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Problems installing Acrobat X as part of CS6 upgrade

New Here ,
Aug 07, 2012 Aug 07, 2012

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After upgrading to CS6 from CS5, my Acrobat Pro 9 stopped working - it would say that there is an error and shut down, each time I tried to open it.  I have already tried uninstalling and reinstalling both Acrobat 9 and the CS6 upgrade.  Latest reinstallation of the CS6, installed everything except Acrobat X, which comes with the package...

Any ideas?

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Adobe Employee ,
Aug 07, 2012 Aug 07, 2012

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What is the exact error message which you are receiving?  Is Acrobat 9 still installed?  Do you receive any error messages when trying to install Acrobat 10?  Finally what operating system are you using?

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New Here ,
Aug 07, 2012 Aug 07, 2012

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It says “Acrobat X could not be installed”, whilst am trying to install it through the CS6 upgrade DVD that I received through the post. I have tried both with Acrobat 9 installed and uninstalled on the machine.

Now, even when I have reinstalled Acrobat 9, Acrobat 9 shuts itself shortly after I open it, saying “Licensing for this product has stopped working: You cannot use this product at this time. You must repair the problem by uninstalling and then reinstalling this product or contacting your IT administrator or Adobe customer support for help.”

I am using Windows 7.

De : Jeff A Wright

Envoyé : mardi 7 août 2012 18:17

À : JFAAL101

Objet : Problems installing Acrobat X as part of CS6 upgrade

Re: Problems installing Acrobat X as part of CS6 upgrade

created by Jeff A Wright <http://forums.adobe.com/people/JeffAWright> in Downloading, Installing, Setting Up - View the full discussion <http://forums.adobe.com/message/4604817#4604817

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LEGEND ,
Aug 07, 2012 Aug 07, 2012

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Acrobat Cleaner Tool

Run it, try the install again.

Mylenium

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New Here ,
Aug 08, 2012 Aug 08, 2012

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Still not working. I continue to get the error message that “Certain elements of or these products are not able to be installed” (translated from French). In the following error log, it says (amongst other things) :

ERROR: Error 1310.Error writing to file: C:\Config.Msi\3a1e5a.rbf. Verify that you have access to that directory.

ERROR: Install MSI payload failed with error: 1603 - Erreur irrécupérable lors de l’installation.

MSI Error message: Error 1310.Error writing to file: C:\Config.Msi\3a1e5a.rbf. Verify that you have access to that directory.

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

ERROR: DW050: - Acrobat Professional: Install failed

When I was uninstalling previous versions of Acrobat and Reader, it had warned that it couldn’t access the file C:\Config.Msi\3a1e5a.rbf. I did try running the Acrobat Cleaner Tool as you recommended, twice, restarting each time but still no luck.

Any other suggestions?

De : Mylenium

Envoyé : mardi 7 août 2012 18:51

À : JFAAL101

Objet : Problems installing Acrobat X as part of CS6 upgrade

Re: Problems installing Acrobat X as part of CS6 upgrade

created by Mylenium <http://forums.adobe.com/people/Mylenium> in Downloading, Installing, Setting Up - View the full discussion <http://forums.adobe.com/message/4604957#4604957

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New Here ,
Aug 08, 2012 Aug 08, 2012

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I also tried installing as the Administrator, and there it flags up a warning when I select the Acrobat X for installing, saying that “ ‘Service Pack 2’ is recommended”... except Windows 7 only has up to ‘Service Pack 1’. Am I missing something?

De : Mylenium

Envoyé : mardi 7 août 2012 18:51

À : JFAAL101

Objet : Problems installing Acrobat X as part of CS6 upgrade

Re: Problems installing Acrobat X as part of CS6 upgrade

created by Mylenium <http://forums.adobe.com/people/Mylenium> in Downloading, Installing, Setting Up - View the full discussion <http://forums.adobe.com/message/4604957#4604957

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Adobe Employee ,
Aug 08, 2012 Aug 08, 2012

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Error 1310 are often permission based.  Please see Error "1310: Error writing to file: C:Config.Msi..." | CS4 products - http://helpx.adobe.com/creative-suite/kb/error-1310-error-writing-file.html for more information on how to resolve this error.

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New Here ,
Aug 09, 2012 Aug 09, 2012

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Still no luck – I think I have officially given up.

De : Jeff A Wright

Envoyé : mercredi 8 août 2012 20:15

À : JFAAL101

Objet : Problems installing Acrobat X as part of CS6 upgrade

Re: Problems installing Acrobat X as part of CS6 upgrade

created by Jeff A Wright <http://forums.adobe.com/people/JeffAWright> in Downloading, Installing, Setting Up - View the full discussion <http://forums.adobe.com/message/4607863#4607863

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Adobe Employee ,
Aug 09, 2012 Aug 09, 2012

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JFAAL101 if you are continuing to experience difficulties then I would recommend working directly with our support team.  For the best assistance, I recommend our chat support at http://adobe.ly/yxj0t6.  Our chat representatives can provide a personalized experience to resolve the issue you have described.

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