16 Replies Latest reply on Dec 22, 2015 7:25 PM by m_vargas

    Adobe headache

    lm1375662

      Hello Everyone,

       

      I uninstalled Adobe Flash & Adobe Reader a while back because my firefox(42.0 version) was showing that the add-on's were vulnerable. I have recently tried to install both of these programs back again with major annoyance. Firstly, trying to install Flash, It shows me that it is installed yet when I go to about:plugins or my plug ins menu, it is not there. I can't find it. I have uninstalled and re-installed Flash over 5 times. I know my issue is persisting because when I try to view certain webpages it displays " Get Adobe Flash To View Flash Content" Adobe has always been headache after headache for me I have been on Adobe help page, searching through for an answer but the steps they call for and I try, aren't matching up and working.

       

      Hoping someone has some simple instructions to a solution's.

       

      Thanks in advance!

        • 1. Re: Adobe headache
          m_vargas Adobe Employee

          Hi lm1375662,


          It's possible the installation is corrupt, where some files exist and other don't.

           

          What OS, including version, is this on?

           

          --

          Maria

          • 2. Re: Adobe headache
            FreezeMyLemonel

            Start over from scratch by following the instructions I use. Go to the first link and download the Flash Player uninstaller under "1. Download the uninstaller for Flash Player" and save it to your desktop. If it goes to a downloads folder, cut and paste to your desktop. Click and uninstall the Flash Player. Then using "Firefox," repeat, using "Firefox," go to the second link and download the Flash Player and save it to your desktop. Uncheck the software they offer in the middle section (Google or McAfee products). Click to install. If Internet Explorer (IE) is your default browser, it will send you to Adobe.com to confirm installation using IE. Close it, and open Firefox, repeat Firefox, to check install using the test page below in the third link, to make sure Firefox was updated using Non-IE Flash. If you know you installed it correctly, and don't get confirmation of version installed, check your Add-ons in Firefox's menu, to make sure Flash is activated. If you have Windows 7, the uninstall will remove Flash from IE. Now, using "IE" go to the second link again and download to your desktop. Again, uncheck the software they offer in the middle section (Google or McAfee products). Click to install. It will open IE to verify install, if IE is your default browser. Still, go to the test page below again to verify. Basically, verify Flash Player install using both your browsers. If you have Opera installed, you must do the same as you did with Firefox to install the Flash Player. On my Windows 7 computer, I have three versions of the Flash Player installed: one for IE, one for Opera, and one for Firefox. Chrome's is integrated. The uninstall Flash Player utility will not affect Chrome and Windows 8 or higher installed Flash. I have the Flash Player installed on both my Windows 8.1 and Windows 7 computers, and Flash is properly installed on IE, Firefox, Chrome, and Opera.

             

            https://helpx.adobe.com/flash-player/kb/...

             

            Adobe Flash Player Install for all versions


            http://www.adobe.com/software/flash/abou...

            • 3. Re: Adobe headache
              lm1375662 Level 1

              OS: Vista. I'm unsure what you mean by version? you mean my laptop model ?

              • 4. Re: Adobe headache
                lm1375662 Level 1

                I followed your steps with attention to detail & I am still not seeing it in my add-ons and my laptop is saying I need the plug in to view. This is just a tiresome.

                • 5. Re: Adobe headache
                  m_vargas Adobe Employee

                  Hi lm1375662,

                   

                  Please provide the following information:

                  • File name of the installer file you are using (there are several installer files. The file name will tell me exactly which file you are using).
                  • Screenshot of the contents of the above directory(ies)
                    • See The specified item was not found.
                  • FlashInstall.log file saved at C:\Windows\System32\Macromed\Flash
                    • If this is a 64-bit OS, the FlashInstall.log file saved at C:\WIndows\System32\Macromed\Flash

                   

                  Upload the FlashInstall.log file(s) using the instructions The specified item was not found. or a file sharing service of your choice.  Post the link to the uploaded file(s) in your reply.

                   

                  Thank you.

                   

                  --

                  Maria

                  • 6. Re: Adobe headache
                    lm1375662 Level 1

                    HI Maria. I have attached the following you've asked for.

                     

                     

                    AdobeFlFiles.jpgadobeflash.jpg

                    • 7. Re: Adobe headache
                      m_vargas Adobe Employee

                      Hi lm1375662,

                       

                      Based on the screenshot, all files are present.  I can verify if it's installed correctly by viewing the FlashInstall.log file.  Please provide this file as previously requested.  From looking at your screenshot, you don't have file extensions set to visible.  This is the first file in the directory screenshot.

                       

                      If Flash Player is correctly installed, but Firefox is still not detecting it in about:plugins the issue could be with a corrupt installation of Firefox.

                       

                      --

                      Maria

                      • 8. Re: Adobe headache
                        lm1375662 Level 1

                        Thank you for your constant effort, Maria.
                        I'm not sure what you are asking for my to provide.I don't know what file you are wanting.I can open the "FlashInstall" file and copy the text? 

                        • 9. Re: Adobe headache
                          m_vargas Adobe Employee

                          Hi,

                           

                          I'm requesting the FlashInstall.log file saved at C:\Windows\System32\Macromed\Flash.  If the file is not large, you can copy/paste the contents here.  Otherwise, please upload the FlashInstall.log file using the instructions How to share a document or a file sharing service of your choice.  Post the link to the uploaded file(s) in your reply.


                          --

                          Maria

                          • 10. Re: Adobe headache
                            lm1375662 Level 1

                            Maria,

                             

                            Still confused here... there is a flash folder that pops up when I type C:\Windows\System32\Macromed\Flash on my computer. It's the same files that are in the screen shot. I may be doing something wrong. Let me know.

                            • 11. Re: Adobe headache
                              m_vargas Adobe Employee

                              Hi,


                              I need to contents of the FlashInstall.log file, not just a screenshot of the directory it's in.

                               

                              You can always try to completely uninstall Firefox and then re-install it and see if that solves the issue.

                               

                              --

                              Maria

                              • 12. Re: Adobe headache
                                lm1375662 Level 1

                                It's not that long so I can copy/paste. Also I updated Fire-Fox and no change to my problem. Here is what you requested.

                                =O====== M/20.0.0.235 2015-12-11+03-20-19.292 ========

                                0000 [I] 00000010 "C:\Users\Leeann\AppData\Local\Adobe\BB96EEF1-4546-4938-A650-229C29F79B8F\8BE0FABD-C7BD-4 7D7-82FB-5A138B8F0AD8\D9D30101-A84D-4E01-90E0-D39A4D3563F5" -install -iv 8 -au 1

                                0001 [W] 00001036 Software\Macromedia\FlashPlayerPlugin/PlayerPath 2

                                0002 [W] 00001036 Software\Macromedia\FlashPlayerPlugin/Version 2

                                0003 [I] 00000020 C:\Windows\system32\FlashPlayerCPLApp.cpl

                                0004 [W] 00001037 SOFTWARE\MozillaPlugins\@adobe.com/FlashPlayer/ 2

                                0005 [W] 00001037 SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Adobe Flash Player NPAPI/ 2

                                0006 [W] 00001037 SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Adobe Flash Player Plugin/ 2

                                0007 [W] 00001036 Software\Mozilla\Firefox\extensions/Plugins 2

                                0008 [W] 00001036 Software\Mozilla\MaintenanceService\extensions/Plugins 2

                                0009 [W] 00001036 Software\Mozilla\Mozilla Firefox\extensions/Plugins 2

                                0010 [W] 00001036 Software\Mozilla\Mozilla Firefox ESR\extensions/Plugins 2

                                0011 [W] 00001036 Software\Opera Software/Last CommandLine 2

                                0012 [W] 00001036 Software\Opera Software/Last CommandLine 2

                                0013 [W] 00001036 Software\Opera Software/Plugin Path 2

                                0014 [W] 00001036 Software\Opera Software/Plugin Path 2

                                0015 [I] 00000014

                                0016 [I] 00000015 C:\Windows\system32\Macromed\Flash\FlashUtil32_20_0_0_235_Plugin.exe

                                0017 [I] 00000024 C:\Windows\system32\Macromed\Flash\plugin.vch

                                0018 [I] 00000017 C:\Windows\system32\Macromed\Flash

                                0019 [I] 00000022 C:\Windows\system32\Macromed\Flash\FlashPlayerPlugin_20_0_0_235.exe

                                0020 [I] 00000019 C:\Windows\system32\FlashPlayerCPLApp.cpl

                                0021 [I] 00000021 C:\Windows\system32\Macromed\Flash\FlashPlayerUpdateService.exe

                                0022 [I] 00000003

                                0023 [I] 00000012

                                =X====== M/20.0.0.235 2015-12-11+03-20-24.795 ========

                                 

                                =O====== M/20.0.0.235 2015-12-16+02-40-16.044 ========

                                0000 [I] 00000010 "C:\Users\Leeann\AppData\Local\Adobe\72C337CB-BCD8-4336-88EC-26BCB428FDB6\810B430A-8A27-4 AC6-837C-C2035FDEECE6\ACEE9643-D678-4A81-A0B1-87884496E6A8" -install -iv 8 -au 1

                                0001 [I] 00000020 C:\Windows\system32\FlashPlayerCPLApp.cpl

                                0002 [W] 00001037 SOFTWARE\MozillaPlugins\@adobe.com/FlashPlayer/ 2

                                0003 [W] 00001037 SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Adobe Flash Player Plugin/ 2

                                0004 [W] 00001036 Software\Mozilla\Firefox\extensions/Plugins 2

                                0005 [W] 00001036 Software\Mozilla\MaintenanceService\extensions/Plugins 2

                                0006 [W] 00001036 Software\Mozilla\Mozilla Firefox\extensions/Plugins 2

                                0007 [W] 00001036 Software\Mozilla\Mozilla Firefox ESR\extensions/Plugins 2

                                0008 [W] 00001036 Software\Opera Software/Last CommandLine 2

                                0009 [W] 00001036 Software\Opera Software/Last CommandLine 2

                                0010 [W] 00001036 Software\Opera Software/Plugin Path 2

                                0011 [W] 00001036 Software\Opera Software/Plugin Path 2

                                0012 [I] 00000014

                                0013 [I] 00000015 C:\Windows\system32\Macromed\Flash\FlashUtil32_20_0_0_235_Plugin.exe

                                0014 [I] 00000024 C:\Windows\system32\Macromed\Flash\plugin.vch

                                0015 [I] 00000017 C:\Windows\system32\Macromed\Flash

                                0016 [I] 00000022 C:\Windows\system32\Macromed\Flash\FlashPlayerPlugin_20_0_0_235.exe

                                0017 [I] 00000019 C:\Windows\system32\FlashPlayerCPLApp.cpl

                                0018 [W] 00001024 C:\Windows\system32\FlashPlayerCPLApp.cpl 183

                                0019 [W] 00001024 C:\Windows\system32\FlashPlayerApp.exe 183

                                0020 [I] 00000021 C:\Windows\system32\Macromed\Flash\FlashPlayerUpdateService.exe

                                0021 [W] 00001024 C:\Windows\system32\Macromed\Flash\FlashPlayerUpdateService.exe 183

                                0022 [I] 00000012

                                =X====== M/20.0.0.235 2015-12-16+02-40-24.920 ========

                                • 13. Re: Adobe headache
                                  lm1375662 Level 1

                                  I believe a while ago i had to manually uninstall the flash plug in. could that be a problem? Or is it just a normal uninstall?

                                  Manually uninstalling a plugin

                                  If you can't use an uninstaller program to remove a plugin, you can remove it manually:

                                  1. Type about:plugins into the Location bar and press Enter to display the About Plugins page.
                                  2. Each entry in the About Plugins page will have "File:" and "Path:", showing the name and location of the plugin file. Use Windows Explorer to navigate to the folder shown for the plugin you want to remove.
                                  3. Rename the file to add an X in front of the filename (for instance, npswf32 becomes Xnpswf32).

                                  The plugin will be removed.

                                  • 14. Re: Adobe headache
                                    m_vargas Adobe Employee

                                    Hi,

                                     

                                    Thanks for posting the contents of the log file.  I'm not seeing any errors in the file and based on the log file Flash Player should be installed correctly.  I'm not sure where you got the manual uninstall instructions from but that is not the correct way to uninstall Flash Player (including manually).  Instructions for uninstalling Flash Player are posted at Uninstall Flash Player for Windows.

                                     

                                    When you say "I updated Fire-Fox and no change to my problem" did you simply upgrade Firefox (e.g. from version 42 to 43) or did you completely uninstall Firefox and then re-install it?  If the former, please do the latter.  You can also try resetting Firefox (see Reset Firefox preferences to troubleshoot and fix problems | Firefox Help).  Please note that resetting Firefox will delete all of your favorites, plugins/add-ons, etc.  If you go this route you'll want to backup these settings before doing so.


                                    --

                                    Maria

                                    • 15. Re: Adobe headache
                                      lm1375662 Level 1

                                      Maria,

                                       

                                      My Kaspersky Internet virus protection was preventing flash from installing. I got it to install now. Thank you for your effort

                                      • 16. Re: Adobe headache
                                        m_vargas Adobe Employee

                                        Hi,

                                         

                                        Fantastic,  I'm glad you were able to resolve this, although Kaspersky shouldn't be blocking the installation.  Which version of Kaspersky do you have installed and how do you have it configured?  I'll follow-up on this to ensure they don't do so in the future.

                                         

                                        --

                                        Maria