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© 2013 Adobe Systems, Inc. All rights reserved.

Updated Sep 22, 2014.

22   Troubleshooting and Support

Please also refer to the sections pertaining to specific deployment methods.

For more Macintosh specific information, see 16.8   Macintosh troubleshooting

22.1   Windows issues

Why do I get a Setup.ini not found error?

If you get a Setup.ini not found error, create an empty setup.ini file in the AIP’s root. If you are using the Wizard, make sure you’ve extracted the EXE prior to starting any configuration.

Why am I not getting the right language in the installed product, the logs, or some other feature?

When you are using a transform file, select the language as follows:

msiexec /i AcroStan.msi TRANSFORMS="1043.mst;Custom.mst" /qf

What are some common Windows cmd line syntax errors?

  • All mst files should be separated by semicolon (;).
  • The entire mst string along with separators must be enclosed in ” ”.

For example:

  • Correct: "<mst1>;<mst2>"
  • Incorrect: "<mst1>";"<mst2>"

Why am I getting a “Cannot use this product under a guest account” error?

Acrobat with a volume license will not run for users under a guest account. This error will appear if a local user account is in an administrator group as well as a guest group. Removing the user account from guest group usually resolves this issue. Verify any group policies applied to the user’s profile are not in the “guest” category.

Why does my patch or update result in the product being reverted to an earlier version?

All browsers must be closed. If they are not, it is possible that the updates will fail and the application version will be reverted to an earlier one. For more information, see this thread: http://forums.adobe.com/message/2902858#2902858.

Why does my install fail with a fatal error?

If the application event log generates errors similar to those below every time the PC is started and the installation is started over, verify the license key is correct.

EVENT ID: 1040
Beginning a Windows Installer transaction: {ac76ba86-1033-0000-7760-000000000004}.
Client Process Id: 1120.
EVENT ID: 1013
Product: Adobe Acrobat 9 Pro -- 1118################ error.
EVENT ID: 102
The install of application Adobe Acrobat 9 Professional from policy Install
- Adobe Acrobat 9 Professional failed.  The error was: Fatal error during installation.

Why doesn’t my install respect the “silent install” settings I specified with the Wizard?

If your command line is something like:

MSIEXEC /I C:\A9\AcroPro.msi TRANSFORMS="C:\A9\AcroPro.mst

. . . then you are not using Setup.ini your workflow. The Wizard rewrites Setup.ini when you specify a silent install to include this option. The silent install switch is not saved in the MST. Either run Setup.ini or change your command line to:

MSIEXEC /I C:\A9\AcroPro.msi TRANSFORMS="C:\A9\AcroPro.mst" /qn

Error 16 appears during GPO deployments

This error occurs because one of the product’s subdirectories under Program Files does not have the correct group permissions. To fix the problem, modify your GPO policy so that the Everyone group should have write permissions on the “Adobe PCDcache” folder.

I modified the installer tables directly, and now my install fails. Why?

Using the Wizard’s Direct Editor does not modify the original MSI. The Wizard operates on temporary copy which is later used to create MST.

Why do I see a “The upgrade cannot be installed by the windows installer service” error?

Error: “The upgrade cannot be installed by the windows installer service because the program to be upgraded may be missing, or the upgrade may update a different version of the program. Verify that the program to be upgraded exists on your computer and that you have the correct upgrade.”

If you see this error in the log file, you may be updating the product in an unsupported order. For example, 10.x installers are cumulative. You cannot install 10.1.1 over 10.1. 10.1.1 should be installed over 10.0.

Setup has detected that you already have a more functional product installed. Setup will now terminate.

This error appears for various reasons:

  • A lesser product is being installed over a more functional product; e.g. Acrobat Standard over Acrobat Pro or 10.1.1 over 10.1.2.
  • An AIP deployment is attempting to use an unsupported install order.
  • The uninstall of previous versions and products you did in order to avoid this issue was not clean. In this case, try Microsoft’s cleanup tool or Acrobat’s tool on LABs.

Error: Cannot use this product under a guest account

Guest accounts are not officially supported either by Acrobat or CS products, though workarounds have been reported in the forums.

Why do I get a serial number-LANG_LIST error?

When language values which the serial number does not support are provided as arguments to LANG_LIST, this error appears: “LANG_LIST contains values which does not match the serial number.”

Why do I get a Visual C++ 2010 SP1 (x64) runtime error during install?

Visual C++ 2010 SP1 (x64) is required on 64-bit machines during Acrobat installs. For details, refer to the IGNOREVC10RT 7   Adobe Properties documentation.

Why do I see Error: 213:11 during install or first launch?

First launch requires write access to a temp file in C:\ProgramData\Adobe\SLStore. For more information, see the Acrobat help.

Why does my 10.1.5 and later install invoke the UAC dialog?

This is not a common scenario in enterprise settings since admins typically disable UAC or deploy via methods that provide elevated privileges. 10.1.5 and later requires such methods. When UAC is not disabled, the dialog will always appear on Windows 7/Vista machines.

Why does my new Acrobat installation on WTS result in a crash?

Some users have experienced issues where Sophos Anti Virus software conflicts with Acrobat’s licensing components (e.g. PDApp.exe). If you are experiencing problems, try uninstalling Sophos.

What is the error “EmiOrientation: Verified that it is NOT a volume binary?”

The installer is expecting a volume installer but thinks you are using a retail installer. Possible reasons include:

  • You are using the wrong installer and may be entering a volume serial key in a retail binary. 9.x products have separate installers for Retail and Volume.
  • A volume serial number requires that it be used with a volume installer with its signature intact. For example, if you change the installer tables in the MSI via Orca, Admin Studio, or some other tool, the installer logic will mark that MSI as RETAIL build instead of volume build. It is unlikely (but possible) that the MSI’s digital signature was lost for some reason or that CryptQueryObject failed because the Crypto library on the system is missing or not functioning.
  • Verify you are updating in the required order. If using an AIP, throw away your old AIP and start over since you cannot slipstream updates in most cases. For 9.x products, slipstreaming the patches into a volume license version changes it into a retail copy and the volume license is no longer valid. See http://forums.adobe.com/message/2602438#2602438 for other reports of the same issue.

22.2   MSI errors (Windows)

Error 1327 - Invalid Drive [drive letter here]

See the Acrobat Help

It might also be worthwhile to check these registry values:

  • HKEY_CURRENT_USERSoftwareMicrosoftWindowsCurrentVersionExplorerUser Shell Folders
  • HKEY_LOCAL_MACHINESoftwareMicrosoftWindowsCurrentVersionExplorerUser Shell Folders

Error 1603 and installation or upgrade failures

1603 is an MSI error code that can be thrown as the result of a file conflict or permissions issue. This error also may appear if a previous uninstall was incomplete. If you see this error, try:

  • The suggestions on the Microsoft support site.
  • Using IGNOREAAM=1 in a command line installation.
  • Using the Cleaner tool to completely remove Acrobat, and then reinstall.

Error 1730, Broken-missing icons, and other issues appear after a GPO deployment

If you are attempting a per-user install, change the install to per-machine. Per-user installs are not supported.

Error 1935. An error occurred during the installation of assembly

See the Acrobat Help

Error 2203: Database: C:<productName>.msi cannot open Database file

AIPs should not be created on the drive root. Use TARGETDIR on the command line or the UI to specify another location.

22.3   Sharepoint

Why can’t I check out a file directly from SharePoint but can when I open a document library with IE?

Microsoft has confirmed a bug in the March 2013 update. There are other workarounds. To track this issue, see http://forums.adobe.com/message/6106294#6106294.

22.4   Generating a crash dump file

If you are experiencing application crashes, it may be useful to create a dump file. To do so:

  1. Install WinDbg from http://www.microsoft.com/whdc/devtools/debugging/installx86.mspx.
  2. Launch WinDbg via the shortcut.
  3. Choose File > Open Executable.
  4. Select the program exe. For example, choose Acrobat.exe from C:\Program Files\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe.
  5. Choose OK.
  6. Press g and Enter when you encounter the first breakpoint. You should see the text Debugger is running, and the application should launch.
  7. Open the file that produces the crash.
  8. After you successfully reproduce the crash scenario, enter the following in the WinDbg terminal: .dump /ma c:\temp.dmp.
  9. Choose Enter.

These steps produce the crash dump at C:\temp.dmp. Use this file for troubleshooting or provide it to your support contact. Support may also need the PDF file that cause the crash.

22.5   Contacting support

If you need to contact Adobe Technical Support, please prepare answers to the following questions:

  • Server software:

    • Management tool software version (e.g. Citrix, SMS, WTS, etc):
    • Operating system:
    • Service Packs:
    • Are the system requirements met?
  • Client software:

    • Operating system:
    • Service Packs:
    • Adobe product
    • Are the system requirements met?
  • Problem details:

    • Type of problem:
    • Error message (if any):
    • Logged on as administrator or user?
    • Problem persists as administrator?
    • Can you reproduce the problem when you test the problem on the server?

Deployment details

If you are having deployment problems, also record the following:

  • Base version
  • Any patching/chaining?
  • Using MSI or EXE?
  • Using the Customization Wizard?
  • Deployment method (AIP, GPO, SCCM, ARD?)
  • Installing over other products?
  • Did you attempt to install any third-party scripts or application programming interfaces (APIs) with Acrobat during deployment? If so, does the problem reside with these elements? (To find out, create a test package containing only Acrobat.)
  • How did you create the package?
  • Does the problem occur when you install the application from a DVD? If so, does the problem occur when you copy the contents of the DVD to a local or network drive?

22.6   Installation FAQs

For FAQs about a particular deployment method, refer to the documentation for that method.

Why does my installation of one product over another fail with a file-related error?

When installing a product of one type over another type, always uninstall the other product first. For example, when installing Acrobat Pro Extended on machines where Acrobat Standard is already installed, it is a best practice to uninstall the existing product first. You should not rely on MSI parameters such as REINSTALLMODE=amus (where “a” forces all files to be reinstalled), as this may result in a mixture of product files on the target machines.

How do I install a standalone instance of Adobe Acrobat X when I only have a Creative Suite 6 license?

See Installing Adobe Acrobat X Pro Standalone from CS6 Media using AAMEE 3.1.

Why am I getting a license prompt when Acrobat is installed from a licensed image?

Admins who configure machines that have been purchased from vendors with Acrobat preinstalled may not be able to use a single image across multiple machines. This is true when vendors provide machines with unique retail activation serial numbers rather than a single volume licensing serial number

For example, in the past the Dell factory preinstalled Acrobat Standard with a volume licensing serial number. Dell is now providing Acrobat XI Standard via their cloud distribution method (Dell Digital Delivery) retail activation serial numbers. These machines cannot be used to create an image that can be used on other machines.

For related information, see http://forums.adobe.com/message/5460079.

Why do users see an alert about Flash Player?

The product’s integration with Flash has been evolving across releases. While the product used to ship with Flash, the full Flash player was removed to improve security and reduce the number of product updates. The latest releases ship with no version of Flash, and instead rely on the player already resident on user machines to display Flash content, PDF Portfolios, and the right-hand Tools Panes.

This new strategy allows administrators to manage Flash Player updates independently of Acrobat product updates. Note that the Flash Active X component is not enough to display this content and a full Flash player must be installed. All Flash-related dependencies will likely be removed in the future. IT admins should download an installer suitable for distibution across their organization by starting here: http://www.adobe.com/products/players/flash-player-distribution.html

Why do I see a dialog which asks if I want to “replace or overwrite the existing file Adobe PDF.dll”?

10.1 and later only (not 11.x): This dialog appears after an incomplete uninstall where AdobePDF.dll is not removed from C:WindowsSystem32. Suppressing the dialog via MSI properties is not possible.

This is a known bug which may occur after EN_US is uninstalled and EFG was originally installed with CS 5.5. There are other known permutations, but the bug is most likely to manifest after an update to 10.1.

22.7   Collecting logs

The following sample scripts are provides as examples which may need modification by you. They are provided for informational purposes only.

22.7.1   Windows collector script

Note the following for Windows:

  • Irrespective of the current drive, the batch file saves the file in where the batch file is located.
  • Winzip needs to be installed at the default path (i.e Program Files).
@ECHO OFF

CLS

:log
echo All the logs will be collected in the OOBELogs folder created on Desktop

cd %USERPROFILE%\Desktop
md OOBELogs
cd OOBELogs

xcopy "%USERPROFILE%\Local Settings\Application Data\Adobe\AAMUpdater" AAMUpdater /s /I /C /F

systeminfo >systeminfo.txt


md logs
cd logs

copy "%temp%\amt3.log"
copy "%temp%\oobelib.log"
copy "%temp%\PDApp.log"
copy "%temp%\AdobeDownload\DLM.log"
copy "%temp%\AdobeDownload\DLM_Native.log"
copy "%temp%\PSE12Install.log"
copy "%temp%\PSE12Setup.log"
copy "%temp%\Elements12OrganizerInstall.log"
copy "%temp%\PSEPatcher12dot1.log"

copy "%temp%\PRE12Installer.log"
copy "%temp%\PRE12.log"
copy "%temp%\PRE12OEM.log"
copy "%temp%\Elements12OrganizerInstall.log"
copy "%temp%\PREPatcher12dot1.log"

copy "%ProgramFiles%\Common Files\Adobe\Installers\Adobe Setup Error.log.gz"
copy "%ProgramFiles(x86)%\Common Files\Adobe\Installers\Adobe Setup Error.log.gz"
    copy "%ProgramFiles(x86)%\Common Files\Adobe\Installers\PSE12 STI Installer 12.0*.log.gz"
copy "%ProgramFiles%\Common Files\Adobe\Installers\PSE12 STI Installer 12.0*.log.gz"
copy "%ProgramFiles(x86)%\Common Files\Adobe\Installers\PRE12 STI 64Installer 12.0 *.log.gz"
copy "%ProgramFiles%\Common Files\Adobe\Installers\ PRE12 STI Installer 12.0*.log.gz"

cd..

cd..

set PATH=%PATH%;%ProgramFiles%\WinZip;
set PATH=%PATH%;%ProgramFiles(x86)%\WinZip;
set PATH=%PATH%;%ProgramFiles%\WinRar;
set PATH=%PATH%;%ProgramFiles(x86)%\WinRar;

winzip32 -min -a -r OOBELogs.zip OOBELogs

winrar a -r OOBELogs.rar OOBELogs

22.7.2   Macintosh collector script

Note the following for Macintosh:

  • The locally copied script needs execution authority.
#!/bin/bash

#################################################################

echo "OOBE Logs will be collected in OOBELogs folder created on Desktop"

cd ~/Desktop/
mkdir OOBELogs
cd OOBELogs

mkdir Logs

    cd logs

    cp /tmp/oobelib.log oobelib.log
cp /tmp/amt3.log amt3.log
cp -r ~/Library/Logs/amt3.log amt3_new.log
cp -r ~/Library/Logs/oobelib.log oobelib_new.log
cp /library/logs/Adobe/Installers/*.* .
cp -r ~/Library/Logs/PDApp.log PDApp.log
cp -r ~/Library/Logs/AdobeDownload/DLM.log DLM.log
cp -r ~/Library/Logs/AdobeDownload/DLM_Native.log DLM_Native.log
cd ..

cp -r ~/Library/Application\ Support/Adobe/AAMUpdater/ ./AAMUpdater/


system_profiler >SystemInformation.txt

cd ../
cd ~/Desktop/

zip -r OOBELogs.zip OOBELogs

22.7.3   List of log files

Log files
Log File Purpose Path of logs created on Win Path of logs created on Mac
amt3.log (old location) licensing %temp% /tmp
amt3.log (new location) licensing %temp% ~/Library/Logs
PDApp.log licensing %temp% /Users/<User_name>/Library/Logs
oobelib.log AAMEE and serial number %temp% /tmp
oobelib.log (location updated)   %temp% ~/Library/Logs
swtag.log   %temp% /tmp
Installer Logs   Program FilesCommon filesAdobeInstallers /Library/Logs/Adobe/Installers
Updater Logs   Documents and Settings<user>Local SettingsApplication DataAdobeAAMUpdater1.0 ~/ Library/Application Support/Adobe/AAMUpdater/1.0/
LBS.log   %temp%AdobeDownload ~/ Library/Logs/AdobeDownload/
DLM.log   %temp%AdobeDownload ~/ Library/Logs/AdobeDownload/
DLM_Native.log   %temp%AdobeDownload ~/ Library/Logs/AdobeDownload/
ACC.log   %temp% ~/ Library/Logs/
CoreSync.log   %appdata%AdobeCoreSync ~/ Library/Application Support/Adobe/CoreSync/
CERServiceManager_native.log   %appdata%AdobeCEPServiceManager4logs ~/ Library/Application Support/Adobe/CEPServiceManager4/logs/
NELog.log   %temp% ~/ Library/Logs/
Vulcan.log   %appdata%AdobeCEPServiceManager4logs ~/ Library/Application Support/Adobe/CEPServiceManager4/logs/
AdobeIPCBroker.log   %temp% ~/ Library/Logs/

22.8   Miscellaneous

How do I block the sending of electronically signed documents (via EchoSign) at the firewall?

If you want to keep the EchoSign feature enabled but block sending of those documents via the EchoSign service, block https://secure.echosign.com/.