27 Replies Latest reply on Jul 11, 2017 3:43 PM by m_vargas

    flashplayer installation stuck

    judithc81614226 Level 1

      I have executed the adobe flash player file. it says installation will begin shortly.  It is still on 0%.

      This has happened the last several times flash player has notified me to up date. 

        • 1. Re: flashplayer installation stuck
          junanrizal Level 1

          I use windows 7 , after download the installation file , right click at that file and Run as Administrator. It works for me.

          • 2. Re: flashplayer installation stuck
            judithc81614226 Level 1

            I entered my administrator credentials

            • 3. Re: flashplayer installation stuck
              judithc81614226 Level 1

              OK, I went back and did it just like you said and this time it worked.  But before I did not right click and select run as administrator but I had to ok it as admin any way so I don't know what the difference is. Quirky computer.

              Thanks!

              • 4. Re: flashplayer installation stuck
                stopspyingonme Level 1

                I have had this same problem for months. I have missed 2 version updates (24 & 25). I have walked away for over 30 minutes and flash is still "installation will begin shortly" at 0%. I am running Win-7. I have tried right after a reboot to eliminate the possibility of some conflict.

                • 5. Re: flashplayer installation stuck
                  ridhijain Adobe Employee

                  Hi,

                   

                  Could you please provide the FlashInstall.log and Adobe_ADM.log file from your affected machine. To get the location of the log files please see Where do I find the Flash Player installation log on Windows? link. To share the same, you can upload them. For instructions to upload you can go through How to share a document. Once you have uploaded the logs please post a link here.

                   

                  Thanks!

                  • 6. Re: flashplayer installation stuck
                    stopspyingonme Level 1

                    Thank you for the clear instructions. Here is the link for my install log.

                     

                    Shared Files - Acrobat.com

                    • 7. Re: flashplayer installation stuck
                      m_vargas Adobe Employee

                      Hi,

                       

                      The link provided only has the FlashInstall.log file.  Please also upload the Adobe_ADM.log file.

                       

                      Thank you.

                       

                      --

                      Maria

                      • 8. Re: flashplayer installation stuck
                        stopspyingonme Level 1

                        There is no Adobe_ADM.log file. Here is AdobeARM.log if it helps.

                         

                        Shared Files - Acrobat.com

                        • 9. Re: flashplayer installation stuck
                          m_vargas Adobe Employee

                          AdobeARM.log is for different Adobe products, not Flash Player.  If you're using the online installer (the installer downloaded from get.adobe.com/flashplayer) it will be the online/shim installer, which generates the Adobe_ADM.log file, saved in the C:\Users\YourUseID\AppData\Local\Temp\AdobeADM_Logs directory.  If you're using the offline installer, then the Adobe_ADM.log file will not be generated.

                           

                          What is the name of the installer file you are using?


                          According to the FlashInstall.log file provided, the last Flash Player installation was the NPAPI plugin version 23.0.0.162 on February 7, 2017.  The log file doesn't record any other installation attempt since then.  I do see numerous Background Update errors, which is preventing the Background Update service from updating Flash Player.  I'd like to investigate these errors further.  Please do the following:

                           

                          1. Click on the Windows orb:
                          2. In the search field enter Services
                          3. In the search results click Services to launch the Services window
                          4. Look for Adobe Flash Player Update Service
                          5. Right-click on Adobe Flash Player Update Service and select Properties
                          6. When the Adobe Flash Player Update Service Properties window displays, take a screenshot of the General tab and post it in your reply.  See How do I attach a screenshot?
                          • 10. Re: flashplayer installation stuck
                            stopspyingonme Level 1

                            The last download I tried was flashplayer25_xa_install.exe (Firefox download remembered)
                            I recall a different file name  sometimes in recent past. It may have been the HA version but the install file disappears after I try to install.

                            The Adobe updater service is currently stopped but it was running during my last attempt to update. I tried to update immediately after a reboot. I downloaded it. Stopped my browser and tried to install. Then the installation froze. At that point I stop unnecessary programs & services running and go about my business.

                             

                            AdobePrty.JPG

                            • 11. Re: flashplayer installation stuck
                              m_vargas Adobe Employee
                              The last download I tried was flashplayer25_xa_install.exe

                               

                              This is the online installer and will delete itself after it is executed.  The online installer does generate the Adobe_ADM.log file saved in the C:\Users\YourUseID\AppData\Local\Temp\AdobeADM_Logs directory.  The log file is generated as soon as the installer is launched.

                               

                              I tried to update immediately after a reboot. I downloaded it.

                              Was this from a notification update you received?  If so, it's not related to the background update service.

                               

                               

                              According to the screenshot, the Background Update Service is disabled, it should be set to Manually.  Since this is disabled the Background Update Service will never run, preventing your system from being updated via the Background Update service, which is the most efficient and quickest way to update Flash Player after a release.

                              • 12. Re: flashplayer installation stuck
                                stopspyingonme Level 1

                                The most recent attempt was tried thusly. I booted. I went to adobe.com and downloaded the update. I shutdown the browser and double clicked the install file. The Background Update Service was still running. The install failed by getting stuck at 0% complete. After the failure I stopped unnecessary back ground tasks; the Background Update Service being one of them. Over the last few months I have tried various permeations to update flash with the same result.

                                • 13. Re: flashplayer installation stuck
                                  m_vargas Adobe Employee

                                  Please upload the Adobe_ADM.log file saved at C:\Users\YourUseID\AppData\Local\Temp\AdobeADM_Logs to cloud.acrobat.com/send for the most recent installation attempt and post the link in your reply

                                   

                                  The original OP to this topic was able to solve the issue by right-clicking on the installer file and selecting 'Run as Adminitrator'.  Have you tried doing this?

                                  • 14. Re: flashplayer installation stuck
                                    stopspyingonme Level 1

                                    I am always asked for and provide the admin password. Earlier this week, after a reboot I tried again twice. This time I received a message about unable to connect. I tried twice and gave up. My internet worked just fine immediately afterwards. I have that log but I don't want to obfuscate the original problem.

                                     

                                    Today, after a reboot I tried again and again it got stuck at 0% complete. I copied the AdobeARM.log before ending the upgrade process.

                                    Shared Files - Acrobat.com

                                    • 15. Re: flashplayer installation stuck
                                      m_vargas Adobe Employee
                                      I am always asked for and provide the admin password.

                                      Is your UserID an Admin user or is it a standard user?

                                       

                                      AdobeARM.log file is for other Adobe products, not Flash Player.  AdobeADM.log file, saved at C:\Users\YourUserID\AppData\Local\Temp\AdobeADM_Logs is for Flash Player.  Please provide the AdobeADM.log file.

                                       

                                      Thank you.

                                      • 16. Re: flashplayer installation stuck
                                        stopspyingonme Level 1

                                        I booted this AM, logged on as a standard user, got the Adobe Flash needs updating message, clicked download; enter admin password; the installation froze at 0% complete.  Here are the adobe_ADM.log & adobe_GDM.log that were created this AM.

                                         

                                        Shared Files - Acrobat.com

                                        • 17. Re: flashplayer installation stuck
                                          m_vargas Adobe Employee

                                          Hi,

                                           

                                          I'm not seeing errors in the Adobe_ADM.log file and will need to forward it to the online installer team for further review.


                                          To confirm, the behavhiour:

                                           

                                          1. You reboot the system
                                          2. Upon log in, a notification stating an update is available displays
                                          3. You click download
                                          4. At this point does the browser launch to the adobe.com site to download the installer? or does it try to download a file?  Please post a screenshot of the window that hangs at 0%

                                           

                                          If these steps are inaccurate, or incomplete, please correct, or add, to them.

                                           

                                          Thank  you.

                                           

                                          --

                                          Maria

                                          • 18. Re: flashplayer installation stuck
                                            stopspyingonme Level 1

                                            The install does not begin automatically. I must double click the file.

                                            Flash0.JPG

                                            • 19. Re: flashplayer installation stuck
                                              m_vargas Adobe Employee

                                              Thank you for confirming.  I'll forward this along to the online installer team.

                                               

                                              Can you try the offline installer and see if that works for you?  Using the standard user account  you will be prompted to provide Admin credentials to install.  The offline installer is posted at the bottom of the Installation problems | Flash Player | Windows 7 and earlier page, in the 'Still having problems' section.

                                              • 20. Re: flashplayer installation stuck
                                                stopspyingonme Level 1

                                                I had previously stated I tried with and without any browsers running. I tried again after applying some Microsoft updates and re-booting. The results were the same, installation stuck at 0% complete. Here are the last few lines from that log.

                                                 

                                                05/29/17 17:56:55:052 | [INFO] |  | ADM |  | ApplicationContext |  |  | 5416 | Both Auto Update and Silent Auto Update are enabled. (Not show preferences)

                                                05/29/17 17:56:55:270 | [INFO] |  | ADM |  | WorkflowManager |  |  | 5416 | WorkflowManager.startPrechecks for product:Adobe Flash Player isPreInstalled:false isDiskSpaceAvailable:true

                                                05/29/17 17:56:55:270 | [INFO] |  | ADM |  | WorkflowManager |  |  | 5416 | WorkflowManager.startPrechecks for product:McAfee Security Scan Plus isPreInstalled:false isDiskSpaceAvailable:true

                                                05/29/17 17:56:55:270 | [INFO] |  | ADM |  | WorkflowManager |  |  | 5416 | WorkflowManager.startPrechecks for product:True Key by Intel Security isPreInstalled:false isDiskSpaceAvailable:true

                                                • 21. Re: flashplayer installation stuck
                                                  m_vargas Adobe Employee

                                                  The log excerpt doesn't provide much information, and no warnings/errors.  Please follow the instructions at Where do I find the Flash Player installation log on Windows? to enable verbose logging for the online installer.  Run the installer again.  Let it hang for a few minutes, then exit out by clicking the 'x' in the upper right corner of the window.  Upload the Adobe_ADM.og and Adobe_GDE.log files to cloud.acrobat.com/send and post the link to the uploaded files.  Thank you.

                                                  • 22. Re: flashplayer installation stuck
                                                    stopspyingonme Level 1

                                                    I booted my PC, received the Flash update popup, clicked it, it opened my Firefox browser, download, closed browser, ran file. let it stay at installation 0% complete for over half an hour, then killed it.

                                                     

                                                    The FlashInstall.log was last updated 2/6/17

                                                    Shared Files - Acrobat.com

                                                    • 23. Re: flashplayer installation stuck
                                                      m_vargas Adobe Employee

                                                      I'm going to assume you are using the online installer, downloaded from get.adobe.com/flashplayer, and my reply is based on this assumption. Please correct me if my assumption is wrong. 

                                                       

                                                      The reason for my assumption is that the log file you provided, FlashInstall.log has not been written to since February.

                                                       

                                                      The online installer downloads and installs Flash Player silently in the background, the fact that FlashInstall.log file hasn't been written to since February indicates the failure is occurring much earlier in the process.

                                                       

                                                      Please provide the verbose Adobe_ADM.log and Adobe_GDE.log file as previously requested (comment #21).

                                                       

                                                      Alternatively, you can try using the online installer, posted at the bottom of the Installation problems | Flash Player | Windows 7 and earlier page in the 'Still having problems' section.

                                                       

                                                      However, providing the online installer log files will help us troubleshoot the issue.

                                                       

                                                      When you reply, please specify which installer you are using.  The best way is to provide the file name of the installer.  This will help tremendously in providing the appropriate assistance that corresponds with the installer you are using.

                                                      • 24. Re: flashplayer installation stuck
                                                        stopspyingonme Level 1

                                                        I have tried both techniques over these months because it is not clear whether a browser should be running or not. The last four installs I have used flashplayer25_xa_install.exe
                                                        Over the last few months I recall a slightly different name flashplayer25_ha_install.exe also been tried.

                                                         

                                                        https://files.acrobat.com/a/preview/0313b934-0da2-4499-ba1f-86359671aa29

                                                        • 25. Re: flashplayer installation stuck
                                                          m_vargas Adobe Employee

                                                          Hi stopspyingonme

                                                           

                                                          The online file name changes based on browser and whether or not third-party offers are being downloaded, and what those offers are.

                                                           

                                                          The Adobe_ADM.log file does NOT have verbose logging enabled, as previously requested (twice).  It's difficult at best to provide assistance if the log files being provided do not include was is being requested.

                                                           

                                                          Since there is an issue with the online installer, let's try installing Flash Player using the offline installer.  Please do the following, EXACTLY as written.  If an error returns at any step, stop, take a screenshot of the error and post it in your reply, including the step at which the error was returned.  You will be restarting your system several times during the following steps.  It is recommended you print the following instructions prior to starting so you have them available at all times during the process.

                                                           

                                                          1. Download the uninstaller posted at Uninstall Flash Player for Windows
                                                          2. Download the offline installer posted at the bottom of the Installation problems | Flash Player | Windows 7 and earlierpage, in the 'Still having problems' section,  There are 3 files listed, for the various supported browsers on Windows.  You'll want to download the files for whichever browsers you use.
                                                          3. Close ALL browsers and applications that may use Flash Player
                                                          4. Run the uninstaller downloaded in step 1
                                                          5. Reboot your system
                                                          6. Launch Windows Explorer and navigate to C:\Windows\System32\Macromed\Flash
                                                          7. Delete all files EXCEPT for the FlashInstall log file(s)
                                                          8. Go to C:\Windows\SysWOW64\Macromed\Flash
                                                          9. Delete all files EXCEPT for the FlashInstall log file(s)
                                                          10. Copy and paste %appdata%\Adobe\Flash Player in the Windows Explorer navigation field
                                                          11. Delete everything inside this folder
                                                          12. Copy and paste %appdata%\Macromedia\Flash Player in the Windows Explorer navigation field
                                                          13. Delete everything inside this folder
                                                          14. Still in Windows Explorer, go to C:\Windows\SysWOW64
                                                          15. Verify the following files have been deleted: FlashPlayerCPLApp.cpl, FlashPlayerApp.exe, and FlashPlayerIntaller.exe
                                                          16. Flash Player should be completely removed from your system.
                                                          17. Restart your computer
                                                          18. Ensure any application that uses Flash Player is not running
                                                          19. Install Flash Player using the installer downloaded in step 2
                                                          20. If there is an error, take a screenshot of the error
                                                          21. Upload the screenshot and the FlashInstall log files saved at C:\Windows\System32\Macromed\Flash AND C:\Windows\SysWOW64\Macromed\Flash to cloud.acrobat.com/send
                                                          22. Post the link to the uploaded files in your reply

                                                           

                                                          Thank you.

                                                          1 person found this helpful
                                                          • 26. Re: flashplayer installation stuck
                                                            stopspyingonme Level 1

                                                            That worked. Thank you for all your posts and the clear instructions.

                                                            My best guess is one of the files got contaminated during an early install attempt.

                                                            • 27. Re: flashplayer installation stuck
                                                              m_vargas Adobe Employee

                                                              You're welcome.  I'm glad it worked for you.