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Troubleshoot Adobe Reader download problems (6.0-7.0 on Windows)

What's covered

Can't download Adobe Reader from the Adobe website

Can't find the Adobe Reader installer after you download it

Can't install Adobe Reader after you download it

Because downloading files involves many variables, you may encounter a variety of problems when downloading Adobe Reader from the Adobe website. You may be unable to connect to the Internet, a file may stop downloading prematurely, you may be unable to locate the Adobe Reader installer after downloading it, or you may experience errors or other unexpected behavior while installing Adobe Reader. Use the following troubleshooting guidelines to eliminate the problem.

Note: Adobe doesn't support third-party software, such as web browsers.

Before you download Adobe Reader, make sure that your system meets these minimum requirements:

Adobe Reader 7.0:

-- Intel Pentium-class processor

-- Windows XP Professional or Home Edition with SP1 or SP2, or Tablet PC Edition; Microsoft Windows 2000 with Service Pack 2 (SP2)

-- 128 MB of RAM

-- 90 MB of available hard-disk space for the full version

-- 800 x 600 monitor resolution

-- Microsoft Internet Explorer 5.5 or later

Adobe Reader 6.0:

-- Pentium-class processor

-- Windows XP Professional, Home, or Tablet PC Edition; Windows Me; Windows 2000 Professional SP2; Windows NT Workstation 4.0 SP6; Windows 98 Second Edition

-- 32 MB of RAM (64 MB recommended)

-- 80 MB of available hard disk space

-- 800 x 600 monitor resolution

-- Microsoft Internet Explorer 5.01 or later, Netscape Navigator 7.0 or later, or America Online 6.0 or later

Can't download Adobe Reader from the Adobe website

If you try to connect to or download from the Adobe website and one or more of the following problems occur, work through the tasks in this section:

-- Nothing happens.

-- Any of the following errors occur:

"The Adobe Download Manager does not work with your current network configuration . . ."

"The server returned extended information"

"Connection failure has interrupted the download. Check your Internet settings and click retry"

"Cannot connect to server, server cannot be found"

-- A file stops downloading prematurely.

1. Make sure that your Internet connection is stable.

Try to download a file from another popular web site, such as http://www.microsoft.com/ , http://www.apple.com/ , or http://www.netscape.com/ . If you can't download from other popular web sites, your Internet connection may be unstable, and you should contact your network administrator, helpdesk resource, or Internet service provider (ISP) to resolve the problem. See document 323068 , "Resolve an unstable Internet connection to the Adobe website or FTP site" for more information.

After you establish a stable Internet connection, try to download the file again. If the original attempt to download the file was interrupted, restart the download process: Choose Start > Programs > Adobe > Adobe Download Manager, and then click Continue.

2. Download when there is less activity on the Internet.

A high volume of activity can interfere with an Internet connection. For best results, try to download files when there is less activity (for example, late in the evening, early in the morning, or on weekends).

3. Increase available disk space.

If your hard disk doesn't have enough available space to store the file you want to download, the download may stop prematurely. You should verify that your hard disk has enough space for the file. To increase space, delete unnecessary files and applications, and then use a disk utility to defragment the hard disk. For assistance, see Windows Help.

4. Set security options to the default level. (Internet Explorer only)

If you use Internet Explorer 5.0 or later, make sure that the security options in the Internet Properties utility are set to the default level for your zone. High security can prevent you from downloading files. See Internet Explorer Help for details.

Note: If you prefer to use a higher security option, see your network administrator or contact Microsoft.

5. Disable or remove download, firewall, or proxy software.

If you installed Internet download software, or if you run firewall or proxy software, disable the software, remove it, or contact its manufacturer to ensure that it works as expected and isn't damaged or incorrectly configured. Contact your network administrator for assistance.

Can't find the Adobe Reader installer after you download it

If you can't find the Adobe Reader installer after you download it, work through the tasks in this section.

1. Determine if Adobe Download Manager is installed.

By default, when you click the Download button for Adobe Reader on the Adobe website, Adobe Download Manager is automatically installed first. Download Manager then starts and downloads the Adobe Reader installer to your computer.

Note : If you selected Do Not Use Adobe Download Manager when you downloaded Adobe Reader, proceed to task 3, "Determine if the Adobe Reader installer is on your computer."

To determine if Download Manager is installed, check if Adobe Download Manager is listed under Currently Installed Programs:

-- In Windows XP, choose Start > Control Panel > Add Or Remove Programs.

-- In Windows 2000, NT, Me, or 98, choose Start > Settings > Control Panel, and then double-click Add/Remove Programs.

If Download Manager is listed, continue as follows:

1. Choose Start > Programs > Adobe > Download Manager.

2. In the Browse For Folder dialog box, choose a location for the installation files, and then click OK. (The Temp folder is the default location.) Download Manager then automatically starts the Reader installer. If it doesn't, or if an error or warning occurs (such as "There are no files to download at this time"), go to task 3, "Determine if the Adobe Reader installer is on your computer."

If Download Manager isn't listed, continue as follows:

1. Go to the Adobe website at www.adobe.com/products/acrobat/readstep2.html .

2. Choose a language, platform, and connection speed.

3. Deselect Download The Adobe Yahoo! Toolbar.

4. Deselect Also Download Free Photoshop Album 2.0 Starter Edition.

5. Make sure that Do Not Use Adobe Download Manager is deselected, and then click Continue.

6. Follow the on-screen instructions to open or save the installation file. (If you select Open in the File Download dialog box, the installation file isn't copied to the local hard drive and isn't available for future installations. If you save the file to your hard drive, you must double-click the file to begin the installation process.)

Note: If a security warning asks you if you want to install and run Adobe Reader, click Yes.

2. Determine if the Download Manager installer is on your computer.

If you selected Save instead of Open in the File Download dialog box, the Download Manager installer gets copied onto your computer without starting Download Manager. To determine if Download Manager is on your computer, search for the Download Manager installer by its file name:

-- AdbeRdr70_DLM_enu.exe (Adobe Reader 7.0)

-- AdbeRdr60_DLM_enu_full.exe (Adobe Reader 6.0)

If the file is on your computer, double-click it to start Download Manager. Download Manger then automatically starts the Adobe Reader installer.

3. Determine if the Adobe Reader installer is on your computer.

To determine if the Adobe Reader installer is on your computer, search for it by its file name (for example, AdbeRdr70_DLM_enu.exe for Reader 7.0 or AdbeRdr60_enu.exe for Reader 6.0). To determine the name of the file you downloaded, return to the download page. If the file is on your computer, double-click it to install Adobe Reader.

Can't install Adobe Reader after you download it

If you can't install Adobe Reader after you download it, work through the tasks in this section.

Note: If you receive a "Corrupt cabinet file" error message when you double-click the Adobe Reader installer, see document 323346, "Error 'Corrupt cabinet file' When Downloading a File."

1. Install Adobe Reader in a simplified Windows mode.

Because device drivers can interfere with opening or installing files, restart Windows in a simplified mode to disable the device drivers, and then install Adobe Reader.

To start Windows in a simplified mode:

Windows XP:

1. Choose Start > Run.

2. Type msconfig in the Open text box, and then press Enter.

3. Click the Startup tab, click Disable All, and then click OK.

4. In the System Configuration dialog box, click Restart.

5. Press F8 when you see the message "For Advanced Startup Options . . . ;"

6. Select VGA Mode from the list of startup options.

7. In the Desktop dialog box, click OK to start Windows.

Windows 2000 and NT:

1. Move all icons and shortcuts from the following locations to another folder. (You can move them back after you install Acrobat.)

-- Windows 2000:

Documents and Settings/ [user profile] /Start Menu/Programs/Startup

Documents and Settings/All Users/Start Menu

-- Windows NT:

Winnt/Profiles/ [user profile] /Start Menu/Programs/Startup

Winnt/Profiles/All Users/Start Menu/Programs/Startup

2. Restart Windows in VGA mode:

-- In Windows 2000, restart the computer. Press F8 when you see the message "For Advanced Startup Options . . . ;" and then select VGA Mode from the list of startup options.

-- In Windows NT, restart the computer, and choose Windows NT (VGA Mode) from the Startup menu.

3. Close any running applications or utilities (that is, any applications that appear in the taskbar and the System Tray.)

Windows 98:

1. Choose Start > Run.

2. Type msconfig in the Open text box, and then click OK.

3. Click the General tab to start the System Configuration Utility.

4. Select Diagnostic Startup - Interactively Load Device Drivers And Software, and then click Apply.

5. Click OK, and then click Yes in the Systems Settings Change dialog box to restart Windows in Safe mode:

6. Select option 3, Safe Mode, from the Microsoft Windows 98 Startup Menu, and then press Enter.

2. Check the name of the downloaded file.

Make sure that the name of the file you downloaded doesn't have extra underscore characters. For example, if the original file name is AdbeRdr70 DLM enu.exe, make sure that the file name for the downloaded file isn't AdbeRdr70_DLM_enu.exe. If the file name contains underscores, restore it to the original file name. (You can usually see the original file name on the web page from which the file was downloaded.) For more information, see document 321526 , "file name contains underscore when downloaded from Adobe site with Internet Explorer."

3. Update the video card driver.

Many video card manufacturers frequently update their software drivers. If you haven't recently updated the video card driver, contact the video card manufacturer for an updated driver, or download one from the manufacturer's website. (To determine the manufacturer of a video card, view the card's properties in Device Manager.)

4. Download and run the installer on another computer.

To verify that the file you downloaded isn't damaged, try running the installer file on another computer that meets the system requirements for Adobe Reader. If errors or other unexpected behavior occurs, the installer is likely damaged. Download the file again, or see document 323023 , "Resolving Damaged Downloads."

5. Install Adobe Reader to individual workstations.

You cannot install Adobe Reader onto a network drive and share it on multiple workstations. Instead, you need to install Adobe Reader onto each workstation or in each user's folder.


Related Documents

315823: Introduction to Adobe Reader 6.0

Document 328652
Last edited - 01/20/2006

 

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