12 Replies Latest reply on Jun 7, 2010 10:15 AM by lvguy

    Update 9.3.2 not taking

    selvans777

      I open my Adobe Reader 9.3.2, click Help on the toolbar and scroll to Check for Updates.  It says:

       

      Update is available - This update addresses customer issues and security vulnerabilities. Adobe recommends that you always install the latest updates.

       

      I close Reader and continue with the update by clicking Download. It goes through the process successfully.

       

      But, I can open Reader again, even after restarting windows XP, and it will go through the same thing again and again.

        • 1. Re: Update 9.3.2 not taking
          pwillener Level 8

          From Help | About Adobe Reader - does it say that you have Reader 9.3.2 ?  If so, there shouldn't be any update showing.

          • 2. Re: Update 9.3.2 not taking
            Meteor952

            I have the same problem,  I think.  My computer downloads the same update each time it starts up.  I have automatic updating for Adobe Reader turned on.

            I have Windows 7 32 bit and Adobe Reader 9.3.2.

            • 3. Re: Update 9.3.2 not taking
              Molecycle

              Same problem with me. Windows XP SP3 with auto update running. Ever since this update was first available (and downloaded) in April I get notified after every boot that "another" update is available, and yet it turns out to be the same. The system report says version 9.3.2.163.  I've searched the registry looking for 9.3.2 and it's in HKLM/.../installer and uninstall with the date off my last download. Haven't looked for Reader yet ....

              • 4. Re: Update 9.3.2 not taking
                lvguy

                I think we all know what should be. What is - is that 9.3.2 is not registering the update. So every time you use the reader you get the update message. Now, how hard is that to fix?

                • 5. Re: Update 9.3.2 not taking
                  pwillener Level 8

                  lvguy wrote:

                   

                  Now, how hard is that to fix?

                   

                  Well, so far I still have no idea what is causing this - is it Adobe ARM, or the Adobe Updater, or what, and why?

                   

                  If someone who experiences this problem can tell me what is running when this is happening, maybe we can narrow it down.

                  • 6. Re: Update 9.3.2 not taking
                    lvguy Level 1

                    Will,

                    In the setup folder there are *.msi files for reader 9.20 and 9.30. I don't know how Adobe keeps track, but it seems elementary to me to put a file in that folder indicating the latest revision, e.g. AdbeRdr932_en_US.msi so that Adobe installer doesn't try to install over and over and over again.

                    Malcolm

                    • 7. Re: Update 9.3.2 not taking
                      LeoAdobeX Adobe Employee

                      I'd like to better understand the issue and help if possible.

                       

                      It sounds like update is successfully installed - Reader is showing version 9.3.2 if you run it and open Help\About Reader menu item

                      Also, if you open Add Or Remove programs, it will show Reader version as 9.3.2 (it is important to confirm that it is the Version, not Product Name)

                       

                      Is there any other Reader listed in ARP?

                      Can you please post a content of the updater log file here? Maybe not full content, but last 5-10 sections.

                      It's name is AdobeARM.log and you should find it in your Temp folder.

                      On Win XP it is C:\Documents and Settings\XXX\Local Settings\Temp   folder,  where XXX is your User name.

                       

                      Updates for Reader are installed by Windows Installer Service and suppose to be registered properly by this service. It seems that something does not work properly in this area.

                      • 8. Re: Update 9.3.2 not taking
                        lvguy Level 1

                        Hi Leo,

                        I am having the trouble on an XP OS. I can't remember seeing the same problem with Vista.

                        Both Adobe Reade 9.2 and Adobe Reader 9.3.2 are installed. Should I remove 9.2? is that the problem? It never got deleted during the upgrade and the updater keeps seeing the older version?

                        This is from the AdobeARM.logIt says Adobe Reader 9.2 but I assure you on 2010-06-05 9.3.2 was installed and still is.

                        Adobe ARM 1.1.7.0 logging started.[2010-06-05 19:34:55] Command Line: /PRODUCT:Reader /VERSION:9.0 /MODE:2[2010-06-05 19:34:55] ProductCode: {AC76BA86-7AD7-1033-7B44-A92000000001}[2010-06-05 19:34:55] ProductName: Adobe Reader 9.2[2010-06-05 19:34:55] ProductVersion: 9.2.0[2010-06-05 19:34:55] ProductRegistry: SOFTWARE\Adobe\Acrobat Reader\9.0[2010-06-05 19:34:55] ProductInstallDir: C:\Program Files\Adobe\Reader 9.0\[2010-06-05 19:34:55] Found CommandLine preference AUTO_DOWNLOAD.[2010-06-05 19:34:55] Failed to read UAC setting, defaulting to Enabled.[2010-06-05 19:34:56] Failed to read UAC setting, defaulting to Enabled.[2010-06-05 19:34:56] ArmUpdate record found.[2010-06-05 19:34:56] GetFileVersion(): C:\Program Files\Common Files\Adobe\ARM\1.0\AdobeARM.exe[2010-06-05 19:34:56]    File version: 1.1[2010-06-05 19:34:56]    Build number: 7[2010-06-05 19:34:56]    Revision number: 0[2010-06-05 19:34:56] Newer version ARM

                        Update is not available.[2010-06-05 19:34:56] New file object: AdbeRdr930_en_US.msi[2010-06-05 19:34:56] New file object: AdbeRdrUpd932_all_incr.msp[2010-06-05 19:38:36] Failed to read UAC setting, defaulting to Enabled.[2010-06-05 22:18:36] Delete file: C:\DOCUME1\MALCOL1\LOCALS~1\Temp\ArmUI.ini[2010-06-05 22:18:36]    Error Code: 0x2

                        ** Setting Error Condition: [2010-06-05 22:18:36]    Error Code: 0x6A9

                        C:\Documents and Settings\All Users\Application Data\Adobe\Reader\9.2\ARM\[2010-06-05 22:18:36]    GetLastError(): 0x91 - The directory is not empty.

                        ARM returns ERROR_SUCCESS[2010-06-05 22:18:36] Adobe ARM 1.1.7.0 logging finished.

                        Malcolm

                        • 9. Re: Update 9.3.2 not taking
                          pwillener Level 8

                          lvguy wrote:

                           

                          Both Adobe Reade 9.2 and Adobe Reader 9.3.2 are installed.

                           

                          That is not possible; you can only have one Adobe Reader 9.x version installed.  It is possible that 9.2 was incompletely removed from your system, and that may be the cause of the problem.

                           

                          If you can remove 9.2 completely (from Add/Remove Programs, or using the Windows Installer Cleanup Utility), then this may fix the problem.  But you may also need to reinstall 9.3 / 9.3.1 / 9.3.2 after the removal of 9.2, as it may also remove components of the 9.3 install.

                          • 10. Re: Update 9.3.2 not taking
                            LeoAdobeX Adobe Employee

                            Thank you for providing updater log file.

                            You mentioned again that "Both Adobe Reade 9.2 and Adobe Reader 9.3.2 are installed"

                             

                            But you did not say how you know that. From ARP?

                            What makes you to believe that?

                             

                            In any case,

                            What I would suggest is to uninstall all Readers from your system using ARP or MS Cleanup tool.

                            Do not delete files manually.

                             

                            Than download and install latest full Reader, which is version 9.3.0 and update it to 9.3.2 latest version.

                             

                            Good luck

                            • 11. Re: Update 9.3.2 not taking
                              Meteor952 Level 1

                              I have both versions 9.2 and 9.3.2 listed on the Uninstall Programs list on my computer. I will uninstall version 9.2 and see if this fixes the problem.

                              • 12. Re: Update 9.3.2 not taking
                                lvguy Level 1

                                Thanks. I know that from ARP and I am going to try first to remove only 9.2 because I believe that is the problem and if it is, you can tell other users experiencing the same problem. But let me test first.

                                Malcolm