Troubleshoot installation errors or freezes for Acrobat 9 | Windows XP

This document can help you resolve problems that interrupt the installer for Adobe Acrobat. These problems can manifest themselves in many different ways, including (but not limited to) a frozen cursor or screen, or an error.

This document doesn't address problems related to serial numbers. For these problems, contact Adobe Customer Services at (800) 833-6687.

Different factors can interrupt the installer of an application, including the Autoplay feature of Windows or an application, 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. Adobe Technical Support can use this information to better assist you if you call.

The tasks in this section can help you resolve the most common installation problems. Before you perform 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.

Acrobat 9 can't install correctly if the system doesn't meet the following system requirements:

• 1.3-Ghz processor or higher
• Microsoft Windows XP Home, Professional,or Tablet PC Edition with Service Pack 2 or 3 (32 bit and 64 bit)
  Windows Server 2003 (with Service Pack 2 for 64 bit)
  Windows Vista Home Basic, Home Premium, Business, Ultimate, or Enterprise with or without Service Pack 1 (32 bit and 64 bit)
  
  Note: MS Hot Fix KB-930627 is required for:
  Microsoft Windows XP Home, Professional, or Tablet PC Edition with Service Pack 2 64 bit
  Windows Server 2003 with Service Pack 2 for 64 bit;
• For Acrobat Pro Extended - Minimum 512 MB of RAM (No Mac Pro Extended Product)
  For Acrobat Pro - 256 MB of RAM (512 MB of RAM recommended)
  For Acrobat Standard - 256 MB of RAM (512 MB of RAM recommended)
  For Acrobat Reader - 128 MB of RAM (256 MB of RAM recommended)
• For Acrobat Pro Extended - 2.35 GB of available hard-disk space
  For Acrobat Pro - 2.06 GB of available hard-disk space
  For Acrobat Standard - 2.06 GB of available hard-disk space
  For Acrobat Reader - 145 MB of available hard-disk space
• 1024 x 768 (Professional and Standard) or 800 x 600 for Reader(Recommended 1024 x 768) screen resolution
• DVD drive, if installing from a DVD
• Video hardware acceleration optional
• Acrobat Pro Extended, Acrobat Pro and Acrobat Standard - Microsoft Internet Explorer 6.0
  For Acrobat Reader - Internet Explorer 6.0 and 7.0, Firefox 1.5, and Mozilla 1.7
• Internet or phone connection required for product activation

To check how much RAM is installed, choose Start > Control Panel, and double-click System. The amount of RAM is listed on the lower half of the General tab in the System Properties window.

To check available hard disk space, open Windows Explorer, and then select the disk on which you want to install Acrobat. The amount of available space appears at the bottom of the Explorer window. (If the amount doesn't appear at the bottom of the window, choose View > Status Bar, and make sure that Status Bar is selected.) Make sure that the disk on which Windows is installed has at least 10% of its space available, even if you install Acrobat on a different disk or partition.

To increase available hard disk space, search for and delete any *.tmp files on your computer. For instructions, see the documentation included with Windows.

Dust or dirt on a DVD can interfere with an installation and prevent the DVD-ROM drive from recognizing the DVD. Examine the Acrobat DVD for dirt, dust, or fingerprints. Gently wipe the bottom of the DVD from the center outward with a soft, lint-free cloth.

Verify that the DVD-ROM drive can read other DVDs. If it can't, then examine the DVD caddy or loading tray for dirt, and clean it with a lint-free cloth. If it still can't read other DVDs, then contact the DVD-ROM drive manufacturer or the computer manufacturer.

Log in to the local machine with the Administrator account and then install Acrobat.

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 the documentation included with Windows.

Device driver conflicts can prevent Acrobat from installing directly from DVD. Installing Acrobat from setup files copied to your hard disk can avoid conflicts.

To install Acrobat from the hard disk:

Device drivers and software that load automatically with Windows (for example, screen savers, virus protection utilities) can conflict with the Acrobat installer. To prevent conflict, reinstall Acrobat while Windows is in a simplified mode. This mode which disables some nonstandard device drivers.

To install Acrobat in a Windows simplified mode, do the following:

If the tasks in the previous section don't solve the problem, try the following intermediate troubleshooting tasks.

Before you complete each task in this section, complete the following steps:

Note: These steps free up hard disk space and remove any damaged files (permanent and temporary) that the installer needs to overwrite but can't. Normally, the installer removes temporary files after it completes an installation. If problems occur, causing temporary files to remain, 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 either the error-checking tool and the Disk Defragmenter utility included with Windows or a third-party disk utility, such as Symantec Norton Utilities. For instructions, see the documentation included with Windows or the utility.

Run such utilities on each hard disk or partition. After you repair and defragment hard disks, install Acrobat in a simplified mode. (For instructions, see task 6.)

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.

To custom install Acrobat components:

If the tasks in the previous section don't resolve the problem, then hardware could 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. If the problem occurs on multiple computers, it could be a faulty DVD. Contact Adobe Technical Support.

You can see if other Adobe customers have a similar problem by visiting the User to User Forums at www.adobeforums.com.

If you confirm that the problem happens on other computers, Adobe Technical Support may be able duplicate and research the problem. Otherwise, see the system- or hardware-related information in Related Records.