12 Replies Latest reply: Apr 22, 2013 4:00 PM by t33-guy RSS

    Why does installation of Acrobat XI Pro on Lion 10.7.5 fail?

    t33-guy Community Member

      I purchased a copy of Acrobat XI Pro for my Macintosh Pro tower with a quad core 3 GHz processor, 14 GB main memory, and 3 terabytes of disk (still oodles of room). I cannot get the installation to complete. It craps out just as it claims it is going into "Cleanup". I have contacted Adobe support and after an hour, they were unable to resolve the problem. Amongst other things we used Disc Utility to check and repair permissions.

       

      I have tried re-downloading a fresh copy of the relevant .dmg twice, and the last time (the third) I did the download on a freshly booted machine with no other applications running except "Activity Monitor" and "Finder". Each time a pop-up appears saying: "The installation failed. The installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance."

       

      After the most recent attempt (fresh boot, fresh Acrobat XI Pro copy, nothing else, running -- see above) I checked the console log (attached below). There appear to be a few oddities &/or errors (bolded). Does anyone know what might be the problem please?

       

      Many thanks.

       

      david

       

      4/13/13 6:00:38.294 PM Installer:  Adobe Acrobat XI Pro   Installation Log

      4/13/13 6:00:38.294 PM Installer: Opened from: /Volumes/Acrobat 11 1/Adobe Acrobat XI/Adobe Acrobat XI Pro Installer.pkg

      4/13/13 6:00:41.116 PM [0x0-0x24024].com.apple.installer: objc[279]: Class RegistrationPane is implemented in both /tmp/com.apple.installerQao0mIHB/Registration.bundle/Contents/MacOS/Registration and /tmp/com.apple.installer5fogw3Wk/Registration.bundle/Contents/MacOS/Registration. One of the two will be used. Which one is undefined.

      4/13/13 6:00:41.116 PM [0x0-0x24024].com.apple.installer: objc[279]: Class serialKeyFormatter is implemented in both /tmp/com.apple.installerQao0mIHB/Registration.bundle/Contents/MacOS/Registration and /tmp/com.apple.installer5fogw3Wk/Registration.bundle/Contents/MacOS/Registration. One of the two will be used. Which one is undefined.

      4/13/13 6:00:41.157 PM Installer: IFJS: *** exception: TypeError: 'null' is not an object (evaluating 'my.target.systemVersion.ProductVersion')

      4/13/13 6:00:56.501 PM Installer: Could not find the registration helper file at /tmp/com.apple.installerQao0mIHB/Registration.bundle/Contents/Resources/RegistrationHelpe r

      4/13/13 6:00:56.501 PM Installer: could not parse the file /tmp/com.apple.installerQao0mIHB/Registration.bundle/Contents/Resources/string.xml error occured is:(null)

      4/13/13 6:01:29.676 PM Installer: Validate Serial returns 1

      4/13/13 6:01:56.638 PM Installer: Validate Serial returns 1

      4/13/13 6:05:56.576 PM Installer: @(#)PROGRAM:Install  PROJECT:Install-690

      4/13/13 6:05:56.576 PM Installer: @(#)PROGRAM:Installer  PROJECT:Installer-537

      4/13/13 6:05:56.576 PM Installer: Hardware: MacPro3,1 @ 3.00 GHz (x 8), 14336 MB RAM

      4/13/13 6:05:56.577 PM Installer: Running OS Build: Mac OS X 10.7.5 (11G63)

      4/13/13 6:05:56.739 PM Installer:  Adobe Acrobat XI Pro   Installation Log

      4/13/13 6:05:56.739 PM Installer: Opened from: /Volumes/Acrobat 11 1/Adobe Acrobat XI/Adobe Acrobat XI Pro Installer.pkg

      4/13/13 6:06:05.644 PM Installer: IFJS: *** exception: TypeError: 'null' is not an object (evaluating 'my.target.systemVersion.ProductVersion')

      4/13/13 6:06:08.255 PM [0x0-0x41041].com.apple.installer: Could not load the dylib.

      4/13/13 6:06:08.255 PM [0x0-0x41041].com.apple.installer:

      4/13/13 6:06:36.067 PM Installer: Validate Serial returns 0

      4/13/13 6:06:36.228 PM Installer: InstallerStatusNotifications plugin loaded

      4/13/13 6:06:43.840 PM Installer: ================================================================================

      4/13/13 6:06:43.840 PM Installer: User picked Standard Install

      4/13/13 6:06:43.840 PM Installer: Choices selected for installation:

      4/13/13 6:06:43.841 PM Installer:     Upgrade: " Adobe Acrobat XI Pro "

      4/13/13 6:06:43.841 PM Installer:     Install: "Application" at path "//Applications/Adobe Acrobat XI Pro"

      4/13/13 6:06:43.841 PM Installer:     Install: "Browser Plug-In"

      4/13/13 6:06:43.841 PM Installer: ================================================================================

      4/13/13 6:06:43.965 PM Installer: Configuring volume "Untitled 1"

      4/13/13 6:06:43.979 PM Installer: Free space on "Untitled 1": 626.12 GB (626118959104 bytes).

      4/13/13 6:06:43.979 PM Installer: Create temporary directory "/var/folders/rl/ytlfg74c8xj4h70059b5d9980000gq/T//Install.46055SEtl"

      4/13/13 6:06:43.985 PM Installer: IFPKInstallElement (7 packages)

      4/13/13 6:06:44.337 PM authorizationhost: SFBuiltinEntitled: Installer.app is not entitled for system.install.apple-software

      4/13/13 6:06:44.364 PM authorizationhost: SFBuiltinEntitled: Installer.app is not entitled for system.install.app-store-software

      4/13/13 6:06:44.390 PM authorizationhost: SFBuiltinEntitled: Installer.app is not entitled for system.install.app-store-software

      4/13/13 6:06:44.391 PM com.apple.SecurityServer: Failed to authorize right 'system.install.app-store-software' by client '/System/Library/PrivateFrameworks/PackageKit.framework/Versions/A/Resources/installd' [472] for authorization created by '/System/Library/CoreServices/Installer.app' [460]

      4/13/13 6:06:44.394 PM installd: PackageKit: ----- Begin install -----

      4/13/13 6:07:15.679 PM sudo:     root : TTY=unknown ; PWD=/private/tmp/PKInstallSandbox.rOlc4r/Scripts/com.adobe.acrobat.11.viewer.preinstall.p kg.MUI.WJYSqA ; USER=drh ; COMMAND=/private/tmp/PKInstallSandbox.rOlc4r/Scripts/com.adobe.acrobat.11.viewer.preinsta ll.pkg.MUI.WJYSqA/Tools/AcroInstallAlert.app/Contents/MacOS/AcroInstallAlert TitleAcrobat CheckAppRunning 0

      4/13/13 6:07:16.715 PM sudo:     root : TTY=unknown ; PWD=/private/tmp/PKInstallSandbox.rOlc4r/Scripts/com.adobe.acrobat.11.viewer.preinstall.p kg.MUI.WJYSqA ; USER=drh ; COMMAND=/private/tmp/PKInstallSandbox.rOlc4r/Scripts/com.adobe.acrobat.11.viewer.preinsta ll.pkg.MUI.WJYSqA/Tools/AcroPreinstallTool.app/Contents/MacOS/AcroPreinstallTool 0

      4/13/13 6:07:18.277 PM mds: (Error) DiskStore: No block in wakeup

      4/13/13 6:07:18.277 PM mds: (Error) DiskStore: No block in wakeup

      4/13/13 6:07:19.135 PM installd: PackageKit: Install Failed: Error Domain=PKInstallErrorDomain Code=112 "An error occurred while running scripts from the package “Adobe Acrobat XI Pro Installer.pkg”." UserInfo=0x7fe4145f63e0 {NSFilePath=./preinstall, NSURL=file://localhost/Volumes/Acrobat%2011%201/Adobe%20Acrobat%20XI/Adobe%20Acrobat%20XI %20Pro%20Installer.pkg#AdobeApplicationManager.pkg, PKInstallPackageIdentifier=com.adobe.PDApp.AdobeApplicationManager.installer.pkg, NSLocalizedDescription=An error occurred while running scripts from the package “Adobe Acrobat XI Pro Installer.pkg”.} {

          NSFilePath = "./preinstall";

          NSLocalizedDescription = "An error occurred while running scripts from the package \U201cAdobe Acrobat XI Pro Installer.pkg\U201d.";

          NSURL = "file://localhost/Volumes/Acrobat%2011%201/Adobe%20Acrobat%20XI/Adobe%20Acrobat%20XI%20Pr o%20Installer.pkg#AdobeApplicationManager.pkg";

          PKInstallPackageIdentifier = "com.adobe.PDApp.AdobeApplicationManager.installer.pkg";

      }

      4/13/13 6:07:19.280 PM mds: (Error) DiskStore: No block in wakeup

      4/13/13 6:07:19.436 PM Installer: Install failed: The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance.

      4/13/13 6:07:19.619 PM Installer: IFDInstallController CA42F930 state = 7

      4/13/13 6:07:19.619 PM Installer: Displaying 'Install Failed' UI.

      4/13/13 6:07:19.623 PM Installer: 'Install Failed' UI displayed message:'The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance.'.

      4/13/13 6:07:19.623 PM Installer: The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance.

        • 1. Re: Why does installation of Acrobat XI Pro on Lion 10.7.5 fail?
          kglad MVP

          make sure you have no other acrobat pro or acrobat reader programs installed.  if you do, uninstall them.

           

          then run the cleaner (http://labs.adobe.com/downloads/acrobatcleaner.html), restart your computer and then install acrobat pro.

          • 2. Re: Why does installation of Acrobat XI Pro on Lion 10.7.5 fail?
            t33-guy Community Member

            Thank you to kglad.com for his/her contribution.

             

            Unfortunately the suggestion was not correct (didn't work) because I have Acrobat X installed as part of Creative Suite and it turns out that the Adobe cleaner for Acrobat only works for standalone Acrobat installations.

            • 3. Re: Why does installation of Acrobat XI Pro on Lion 10.7.5 fail?
              kglad MVP

              did you uninstall acrobat X??

              • 4. Re: Why does installation of Acrobat XI Pro on Lion 10.7.5 fail?
                t33-guy Community Member

                Yes, of course. But then, when I went to the website http://labs.adobe.com/downloads/acrobatcleaner.html the text t made it quite clear that it wasn't appropriate for cleaning up after an Acrobat installation that had been part of a CS<whatever> installation. It had to have been a standalone installation. In fact, this may be a clue as to why I am having problems.

                 

                I should add that although Acrobat X seems to have been uninstalled, I did get a log saying there was an error in the uninstallation process, which is also strange.


                 

                Forgot package 'com.adobe.acrobat.10.viewer.app.pkg.EFG' on '/'.

                 

                Forgot package 'com.adobe.acrobat.10.viewer.preinstall.pkg.EFG' on '/'.

                 

                Forgot package 'com.adobe.acrobat.10.viewer.appsupport.pkg.EFG' on '/'.

                 

                Forgot package 'com.adobe.acrobat.10.viewer.browser.pkg.EFG' on '/'.

                 

                Forgot package 'com.adobe.acrobat.10.viewer.print_automator.pkg.EFG' on '/'.

                 

                Forgot package 'com.adobe.acrobat.10.viewer.print_pdf_services.pkg.EFG' on '/'.

                 

                Forgot package 'com.adobe.acrobat.10.viewer.preferences.pkg.EFG' on '/'.

                 

                Forgot package 'com.adobe.acrobat.a10.AcrobatUpd1011' on '/'.

                 

                Forgot package 'com.adobe.acrobat.a10.AcrobatUpd1012' on '/'.

                 

                Forgot package 'com.adobe.acrobat.a10.AcrobatUpd1013' on '/'.

                 

                Forgot package 'com.adobe.acrobat.a10.AcrobatUpd1014' on '/'.

                 

                Forgot package 'com.adobe.acrobat.a10.AcrobatUpd1015' on '/'.

                 

                Forgot package 'com.adobe.acrobat.a10.AcrobatSecUpd1016' on '/'.

                 

                REMOVED: /Users/drh/Library/LaunchAgents/com.adobe.ARM.df0ab5bbe6f698196fcc21e3c1e66dcb758bd911f4d 637272d9d8109.plist.

                REMOVED: /Library/Application Support/Adobe/AdobeApplicationManager/AAMRefs/com.adobe.Acrobat_10.aamref.

                Uninstalling AdobeApplicationManager failed: PIM_USTATUS_IGNORE.

                ERROR: Could not query license information. Payload: {D7518A5C-A989-45D8-9557-AD4737EB5CB6}.

                INFO: Skip removing BrowserPlugin(s), as these are being used by another application.

                REMOVED: /Users/drh/Library/Preferences/Acrobat.

                REMOVED: /Users/drh/Library/Preferences/Acrobat Distiller Prefs.

                File not present: /Users/drh/Library/Preferences/com.adobe.acrobat.100.sh.plist.

                File not present: /Users/drh/Library/Preferences/com.adobe.print.AdobePDF10.

                REMOVED: /Users/drh/Library/Preferences/com.adobe.Acrobat.Pro_10.0.plist.

                REMOVED: /Users/drh/Library/Preferences/com.adobe.distiller.plist.

                REMOVED: /Users/drh/Library/Preferences/com.adobe.distiller10.plist.

                REMOVED: /Applications/Adobe Acrobat X Pro/Adobe Acrobat Pro.app.

                REMOVED: /Applications/Adobe Acrobat X Pro/Acrobat Distiller.app.

                File not present: /Applications/Adobe Acrobat X Pro/Acrobat X Uninstaller.

                REMOVED: /Library/Application Support/Adobe/Acrobat 10 AMT.

                REMOVED: /Library/Application Support/Adobe/HelpCfg/en_US/Acrobat_10.0_Professional.helpcfg.

                File not present: /Library/Application Support/Adobe/HelpCfg/zh_CN/Acrobat_10.0_Professional.helpcfg.

                File not present: /Library/Application Support/Adobe/HelpCfg/zh_TW/Acrobat_10.0_Professional.helpcfg.

                REMOVED: /Library/Application Support/Adobe/HelpCfg/de_DE/Acrobat_10.0_Professional.helpcfg.

                REMOVED: /Library/Application Support/Adobe/HelpCfg/fr_FR/Acrobat_10.0_Professional.helpcfg.

                File not present: /Library/Application Support/Adobe/HelpCfg/es_ES/Acrobat_10.0_Professional.helpcfg.

                File not present: /Library/Application Support/Adobe/HelpCfg/it_IT/Acrobat_10.0_Professional.helpcfg.

                File not present: /Library/Application Support/Adobe/HelpCfg/nl_NL/Acrobat_10.0_Professional.helpcfg.

                File not present: /Library/Application Support/Adobe/HelpCfg/ja_JP/Acrobat_10.0_Professional.helpcfg.

                File not present: /Library/Application Support/Adobe/HelpCfg/ko_KR/Acrobat_10.0_Professional.helpcfg.

                File not present: /Library/Application Support/Adobe/HelpCfg/nb_NO/Acrobat_10.0_Professional.helpcfg.

                File not present: /Library/Application Support/Adobe/HelpCfg/pt_BR/Acrobat_10.0_Professional.helpcfg.

                File not present: /Library/Application Support/Adobe/HelpCfg/da_DK/Acrobat_10.0_Professional.helpcfg.

                File not present: /Library/Application Support/Adobe/HelpCfg/fi_FI/Acrobat_10.0_Professional.helpcfg.

                File not present: /Library/Application Support/Adobe/HelpCfg/sv_SE/Acrobat_10.0_Professional.helpcfg.

                REMOVED: /Library/Application Support/Mozilla/Extensions/{ec8030f7-c20a-464f-9b0e-13a3a9e97384}/web2pdfextension@web2pd f.adobedotcom.

                REMOVED: /Library/Automator/Save as Adobe PDF.action.

                REMOVED: /Library/PDF Services/Save as Adobe PDF.app.

                ERROR Removing the file: /Applications/Adobe Acrobat X Pro.

                • 5. Re: Why does installation of Acrobat XI Pro on Lion 10.7.5 fail?
                  kglad MVP

                  is your acrobat pro xi an upgrade version?

                   

                  if it is, that's not going to work unless you have a qualifying stand-alone acrobat version.  you can't upgrade from a cs product (that contains acrobat) to the stand-alone acrobat.

                   

                  if it is not, (i'm not sure this is worthwhile but) you could uninstall your cs installation, run the cs cleaner (http://www.adobe.com/support/contact/cscleanertool.html), reboot and then install acrobat xi followed by installing (the non-acrobat part) of your cs

                  • 6. Re: Why does installation of Acrobat XI Pro on Lion 10.7.5 fail?
                    t33-guy Community Member

                    It isn't an upgrade version, but I will try uninstalling my CS5 and then see if I can install Acrobat XI. Thanks for the suggestions.

                    • 7. Re: Why does installation of Acrobat XI Pro on Lion 10.7.5 fail?
                      t33-guy Community Member

                      When I tried uninstalling CS5, a pop-up tells me the uninstall can't work because Adobe Application Manager is missing or damaged, and I need to download Application Manager. But when I download and try installing Application Manager, the installation fails and I should contact Adobe Support. But when I contact Adobe Support, I wind up back at square one and start being told to do all kinds of things I've already done.

                       

                      Is there a way around this wall that doesn't involve zeroing my computer and starting from a clean install of the operating system, and reloading the very large number of files I have? Pennsylvania Cavalry motto: "Over, under or through!" :-)

                      • 9. Re: Why does installation of Acrobat XI Pro on Lion 10.7.5 fail?
                        t33-guy Community Member

                        I tried all approaches to fixing the AAM problem  suggested at that URL -- none worked.

                         

                        "Solution 1. Install the AAM patch" simply wouldn't install (It fetched another  copy of AAM 7.0 & failed with "Contact the manufacturer" message).

                         

                        I ran Adobe Support Advisor which found no issues.

                         

                        "Solution 2. Verify Short filename paths" wouldn't work:

                        "[admins-Mac-Pro-3:/Volumes/Adobe App Mgr 1/Adobe Application Manager 7.0] drh% sudo Install.app/Contents/MacOS/Install --mode=silent

                        Starting Installer... In Silent mode.

                        Unable to initialize objects.

                        Exiting Installer with Code: -3"

                         

                        "Solution 3. Install the Creative Suite 5.5 ... silently" failed in a similar fashion to 2. above.

                         

                        I also tried repairing permission again -- as root. No joy still.

                         

                        I then tried the more fundamental approach to repairing permissions as suggested by Dwight Silverman (http://blog.chron.com/techblog/2011/09/want-to-really-repair-permissions-on-your-mac-try-t his/), and tried again. No joy.

                         

                        I then tried installing Acrobat XI as root -- and got the same "The installation failed" message as many times before, at the same point in the installation process (right at the end, while cleaning up).

                         

                        This problem seems either intractable or very obscure.

                        • 11. Re: Why does installation of Acrobat XI Pro on Lion 10.7.5 fail?
                          t33-guy Community Member

                          I have tried everything that was applicable. Nothing helped. AAM doesn't start -- a popup appears saying I need to get it. But when downloaded a pop-up appears saying there are installation problems -- but Adobe Support Advisor finds no issues.

                           

                          I tried uninstalling CS5 (prior to reloading it in the hope it would fire up AAM), but I need AAM to do *that*. In fact I seem to need AAM for anything I try to do, but that's a wall! I can't install AAM. Again Adobe Support Manager finds no issues.

                           

                          I even downloaded and installed a fresh copy of Lion (10.7.5) and tried all this stuff again. No change.

                           

                          Judging by postings all over the web, I am not the only person having this kind of problem.

                           

                          I should mention that I had *no* problem installing a demo version of Acrobat XI on my colleague's Mac Pro (very similar to mine and set up by me) and using it for some .pdf edits.

                           

                          I am very puzzled. I suspect there is no solution because no-one seems to know what is causing the problem, not even the Adobe technical people.

                          • 12. Re: Why does installation of Acrobat XI Pro on Lion 10.7.5 fail?
                            t33-guy Community Member

                            Once Acrobat Application Manager was re-installed, Acrobat XI Pro loaded with no problems. Check the thread:

                             

                            http://forums.adobe.com/message/5259140#5259140

                             

                            for more information.