There are two primary logs: one for the installer application and one for the Updater which is responsible for detecting and downloading updates as well as invoking the installer. Apple’s Installer.app creates an install log that should contain all basic success and failure details. Solved: Hello all and Happy new Year, We have Adobe Reader DC installed across 4000+ machines in our estate, we would like to be able to turn on automatic - 10840005. The True Key pack has already been installed but the reader refuses to be installed! I've tried downloading the installer many times and I always get 'Adobe Acrobat Reader DC did not install successfully.' I have already updated Chrome. And none of the troubleshooting tips from Adobe has been useful. Restore one Adobe Reader plug-in at a time and attempt to reproduce the error. If the problem recurs, then record the plug-in name, move the plug back to the new folder, and repeat step 6. After you test all of the Adobe Reader plug-ins, proceed to step 9. If the problem does not occur, then repeat step 6 with the next plug-in.

1. Adobe Reader Troubleshooting Windows 10
2. Problems With Adobe Reader
3. Adobe Acrobat Reader Troubleshooting Guide

Logging¶

There are two primary logs: one for the installer application and one for the Updater which is responsible for detecting and downloading updates as well as invoking the installer.

Install log¶

Apple’s Installer.app creates an install log that should contain all basic success and failure details. The file is located at /private/var/log/install.log created by Apple’s Installer.app.

By default, the installer logs only necessary information in installer log. However, it is possible to configure the log to provide debug output for 10.x and later products.

To set this preference, do the following:

1. Go to Users/<username>/Library/ApplicationSupport/Adobe/Acrobat/(version), or create it if it doesn’t exist.

2. Open com.adobe.acrobat.InstallerOverrides.plist, or create it if it doesn’t exist.

3. Create following key-value pair: AcroPatchLogLevel:debug

debug logging

4. Save and close the file.

Updater log¶

The Updater creates a log at Users/<username>/Library/Logs/Adobe/{applicationname}Updater.log. By default, it provides non-verbose output. To change the default:

1. Go to Users/<username>/Library/Preferences.

2. Open to com.adobe.ARM.plist.

Note

Create the file if it does not exist. The file will not exist unless the Updater has run at least once.

3. Create a new key if it does not exist: LogLevel.

4. Set LogLevel:

5. Save and close the file.

The log size limit is as follows: If an existing log is bigger than 1 MB, the Updater truncates the log. Old log files are backed up once as Adobe Acrobat/Reader Updater-old.log and overwrites any existing old.log.

The following sample should be modified to suit your environment.

Log collector tool¶

Use the log collector utility to access all the log files.

List of log files¶

FAQs¶

Where can I get Acrobat installers?

If you no longer have the Acrobat installation media, you can download replacement installers from the Licensing Web Site (LWS). If you don’t have access, get recent and legacy versions from the Download Page.

Can I downgrade my product or install an older Acrobat version?

Adobe Reader Troubleshooting Windows 10

Yes. In enterprise environments that require a legacy product version, contact Support for details about buying a current volume license for discontinued products.

Problems With Adobe Reader

I deployed a DC product in my enterprise, and end users are still be asked to sign in. Why?

When a DC product is licensed correctly, end users should not need to sign in. There are several ways to license/activate Acrobat:

• Use the Wizard to grant an offline activation exception and disable registration.

• For imaged deployments, use APTEE.

• Follow the supported licensing methods.

Adobe Acrobat Reader Troubleshooting Guide

Can I mix and match installs with serial numbers and named users?

Yes. On both Macintosh and Windows.

Where can I get legacy product installers for Acrobat?

See https://helpx.adobe.com/acrobat/kb/acrobat-downloads.html

Why don’t my plist preferences take effect?

After you’ve modified setting in a plist, restart the machine or run killallcfprefsd.

Are there conflicting processes during installs?

Installs should take place on machines where there are no instances of an Acrobat product or plugin running.

Why does my serial number not validate?

If validation occurs through an authenticating proxy, the Adobe Provisioning Tool may fail to validate a serial number.

Contacting support¶

If you need to contact Adobe Technical Support, please prepare answers to the following questions:

• Server software:

  • Operating system:

  • Service Packs:

  • Are the system requirements met?

• Client software:

  • Operating system:

  • Service Packs:

  • Adobe product

  • Are the system requirements met?

• Problem details:

  • Type of problem:

  • Error message (if any):

  • Logged on as administrator or user?

  • Problem persists as administrator?

  • Can you reproduce the problem when you test the problem on the server?

Deployment details

If you are having deployment problems, also record the following:

• Base version

• Any patching/chaining?

• Using the Wizard?

• Installing over other products?

• Did you attempt to install any third-party scripts or application programming interfaces (APIs) with Acrobat during deployment? If so, does the problem reside with these elements? (To find out, create a test package containing only Acrobat.)

• How did you create the package?