Adobe Community: Windows 7: Can't Install / Uninstall Adobe Reader 10.1.3

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1. Ankit_Jain,

Apr 16, 2012 6:18 AM in reply to mrktvalu

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Could you please let me know how exactly are you installing Reader 10.1.3 now, and what is the exact error message being displayed? If possible please post a ascreenshot of the error message as well.

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2. LaneCx,

Apr 16, 2012 11:51 AM in reply to Ankit_Jain

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Ankit,

I am experiencing the same problem. I was, however, able to uninstall completely and reinstall.

Installation was done from the acrobat.com web server, from the Downloads link. It was installed exactly as the onscreen instructions state.

The error: Acrobat doesn't launch from the desktop icon with the error, "An Internal Error Occurred". When the error is left on the screen, after several minutes a second error appears. It says, "Acrobat failed to connect to a DDE Server".

The environment is Windows 7 Enterprise x64. This is a new install and nothing but the OS, MS Office, MS Security Essentials and Java are installed. This is the only Adobe product installed.

The action I have taken so far is to completely uninstall (using MS Programs and Features) and to follow that up by manually removing all Acrobat folders from all Program Files, Program Data and the user AppData directories. A second identical installtion gave me the same results. After the second installation I deleted all the files in the Program Files (x86) folder and tried a repair. That also did not work. Same results. Task Manager shows two AcroRD32.exe* instances after attempting to start Reader.

Any help would be appreciated.

Addendum:

I installed the 9.5.0 Successfully and it works perfectly.

Thank you

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3. Ankit_Jain,

Apr 16, 2012 10:52 PM in reply to LaneCx

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Hi,

Thanks for the information. Regarding your error message please see if the following post is of any help:

http://forums.adobe.com/message/4130812

Also, check the informtion under the "Anti-virus software conflicts" section in the following page:

http://helpx.adobe.com/acrobat/kb/protected-mode-troubleshooting-reade r.html

Thanks

Ankit

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4. LaneCx,

Apr 17, 2012 10:45 AM in reply to Ankit_Jain

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Same here. None of that worked for me either. There is something wrong with the 10.x code. It's just bad software.

Lane

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5. mrktvalu,

Apr 17, 2012 11:06 AM in reply to Ankit_Jain

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Ankit_Jain,

When I try to run Adobe Reader X from the exe which was left on the system, I get this error dialog:

And when I try to uninstall I get this dialog:

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6. SteveDBIMe,

Apr 17, 2012 5:53 PM in reply to mrktvalu

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How weird.

I'm running Win7Ult, and due to a scroll-seize problem, I just got done uninstalling, downloading a fresh copy, and a new installation of 10.1.3 reader about 40 minutes ago. While my scroll-seize issues are not yet resolved, the uninstall, download, and new install went just fine. Before the new version came out last week I did a repair and that too went fine.

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7. Ankit_Jain,

Apr 17, 2012 10:24 PM in reply to mrktvalu

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mrktvalu,

Please try and manually remove the installation folder i.e. C:\Program Files\Adobe\Reader 10.0 and remove the installation via the MS tool using the product code as below:

{AC76BA86-7AD7-1033-7B44-AA1000000001}

Now, re-install Reader 10.1.3 from get.adobe.com/reader.

Do let me know what error is it that you are facing exactly during this process.

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8. Ankit_Jain,

Apr 17, 2012 10:27 PM in reply to LaneCx

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LaneCx,

Could you let me know the following:

1. The Antivirus software installed on your system.

2. If you are on a roaming profile.

3. Does the problem exist, even if you disable the Antirus software?

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9. LaneCx,

Apr 18, 2012 6:01 AM in reply to Ankit_Jain

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Ankit,

This is a new build directly from MS media. Nothing too unusual about it. The only thing that could be considered out of the ordinary is that the C:\users folder is a separate mounted drive. This should have absolutely no effect on the installation or the operation of the Reader software. I've installed earlier versions of Reader 10.x on configurations such as this with no issue before. This is the first time I've tried 10.1.3.

No roming profile.

The problem existed before any AV software was installed. I always install Java and Reader together at the same time. In this case I initially installed Java and Reader 10.1.3 on 4/12. That's when it failed. AV wasn't installed until 4/15. I'm on a secure network. I don't install AV until after everything else is installed exactly to avoid problems such as this.

Here's what's installed:

Lane

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10. Ankit_Jain,

Apr 18, 2012 8:19 AM in reply to LaneCx

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HI Lane,

Thanks a lot for the information.

Could you ensure that no existing process for AcroRd32.exe is running on your system initially. You can check the same via the Task Manager. In case there is a process running by that name, kill the same and try launching a new session for Reader 10.1.3.

Does tihs also result in the same behavior?

Also, could you specify the system RAM size? Does increasing the Virtual Memory size help.

Ankit

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11. mrktvalu,

Apr 18, 2012 8:20 AM in reply to Ankit_Jain

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Please be advised that manual uninstallation of the Adobe/Reader 10.0 folders is prevented by SYSTEM ownership of the following files and folders:

C:\Program Files (x86)\Adobe\Reader 10.0\Resource\CMap\Identity-H

C:\Program Files (x86)\Adobe\Reader 10.0\Resource\CMap\Identity-V

I went through and removed all of the other folders and files manually, but cannot delete files in the paths defined above. I would really like to get all traces of Reader X off my system, as I reverted back to Reader 9.5 at least temporarily.

Is there any particular reason you make your software so difficult to manage and use? I have wasted about 5 hours on this.

Thank you.

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12. LaneCx,

Apr 18, 2012 9:59 AM in reply to Ankit_Jain

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Ankit,

I have removed the 9.5 version and reinstalled the current one from the Adobe website. "Adobe Reader X (10.1.3) (51.95 MB)"

Rebotted. There are no acro*.* services running at all.

Same results. "An internal error occurred."

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13. Claudio González,

Apr 18, 2012 12:15 PM in reply to LaneCx

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Lane, mrk,

There is no harm in trying the the following:

Run this fix from Microsoft: http://support.microsoft.com/mats/Program_Install_and_Uninstall and uninstall all traces of any versions of Reader. If you want to reinstall Reader, download its full installer from http://get.adobe.com/reader/enterprise/

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14. LaneCx,

Apr 18, 2012 1:04 PM in reply to Claudio González

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Again, I have no problems installing or uninstalling Reader. The Microsoft "Fix-It" had no effect.

Reinstalling 10.1.3 successful. Once installed when I launch it, it does not work, See image:

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Windows 7: Can't Install / Uninstall Adobe Reader 10.1.3

Apr 13, 2012 11:03 AM

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