TechNote

Troubleshoot errors or freezes during installation (Acrobat 7.0 or 3D on Windows)

What's covered

Beginning troubleshooting

Intermediate troubleshooting

Advanced troubleshooting

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

Please note that this document doesn't address problems related to serial numbers. For these problems, contact Adobe Customer Services at 800-833-6687.

Different factors can interrupt the installer of an application, including the Autoplay feature of Windows or an application, 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. (You can download a log from www.adobe.com/support/pdfs/ts_log.pdf , or you can create your own.) Adobe Technical Support can use this information to better assist you, should you need to call.

Beginningtroubleshooting

The tasks in this section 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 may compound the problem.

1. Make sure that the system meets the minimum requirements for Acrobat.

Acrobat 7 may not install correctly if the system doesn't meet the following system requirements:

-- Intel Pentium-class processor

-- Microsoft Windows XP Professional or Home Edition with Service Pack 1 or 2, or XP Tablet PC Edition, or Windows 2000 with Service Pack 2 (SP2)

-- 128 MB of RAM (256 MB recommended)

-- 460 MB (Professional) or 360 MB (Standard) of available hard-disk space; optional installation files cache (recommended) requires an additional 300 MB of available hard-disk space.

-- 1024 x 768 (Professional) or 800 x 600 (Standard) screen resolution

-- CD-ROM drive, if installing from a CD

-- Microsoft Internet Explorer 5.5 or later

-- Internet or phone connection required for product activation

Acrobat 3D may not install correctly if the system doesn't meet the following system requirements:

-- Intel Pentium processor (Pentium 4 or M recommended)

-- Windows XP Professional or Home Edition, or Windows XP Tablet PC Edition, or Microsoft Windows 2000 with Service Pack 2

-- 512MB of RAM (1GB recommended)

-- 1GB of available hard-disk space (includes cache for optional installation files)

-- 1,024x768 screen resolution

-- CD-ROM drive, if intalling from a CD

-- Video card with pixel shader support and DirectX 8.1 required for video hardware acceleration (recommended for optimal performance)

-- Microsoft Internet Explorer 5.5 or later

-- Internet or phone connection required for product activation

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

To check available hard disk space, open Windows Explorer, and then 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 amount doesn't appear at the bottom of the window, choose View > Status Bar, and make sure that Status Bar is selected.) Make sure that the disk on which Windows is installed 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 the documentation included with Windows.

2. Check the CD and CD-ROM drives.

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

Verify that the CD-ROM drive can read other CDs. If it can't, examine the CD caddy or loading tray for dirt, and clean it with a lint-free cloth. If it still can't read other CDs, contact the CD-ROM drive manufacturer or the computer manufacturer.

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

4. Create a new user account and then install Acrobat.

A user account may be corrupt or have security settings that prevent the installer from working properly. Installing Acrobat under a new user account may circumvent these issues. For instructions on how to create a new user account, see the documentation included with Windows.

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

Device driver conflicts may prevent Acrobat from installing directly from CD. Installing Acrobat from setup files copied to your hard disk may avoid conflicts.

To install Acrobat from the hard disk:

1. Insert the Acrobat CD into the CD-ROM drive.

2. Copy the Acrobat folder from the Acrobat CD to your desktop.

3. Run the Acrobat installer from the Acrobat folder on your desktop, and then follow the on-screen instructions to complete installation.

6. Install Acrobat in a simplified mode.

Device drivers and software that load automatically with Windows (for example, screen savers, virus protection utilities) can conflict with the Acrobat installer. To prevent conflict, reinstall Acrobat while Windows is in a simplified mode, which disables some nonstandard device drivers.

To install Acrobat in a simplified mode:

-- Windows XP:

1. Insert the Acrobat CD into the CD-ROM drive.

2. Copy the Acrobat folder on the Acrobat CD to the desktop.

3. Disable startup items and restart Windows in VGA mode:

a. Choose Start > Run.

b. Type msconfig in the Open text box, and then press Enter.

c. Click the Startup tab, click Disable All, and then click OK.

d. In the System Configuration dialog box, click Restart.

e. Press F8 when you see the message "For Advanced Startup Options . . . "

f. Select VGA Mode from the list of startup options.

g. In the Desktop dialog box, click OK to start Windows.

4. Start the Acrobat installer in the Acrobat folder, and then follow the on-screen instructions.

-- Windows 2000:

1. Insert the Acrobat CD into the CD-ROM drive.

2. Copy the Acrobat folder on the Acrobat CD to the desktop.

3. Move all icons and shortcuts from the following locations to another folder. (You can move them back after you install Acrobat.)

-- Documents and Settings/[user profile]/Start Menu/Programs/Startup

-- Documents and Settings/All Users/Start Menu

4. Restart the computer and press F8 when you see the message "For Advanced Startup Options . . . "; select VGA Mode from the list of startup options.

5. Close any running applications or utilities (that is, any applications that appear in the taskbar and the System Tray).

6. Start the Acrobat installer in the Acrobat folder, and then follow the on-screen instructions.

Intermediate troubleshooting

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

Before you complete each task in this section, complete the following steps:

Note: These steps free up hard disk space and remove any damaged files (permanent and temporary) that the installer needs to overwrite but can't. Normally, the installer removes temporary files after it completes an installation. If problems occur, causing temporary files to remain, the installer may 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 either the error-checking tool and the Disk Defragmenter utility included with Windows or a third-party disk utility, such as Symantec Norton Utilities. You should run such utilities on each hard disk or partition. For instructions, see the documentation included with Windows or the utility.

You should run such utilities on each hard disk or partition. After you repair and defragment hard disks, install Acrobat in a simplified mode. (For instructions, see task 6.)

Note: Make sure that the disk utility repairs any errors that it detects. If you defragment a disk that contains errors, you may 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 7.0 Setup dialog box.

3. Follow the on-screen 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, and then click Next.

5. Click Next in the Caching The Installer dialog box.

6. Click Next in the PDFMaker Installation And Integration Information dialog box.

7. Select a Custom installation, and then click Next.

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, hardware may be conflicting with Acrobat.

11. Try to install Acrobat on a different computer.

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.

12.Visit theAdobe User to User Forums.

You can see if other Adobe customers have a similar problem by visiting the User to User Forums at www.adobeforums.com.

If you confirm that the problem happens on other computers, Adobe Technical Support may be able duplicate and research the problem. Otherwise, refer to the system- or hardware-related information in Related Records.