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Can not upgrade to latest AdobeAir Insall

Guest
Mar 31, 2012 Mar 31, 2012

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I've done the 'add remove programs' on my computer - then when clicking the AdobeAIR remove - a pop up appears all these programs listed I use on a daily/weekly basis - I want to just delete and upgrade but all Im getting is this error message:-

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An error occurred while uninstalling Adobe AIR. Uninstallation may not be allowed by your administrator. Please contact your administrator.

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Ive tried uninstalling my current version of Adobe Air and then downloading the latest version again and reinstalling. bt how do i keep the programs I se and still haven the latest AdobeAir upgrade to over rite the older version?

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Adobe Employee ,
Apr 02, 2012 Apr 02, 2012

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I'm sorry you're running into upgrade issues with AIR.  Microsoft has just released a new utility that can help resolve installation problems.  Would you mind giving this a try and let us know how it works for you?  When running the Fix it, go through the uninstall process and try to remove Adobe AIR from your system.  Once finished, download the latest version of AIR and install again.

Microsoft Install and Uninstall Fix It

If you still encounter problems, we'll need to review the AIR installer log to better diagnose the issue.  Please post back with the log contents.  You can find instructions for finding these logs here:

AIR Installer Log Instructions

After completing these steps, you should have the latest version of AIR installed and your applications should still work.

Chris

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New Here ,
Apr 12, 2012 Apr 12, 2012

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Hi Chris,

I have exactly the same problem as 2dowel with Windows7 and Adobe Air (I'm trying to use BBC iPaler desktop). Microsoft install and uninstall Fix It utility did not work for me. I even went back to msicuu2.exe but Adobe Air does not show in installed programs list. I think I've changed the registry entry to enable verbose logging for the MSI but not sure where the log actully gets written to? Here is extract from AIR/Logs

[2012-04-12:11:39:31] Runtime Installer begin with version 3.2.0.2070 on Windows 7 x86

[2012-04-12:11:39:31] Commandline is:

[2012-04-12:11:39:31] Installed runtime (3.2.0.2070) located at c:\Program Files\Common Files\Adobe AIR

[2012-04-12:11:39:36] Launching subprocess with commandline c:\Program Files\Common Files\Adobe AIR\Versions\1.0\Resources\Adobe AIR Updater -installupdatecheck

[2012-04-12:11:39:36] Runtime Installer end with exit code 0

[2012-04-12:11:39:36] Runtime Installer begin with version 3.2.0.2070 on Windows 7 x86

[2012-04-12:11:39:36] Commandline is: -installupdatecheck

[2012-04-12:11:39:36] Installed runtime (3.2.0.2070) located at c:\Program Files\Common Files\Adobe AIR

[2012-04-12:11:39:38] Performing pingback request

[2012-04-12:11:39:42] Pingback request completed with HTTP status 200

[2012-04-12:11:39:42] Starting runtime background update check

[2012-04-12:11:39:42] Begin Background update download from http://airdownload.adobe.com/air/3/background/windows/x86/patch/3.2.0.2070/update

[2012-04-12:11:39:42] Unpackaging http://airdownload.adobe.com/air/3/background/windows/x86/patch/3.2.0.2070/update to C:\Users\Owner\AppData\Roaming\Adobe\AIR\Updater\Background

[2012-04-12:11:39:42] Runtime update not available

[2012-04-12:11:39:42] Unpackaging cancelled

[2012-04-12:11:39:42] Runtime Installer end with exit code 0

[2012-04-12:11:57:53] Runtime Installer begin with version 3.2.0.2070 on Windows 7 x86

[2012-04-12:11:57:53] Commandline is:

[2012-04-12:11:57:53] Installed runtime (3.2.0.2070) located at c:\Program Files\Common Files\Adobe AIR

[2012-04-12:11:57:59] Launching subprocess with commandline c:\Program Files\Common Files\Adobe AIR\Versions\1.0\Resources\Adobe AIR Updater -installupdatecheck

[2012-04-12:11:57:59] Runtime Installer end with exit code 0

[2012-04-12:11:57:59] Runtime Installer begin with version 3.2.0.2070 on Windows 7 x86

[2012-04-12:11:57:59] Commandline is: -installupdatecheck

[2012-04-12:11:57:59] Installed runtime (3.2.0.2070) located at c:\Program Files\Common Files\Adobe AIR

[2012-04-12:11:58:01] Performing pingback request

[2012-04-12:11:58:04] Pingback request completed with HTTP status 200

[2012-04-12:11:58:04] Starting runtime background update check

[2012-04-12:11:58:04] Begin Background update download from http://airdownload.adobe.com/air/3/background/windows/x86/patch/3.2.0.2070/update

[2012-04-12:11:58:04] Unpackaging http://airdownload.adobe.com/air/3/background/windows/x86/patch/3.2.0.2070/update to C:\Users\Owner\AppData\Roaming\Adobe\AIR\Updater\Background

[2012-04-12:11:58:04] Runtime update not available

[2012-04-12:11:58:04] Unpackaging cancelled

[2012-04-12:11:58:04] Runtime Installer end with exit code 0

[2012-04-12:12:00:14] Runtime Installer begin with version 3.2.0.2070 on Windows 7 x86

[2012-04-12:12:00:14] Commandline is: -uninstall

[2012-04-12:12:00:14] Installed runtime (3.2.0.2070) located at c:\Program Files\Common Files\Adobe AIR

[2012-04-12:12:00:14] Starting runtime uninstall. Uninstalling runtime version 3.2.0.2070

[2012-04-12:12:00:14] Exiting due to error: [ErrorEvent type="error" bubbles=false cancelable=false eventPhase=2 text="Unhandled exception ArgumentError: invalid GUID "null"" errorID=0]

[2012-04-12:12:00:14] Runtime Installer end with exit code 7

I'm sure there must be a registry hack that will fix this, I can understand why you might not post it here but if there is one and you could let me have it privtely I' be most grateful!

Glyn

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Adobe Employee ,
Apr 12, 2012 Apr 12, 2012

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Hi Glyn,

Just to be clear, you're not seeing Adobe AIR in your remove programs control panel, correct?  Usually the Microsoft Fix It repairs these types of problems, so it's unfortunate that you're still seeing this.  The MSI logs might give us more information, you can find these in

C:\Users\username\AppData\Local\Temp

I just type "%temp%" in a windows explorer address bar to get to this location.

Another thing you might want to try is to create a new, temporary, user account and try installing AIR from there.  Once installed, AIR should be available to all users on your system.

Chris

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New Here ,
Apr 13, 2012 Apr 13, 2012

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Hi Chris,

The only .log file in my C:\Users\username\AppData\Local\Temp folder is AdobeARM.log, latest entries in there follows:

Adobe ARM 1.5.7.0 logging started.

Command Line:

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

ProductName: Adobe Reader X (10.1.2)

ProductVersion: 10.1.2

ProductUACPatching: enabled

Admin User, IsElevated returns 1

Found preference AUTO_ALL.

No CRD to store

New file object: AdbeRdrUpd1013.msp

ArmUpdate record found.

Newer version ARM Update is not available.

No CRD to store

InstallProductMsp...

file - C:\ProgramData\Adobe\ARM\Reader_10.1.2\AdbeRdrUpd1013.msp

args -

Installation returned ERROR_SUCCESS

*** Product after installation ***

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

ProductName: Adobe Reader X (10.1.3)

ProductVersion: 10.1.3

ProductUACPatching: enabled

ARM returns ERROR_SUCCESS

Adobe ARM 1.5.7.0 logging finished.

I did find the following in C:\Users\username\AppData\Local\Adobe\AIR\logs\Install.log

Runtime Installer begin with version 3.2.0.2070 on Windows 7 x86

Commandline is: -arp:uninstall

Installed runtime (3.2.0.2070) located at c:\Program Files\Common Files\Adobe AIR

Relaunching with elevation

Launching subprocess with commandline c:\program files\common files\adobe air\versions\1.0\resources\adobe air updater.exe -eu

Runtime Installer begin with version 3.2.0.2070 on Windows 7 x86

Commandline is: -stdio
.\pipe\AIR_3748_0 -eu

Installed runtime (3.2.0.2070) located at c:\Program Files\Common Files\Adobe AIR

Starting runtime uninstall. Uninstalling runtime version 3.2.0.2070

Exiting due to error: [ErrorEvent type="error" bubbles=false cancelable=false eventPhase=2 text="Unhandled exception ArgumentError: invalid GUID "null"" errorID=0]

Exiting due to error: [ErrorEvent type="error" bubbles=false cancelable=false eventPhase=2 text="Unhandled exception ArgumentError: invalid GUID "null"" errorID=0]

Runtime Installer end with exit code 7

Adobe AIR does appear in “Uninstall or change a program”

Prompt in response to me taking uninstall option

Prompt in response to me taking uninstall option, I have Administrator rights

I will try and install AIR as a different user as you suggest .

Thank you for your help so far.

Glyn

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Adobe Employee ,
Apr 13, 2012 Apr 13, 2012

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Hi Glyn,

Would you be interested in doing a desktop sharing session with me so I could take a look at your computer?  Please feel free to email me at ccampbel@adobe.com.

Thanks,

Chris

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New Here ,
Apr 14, 2012 Apr 14, 2012

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Chris,

Yes would be happy for you to have look around. May not be until Wednesday 18th if it’s going to be 09:00-17:00 BST?

Glyn

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New Here ,
Apr 16, 2012 Apr 16, 2012

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Chris,

I happen to be around today if you’re free to have a look?

KR

Glyn

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