Resolve Acrobat Reader download issues

Issue: Unable to download and install Adobe Acrobat Reader

Occasionally, you might face issues when downloading Acrobat Reader. Download issues may occur due to one of the following reasons:

  • Your computer isn't connected to the Internet, or there is a problem with your Internet settings.
  • Your antivirus software needs to be updated.
  • You may not be connected to the Adobe server.

Steps to troubleshoot

Step 1: Enable JavaScript

Step 2: Check for Anti-Virus updates

Your antivirus software may incorrectly identify the Acrobat Reader installer as malware and give false error reports, such as:

  • TrojWare.Win32.Trojan.Agent.Gen
  • Trojan/JmGeneric
  • Suspicious
  • Failed to Initialize

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

Step 3: Try a different browser

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

  • Mozilla Firefox 
  • Apple Safari 
  • Google Chrome

To learn how to run the installer to install Acrobat Reader, see the following:

Step 4: Try a direct download link

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

Step 5: ensure a stable internet connection

An unstable Internet connection can prevent you from downloading from other websites. Try downloading a file from websites like, or If the problem persists, contact your network administrator, help desk resource, or Internet service provider (ISP).

For details, learn how to Resolve an unstable Internet connection to the Adobe website or FTP site.

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.

Step 6: 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.

Step 7: troubleshoot specific errors

Refer to the following list of errors to identify the error and the corresponding solution.

Issue or Error



  • Error: Metafile download failed
  • Error: Actionlist not found
  • "Retrieving install..." message, but no activity for several minutes.



  • Can't download Reader from the Adobe website.
  • Can't open the Reader installation file. 
  • Error: 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.   


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

(Windows only)

  • Error 1402: Could not open key [key name]
  • Error 1406: Could not write value folders to key [key name]

(Windows only)

  • Error 1606: Could not access network location Startup 

(Windows only)

  • Error 1635: This patch package could not be opened 

Still need help?

Visit the Acrobat Reader Community Forum or the Deployment & Installation Forum to connect with other users experiencing similar download and installation problems.

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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