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

Apr 13, 2012 11:03 AM

Tags: #x #install #reader #uninstall

After installation of Adobe Reader 10.1.3 I received "An internal error occurred" every time that Adobe Reader was executed.  I uninstalled and reinstalled Reader X, to make sure the installation was clean, but encountered problems and am now in a situation where the installer thinks Reader X is already installed, but Adobe Reader X does not show up for program removal under Windows control panel.

 

Following instructions for similar forum posts, I also attempted to use the Microsoft repair utility from http://support.microsoft.com/mats/Program_Install_and_Uninstall, but Adobe Reader X is not detected either under Installed or Uninstalled programs.  This utility can also install/uninstall via product code, but I don't know what that is for Reader X.

 

So I am looking for help installing or installing Adobe Reader X.  Thanks.

 
Replies
  • Currently Being Moderated
    Apr 16, 2012 6:18 AM   in reply to mrktvalu

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

    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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  • Currently Being Moderated
    Apr 16, 2012 10:52 PM   in reply to LaneCx

    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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  • Currently Being Moderated
    Apr 17, 2012 10:45 AM   in reply to Ankit_Jain

    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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  • Currently Being Moderated
    Apr 17, 2012 5:53 PM   in reply to mrktvalu

    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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  • Currently Being Moderated
    Apr 17, 2012 10:24 PM   in reply to mrktvalu

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

    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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  • Currently Being Moderated
    Apr 18, 2012 6:01 AM   in reply to Ankit_Jain

    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:

    tmp.jpg

    Lane

     
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  • Currently Being Moderated
    Apr 18, 2012 8:19 AM   in reply to LaneCx

    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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  • Currently Being Moderated
    Apr 18, 2012 9:59 AM   in reply to Ankit_Jain

    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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  • Currently Being Moderated
    Apr 18, 2012 12:15 PM   in reply to LaneCx

    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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  • Currently Being Moderated
    Apr 18, 2012 1:04 PM   in reply to Claudio González

    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:

     

    tmp.jpg

     
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