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This document can help you resolve problems that interrupt the installer for Adobe Acrobat and Adobe Reader. These problems can manifest themselves in many ways, including but not limited to a frozen cursor or screen, or an error.
Note: Unless otherwise specified, all solutions in this document include both Acrobat and Adobe Reader. Different factors can interrupt the installation of an application, including the AutoPlay feature, incorrect data in the Windows registry, and hardware problems. To get the most from this document, perform the tasks in order.
Keep a log of the tasks you perform and the results of each, including errors or problematic behavior. If necessary, Adobe Technical Support can use this information to better assist you. Note: This document doesn’t address problems related to serial numbers. For other countries, visit Adobe. These tasks can help you resolve the most common installation problems.
Before performing any of these tasks, back up all personal files. Always restart the computer after a system error occurs to refresh its memory. Continuing to work without restarting the computer can compound the problem. To check available hard disk space, open Windows Explorer, and select the disk on which you want to install Acrobat. The amount of available space appears at the bottom of the Explorer window. For instructions, see Windows Help.
Examine the Acrobat DVD for dirt, dust, or fingerprints. Gently wipe the bottom of the disc from the center outward with a soft, lint-free cloth. If it can’t, then examine the DVD caddy or loading tray for dirt, and clean it with a lint-free cloth.
A user account can be corrupt or have security settings that prevent the installer from working properly. Installing Acrobat under a new user account can circumvent these issues. For instructions on how to create a user account, see Windows Help. Device driver conflicts can prevent Acrobat from installing directly from the CD.
Install Acrobat from setup files copied to your hard disk to avoid conflicts. Software and services that load automatically with Windows for example, virus protection utilities can cause problems.
Try reinstalling Acrobat while Windows is in simplified mode. If this method doesn’t resolve the problem, try installing and running Acrobat on a different computer, or on a different hard drive. If the tasks in the previous section don’t solve the problem, try the following intermediate troubleshooting tasks.
Note: These steps free up hard disk space and remove any damaged files permanent and temporary that the installer must overwrite but can’t. Normally, the installer removes temporary files after it completes an installation. If problems occur, temporary files are not removed. The installer can return an error the next time you try to install Acrobat. Hard disk problems can prevent Acrobat from installing correctly. By installing Acrobat to a different hard disk, you can verify if the original hard disk is preventing installation.
Installation problems can occur if hard disks contain damaged sectors or fragmented files. Repair and defragment hard disks by using the error-checking tool and the Disk Defragmenter utility included with Windows. You can also use a third-party disk utility, such as Symantec Norton Utilities. Run these utilities on each hard disk or partition.
For instructions, see Windows Help or the documentation included with the utility. After you repair and defragment hard disks, install Acrobat in simplified mode. For instructions, see task 6 in “Beginning troubleshooting. Note: Make sure that the disk utility repairs any errors that it detects. If you defragment a disk that contains errors, you can lose data. If the utility detects errors that it cannot fix, contact the computer manufacturer for assistance.
System viruses can cause erratic behavior and prevent Acrobat from installing. Use current anti-virus software, such as McAfee VirusScan, to check your system for viruses. Make sure that you have the latest virus definitions for the anti-virus software you use.
Although virus infections are rare, they can cause strange system behavior, including system errors. Running virus-detection software regularly prevents viruses from damaging software on your system. For instructions, see the documentation for the anti-virus software. An individual component can cause Acrobat to install incorrectly. By installing the components separately, you can isolate the one that causes the problem.
If the tasks in the previous section don’t resolve the problem, then hardware can be conflicting with Acrobat. Try to install Acrobat on a different computer to determine if the problem is unique to your computer. If the problem is unique to your computer, contact the computer manufacturer.
Try posting your problem on the forums for interactive troubleshooting. When posting on forums, include your operating system and your product’s version number. Chat with a customer service specialist if a Chat Now button appears to the upper right, or try the other support resources.
Internet Explorer 6 or greater is required. Acrobat 9 Standard. Acrobat 9 Pro. Acrobat 9 Pro Extended. Sun Solaris 2. Acrobat only. Log in as an Administrator, and then install Acrobat. Log in to the local machine with the Administrator account and install Acrobat.
Create a different Administrator user account and then install Acrobat. Install Acrobat from the hard disk instead of the CD. Insert the Acrobat disc into the DVD drive. Copy the Acrobat folder from the Acrobat disc to your desktop. Run the Acrobat installer from the Acrobat folder on your desktop, and then follow the onscreen instructions to complete installation.
Install Acrobat in simplified mode. Windows XP and Vista. Copy the Acrobat installation files to the desktop:. Insert the first Acrobat disc into your DVD drive. Create a folder on your desktop named “Acrobat Install. Click Start, and then click Computer. Right-click the DVD drive, and then click Explore.
Copy the Acrobat folder from the DVD to the folder you created on your desktop. Start either Windows XP or Vista in simplified mode:.
Choose Start, type msconfig in the Search box, and press Enter. On the Startup tab, click Disable All. Start the Acrobat installer “setup. Re-enable startup items and services:. Intermediate troubleshooting. Exit from all applications. Uninstall Acrobat. Search for and delete any. Install Acrobat to a different hard disk.
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