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

Note: Unless otherwise specified, all solutions in this document include both Acrobat and Adobe Reader. 

Different factors can interrupt the installation of an application, including the AutoPlay feature, 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. If necessary, Adobe Technical Support can use this information to better assist you.

Note: This document doesn't address problems related to serial numbers. For these problems, contact Adobe Customer Services at US: (800) 833-6687, UK: 0207 365 0733. For other countries, visit Adobe.com and select your country via the link at the top of the page.

Beginning troubleshooting

These tasks can help you resolve the most common installation problems. Before performing 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.

1. Make sure that the system meets the minimum requirements for your product.

Adobe Reader 9

  • 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). Or Windows Server 2003 (with Service Pack 2 for 64 bit). Or Windows Vista Home Basic, Home Premium, Business, Ultimate, or Enterprise with or without Service Pack 1 (32 bit and 64 bit). Microsoft Windows 7 Starter, Home Premium, Professional, Ultimate, or Enterprise (32 bit and 64 bit). Or Microsoft Windows 2000 Service Pack 4.

Note: Microsoft Windows 7 requires Adobe Reader 9.2 or later.

  • Internet Explorer 6 or greater is required.
  • 128 MB of installed RAM (256 MB recommended)
  • 335 MB of available hard disk space

    Note: The installer creates temporary files during installation so the actual hard disk space required at that time is greater than the values listed.
  • 800 x 600 minimum screen resolution
  • Video hardware acceleration optional

Acrobat 9 Standard

  • 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). Or Windows Server 2003 (with Service Pack 2 for 64 bit). Or Windows Vista Home Basic, Home Premium, Business, Ultimate, or Enterprise with or without Service Pack 1 (32 bit and 64 bit).
  • Internet Explorer 6 or greater is required.
  • 256 MB of ram (512 MB recommended)
  • 985 MB of available hard-disk space

    Note:The installer creates temporary files during installation so the actual hard disk space required at that time is greater than the values listed.
  • 1,024 x 768 screen resolution
  • DVD-ROM drive

Acrobat 9 Pro 

  • 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). Or Windows Server 2003 (with Service Pack 2 for 64 bit). Or Windows Vista Home Basic, Home Premium, Business, Ultimate, or Enterprise with or without Service Pack 1 (32 bit and 64 bit).
  • Internet Explorer 6 or greater is required.
  • 256 MB of ram (512 MB recommended)
  • 2.13 GB of available hard-disk space

    Note: The installer creates temporary files during installation so the actual hard disk space required at that time is greater than the values listed.
  • 1,024 x 768 screen resolution
  • DVD-ROM drive

Acrobat 9 Pro Extended

  • 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). Or Windows Server 2003 (with Service Pack 2 for 64 bit). Or Windows Vista Home Basic, Home Premium, Business, Ultimate, or Enterprise with or without Service Pack 1 (32 bit and 64 bit).
  • Internet Explorer 6 or greater is required.
  • 512 MB of RAM
  • 2.35 GB of available hard-disk space
  • 1,024 x 768 screen resolution
  • DVD-ROM drive

Supported UNIX platforms for Adobe 3D Capture Utility (optional)

  • Sun Solaris 2.8: UltraSPARC processor
  • IBM AIX 5.2: POWER4 or PowerPC 604 processor
  • SGI IRIX 6.5: RISC 5000 processor
  • HP-UX 11.0: PA-RISC 2.0 processor
  • UNIX Capture Utility: 200 MB of available hard-disk space

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

To check available hard disk space, open Windows Explorer, and 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 available space doesn't appear, choose View > Status Bar, and make sure that Status Bar is selected.) Make sure that the Windows disk 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 Windows Help.

2. Check the DVD and DVD drive. (Acrobat only)

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

Verify that the DVD 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 drive manufacturer or the computer manufacturer.

3. Log in as an Administrator, and then install Acrobat.

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

4. Create a different (Administrator) user 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 Windows Help.

5. Install Acrobat from the hard disk instead of the CD. 

Device driver conflicts can prevent Acrobat from installing directly from the CD. Install Acrobat from setup files copied to your hard disk to avoid conflicts.

  1. Insert the Acrobat disc into the DVD drive.
  2. Copy the Acrobat folder from the Acrobat disc to your desktop.
  3. Run the Acrobat installer from the Acrobat folder on your desktop, and then follow the onscreen instructions to complete installation.

6. Install Acrobat in simplified mode. (Windows XP and Vista)

Software and services that load automatically with Windows (for example, virus protection utilities) can cause problems. Try reinstalling Acrobat while Windows is in simplified mode. If this method doesn't resolve the problem, try installing and running Acrobat on a different computer, or on a different hard drive.

Copy the Acrobat installation files to the desktop: 

  1. Insert the first Acrobat disc into your DVD drive.
  2. Create a folder on your desktop named "Acrobat Install."
  3. Click Start, and then click Computer.
  4. Right-click the DVD drive, and then click Explore.
  5. Copy the Acrobat folder from the DVD to the folder you created on your desktop.

Start either Windows XP or Vista in simplified mode:

  1. Choose Start, type msconfig in the Search box, and press Enter.
  2. On the Startup tab, click Disable All.
  3. On the Services tab, select Hide All Microsoft Services, click Disable All, and then click OK.
  4. In the System Configuration dialog box, click OK then Restart.
  5. Start the Acrobat installer "setup.exe" in the Acrobat folder, and then follow the onscreen instructions.

Re-enable startup items and services:

  1. Choose Start, type msconfig in the Search box, and press Enter.
  2. Choose Normal Startup on the General tab, click OK, and restart the computer.

Intermediate troubleshooting

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

Note: These steps free up hard disk space and remove any damaged files (permanent and temporary) that the installer must overwrite but can't. Normally, the installer removes temporary files after it completes an installation. If problems occur, temporary files are not removed. The installer can return an error the next time you try to install Acrobat.

  1. Exit from all applications.
  2. Uninstall Acrobat.
  3. Search for and delete any .tmp files on your computer.
  4. Delete the following items, if present, from the Documents and Settings/[user profile]/Local Settings/Temp folder:
  • Folders: _istmp[x].dir
  • Files:

    _ins[x]._mp

    _inst32i.ex_

    _inz[x]._mp

    _isdel.exe

    _istmp[x].dir

    _setup.dll

    _setup.lib

    _wutl[x].dll

    ~ins[x].~mp

    where "[x]" is any number

7. Install Acrobat to a different hard disk.

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.

8. Repair and defragment hard disks, and then install Acrobat.

Installation problems can occur if hard disks contain damaged sectors or fragmented files. Repair and defragment hard disks by using the error-checking tool and the Disk Defragmenter utility included with Windows. You can also use a third-party disk utility, such as Symantec Norton Utilities. Run these utilities on each hard disk or partition. For instructions, see Windows Help or the documentation included with the utility.

After you repair and defragment hard disks, install Acrobat in simplified mode. (For instructions, see task 6 in "Beginning troubleshooting.")

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.

9. Check the system for viruses.

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.

10. Custom install Acrobat components.

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:

  1. Start the Acrobat installer.
  2. Click Next in the Adobe Acrobat 9 Setup dialog box.
  3. Follow the onscreen instructions to read the introduction, select a language, and accept the license agreement.
  4. Enter your name, your organization (optional), and the serial number for your copy of the program. Click Next.
  5. Click Next in the PDFMaker Installation And Integration Information dialog box.
  6. Select a Custom installation, and then click Next.
  7. Click Next in the Caching The Installer dialog box.
  8. Deselect all the components to install the core features of Acrobat, and then click Next.
  9. After the core features are installed, start the Acrobat installer and select Modify. Then select a desired component.
  10. Click Update to begin the component installation, and then click Finish to complete the installation.
  11. Repeat steps 9-11 to install each remaining component.

Advanced troubleshooting

If the tasks in the previous section don't resolve the problem, then hardware can 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, contact Adobe Technical Support for a new DVD.

Still need help?

1. Visit the forums.

See if other users are experiencing similar installation problems by visiting the user-to-user forums at http://www.adobe.com/support/forums/main.html, 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.

2. Contact Adobe Technical Support

Chat with a customer service specialist if a Chat Now button appears to the upper right, or try the other support resources. Have your serial number ready. If you can't locate your serial number, see Find a product serial number (tn_15290). 

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