- Joined
- Jan 17, 2011
- Messages
- 208
My Adobe acrobat reader mysteriously stopped working one day several months back. I've been rather busy, dealing with other computer issues, and am now finally was able to address this, but alas, it seems it won't be a fast fix.
I have read that it was best to uninstall a previous reader before installing the new one.
Went to uninstall, but it's no where to be found!
Then on this forum I read some acrobat reader threads, and some said version 10 would actually uninstall previous version when installing new one. So problem solved, so I thought.
I went to download acrobat reader: http://get.adobe.com/reader/
The installer did it's thing....got green checkmark at the end, and then the message in the screen shot popped up.
I researched the error message online and found this page of info:
http://helpx.adobe.com/creative-suite/kb/error-1401-1402-1404-or-1.html
It's all greek to me! I don't understand how to fix this issue, and it's to the point where I do now need to access .pdf files. Any ideas?
*I have Windows Vista OS.
I have read that it was best to uninstall a previous reader before installing the new one.
Went to uninstall, but it's no where to be found!
Then on this forum I read some acrobat reader threads, and some said version 10 would actually uninstall previous version when installing new one. So problem solved, so I thought.
I went to download acrobat reader: http://get.adobe.com/reader/
The installer did it's thing....got green checkmark at the end, and then the message in the screen shot popped up.
I researched the error message online and found this page of info:
http://helpx.adobe.com/creative-suite/kb/error-1401-1402-1404-or-1.html
It's all greek to me! I don't understand how to fix this issue, and it's to the point where I do now need to access .pdf files. Any ideas?
*I have Windows Vista OS.
Please also refer to the sections pertaining to specific deployment methods.
For more Macintosh specific information, see Macintosh troubleshooting
Windows issues¶
Why do I get a Setup.ini not found error?
If you get a Setup.ini not found error, create an empty setup.ini file in the AIP’s root. If you are using the Wizard, make sure you’ve extracted the EXE prior to starting any configuration.
This error is related to the Windows registry and indicates that the system can’t write required values during the installation process because of insufficient access level. Usually, it says Error 1406. Could not write value to key or Error 1406. Setup cannot write the value to registry key.
Why am I not getting the right language in the installed product, the logs, or some other feature?
- I've tried all the suggestions provided by Adobe at that URL but non work. Thanks for your suggestion though. I've decided to wipe the disc and do a dual boot of Windows 7 and Ubuntu.
- I tried the large update that takes Acrobat from 9.2 to 9.5.5 and also tried the individual updates. Any ideas on what I can try? I am running the latest Windows 10 Pro version on a Dell Optiplex 9010 PC.
When you are using a transform file, select the language as follows:
What are some common Windows cmd line syntax errors?
- All mst files should be separated by semicolon (;).
- The entire mst string along with separators must be enclosed in ” “.
For example:
- Correct:
'<mst1>;<mst2>'
- Incorrect:
'<mst1>';'<mst2>'
Why am I getting a “Cannot use this product under a guest account” error?
Acrobat with a volume license will not run for users under a guest account. This error will appear if a local user account is in an administrator group as well as a guest group. Removing the user account from guest group usually resolves this issue. Verify any group policies applied to the user’s profile are not in the “guest” category.
Why does my patch or update result in the product being reverted to an earlier version?
All browsers must be closed. If they are not, it is possible that the updates will fail and the application version will be reverted to an earlier one. For more information, see this thread: http://forums.adobe.com/message/2902858#2902858.
Why does my install fail with a fatal error?
If the application event log generates errors similar to those below every time the PC is started and the installation is started over, verify the license key is correct.
Why doesn’t my install respect the “silent install” settings I specified with the Wizard?
If your command line is something like:
… then you are not using Setup.ini your workflow. The Wizard rewrites Setup.ini when you specify a silent install to include this option. The silent install switch is not saved in the MST. Either run Setup.ini or change your command line to:
Error 16 appears during GPO deployments
This error occurs because one of the product’s subdirectories under Program Files does not have the correct group permissions. To fix the problem, modify your GPO policy so that the Everyone group has write permissions on the “Adobe PCDcache” folder.
I modified the installer tables directly, and now my install fails. Why?
Using the Wizard’s Direct Editor does not modify the original MSI. The Wizard operates on temporary copy which is later used to create MST.
Why do I see a “The upgrade cannot be installed by the windows installer service” error?
Error: “The upgrade cannot be installed by the windows installer service because the program to be upgraded may be missing, or the upgrade may update a different version of the program. Verify that the program to be upgraded exists on your computer and that you have the correct upgrade.”
Mcafee Error 1406
If you see this error in the log file, you may be updating the product in an unsupported order. For example, 10.x installers are cumulative. You cannot install 10.1.1 over 10.1. 10.1.1 should be installed over 10.0.
Setup has detected that you already have a more functional product installed. Setup will now terminate.
This error appears for various reasons:
- A lesser product is being installed over a more functional product; e.g. Acrobat Standard over Acrobat Pro or 10.1.1 over 10.1.2.
- An AIP deployment is attempting to use an unsupported install order.
- The uninstall of previous versions and products you did in order to avoid this issue was not clean. In this case, try Microsoft’s cleanup tool or Acrobat’s tool on LABs.
Error: Cannot use this product under a guest account
Guest accounts are not officially supported either by Acrobat or CS products, though workarounds have been reported in the forums.
Why do I get a serial number-LANG_LIST error?
When language values which the serial number does not support are provided as arguments to LANG_LIST, this error appears: “LANG_LIST contains values which does not match the serial number.”
Why do I get a Visual C++ 2010 SP1 (x64) runtime error during install?
Visual C++ 2010 SP1 (x64) is required on 64-bit machines during Acrobat installs. For details, refer to the IGNOREVC10RT Adobe Properties documentation.
Why do I see Error: 213:11 during install or first launch?
First launch requires write access to a temp file in
C:ProgramDataAdobeSLStore
. For more information, see the Acrobat help.Why does my 10.1.5 and later install invoke the UAC dialog?
This is not a common scenario in enterprise settings since admins typically disable UAC or deploy via methods that provide elevated privileges. 10.1.5 and later requires such methods. When UAC is not disabled, the dialog will always appear on Windows 7/Vista machines.
Why does my new Acrobat installation on WTS result in a crash?
Some users have experienced issues where Sophos Anti Virus software conflicts with Acrobat’s licensing components (e.g. PDApp.exe). If you are experiencing problems, try uninstalling Sophos.
What is the error “EmiOrientation: Verified that it is NOT a volume binary?”
The installer is expecting a volume installer but thinks you are using a retail installer. Possible reasons include:
- You are using the wrong installer and may be entering a volume serial key in a retail binary. 9.x products have separate installers for Retail and Volume.
- A volume serial number requires that it be used with a volume installer with its signature intact. For example, if you change the installer tables in the MSI via Orca, Admin Studio, or some other tool, the installer logic will mark that MSI as RETAIL build instead of volume build. It is unlikely (but possible) that the MSI’s digital signature was lost for some reason or that
CryptQueryObject
failed because the Crypto library on the system is missing or not functioning. - Verify you are updating in the required order. If using an AIP, throw away your old AIP and start over since you cannot slipstream updates in most cases. For 9.x products, slipstreaming the patches into a volume license version changes it into a retail copy and the volume license is no longer valid. See http://forums.adobe.com/message/2602438#2602438 for other reports of the same issue.
MSI errors (Windows)¶
Error 1327 - Invalid Drive [drive letter here]
See the Acrobat Help
It might also be worthwhile to check these registry values:
- HKEY_CURRENT_USERSoftwareMicrosoftWindowsCurrentVersionExplorerUser Shell Folders
- HKEY_LOCAL_MACHINESoftwareMicrosoftWindowsCurrentVersionExplorerUser Shell Folders
Errors 1402 and 1406
- See https://helpx.adobe.com/acrobat/kb/error-1402-error-1406-acrobat.html.
- In some cases, it may be necessary to download a Security Update for Windows 7 for x64-based Systems (KB3072630) from Official Microsoft Download Center.
Error 1603 and installation or upgrade failures
1603 is an MSI error code that can be thrown as the result of a file conflict or permissions issue. This error also may appear if a previous uninstall was incomplete. If you see this error, try:
- The suggestions on the Microsoft support site.
- Using
IGNOREAAM=1
in a command line installation. - Using the Cleaner tool to completely remove Acrobat, and then reinstall.
Error 1730, Broken-missing icons, and other issues appear after a GPO deployment
If you are attempting a per-user install, change the install to per-machine. Per-user installs are not supported.
Error 1935. An error occurred during the installation of assembly
See the Acrobat Help
Error 2203: Database: C:<productName>.msi cannot open Database file
AIPs should not be created on the drive root. Use TARGETDIR on the command line or the UI to specify another location.
Sharepoint¶
Why can’t I check out a file directly from SharePoint but can when I open a document library with IE?
Microsoft has confirmed a bug in the March 2013 update. There are other workarounds. To track this issue, see http://forums.adobe.com/message/6106294#6106294.
Generating a crash dump file¶
If you are experiencing application crashes, it may be useful to create a dump file. To do so:
- Install WinDbg from http://www.microsoft.com/whdc/devtools/debugging/installx86.mspx.
- Launch WinDbg via the shortcut.
- Choose File > Open Executable.
- Select the program exe. For example, choose Acrobat.exe from
C:ProgramFilesAdobeAcrobat10.0AcrobatAcrobat.exe
. - Choose OK.
- Press g and Enter when you encounter the first breakpoint. You should see the text Debugger is running, and the application should launch.
- Open the file that produces the crash.
- After you successfully reproduce the crash scenario, enter the following in the WinDbg terminal:
.dump/mac:temp.dmp
. - Choose Enter.
These steps produce the crash dump at
C:temp.dmp
. Use this file for troubleshooting or provide it to your support contact. Support may also need the PDF file that cause the crash.Installation FAQs¶
For FAQs about a particular deployment method, refer to the documentation for that method.
Why does my installation of one product over another fail with a file-related error?
Error 1406 Acrobat File
When installing a product of one type over another type, always uninstall the other product first. For example, when installing Acrobat Pro Extended on machines where Acrobat Standard is already installed, it is a best practice to uninstall the existing product first. You should not rely on MSI parameters such as
REINSTALLMODE=amus
(where “a” forces all files to be reinstalled), as this may result in a mixture of product files on the target machines.How do I install a standalone instance of Adobe Acrobat X when I only have a Creative Suite 6 license?
See Installing Adobe Acrobat X Pro Standalone from CS6 Media using AAMEE 3.1.
Why am I getting a license prompt when Acrobat is installed from a licensed image?
Admins who configure machines that have been purchased from vendors with Acrobat preinstalled may not be able to use a single image across multiple machines. This is true when vendors provide machines with unique retail activation serial numbers rather than a single volume licensing serial number
For example, in the past the Dell factory preinstalled Acrobat Standard with a volume licensing serial number. Dell is now providing Acrobat XI Standard via their cloud distribution method (Dell Digital Delivery) retail activation serial numbers. These machines cannot be used to create an image that can be used on other machines.
For related information, see http://forums.adobe.com/message/5460079.
Why do users see an alert about Flash Player?
The product’s integration with Flash has been evolving across releases. While the product used to ship with Flash, the full Flash player was removed to improve security and reduce the number of product updates. The latest releases ship with no version of Flash, and instead rely on the player already resident on user machines to display Flash content, PDF Portfolios, and the right-hand Tools Panes.
This new strategy allows administrators to manage Flash Player updates independently of Acrobat product updates. Note that the Flash Active X component is not enough to display this content and a full Flash player must be installed. All Flash-related dependencies will likely be removed in the future. IT admins should download an installer suitable for distibution across their organization by starting here: http://www.adobe.com/products/players/flash-player-distribution.html
Why do I see a dialog which asks if I want to “replace or overwrite the existing file Adobe PDF.dll”?
10.1 and later only (not 11.x): This dialog appears after an incomplete uninstall where AdobePDF.dll is not removed from C:WindowsSystem32. Suppressing the dialog via MSI properties is not possible.
This is a known bug which may occur after EN_US is uninstalled and EFG was originally installed with CS 5.5. There are other known permutations, but the bug is most likely to manifest after an update to 10.1.
Error 1406 Acrobat Error
Can I mix and match installs with serial numbers and named users?
Yes. On both Macintosh and Windows.
Will Acrobat eliminate serial numbers at the same time as Creative Cloud (Dec. 8, 2016)?
No.
Where can I get legacy product installers for Acrobat?
See https://helpx.adobe.com/acrobat/kb/acrobat-downloads.html
Acrobat Process Monitor¶
The AcroMonitor Tool on LABs helps you troubleshoot problems such as crashes, error dialogs, and non-working features that occur when Acrobat and Reader is running. It collects information about running processes, your system environment, and other log details, and allows you to collect:
- Process dump
- Process monitor Log
- Registry dump
- List of installed applications
Once the data is automatically collected and stored on your computer, you can examine it yourself or send it to someone for further analysis.
Collecting logs¶
The following sample scripts are provides as examples which may need modification by you. They are provided for informational purposes only.
Windows collector script¶
Note the following for Windows:
- Irrespective of the current drive, the batch file saves the file in where the batch file is located.
- Winzip needs to be installed at the default path (i.e Program Files).
Macintosh collector script¶
Note the following for Macintosh:
- The locally copied script needs execution authority.
List of log files¶
Log File | Purpose | Path of logs created on Win | Path of logs created on Mac |
---|---|---|---|
amt3.log (old location) | licensing | %temp% | /tmp |
amt3.log (new location) | licensing | %temp% | ~/Library/Logs |
PDApp.log | licensing | %temp% | /Users/<User_name>/Library/Logs |
oobelib.log | AAMEE and serial number | %temp% | /tmp |
oobelib.log (location updated) | %temp% | ~/Library/Logs | |
swtag.log | %temp% | /tmp | |
Installer Logs | Program FilesCommon filesAdobeInstallers | /Library/Logs/Adobe/Installers | |
Updater Logs | Documents and Settings<user>Local SettingsApplication DataAdobeAAMUpdater1.0 | ~/ Library/Application Support/Adobe/AAMUpdater/1.0/ | |
LBS.log | %temp%AdobeDownload | ~/ Library/Logs/AdobeDownload/ | |
DLM.log | %temp%AdobeDownload | ~/ Library/Logs/AdobeDownload/ | |
DLM_Native.log | %temp%AdobeDownload | ~/ Library/Logs/AdobeDownload/ | |
ACC.log | %temp% | ~/ Library/Logs/ | |
CoreSync.log | %appdata%AdobeCoreSync | ~/ Library/Application Support/Adobe/CoreSync/ | |
CERServiceManager_native.log | %appdata%AdobeCEPServiceManager4logs | ~/ Library/Application Support/Adobe/CEPServiceManager4/logs/ | |
NELog.log | %temp% | ~/ Library/Logs/ | |
Vulcan.log | %appdata%AdobeCEPServiceManager4logs | ~/ Library/Application Support/Adobe/CEPServiceManager4/logs/ | |
AdobeIPCBroker.log | %temp% | ~/ Library/Logs/ |
Miscellaneous¶
How do I stop the 11.x “End of Life” messages from appearing on application startup?
Set bShowMsgAtLaunch to 0 and thereby disable in-product messaging. For details, see the Preference Reference.
How do I block the sending of electronically signed documents via Adobe Sign at the firewall?
If you want to keep the Adobe Sign feature enabled but block sending of those documents via the service, block https://secure.echosign.com/.
To block other/all endpoints, see Endpoint configuration.
After a fresh Acrobat 11 install, why does double clicking a PDF not result in the PDF opening?
Even when registration is supressed and the EULA has been accepted, Acrobat needs to be open at least once before double clicking a PDF will directly open that PDF in Acrobat.
Why do I see two processes running?
- When protected mode or protected view are enabled, two AcroRd32.exe processes will run on the machine (one broker process and one sandbox process). This is a normal aspect of those security features.
- The Acrobat (or Reader) CEF process is a helper application for rendering HTML-based services views. Acrobat and Reader use CEF(Chromium Embedded framework) for rendering the HTML views. Like Chrome, all CEF-based applications are multiprocess, with one main process and a separate renderer process for each HTML view. Therefore, there might be more than two AcroCEF.exe depending on how many HTML views are visible.
Contacting support¶
If you need to contact Adobe Technical Support, please prepare answers to the following questions:
- Server software:
- Management tool software version (e.g. Citrix, SMS, WTS, etc):
- Operating system:
- Service Packs:
- Are the system requirements met?
- Client software:
- Operating system:
- Service Packs:
- Adobe product
- Are the system requirements met?
- Problem details:
- Type of problem:
- Error message (if any):
- Logged on as administrator or user?
- Problem persists as administrator?
- Can you reproduce the problem when you test the problem on the server?
Deployment details
If you are having deployment problems, also record the following:
- Base version
- Any patching/chaining?
- Using MSI or EXE?
- Using the Customization Wizard?
- Deployment method (AIP, GPO, SCCM, ARD?)
- Installing over other products?
- Did you attempt to install any third-party scripts or application programming interfaces (APIs) with Acrobat during deployment? If so, does the problem reside with these elements? (To find out, create a test package containing only Acrobat.)
- How did you create the package?
- Does the problem occur when you install the application from a DVD? If so, does the problem occur when you copy the contents of the DVD to a local or network drive?