Hi,
I'd like to get the online/web installer log files from you to troubleshoot the error. Please do the following:
Enable Verbose logging for the online installer:
- Create an empty text file named ADM.trace inside your %temp% directory )C:\Users\<YourUserID>\AppData\Local\Temp\_. The file extension itself is .trace, not .txt or anything else.
- To create the empty text file, navigate to the %temp% directory, right-click in an empty area and select New > Text Document
- Rename the new file to ADM.trace
- make sure file extensions are visible so that the extension is .trace and not .txt. See Show or hide file name extensions if file name extensions are not displaying.
- Run the online installer again until it returns the error
- Obtain the Adobe_ADM.log and Adobe_GDE.log saved at C:\Users\<YourUserID>\AppData\Local\Temp\Adobe_ADMLogs
- Upload the files to cloud.acrobat.com/send using the instructions at How to share a document
- Post the link to the uploaded files in your reply
Are you using an anti-virus software, if so, which one?
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Maria