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Presenter 9 installation error

New Here ,
Jul 05, 2013 Jul 05, 2013

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I tried to install Presenter 9 and got the error that a conflicting version exists. I have already done the following:

  1. Uninstalled Presenter 8 through control panel
  2. Restarted my computer
  3. Check my office version (64-bit)
  4. When installing, chose the 64-bit option
  5. Try to install and receive that error

Please assist!

Thank you!

kind regards

Zifang

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Jul 06, 2013 Jul 06, 2013

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Hi Zifang,

It's may be the case that Presenter is not uninstalled properly, please download the uninstaller from below link and, check whether some  Presenter files is still present in your system and then try to remove it.

http://www.adobe.com/support/contact/cscleanertool.html

Thanks,

Vikram

Adobe Presenter Engg. Team

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New Here ,
Jul 07, 2013 Jul 07, 2013

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Hi Vikram

Thank you for the quick reply. Other than Presenter 9, I also have other

Adobe products installed - Elearning Suite 6.1, and Captivate 7. Will using

the installer remove any of the other products? I opened the cleaner, and

there was no option to just clean up Presenter. Also, can you please advise

which option to choose for the cleaner? Thank you!

kind regards

Zifang

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Jul 07, 2013 Jul 07, 2013

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Hi Zifang,

Please follow the steps shown in the image :- http://s23.postimg.org/fswqlan23/Adobecleaner.jpg

Thanks,

Vikram

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New Here ,
Jul 07, 2013 Jul 07, 2013

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Hi Vikram - the option for the Adobe Presenter 9 is not there. I have also put a print screen of the error message below. presenter 9 help.png

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Jul 07, 2013 Jul 07, 2013

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Ok, It seems like Presenter is correctly uninstalled from your system.

Can you please try one more thing - rename this folder "C:\Users\Public\Documents\Adobe\Presenter Assets" to "PresenterAssets1"

And then try to install Presenter 9.

Can you please give me details (exact Version, 32/64 ) of the previous version of the Presenter installed in your system? 

Thanks,

Vikram

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New Here ,
Jul 08, 2013 Jul 08, 2013

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Folder renamed, installation still unsuccessful.

I'm not sure what the exact version my previous version of Presenter was. Is there some way I can check?

kind regards

Zifang

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Jul 09, 2013 Jul 09, 2013

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Hi Zifang,

We would like to discuss your issue further in a connect meeting.

Kindly suggest a time? You can choose any time between IST 9:30 to 18:30 [UTC 4:00 to UTC 13:00]

Please email the meeting details to vikrakum@adobe.com

Thanks,

Vikram

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New Here ,
Jul 09, 2013 Jul 09, 2013

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Hi Vikram

I'm located in Adelaide, Australia. I think UTC 4:00 to UTC 13:00 will work

for me. Please send through the connect details.

I look forward to getting this problem resolved.

kind regards

Zifang

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Jul 09, 2013 Jul 09, 2013

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Hi Zifang,

Before the meeting please also try these steps and send us the logs :-

  • Select ‘Presenter Assets’ option, and continue the installation,
  • Should fail,
  • Share the logs located at c:\Program Files (x86)\Common Files\Adobe\Installers\<latest timestamp with product name.log>

Along with the logs also mention the meeting time you would like to meet between the suggested timing. Please email me the both the logs and date and time details of the meeting, we will send back connect details.

Thanks,

Vikram

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New Here ,
Jul 14, 2013 Jul 14, 2013

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hi Vikram

I am unable to install 'Presenter Asset' - see scree shot:

The only log I see on there that is recent is this 'Adobe CSXS Infrastructure 4 Driver 4 07-01-2013.log' - is this what you want? Nothing on there about Presenter 9.

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Jul 14, 2013 Jul 14, 2013

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Hi Zifang,

Although, the warning clearly states that Assets needs to be uninstalled first,

in spite of that, are yout not able to select the "Adobe Presenter 9.0 (64 bit)" or "Adobe Presenter Assets"  checkbox and continue installation ?

Thanks,

Vikram

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New Here ,
Jul 16, 2013 Jul 16, 2013

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Hi Vikram.

I am not able to select the option. It's greyed out and I tried.

kind regards

Zifang

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Jul 16, 2013 Jul 16, 2013

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Hi Zifang,

It will be better, if we look at your system.

Can you attend connect meeting tomorrow [thursday] between IST 9:30 to 18:30 [UTC 4:00 to UTC 13:00]  ?

Please email the meeting details to vikrakum@adobe.com

Thanks,

Vikram

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New Here ,
Jul 26, 2013 Jul 26, 2013

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Hi Vikram

Thank you very much to you and your team to sorting this issue out!

cheers

Zifang

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New Here ,
Jul 07, 2014 Jul 07, 2014

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Hi all, I am trying to install Presenter 9 and having very similar issues. I tried using the cleanup tool noted about and had the same results as Zifang. Just curious to know what the final resolution was and how I should go about getting Presenter 9 installed on my machine. Let me know if there is another post I should look at or different steps to follow. Thanks!

Dan

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