Installing Flash Player breaks PDF Portfolio

[dotjko]

We are running Windows 7 and Internet Explorer 11 on current patch versions. We also regularly push out the Flash player updates (NPAPI and ActiveX ) through SCCM.

This month, when we distributed 19.0.0.226, we had some users getting a popup from Acrobat indicating that Flash player was not installed. But both NPAPI and ActiveX show up in the Uninstall or change a program list.

When the prompts are followed and they reinstall NPAPI from the dialogs, the content is now displayed.

But we would like to prevent this in the future. Is there something we are doing wrong?

Thank you.

[_maria_]

Hi dotjko,

Flash Player installation shouldn't interfere with Acrobat.  I'll need some info from you to investigate further:

• Are other browsers, besides IE, installed on the systems?  If so, which browses (including version)?
• What version of Acrobat is installed?
• Is Acrobat Reader also installed?  If so, which version?
• Screenshot of the prompts to install Flash Player (see How to post a screenshot in the forum)

Thank you.

--

Maria

[dotjko]

Thanks for your quick reply.

• Are other browsers, besides IE, installed on the systems?  If so, which browses (including version)?
  • Mozilla Firefox 41.0.1 (x86 en-US)
• What version of Acrobat is installed?
  • Adobe Acrobat XI Pro 11.0.11
• Is Acrobat Reader also installed?  If so, which version?
  • no
• Screenshot of the prompts to install Flash Player
  • 

[_maria_]

Hi dotjko,

Thank you for the requested information.  I'll investigate and reply when I have more information.

--

Maria

[_maria_]

Hi dotjko,

I've not been able to reproduce the behaviour you describe using the following system config: Windows 7 Enterprise 64-bit w/SP1, Firefox 41.0.2, Acrobat 11.0.13, and Flash Player 19.0.0.207 and then upgrading to 19.0.0.226.  Firefox and Acrobat XI were new installs on this system resulting in newer versions (and updates) being installed than what you have on your systems.

I'd like to verify if Flash is being installed correctly.  Please do the following:

• Upgrade to the latest version as you normally do, using SCCM
• Attempt to view Flash content in the PDF Portfolio, based on the information provided, it should fail.
  • If the Acrobat pop-up to install Flash Player display, dismiss it
• Launch Firefox and navigate to https://helpx.adobe.com/flash-player.html
• Click the 'Check Now' button
• Take a screenshot of the results and post it in your reply

If the results widget indicates that Flash Player is not installed, please provide the FlashInstall.log file located at C:\Windows\System32\Macromed\Flash.  If this is a 64-bit OS, also provide the FlashInstall.log file saved at C:\Windows\SysWOW64\Macromed\Flash.  The files will most likely be fairly large, as such you can upload them to cloud.acrobat.com using the instructions in the How to share a document FAQ.

Thank you.

--

Maria

[dotjko]

Thanks. We did fix the problem by manually installing the NPAPI. So it is all up to date.

We're just wanting to know what went wrong with the push.

Here's the log.

Shared Files - Acrobat.com

You can see the NPAPI and the ActiveX installed by the SCCM push on 2015-10-22

And the manual NPAPI install on 2015-10-27

I tried comparing the 10-22 NPAPI log to the 10-27 log, but couldn't make enough sense of it.

Thanks.