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.
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.
Note: Microsoft Windows 7 requires Adobe Reader 9.2 or later.
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.
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.
Log in to the local machine with the Administrator account and 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.
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.
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:
Start either Windows XP or Vista in simplified mode:
Re-enable startup items and services:
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.
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 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.
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 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.
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.
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).