Troubleshoot Acrobat Reader download

Getting Acrobat Reader onto your computer is a two-step process.

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From time to time, your antivirus software may incorrectly identify the Acrobat Reader installer as malware. False error reports include “TrojWare.Win32.Trojan.Agent.Gen,” “Trojan/JmGeneric.bcy,” and “Suspicious.” Users also report “Failed to Initialize” errors and having the installer quarantined.

Antivirus software vendors and service providers actively update their software so that the Acrobat Reader installer is recognized as legitimate. Ensure that your antivirus software is up to date.

Certain conditions on your computer, such as security settings or browser cookies, can prevent the Acrobat Reader Installer from downloading. Often, the easiest way to resolve an unsuccessful download is to try the download again using a different browser. Try any of the following browsers that you are not already using:

• Mozilla Firefox 
• Microsoft Internet Explorer 
• Apple Safari 
• Google Chrome

If you still have trouble downloading Acrobat Reader, try using this direct download link. Select your operating system, language, and version, and then click Download now. Follow the onscreen instructions to complete the download.

An unstable Internet connection can prevent you from downloading from other websites. Try downloading a file from another website, such as www.microsoft.com, www.apple.com, or www.mozilla.com. If the problem persists, contact your network administrator, help desk resource, or Internet service provider (ISP). See Resolve an unstable Internet connection to the Adobe website or FTP site for details.

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 within the web browser you were using.

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

If one of the following errors occurs when you try to connect to or download from the Adobe website, work through the tasks below.

• Nothing happens.
• A file stops downloading prematurely.
• Any of the following errors occur:
  • "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 system freeze or an error message indicates a specific problem with your computer or the installation process. To troubleshoot further, see the solution associated with the error in the table below.

Visit the forums. See if other users are experiencing similar download and installation problems by visiting the Reader user-to-user forum, or the Deployment & Installation forum on AcrobatUsers.com. Try posting your problem on the forums for interactive troubleshooting. When posting on forums, include your operating system and your product's version number.