10 Replies Latest reply on Aug 13, 2010 2:09 AM by atosbur

    Check for Updates failing in 9.2

    DavidLasher

      I have Reader 9.2 on Vista Home Premium SP2.

       

      Click on Help > Check for Updates... gives this error message:

      Update failed.

      An error occured. Please check for updates again later.

      Error: 1115

       

      I have removed and reinstalled Reader 9.2, and gone through Help > Repair Adobe Reader Installation, but the same problem still occurs. The Check for Updates feature worked fine in previous versions of Reader.

       

      Is this a bug in Reader 9.2, or is something fouled up on my machine, and how would I fix it?

        • 1. Re: Check for Updates failing in 9.2
          LeoAdobeX Adobe Employee

          Can you please provide Updater log file?

          The file name is AdobeARM.log and you can find it in User Temp folder.

          On Vista it should be C:\Documents and Settings\*USER_NAME*\AppData\Local\Temp

          • 2. Re: Check for Updates failing in 9.2
            DavidLasher Level 1

            OK, there seems to be a permissions issue with the C:\ProgramData folder. (This is a home computer with 4 regular users plus Admin)

             

            The AdobeARM.log file had the following repeated, over and over, one for each Update Check attempt:

             

            [2009-10-19 22:30:51] Adobe ARM 1.0.0 logging started.
            [2009-10-19 22:30:51] Command Line: /PRODUCT:Reader /VERSION:9.0 /MODE:1
            [2009-10-19 22:30:51] ProductCode: {AC76BA86-7AD7-1033-7B44-A92000000001}
            [2009-10-19 22:30:51] ProductName: Adobe Reader 9.2
            [2009-10-19 22:30:51] ProductVersion: 9.2.0
            [2009-10-19 22:30:51] ProductRegistry: SOFTWARE\Adobe\Acrobat Reader\9.0
            [2009-10-19 22:30:51] ProductInstallDir: C:\Program Files\Adobe\Reader 9.0\
            [2009-10-19 22:30:51] IsVistaOS returns 1.
            [2009-10-19 22:30:51] IsUAC_Enabled returns 1.
            [2009-10-19 22:30:51] SHCreateDirectoryEx() failed: C:\ProgramData\Adobe\Reader\9.2\ARM\
            [2009-10-19 22:30:51]    Error Code: 0x3

            [2009-10-19 22:30:51] InitDownloadManager failed.
            [2009-10-19 22:30:51]    Error Code: 0x3

            [2009-10-19 22:30:51] ** Setting Error Condition:
            [2009-10-19 22:30:51]    Error Code: 0x45B

            [2009-10-19 22:30:53] User canceled
            [2009-10-19 22:30:53] IsVistaOS returns 1.
            [2009-10-19 22:30:53] IsUAC_Enabled returns 1.
            [2009-10-19 22:30:53] IsUAC_Enabled returns 1.
            [2009-10-19 22:30:53] C:\ProgramData\Adobe\Reader\9.2\ARM\
            [2009-10-19 22:30:53]    GetLastError(): 0x3 - The system cannot find the path specified.

            [2009-10-19 22:30:53] Adobe ARM 1.0.0 logging finished.

             

            The C:\ProgramData\Adobe folder only had \Acrobat, \AIR, and \Updater6 folders, so I created the \Reader\9.2\ARM folders, and gave myself Full Control permission for the ARM folder.

             

            Check for Updates then ran correctly once, but now it is failing again with the error:

            Update failed

            Update failed

             

            The ARM folder has disappeared and the AdobeARM.log file now has

             

            [2009-10-23 15:12:20] Adobe ARM 1.0.0 logging started.
            [2009-10-23 15:12:20] Command Line: /PRODUCT:Reader /VERSION:9.0 /MODE:1
            [2009-10-23 15:12:20] ProductCode: {AC76BA86-7AD7-1033-7B44-A92000000001}
            [2009-10-23 15:12:20] ProductName: Adobe Reader 9.2
            [2009-10-23 15:12:20] ProductVersion: 9.2.0
            [2009-10-23 15:12:20] ProductRegistry: SOFTWARE\Adobe\Acrobat Reader\9.0
            [2009-10-23 15:12:20] ProductInstallDir: C:\Program Files\Adobe\Reader 9.0\
            [2009-10-23 15:12:20] IsVistaOS returns 1.
            [2009-10-23 15:12:20] IsUAC_Enabled returns 1.
            [2009-10-23 15:12:20] IsVistaOS returns 1.
            [2009-10-23 15:12:20] IsUAC_Enabled returns 1.
            [2009-10-23 15:12:20] IsUAC_Enabled returns 1.
            [2009-10-23 15:12:20] Using default ARM preference AUTO_DOWNLOAD.
            [2009-10-23 15:12:20] BITS AddFileSet failed with error:
            [2009-10-23 15:12:20]    Error Code: 0x8007010B

            [2009-10-23 15:12:20] downLoadFileSet() failed
            [2009-10-23 15:12:20]    Error Code: 0x8007010B

            [2009-10-23 15:12:20] IsVistaOS returns 1.
            [2009-10-23 15:12:20] IsUAC_Enabled returns 1.
            [2009-10-23 15:12:20] IsUAC_Enabled returns 1.
            [2009-10-23 15:12:25] User canceled
            [2009-10-23 15:12:25] IsVistaOS returns 1.
            [2009-10-23 15:12:25] IsUAC_Enabled returns 1.
            [2009-10-23 15:12:25] IsUAC_Enabled returns 1.
            [2009-10-23 15:12:25] C:\ProgramData\Adobe\Reader\9.2\ARM\
            [2009-10-23 15:12:25]    GetLastError(): 0x2 - The system cannot find the file specified.

            [2009-10-23 15:12:25] Adobe ARM 1.0.0 logging finished.

             

            Possibly related: Earlier this year I had problems with the Logitech SetPoint keyboard/mouse driver, which I fixed by giving each user access permission to the ProgramData folder.

             

            So how should permissions be working on the ProgramData folder?

            • 3. Re: Check for Updates failing in 9.2
              LeoAdobeX Adobe Employee

              Try setting full access to the parent folder - C:\ProgramData\Adobe

              • 4. Re: Check for Updates failing in 9.2
                Slillico

                No, how about this, I install adobe reader to read the occassional pdf, I do not wish to have adobe take over my whole computer like it was the only piece of software I have on this computer, why would adobe be so arrogant to believe i want a crappy update program crashing constantly and taking my internet connection down with it so a crappy little reader can be installed to read the occassional PDF.

                 

                I cant count how many times the adobe update program or some other adobe pop up has interfered with something I was doing and this has been going on for years, surely adobe can do something that is a little less intrusive and still let me read the occassional pdf.

                 

                No adobe, you are not the only piece of software on my computer, stop acting like you are, enough is enough.

                • 5. Re: Check for Updates failing in 9.2
                  DuckStorm

                  I am experiencing the same problem.  I am using both Acrobat Reader 9.2 and Acrobat Pro 9.2.  Both applications report "Update Failed" when I go to the

                  "Help->Check for Updates" menu.  As suggested above, I verified the file permissions on "C:\Program Files\Adobe" and my Administrator user doing the install has full control over the directory.  That didn't fix it.  Included below is my AdobeARM.log found in my %TEMP% folder:


                  [2010-01-16 15:11:56] Adobe ARM 1.0.0 logging started.
                  [2010-01-16 15:11:56] Command Line: /PRODUCT:Acrobat /VERSION:9.0 /MODE:1
                  [2010-01-16 15:11:56] ProductCode: {AC76BA86-1033-0000-7760-000000000004}
                  [2010-01-16 15:11:56] ProductName: Adobe Acrobat 9 Pro
                  [2010-01-16 15:11:56] ProductVersion: 9.2.0
                  [2010-01-16 15:11:56] ProductRegistry: SOFTWARE\Adobe\Adobe Acrobat\9.0
                  [2010-01-16 15:11:56] ProductInstallDir: C:\Program Files\Adobe\Acrobat 9.0\
                  [2010-01-16 15:11:59] Failed to read UAC setting, defaulting to Enabled.
                  [2010-01-16 15:11:59] Using default ARM preference AUTO_DOWNLOAD.
                  [2010-01-16 15:11:59] DownloadFileAndWait isComplete returns error
                  [2010-01-16 15:11:59]    Error Code: 0x80200003

                  [2010-01-16 15:11:59] BITS AddFileSet failed with error:
                  [2010-01-16 15:11:59]    Error Code: 0x800704DD

                  [2010-01-16 15:11:59] downLoadFileSet() failed
                  [2010-01-16 15:11:59]    Error Code: 0x800704DD

                   

                  I am running Windows XP Service Pack 3, and Adobe Acrobat version 9.2.

                  • 6. Re: Check for Updates failing in 9.2
                    DuckStorm Level 1

                    Update:

                    I was able to download and install the 9.3 update manually using http://ardownload.adobe.com/pub/adobe/acrobat/win/9.x/9.3/misc/AcrobatUpd930_all_incr.msp.

                     

                    However, the problem with the auto updater remains.  When I go to the menu "Help->Check for Updates" it fails, even in this new 9.3 version.  I could use some advice on how to get this working again.

                    • 7. Re: Check for Updates failing in 9.2
                      DuckStorm Level 1

                      P.S. Adobe rep, please raise this issue as a top priority. Adobe Reader 9.2 is listed as a category 5, zero-day security threat, containing critical security vulnerabilities actively being exploited by organized crime to gain control of PCs.  If the updater isn't working, this is a major issue for Adobe and Adobe's customers.  Please do what you can to escalate this issue.

                       

                      Adobe Security Advisory

                      http://www.adobe.com/support/security/advisories/apsa09-07.html

                      • 8. Re: Check for Updates failing in 9.2
                        LeoAdobeX Adobe Employee
                        "0x800704DD = "The operation being requested was not performed because the user has not logged on to the network."
                        " The specified service does not exist."
                        Also, the log file you've posted shows product version as 9.2.0
                        [2010-01-16 15:11:56] ProductVersion: 9.2.0
                        Can you post the log after you updated to 9.3.0?
                        How exactly it fails after you updated to 9.3.0 and checked for updates again? Can you provide some details?
                        Finally, there is Adobe Beta program - you can try it I think.
                        http://forums.adobe.com/thread/524390?tstart=0
                        • 9. Re: Check for Updates failing in 9.2
                          lkadlec

                          Did anyone ever find a fix for this?  I am having the same problem.  When I open Adobe Reader and click on "help," then "check for updates," the updater runs for a few seconds and I get a pop-up window saying that the update failed.

                           

                          This was happening in 9.2.  The updater failed rather than finding the update to 9.3.  Like the previous poster, I *was* able to manually update by going to the Adobe website, and I am now running Adobe Reader 9.3.0.  However, also like the previous poster, I am still having the same problem - the update simply fails (rather than checking and finding my software is up to date).

                           

                          Help?

                          • 10. Re: Check for Updates failing in 9.2
                            atosbur Level 1

                            I know this is an old thread, but it seems the problem still exits. And I believe this issue is happening because of the fact that the permission of the Administrators and System is not set to Full for the following directory,

                            XP: C:\Documents and Settings\All Users\Application Data\Adobe\Reader

                            Vista: C:\ProgramData\Adobe\Reader

                             

                            After a lot of retries, the problem seems to be fixed with the following command on XP,

                            cacls "C:\Documents and Settings\All Users\Application Data\Adobe\Reader" /grant administrators:F SYSTEM:F /t

                             

                            And on Vista with UAC On, you will have to launch the command prompt as "Run as Administrator" from Start>Program>Accessories and then run the following on the command prompt,

                            takeown /f "C:\ProgramData\Adobe\Reader" /r /d y && icacls "C:\ProgramData\Adobe\Reader" /grant administrators:F SYSTEM:F /t

                             

                            And if ever you get "Access is denied" message, then make sure to mention the immediate parent folder in the command line,

                             

                            Hope, it helps.

                             

                            Message was edited by: subrato namata