Having trouble downloading and installing Adobe Acrobat Reader? Try these solutions in this order.

Complete the two-step installation

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

  1. If you see the following page, click Install now to download the latest version of Reader.

    Install Acrobat Reader
  2. Run the installer to install Acrobat Reader. Be sure to allow enough time for both steps to complete. For detailed instructions, see:


    If you don't see a confirmation window indicating Acrobat Reader was downloaded and installed, look to see if your browser has opened a downloads window. Some browsers are set to open a separate window for downloads, but it’s possible that other open applications or windows are hiding the download window. If you find the downloads window, double-click the Reader .exe file to continue the download and installation process. (On Mac OS, double-click the .dmg file.)

Enable JavaScript in your browser

Set your browser to enable JavaScript. If you don't know how to set this browser preference, see the topic “Make sure JavaScript is enabled” for either Windows or Mac OS.

Check for antivirus updates

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.

Use a different web browser

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.

Make sure that your Internet connection is stable

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.


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).

Update the video card driver (Windows only)

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.)

Error codes

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.

Symptom or error
  • "Metafile download failed" error
  • "Actionlist not found" error
  • "Retrieving install..." message, but no activity for several minutes. 

Error installing Reader | Proxy server environment

  • Can't download Reader from the Adobe website.
  • Can't open the Reader installation file. 
  • "The extraction failed for an unknown reason. The program has been closed without installing...." This error can occur after you download Reader successfully or if you download the installation file and double-click it to start the installation.   

Troubleshoot Acrobat Reader installation | Windows
Troubleshoot Acrobat Reader installation on Mac OS

Installation starts but a frozen cursor, frozen screen, or an error message interrupts startup.

Fix an interrupted installation of Acrobat 9 or Reader 9

(Windows only)
Error 1402: Could not open key [key name]
Error 1406: Could not write value folders to key [key name]

Error 1402 or error 1406 when installing Acrobat or Reader

(Windows only)
Error 1606: Could not access network location Startup 

Error 1606 when installing CS4 or Acrobat 8, 9

(Windows only)
Error 1635: This patch package could not be opened 

Error 1635 about a patch not opening when installing Acrobat 8 or Reader 8

Still need help?

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.  

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