How can I uninstall and reinstall Adobe AIR so that AIR apps will find it?

Report · Apr 17, 2012

I installed Master Collection CS5.5 Trial, and I can run Photoshop and other apps, but Help, Content Viewer and Widget Browser won't run, they give an error message "This application requires a version of Adobe AIR which cannot be found."

Before I installed the trial, there was no AIR installed (Clean Windows install)... After the trial is installed, I note that AIR 2.5 has been installed - and yet I get the above message. I try uninstalling 2.5, get the same message. After restoring the previous image (which does not have AIR installed yet), I go to <www.adobe.com/go/getair> as instructed; it seems to download 3.2, it shows up that way in the program list, but still same messages and I cannot uninstall this version either (3.2, same message).

I followed the recommendation from here (and Microsoft) to use Mr. Fixit to uninstall, which appears to work successfully, and then reinstall from <www.adobe.com/go/getair>, which also appears to go successfully, but same erorrs as before.

I restored the backup image again (no AIR), and try to download the trial version online, I download the Download Assistant, it runs and downloads AIR 3.2 and apparently downloads it, and yet it STILL gets the same message as above, and it too cannot be uninstalled (same message when uninstall is tried)

I can't find any way to attach the log file, so /i will quote it inline here:

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[2012-04-17:03:45:55] Bootstrapper begin with version 2.5.0.16600 on Win x86

[2012-04-17:03:45:55] No installed runtime detected

[2012-04-17:03:45:55] Begin runtime download from http://airdownload.adobe.com/air/3/nai/windows5.1/x86/installer

[2012-04-17:03:46:08] Download success

[2012-04-17:03:46:08] Begin signature download from http://airdownload.adobe.com/air/3/nai/windows5.1/x86/installer.p7

[2012-04-17:03:46:12] Download success

[2012-04-17:03:46:12] Detached signature verified

[2012-04-17:03:46:12] Begin cert chain validation

[2012-04-17:03:46:12] Begin crl download from http://crl.adobe.com/prodSvce.crl

[2012-04-17:03:46:12] Download success

[2012-04-17:03:46:12] Begin crl download from http://crl.adobe.com/cds.crl

[2012-04-17:03:46:12] Download success

[2012-04-17:03:46:12] Begin crl download from ldap:///CN=CRL1, CN=Adobe Root CA, OU=Adobe Trust Services, O=Adobe Systems Incorporated, C=US?certificateRevocationList;binary,authorityRevocationList;binary,deltaRevocationList;binary

[2012-04-17:03:46:12] Download failure: could not retrieve crl crypt object

[2012-04-17:03:46:12] Cert chain validation succeeded

[2012-04-17:03:46:12] Launching subprocess with commandline "C:\DOCUME~1\Admin\LOCALS~1\Temp\AIRRuntimeInstaller.exe" -x1 "C:\DOCUME~1\Admin\LOCALS~1\Temp\AIRB.tmp\Adobe Download Assistant"

[2012-04-17:03:46:18] Runtime Installer begin with version 3.2.0.2070 on Windows XP x86

[2012-04-17:03:46:18] Commandline is: -x1 "C:\DOCUME~1\Admin\LOCALS~1\Temp\AIRB.tmp\Adobe Download Assistant"

[2012-04-17:03:46:18] No installed runtime detected

[2012-04-17:03:46:18] Invoking Application Installer for combined install

[2012-04-17:03:46:18] Launching subprocess with commandline C:\DOCUME~1\Admin\LOCALS~1\Temp\AIRD.tmp\Adobe AIR\Versions\1.0\Adobe AIR Application Installer -runtime C:\DOCUME~1\Admin\LOCALS~1\Temp\AIRD.tmp -withRuntime -url "C:\DOCUME~1\Admin\LOCALS~1\Temp\AIRB.tmp\Adobe Download Assistant"

[2012-04-17:03:46:19] Application Installer begin with version 3.2.0.2070 on Windows XP x86

[2012-04-17:03:46:19] Commandline is: -runtime C:\DOCUME~1\Admin\LOCALS~1\Temp\AIRD.tmp -withRuntime -url "C:\DOCUME~1\Admin\LOCALS~1\Temp\AIRB.tmp\Adobe Download Assistant"

[2012-04-17:03:46:19] No installed runtime detected

[2012-04-17:03:46:20] Validating app in folder C:\DOCUME~1\Admin\LOCALS~1\Temp\AIRB.tmp\Adobe Download Assistant

[2012-04-17:03:46:22] Application signature verified

[2012-04-17:03:46:22] Unpackaging/validation complete

[2012-04-17:03:47:36] Starting combined runtime and app install.

Installing runtime version 3.2.0.2070.

Installing app com.adobe.downloadassistant.AdobeDownloadAssistant version 1.0.6 to D:\downloads using the source file at C:\DOCUME~1\Admin\LOCALS~1\Temp\AIRB.tmp\Adobe Download Assistant

[2012-04-17:03:47:37] Installing msi at C:\DOCUME~1\Admin\LOCALS~1\Temp\AIRD.tmp\setup.msi with guid {47FA2C44-D148-4DBC-AF60-B91934AA4842}

[2012-04-17:03:47:40] Installing msi at C:\DOCUME~1\Admin\LOCALS~1\Temp\AIRB.tmp\Adobe Download Assistant\setup.msi with guid {969E11AA-8F3A-F162-1A5A-0965E216B6CE}

[2012-04-17:03:47:42] Launching subprocess with commandline D:\downloads\Adobe Download Assistant\Adobe Download Assistant.exe

[2012-04-17:03:47:42] Application Installer end with exit code 0

[2012-04-17:03:47:42] Subprocess app installer succeeded

[2012-04-17:03:47:43] Runtime Installer end with exit code 0

[2012-04-17:03:47:43] Subprocess Runtime Installer succeeded

[2012-04-17:03:47:43] Bootstrapper end with exit code 0

[2012-04-17:03:49:24] Runtime Installer begin with version 3.2.0.2070 on Windows XP x86

[2012-04-17:03:49:24] Commandline is:

[2012-04-17:03:49:24] No installed runtime detected

[2012-04-17:03:49:30] Starting runtime install. Installing runtime version 3.2.0.2070

[2012-04-17:03:49:30] Reinstalling c:\docume~1\admin\locals~1\temp\air1c.tmp\setup.msi

[2012-04-17:03:49:38] Got an unexpected fatal error while quitting: [ErrorEvent type="error" bubbles=false cancelable=false eventPhase=2 text="Unhandled exception TypeError: Error #1009" errorID=1009]

[2012-04-17:03:49:38] Runtime Installer end with exit code 5

[2012-04-17:03:51:31] Bootstrapper begin with version 2.5.0.16600 on Win x86

[2012-04-17:03:51:31] No installed runtime detected

[2012-04-17:03:51:31] Begin runtime download from http://airdownload.adobe.com/air/3/nai/windows5.1/x86/installer

[2012-04-17:03:51:43] Download success

[2012-04-17:03:51:43] Begin signature download from http://airdownload.adobe.com/air/3/nai/windows5.1/x86/installer.p7

[2012-04-17:03:51:46] Download success

[2012-04-17:03:51:47] Detached signature verified

[2012-04-17:03:51:47] Begin cert chain validation

[2012-04-17:03:51:47] Begin crl download from http://crl.adobe.com/prodSvce.crl

[2012-04-17:03:51:47] Download success

[2012-04-17:03:51:47] Begin crl download from http://crl.adobe.com/cds.crl

[2012-04-17:03:51:47] Download success

[2012-04-17:03:51:47] Begin crl download from ldap:///CN=CRL1, CN=Adobe Root CA, OU=Adobe Trust Services, O=Adobe Systems Incorporated, C=US?certificateRevocationList;binary,authorityRevocationList;binary,deltaRevocationList;binary

[2012-04-17:03:51:47] Download failure: could not retrieve crl crypt object

[2012-04-17:03:51:47] Cert chain validation succeeded

[2012-04-17:03:51:47] Launching subprocess with commandline "C:\DOCUME~1\Admin\LOCALS~1\Temp\AIRRuntimeInstaller.exe" -x1 "C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR2B.tmp\Adobe Download Assistant"

[2012-04-17:03:51:53] Runtime Installer begin with version 3.2.0.2070 on Windows XP x86

[2012-04-17:03:51:53] Commandline is: -x1 "C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR2B.tmp\Adobe Download Assistant"

[2012-04-17:03:51:53] No installed runtime detected

[2012-04-17:03:51:53] Invoking Application Installer for combined install

[2012-04-17:03:51:53] Launching subprocess with commandline C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR2D.tmp\Adobe AIR\Versions\1.0\Adobe AIR Application Installer -runtime C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR2D.tmp -withRuntime -url "C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR2B.tmp\Adobe Download Assistant"

[2012-04-17:03:51:53] Application Installer begin with version 3.2.0.2070 on Windows XP x86

[2012-04-17:03:51:53] Commandline is: -runtime C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR2D.tmp -withRuntime -url "C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR2B.tmp\Adobe Download Assistant"

[2012-04-17:03:51:53] No installed runtime detected

[2012-04-17:03:51:55] Validating app in folder C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR2B.tmp\Adobe Download Assistant

[2012-04-17:03:51:56] Application signature verified

[2012-04-17:03:51:56] Unpackaging/validation complete

[2012-04-17:03:52:19] Starting combined runtime install and app update.

Installing runtime version 3.2.0.2070.

Updating from com.adobe.downloadassistant.AdobeDownloadAssistant version 1.0.6 to com.adobe.downloadassistant.AdobeDownloadAssistant version 1.0.6 at D:\downloads using the source file at C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR2B.tmp\Adobe Download Assistant

[2012-04-17:03:52:19] Reinstalling C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR2D.tmp\setup.msi

[2012-04-17:03:52:22] Installing msi at C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR2B.tmp\Adobe Download Assistant\setup.msi with guid {969E11AA-8F3A-F162-1A5A-0965E216B6CE}

[2012-04-17:03:52:23] Launching subprocess with commandline D:\downloads\Adobe Download Assistant\Adobe Download Assistant.exe

[2012-04-17:03:52:23] Application Installer end with exit code 0

[2012-04-17:03:52:23] Subprocess app installer succeeded

[2012-04-17:03:52:23] Runtime Installer end with exit code 0

[2012-04-17:03:52:24] Subprocess Runtime Installer succeeded

[2012-04-17:03:52:24] Bootstrapper end with exit code 0

[2012-04-17:03:52:52] Bootstrapper begin with version 2.5.0.16600 on Win x86

[2012-04-17:03:52:52] No installed runtime detected

[2012-04-17:03:52:52] Begin runtime download from http://airdownload.adobe.com/air/3/nai/windows5.1/x86/installer

[2012-04-17:03:53:05] Download success

[2012-04-17:03:53:05] Begin signature download from http://airdownload.adobe.com/air/3/nai/windows5.1/x86/installer.p7

[2012-04-17:03:53:08] Download success

[2012-04-17:03:53:08] Detached signature verified

[2012-04-17:03:53:08] Begin cert chain validation

[2012-04-17:03:53:08] Begin crl download from http://crl.adobe.com/prodSvce.crl

[2012-04-17:03:53:08] Download success

[2012-04-17:03:53:08] Begin crl download from http://crl.adobe.com/cds.crl

[2012-04-17:03:53:08] Download success

[2012-04-17:03:53:08] Begin crl download from ldap:///CN=CRL1, CN=Adobe Root CA, OU=Adobe Trust Services, O=Adobe Systems Incorporated, C=US?certificateRevocationList;binary,authorityRevocationList;binary,deltaRevocationList;binary

[2012-04-17:03:53:08] Download failure: could not retrieve crl crypt object

[2012-04-17:03:53:08] Cert chain validation succeeded

[2012-04-17:03:53:08] Launching subprocess with commandline "C:\DOCUME~1\Admin\LOCALS~1\Temp\AIRRuntimeInstaller.exe" -x1 "C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR38.tmp\Adobe Download Assistant"

[2012-04-17:03:53:14] Runtime Installer begin with version 3.2.0.2070 on Windows XP x86

[2012-04-17:03:53:14] Commandline is: -x1 "C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR38.tmp\Adobe Download Assistant"

[2012-04-17:03:53:14] No installed runtime detected

[2012-04-17:03:53:14] Invoking Application Installer for combined install

[2012-04-17:03:53:14] Launching subprocess with commandline C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR3A.tmp\Adobe AIR\Versions\1.0\Adobe AIR Application Installer -runtime C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR3A.tmp -withRuntime -url "C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR38.tmp\Adobe Download Assistant"

[2012-04-17:03:53:15] Application Installer begin with version 3.2.0.2070 on Windows XP x86

[2012-04-17:03:53:15] Commandline is: -runtime C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR3A.tmp -withRuntime -url "C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR38.tmp\Adobe Download Assistant"

[2012-04-17:03:53:15] No installed runtime detected

[2012-04-17:03:53:16] Validating app in folder C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR38.tmp\Adobe Download Assistant

[2012-04-17:03:53:17] Application signature verified

[2012-04-17:03:53:17] Unpackaging/validation complete

[2012-04-17:03:53:35] Starting combined runtime install and app update.

Installing runtime version 3.2.0.2070.

Updating from com.adobe.downloadassistant.AdobeDownloadAssistant version 1.0.6 to com.adobe.downloadassistant.AdobeDownloadAssistant version 1.0.6 at D:\downloads using the source file at C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR38.tmp\Adobe Download Assistant

[2012-04-17:03:53:35] Reinstalling C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR3A.tmp\setup.msi

[2012-04-17:03:53:38] Installing msi at C:\DOCUME~1\Admin\LOCALS~1\Temp\AIR38.tmp\Adobe Download Assistant\setup.msi with guid {969E11AA-8F3A-F162-1A5A-0965E216B6CE}

[2012-04-17:03:53:38] Launching subprocess with commandline D:\downloads\Adobe Download Assistant\Adobe Download Assistant.exe

[2012-04-17:03:53:38] Application Installer end with exit code 0

[2012-04-17:03:53:39] Subprocess app installer succeeded

[2012-04-17:03:53:39] Runtime Installer end with exit code 0

[2012-04-17:03:53:39] Subprocess Runtime Installer succeeded

[2012-04-17:03:53:39] Bootstrapper end with exit code 0

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As an alternative I am re-downloading the MC 5.5 through direct link instead of the Download Assistant which does not work, but I expect it will have the same problems.

Thanks.

Report · Apr 17, 2012

Can you try the following for me.

Run the microsoft fix it and have it uninstall AIR

Delete the folder: C:\Program Files\Common Files\Adobe AIR (this might also be in Program Files(x86))

Delete the folder: C:\Users\username\AppData\Roaming\Adobe

Delete the folder: C:\Users\chris\AppData\Local\Adobe\AIR

Install AIR 3.2 by itself, from: http://airdownload.adobe.com/air/win/download/3.2/AdobeAIRInstaller.exe

Install Adobe Community Help from here: http://www.adobe.com/support/chc/air/350/AdobeHelp.air

Does the AdobeHelp.air file install if you double click it?