7 Replies Latest reply: Apr 16, 2012 4:49 AM by Glyn2012 RSS

    Can not upgrade to latest AdobeAir Insall

    2dowell Community Member

      I've done the 'add remove programs' on my computer - then when clicking the AdobeAIR remove - a pop up appears all these programs listed I use on a daily/weekly basis - I want to just delete and upgrade but all Im getting is this error message:-

      ------

      An error occurred while uninstalling Adobe AIR. Uninstallation may not be allowed by your administrator. Please contact your administrator.

      --------

       

       

      Ive tried uninstalling my current version of Adobe Air and then downloading the latest version again and reinstalling. bt how do i keep the programs I se and still haven the latest AdobeAir upgrade to over rite the older version?

        • 1. Re: Can not upgrade to latest AdobeAir Insall
          chris.campbell Adobe Employee

          I'm sorry you're running into upgrade issues with AIR.  Microsoft has just released a new utility that can help resolve installation problems.  Would you mind giving this a try and let us know how it works for you?  When running the Fix it, go through the uninstall process and try to remove Adobe AIR from your system.  Once finished, download the latest version of AIR and install again.

           

          Microsoft Install and Uninstall Fix It

           

          If you still encounter problems, we'll need to review the AIR installer log to better diagnose the issue.  Please post back with the log contents.  You can find instructions for finding these logs here:

           

          AIR Installer Log Instructions

           

          After completing these steps, you should have the latest version of AIR installed and your applications should still work.

           

          Chris

          • 2. Re: Can not upgrade to latest AdobeAir Insall
            Glyn2012 Community Member

            Hi Chris,

            I have exactly the same problem as 2dowel with Windows7 and Adobe Air (I'm trying to use BBC iPaler desktop). Microsoft install and uninstall Fix It utility did not work for me. I even went back to msicuu2.exe but Adobe Air does not show in installed programs list. I think I've changed the registry entry to enable verbose logging for the MSI but not sure where the log actully gets written to? Here is extract from AIR/Logs

             

            [2012-04-12:11:39:31] Runtime Installer begin with version 3.2.0.2070 on Windows 7 x86

            [2012-04-12:11:39:31] Commandline is:

            [2012-04-12:11:39:31] Installed runtime (3.2.0.2070) located at c:\Program Files\Common Files\Adobe AIR

            [2012-04-12:11:39:36] Launching subprocess with commandline c:\Program Files\Common Files\Adobe AIR\Versions\1.0\Resources\Adobe AIR Updater -installupdatecheck

            [2012-04-12:11:39:36] Runtime Installer end with exit code 0

            [2012-04-12:11:39:36] Runtime Installer begin with version 3.2.0.2070 on Windows 7 x86

            [2012-04-12:11:39:36] Commandline is: -installupdatecheck

            [2012-04-12:11:39:36] Installed runtime (3.2.0.2070) located at c:\Program Files\Common Files\Adobe AIR

            [2012-04-12:11:39:38] Performing pingback request

            [2012-04-12:11:39:42] Pingback request completed with HTTP status 200

            [2012-04-12:11:39:42] Starting runtime background update check

            [2012-04-12:11:39:42] Begin Background update download from http://airdownload.adobe.com/air/3/background/windows/x86/patch/3.2.0.2070/update

            [2012-04-12:11:39:42] Unpackaging http://airdownload.adobe.com/air/3/background/windows/x86/patch/3.2.0.2070/update to C:\Users\Owner\AppData\Roaming\Adobe\AIR\Updater\Background

            [2012-04-12:11:39:42] Runtime update not available

            [2012-04-12:11:39:42] Unpackaging cancelled

            [2012-04-12:11:39:42] Runtime Installer end with exit code 0

            [2012-04-12:11:57:53] Runtime Installer begin with version 3.2.0.2070 on Windows 7 x86

            [2012-04-12:11:57:53] Commandline is:

            [2012-04-12:11:57:53] Installed runtime (3.2.0.2070) located at c:\Program Files\Common Files\Adobe AIR

            [2012-04-12:11:57:59] Launching subprocess with commandline c:\Program Files\Common Files\Adobe AIR\Versions\1.0\Resources\Adobe AIR Updater -installupdatecheck

            [2012-04-12:11:57:59] Runtime Installer end with exit code 0

            [2012-04-12:11:57:59] Runtime Installer begin with version 3.2.0.2070 on Windows 7 x86

            [2012-04-12:11:57:59] Commandline is: -installupdatecheck

            [2012-04-12:11:57:59] Installed runtime (3.2.0.2070) located at c:\Program Files\Common Files\Adobe AIR

            [2012-04-12:11:58:01] Performing pingback request

            [2012-04-12:11:58:04] Pingback request completed with HTTP status 200

            [2012-04-12:11:58:04] Starting runtime background update check

            [2012-04-12:11:58:04] Begin Background update download from http://airdownload.adobe.com/air/3/background/windows/x86/patch/3.2.0.2070/update

            [2012-04-12:11:58:04] Unpackaging http://airdownload.adobe.com/air/3/background/windows/x86/patch/3.2.0.2070/update to C:\Users\Owner\AppData\Roaming\Adobe\AIR\Updater\Background

            [2012-04-12:11:58:04] Runtime update not available

            [2012-04-12:11:58:04] Unpackaging cancelled

            [2012-04-12:11:58:04] Runtime Installer end with exit code 0

            [2012-04-12:12:00:14] Runtime Installer begin with version 3.2.0.2070 on Windows 7 x86

            [2012-04-12:12:00:14] Commandline is: -uninstall

            [2012-04-12:12:00:14] Installed runtime (3.2.0.2070) located at c:\Program Files\Common Files\Adobe AIR

            [2012-04-12:12:00:14] Starting runtime uninstall. Uninstalling runtime version 3.2.0.2070

            [2012-04-12:12:00:14] Exiting due to error: [ErrorEvent type="error" bubbles=false cancelable=false eventPhase=2 text="Unhandled exception ArgumentError: invalid GUID "null"" errorID=0]

            [2012-04-12:12:00:14] Runtime Installer end with exit code 7

             

            I'm sure there must be a registry hack that will fix this, I can understand why you might not post it here but if there is one and you could let me have it privtely I' be most grateful!

             

            Glyn

            • 3. Re: Can not upgrade to latest AdobeAir Insall
              chris.campbell Adobe Employee

              Hi Glyn,

              Just to be clear, you're not seeing Adobe AIR in your remove programs control panel, correct?  Usually the Microsoft Fix It repairs these types of problems, so it's unfortunate that you're still seeing this.  The MSI logs might give us more information, you can find these in

               

              C:\Users\username\AppData\Local\Temp

               

              I just type "%temp%" in a windows explorer address bar to get to this location.

               

              Another thing you might want to try is to create a new, temporary, user account and try installing AIR from there.  Once installed, AIR should be available to all users on your system.

               

              Chris

              • 4. Re: Can not upgrade to latest AdobeAir Insall
                Glyn2012 Community Member

                Hi Chris,

                 

                The only .log file in my C:\Users\username\AppData\Local\Temp folder is AdobeARM.log, latest entries in there follows:

                 

                Adobe ARM 1.5.7.0 logging started.

                 

                Command Line:

                 

                ProductCode: {AC76BA86-7AD7-1033-7B44-AA1000000001}

                 

                ProductName: Adobe Reader X (10.1.2)

                 

                ProductVersion: 10.1.2

                 

                ProductUACPatching: enabled

                 

                Admin User, IsElevated returns 1

                 

                Found preference AUTO_ALL.

                 

                No CRD to store

                 

                New file object: AdbeRdrUpd1013.msp

                 

                ArmUpdate record found.

                 

                Newer version ARM Update is not available.

                 

                No CRD to store

                 

                InstallProductMsp...

                 

                    file - C:\ProgramData\Adobe\ARM\Reader_10.1.2\AdbeRdrUpd1013.msp

                 

                    args -

                 

                Installation returned ERROR_SUCCESS

                 

                *** Product after installation ***

                 

                ProductCode: {AC76BA86-7AD7-1033-7B44-AA1000000001}

                 

                ProductName: Adobe Reader X (10.1.3)

                 

                ProductVersion: 10.1.3

                 

                ProductUACPatching: enabled

                 

                ARM returns ERROR_SUCCESS

                 

                Adobe ARM 1.5.7.0 logging finished.

                 

                I did find the following in C:\Users\username\AppData\Local\Adobe\AIR\logs\Install.log

                 

                Runtime Installer begin with version 3.2.0.2070 on Windows 7 x86

                 

                Commandline is: -arp:uninstall

                 

                Installed runtime (3.2.0.2070) located at c:\Program Files\Common Files\Adobe AIR

                 

                Relaunching with elevation

                 

                Launching subprocess with commandline c:\program files\common files\adobe air\versions\1.0\resources\adobe air updater.exe -eu

                 

                Runtime Installer begin with version 3.2.0.2070 on Windows 7 x86

                 

                Commandline is: -stdio
                .\pipe\AIR_3748_0 -eu

                 

                Installed runtime (3.2.0.2070) located at c:\Program Files\Common Files\Adobe AIR

                 

                Starting runtime uninstall. Uninstalling runtime version 3.2.0.2070

                 

                Exiting due to error: [ErrorEvent type="error" bubbles=false cancelable=false eventPhase=2 text="Unhandled exception ArgumentError: invalid GUID "null"" errorID=0]

                 

                Exiting due to error: [ErrorEvent type="error" bubbles=false cancelable=false eventPhase=2 text="Unhandled exception ArgumentError: invalid GUID "null"" errorID=0]

                 

                Runtime Installer end with exit code 7

                 

                Adobe AIR does appear in “Uninstall or change a program”

                 

                 

                 

                 

                 

                 

                 

                Prompt in response to me taking uninstall option

                 

                 

                 

                 

                 

                 

                 

                 

                 

                Prompt in response to me taking uninstall option, I have Administrator rights

                 

                 

                 

                 

                 

                 

                 

                I will try and install AIR as a different user as you suggest .

                 

                 

                 

                Thank you for your help so far.

                 

                 

                 

                Glyn

                • 5. Re: Can not upgrade to latest AdobeAir Insall
                  chris.campbell Adobe Employee

                  Hi Glyn,

                  Would you be interested in doing a desktop sharing session with me so I could take a look at your computer?  Please feel free to email me at ccampbel@adobe.com.

                   

                  Thanks,

                  Chris

                  • 6. Re: Can not upgrade to latest AdobeAir Insall
                    Glyn2012 Community Member

                    Chris,

                     

                    Yes would be happy for you to have look around. May not be until Wednesday 18th if it’s going to be 09:00-17:00 BST?

                     

                    Glyn

                    • 7. Re: Can not upgrade to latest AdobeAir Insall
                      Glyn2012 Community Member

                      Chris,

                       

                      I happen to be around today if you’re free to have a look?

                       

                      KR

                       

                      Glyn