TechNote (Archived)

Troubleshoot problems when downloading or installing Acrobat Reader (5.0 on Mac OS)

What's covered

Locating the Acrobat Reader installer after downloading

Can't find the Acrobat Reader you want to download

Can't connect to the Adobe website

Errors or unexpected behavior while downloading

Errors or unexpected behavior after downloading

Because downloading files involves many variables, you may encounter a variety of problems when installing Adobe Acrobat Reader or downloading it from the Adobe website. (Adobe Reader was named "Adobe Acrobat Reader" for versions 5.x and earlier.) You may be unable to connect to the Internet, a file may stop downloading prematurely, you may be unable to locate the Acrobat Reader installer after downloading it, or you may experience errors or other unexpected behavior while installing Acrobat Reader. Use the following troubleshooting guidelines to eliminate the problem.

This document is intended for those familiar with basic downloading procedures. If you are new to Acrobat Reader, see 315823 , "Introduction to Adobe Reader 6.0." If you are new to downloading files, see document 316431 , "Introduction to downloading files from the Adobe website."

Note: Adobe does not support third-party software, including, but not limited to web browsers.

Before you download Acrobat Reader 5.x, make sure that your system meets the minimum requirements:

-- PowerPC processor

-- Mac OS X, 9.1, 9.0.4, or 8.6

-- 32 MB of RAM (with virtual memory on) (64 MB recommended)

-- 24 MB of available hard disk space

Locating the Acrobat Reader installer after downloading

When you download Acrobat Reader, a web browser usually prompts you to specify a name and location for the downloaded file. To ensure that you can locate downloaded files, specify a convenient location, such as the desktop.

If you can't locate the Acrobat Reader installer after downloading it to your hard disk, then complete one or more of the following solutions.

Solution 1: Search for the file, and then move it to a convenient location.

1. In the Finder, choose File > Find.

2. Type rdrweb.sit in the text box, and then click the magnifying glass icon (Mac OS 9.x), or Find (Mac OS 8.6).

3. Move the file to a convenient location (for example, the desktop), and install from that location.

Solution 2: Check the default folder for downloaded files.

Refer to the documentation or support resources for your web browser to determine the default folder it uses to store downloaded files. Then, look in that folder for the file.

Solution 3: Use a different application to download the file.

Use a different web browser or contact the manufacturer of the application you use to verify that the software works as expected and is not damaged or incorrectly configured.

Solution 4: Download the file again.

When your web browser prompts you to choose a location for the file, specify a convenient location, such as the desktop, and note the name of the file so that you can find it after the download is complete.

Can't find the Acrobat Reader you want to download

Acrobat Reader is available for a variety of platforms and languages on the Adobe website at www.adobe.com/products/acrobat/readstep2.html .

Can't connect to the Adobe website

When you try to connect to or download from the Adobe website, one or more of the following may occur:

-- An error message appears.

-- Nothing happens.

If any of these occurs, then complete one or more of the following solutions. Then, if you still can't connect to the Adobe website, work through the solutions in the next section.

Solution 1: Download from a different website.

Try downloading from another popular site, such as www.download.com , www.microsoft.com/downloads/ , or www.apple.com/downloads/ . If you can't download from popular sites, then your Internet connection may be unstable and you should contact your network administrator, helpdesk resource, or Internet Service Provider (ISP) to resolve the problem. See document 323068 , "Troubleshooting Web Browser Connection Problems While Downloading on Adobe.com," for more information.

Solution 2: Download at a different time of day.

If you receive the message, "The server returned extended information", then try downloading when there is less activity on the Internet, such as late evening, early morning, or weekends:

Solution 3: Use a different application.

Use a different web browser or contact the manufacturer of the application you use to verify that the software works as expected and is not damaged or incorrectly configured.

-- If you use Microsoft Internet Explorer, search the Microsoft Knowledge Base at http://search.support.microsoft.com .

-- If you use Netscape Navigator, search the Netscape technical support database at http://help.netscape.com/search.html .

Errors or unexpected behavior while downloading

When you try to download from the Adobe website, one or more of the following problems may occur:

-- Nothing happens.

-- An error message appears.

-- A file stops downloading prematurely.

If any of these problems occur, then complete one or more of the following solutions.

Solution 1: Check your hard disk for available space.

Ensure that your hard disk has enough space for the file you are downloading. To increase space, delete unnecessary files and applications, and then use a disk utility to defragment the hard disk. For assistance, see the Mac OS online Help.

Solution 2: Change the browser's security level.

If you use Internet Explorer 4.0 or later, make sure that the security level for your zone is set to Medium (the default) in the Internet Explorer preferences. A High security setting can prevent files from downloading.

Solution 3: Check firewall or proxy software.

If you have installed an Internet download application or if you are running firewall or proxy software, then disable it, remove it, or contact its manufacturer to ensure that it works as expected and is not damaged or incorrectly configured. If you connect to the Internet through a firewall or proxy server, then it may be configured incorrectly. Contact your network administrator for assistance.

Errors or unexpected behavior after downloading

If you can't install Acrobat Reader after downloading it, then complete one or more of the following solutions, and then try to install it.

Solution 1: Disable extensions.

Use the Extensions Manager to disable extensions that may interfere with opening or installing downloaded files. (Make sure that extensions that are required for Internet access are enabled.) For assistance with the Extensions Manager, see the Mac Help.

Solution 2: Rebuild the desktop.

Rebuild the desktop to ensure that Mac OS is properly associating file types with applications. To rebuild the desktop, restart the computer with the Command and Option keys held down until the message "Are you sure you want to rebuild the desktop file?" appears, and then click OK.

Solution 3: Remove and reinstall the browser.

Remove and reinstall the application associated with the file you downloaded. For example, if the name of the file ends with .bin, remove and reinstall Allume StuffIt Deluxe, Allume StuffIt Expander, or other application you use to open .bin files. After reinstalling the application, reinstall any updates, patches, or service packs you may have for it.

Solution 4: Run the downloaded installer on another computer.

Make sure that the file you downloaded is not damaged: Run the installer file on another computer that meets the Acrobat Reader system requirements. If errors or other unexpected behavior occurs, the installer is likely damaged. Redownload the file, or see document 323023 , "Resolve damaged downloads."