOBE | DE | | | | 9016 | INSTALLDIR is not on a case sensitive volume

06/27/19 15:22:23:500 | [INFO] | | OOBE | DE | | | | 9016 | INSTALLDIR passed path basic path validation: C:\Program Files (x86)\Adobe

06/27/19 15:22:27:375 | [INFO] | | OOBE | DE | | | | 9016 | Call PreSession Custom Hook

06/27/19 15:22:27:375 | [INFO] | | OOBE | DE | | | | 9016 | BEGIN InstallOperationsQueue Unordered operations

06/27/19 15:22:27:375 | [INFO] | | OOBE | DE | | | | 9016 | Adobe Acrobat DC 19.10.20091.0 Adobe Acrobat\Setup.exe_19.010.20091: with operation install

06/27/19 15:22:27:375 | [INFO] | | OOBE | DE | | | | 9016 | END InstallOperationsQueue Unordered operations

06/27/19 15:22:27:375 | [INFO] | | OOBE | DE | | | | 9016 | BEGIN InstallOperationsQueue Ordered operations

06/27/19 15:22:27:375 | [INFO] | | OOBE | DE | | | | 9016 | Adobe Acrobat DC 19.10.20091.0 Adobe Acrobat\Setup.exe_19.010.20091: with operation install

06/27/19 15:22:27:375 | [INFO] | | OOBE | DE | | | | 9016 | END InstallOperationsQueue Ordered operations

06/27/19 15:22:31:076 | [INFO] | | OOBE | DE | | | | 9016 | Calling the custom action code for pre-install for payload Adobe Acrobat DC 19.10.20091.0 Adobe Acrobat\Setup.exe_19.010.20091

06/27/19 15:22:31:077 | [INFO] | | OOBE | DE | | | | 9016 | ::START TIMER:: [Payload Operation :Adobe Acrobat\Setup.exe_19.010.20091]

06/27/19 15:22:31:077 | [INFO] | | OOBE | DE | | | | 10272 | *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

06/27/19 15:22:31:077 | [INFO] | | OOBE | DE | | | | 10272 | Installer Operation: InstallThirdPartyPayloadOperation

06/27/19 15:22:31:077 | [INFO] | | OOBE | DE | | | | 10272 | *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

06/27/19 15:22:31:077 | [INFO] | | OOBE | DE | | | | 10272 | Installing third party payload

06/27/19 15:22:31:077 | [INFO] | | OOBE | DE | | | | 10272 | Third party application path:C:\Temp\Setup\APRO19.0\Adobe Acrobat\Setup.exe

06/27/19 15:22:31:077 | [INFO] | | OOBE | DE | | | | 10272 | CommandLine: /sALL /sPP /re /sMutexTimeout "20" /sl "en_GB" /msi INSTALLDIR="C:\Program Files (x86)\Adobe\Acrobat DC" EULA_ACCEPT="YES" SUITEMODE=1 OWNERSHIP_STATE=1 LANG_LIST="en_GB" AS_DISABLE_LEGACY_COLOR=1 IGNOREAAM=1 REMOVE_PREVIOUS=NO

06/27/19 15:22:35:348 | [INFO] | | OOBE | DE | | | | 10272 | Third party payload completed. Testing return code: 1624

06/27/19 15:22:35:349 | [ERROR] | | OOBE | DE | | | | 10272 | DW071:

06/27/19 15:22:35:350 | [ERROR] | | OOBE | DE | | | | 10272 | DW003: Third party payload installer Adobe Acrobat\Setup.exe failed with exit code: 1624

06/27/19 15:22:35:416 | [INFO] | | OOBE | DE | | | | 9016 | *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=* Operation complete. Setting status: 2 =*=*=*=*=*=*=*=*=*=*=*=*=*

06/27/19 15:22:35:416 | [INFO] | | OOBE | DE | | | | 9016 | :: END TIMER :: [Payload Operation :Adobe Acrobat\Setup.exe_19.010.20091] took 4339.91 milliseconds (4.33991 seconds) DTR = 63.5958 KBPS (0.0621053 MBPS)

06/27/19 15:22:35:416 | [INFO] | | OOBE | DE | | | | 9016 | Calling the ROLLBACK custom action code for pre-install for payload Adobe Acrobat DC 19.10.20091.0 Adobe Acrobat\Setup.exe_19.010.20091

06/27/19 15:22:35:417 | [INFO] | | OOBE | DE | | | | 9016 | No operation. We're done:

06/27/19 15:22:37:419 | [INFO] | | OOBE | DE | | | | 9016 | Total components installed: 0

06/27/19 15:22:37:419 | [INFO] | | OOBE | DE | | | | 9016 | Total components repaired: 0

06/27/19 15:22:37:419 | [INFO] | | OOBE | DE | | | | 9016 | Total components removed: 0

06/27/19 15:22:37:419 | [WARN] | | OOBE | DE | | | | 9016 | DW050: The following payload errors were found during install:

06/27/19 15:22:37:419 | [WARN] | | OOBE | DE | | | | 9016 | DW050: - Adobe Acrobat DC: Install failed

06/27/19 15:22:37:420 | [INFO] | | OOBE | DE | | | | 9016 | Call PostSession Custom Hook

06/27/19 15:22:37:421 | [INFO] | | OOBE | DE | | | | 9016 | :: END TIMER :: [Total Timer] took 14059.2 milliseconds (14.0592 seconds) DTR = 6.54374 KBPS (0.00639037 MBPS)

06/27/19 15:22:38:423 | [INFO] | | OOBE | DE | | | | 9016 | -------------------------------------- Summary --------------------------------------

06/27/19 15:22:38:423 | [INFO] | | OOBE | DE | | | | 9016 | - 0 fatal error(s), 2 error(s)

06/27/19 15:22:38:423 | [INFO] | | OOBE | DE | | | | 9016 | Win OS version: 10.0.0.0 64 bit Type: 1

06/27/19 15:22:38:423 | [INFO] | | OOBE | DE | | | | 9016 |

06/27/19 15:22:38:423 | [INFO] | | OOBE | DE | | | | 9016 | ----------- Payload: Adobe Acrobat DC 19.10.20091.0 Adobe Acrobat\Setup.exe_19.010.20091 -----------

06/27/19 15:22:38:423 | [INFO] | | OOBE | DE | | | | 9016 | ERROR: DW071:

06/27/19 15:22:38:423 | [INFO] | | OOBE | DE | | | | 9016 | ERROR: DW003: Third party payload installer Adobe Acrobat\Setup.exe failed with exit code: 1624

06/27/19 15:22:38:423 | [INFO] | | OOBE | DE | | | | 9016 |

06/27/19 15:22:38:423 | [INFO] | | OOBE | DE | | | | 9016 | Please search the above error string(s) to find when the error occurred.

06/27/19 15:22:38:423 | [INFO] | | OOBE | DE | | | | 9016 | These errors resulted in installer Exit Code mentioned below.

06/27/19 15:22:38:423 | [INFO] | | OOBE | DE | | | | 9016 | -------------------------------------------------------------------------------------

06/27/19 15:22:38:423 | [INFO] | | OOBE | DE | | | | 9016 |

06/27/19 15:22:38:423 | [INFO] | | OOBE | DE | | | | 9016 | Exit Code: 7 - Unable to complete Silent workflow.

06/27/19 15:22:38:424 | [INFO] | | OOBE | DE | | | | 9016 | Please see specific errors for troubleshooting. For example, ERROR: DW003, DW071 ...

06/27/19 15:22:38:424 | [INFO] | | OOBE | DE | | | | 9016 | *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

06/27/19 15:22:38:424 | [INFO] | | OOBE | DE | | | | 9016 | END - Installer Session

06/27/19 15:22:38:424 | [INFO] | | OOBE | DE | | | | 9016 | *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

I've tried removing all registry keys and leftover files via:

Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Use the Creative Cloud Cleaner Tool to solve installation problems

I also tried manually scanning through the registry and removing almost anything acrobat related.

And some other pages, on the adobe forums. But the exit codes dont match with what we're getting.

Does anyone have some suggestions?

Thanks in advance,

D. Bruin

Report · Jul 17, 2019

[moved from Installing, Updating, & Subscribing to Acrobat to Enterprise Deployment (Acrobat and Reader)]

Report · Jul 17, 2019

Implement the registry for the MSI installer verbose logging. It may give you a better idea if the error is in the MSI install.

https://support.microsoft.com/en-us/help/223300/how-to-enable-windows-installer-logging

If it's in the CC installer though go through this KB:

Error exit code 6, exit code 7 installing Adobe Creative Cloud

Report · Jul 18, 2019

Hi Steve,

Thanks for the suggestion!

It didnt exactly require the verbose logging though. My colleague went to enable the verbose logging, and apparantly there were registry keys in the registry

"

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\Installer:

"AlwaysInstallElevated"=dword:00000001

"AllowLockDownBrowse"=dword:00000001

"AllowLockDownMedia"=dword:00000001

"AllowLockDownPatch"=dword:00000001

"EnableAdminTSRemote"=dword:00000001

"EnableUserControl"=dword:00000001

"TransformsSecure"=dword:00000001

"

These values weren't even supposed to be there, probably some old policy/leftover from the old software distribution. After cleaning the installer registry key we were able to install the software.

Thanks again!

Best regards,

D. Bruin