TechNote

Troubleshoot installation and startup issues in Adobe Acrobat 8.x, 3D 8, 9 (Windows Vista)

What's covered

• Resolve installation issues
• Resolve startup issues

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.

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..

You must be logged on as an administrator to perform some of the procedures in this document.

Important: Some of the procedures in this document may initiate a User Access Control dialog that asks for your permission to continue. Read the details in the dialog to determine if you want to continue. If you choose to cancel the dialog, then you will not be able to continue with that troubleshooting step.

The steps in this document that refer to the Control Panel are in reference to the Classic view. The following demonstration illustrates how to switch the Control Panel to Classic view.

Resolve installation issues

The tasks in this section can help you resolve the most common system errors. Before performing any of these tasks, back up all personal files (for example, Acrobat files you created). Always restart the computer after a system error occurs to refresh its memory. Continuing to work without restarting the computer may compound the problem.

Note: Some of these procedures require you to locate hidden files and hidden folders. Some procedures require you to locate files by their full file names, which include extensions (for example, example_filename.ini). By default, Windows Explorer doesn't show hidden files, hidden folders, and file name extensions that it recognizes.

To show hidden files, hidden folders, and all filename extensions in Windows Explorer:

1. In Windows Explorer, choose Organize > Folder And Search Options.
2. Click the View tab in the Folder Options dialog box.
3. In Advanced Settings, select Show Hidden Files And Folders.
4. Deselect Hide Extensions For Known File Types.
5. Click OK.

The following demonstration illustrates how to show hidden files and folders.

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

Acrobat may not install or start correctly on a system that doesn't meet the minimum system requirements. To find the minimum system requirements for your specific version of acrobat. Go to the product page for that version on http://www.adobe.com/products/ and click the system requirements link.

To check basic system information, such as processor speed and how much RAM is installed, choose Start > Control Panel > System.

2. Install the latest version of Acrobat.

The latest version of Acrobat may be more compatible with the operating system and drivers. Before you install an update, make sure that the system meets the requirements. To check if an update is available, go to the Adobe website at www.adobe.com/support/downloads. Note: Acrobat 8.1 or higher is required for Windows Vista and Office 2007 compatability

3. Troubleshoot serial number problems.

If Acrobat returns the error message "You have entered an invalid Serial Number" after you enter the serial number during the installation, then do one or more of the following tasks:

• Delete the serial number from the Serial Number field, and then reenter it exactly as it appears on the back of the Acrobat installation disc case.
• Remove any spaces before you enter the serial number: Place the cursor at the far right edge of the Serial Number field and press the Backspace key until the cursor is at the left edge of the field.
• Reenter the serial number using different numeric keys. For example, use the numeric keys above the alpha characters instead of the numeric keys on the keypad.
• Be sure to type zeros as zeros, not as the letter "O".

4. Check the CD/DVD and CD/DVD-ROM drive.

Dust or dirt on a CD can interfere with an installation and prevent the CD/DVD-ROM drive from recognizing the CD/DVD. 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/DVD-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 CDDs, contact the CD/DVD-ROM drive manufacturer or the computer manufacturer.

5. Turn off Virus Protection software.

Virus protection software is designed to prevent viruses from installing. When you install Acrobat, the virus protection software can think that a virus is being installed and cause problems with the installation. If you previously attempted to install Acrobat while your virus protection program was on, remove Acrobat and reinstall it after disabling your virus software.

6. Delete previously installed application files.

Files that are installed during a failed installation use hard disk space and can cause problems the next time you run the installer. If an attempt to install Acrobat fails, remove the program and then try to reinstall it. If you attempt to reinstall Acrobat without first removing the previous installation, then the installer may not be able to overwrite the existing files, and the hard disk may not have enough free space for the application. If reinstalling still does not work, run the cleanup script for your application.

To remove previous Acrobat installation attempts:

1. Choose Start > Control Panel.
2. Double-click Prgrams And Features, select Adobe Acrobat and click Uninstall/Change.
3. After the removal is complete, restart your computer, and install Acrobat
   
   If errors persist, proceed with step 4:
   
   
4. Download the Adobe CS3Clean Script and carefully follow all instructions for running it. You can download the script from the Adobe website at www.adobe.com/support/contact/cs3clean.html.

7. Install Acrobat from the desktop.

Some system components--for example, device drivers and virus protection utilities--can conflict with the Acrobat installer and result in an incomplete or failed installation. To prevent these conflicts, install Acrobat from the desktop.

1. Insert the Acrobat Disk into your DVD-ROM drive.
2. Copy the Adobe Acrobat folder from the Acrobat DVD-ROM to the desktop.
3. Open the Adobe Acrobat folder on the desktop.
4. Double-click the Setup.exe file, and follow the on-screen instructions.

8. If the installation is slow or appears to freeze, disable System Restore.

The Acrobat installation may take as long as an hour when System Restore is enabled.

Note: Disabling System Restore deletes previously stored restore information. For more information about System Restore, see Windows Help.

To disable System Restore:

1. Choose Start > Control Panel > System, and then click the System Restore tab.
2. Select Turn Off System Restore.

9. Reinstall Acrobat in diagnostic mode.

Some applications or services may cause system errors or freezes when running concurrently with Acrobat. Before starting Acrobat, disable other applications, including startup items and services (items that start automatically with Windows).

To disable startup items and non Microsoft services:

1. Quit all applications.
2. Choose Start, type msconfig in the Search text box, and press Enter.
3. Write down all unselected items under the Startup and Services tabs.
4. Click the General tab, and choose Selective Startup.
5. Click the Startup tab and select Disable All.
6. Click the Services tab, and check Hide All Microsoft Services.
7. Select Disable All then re-select any services that are essential for testing the problem. If you are unsure whether an item is essential, leave it deselected (disabled).
8. Click Apply, and restart Windows for the changes to take effect.
   
   Note: Upon restart, you'll be notified that the System Configuration utility has made changes to the way that Windows starts up. Click OK. When the System Configuration utility appears click Cancel.
   
   
9. Right-click icons in the Notification Area and close or disable any startup items that are still active.

Then, try to re-create the problem:

• If the problem no longer occurs, one of the startup items is the cause of the problem.
• If the problem recurs, startup items are not the cause of the problem and you can re-enable them:
  1. Choose Start, type msconfig in the Search text box, and press Enter.
  2. Click the General tab, and choose Normal Startup.
  3. Deselect any items that you wrote down in Step 3 of the previous section.
  4. Click Apply, and restart Windows for the changes to take effect.

10. Disable Windows Aero.

Aero is a new hardware-based graphical user interface in Windows Vista. It is intended to offer more advanced features than are available in the standard interface, including new transparencies and animations.

1. Choose Start > Control Panel.
2. Double click Personalization and select Window Color And Appearance.
3. Select Windows Color And Appearance.
4. Click Open Classic Appearance Properties For More Color Options.
5. Select a Color Scheme other than Windows Aero and click OK.
6. Re-create the problem behavior, and then do one of the following:
   • If the problem doesn't recur, then Aero is the cause.
   • If the problem recurs, then Aero isn't the cause. Re-enable Aero.

The following movie illustrates how to disable Windows Aero.

To re-enable Aero, do the following:

1. Choose Start > Control Panel.
2. Double click Personalization and select Window Color And Appearance.
3. Select Windows Color And Appearance.
4. Choose Windows Aero from the Color Scheme menu and click OK.

11. Disable UAC (User Access Control).

Important: This procedure involves disabling User Access Control. This feature is intended to prevent administrative accounts from performing undesired actions that may affect the system. Disabling UAC removes these notifications. You must restart your system after you disable or re-enable UAC.

For more information on UAC, see the Microsoft Windows Vista support site.

• Choose Start > Control Panel.
• Double click User Accounts.
• Select Turn User Account Control On Or Off.
• Deselect Use User Account Control (UAC) To Help Protect Your Computer and click OK.
• Click Restart Now.

The following demonstration illustrates how to disable User Account Control.

To re-enable UAC:

• Choose Start > Control Panel.
• Double click User Accounts.
• Select Turn User Account Control On Or Off.
• Select Use User Account Control (UAC) To Help Protect Your Computer and click OK.
• Click Restart Now.

The following demonstration illustrates how to enable User Account Control.

12. Optimize handling of temporary files by Windows Vista.

Windows and applications store working data in temporary (.tmp) files that they create on the hard disk. Excessive or outdated temporary files can interfere with performance of Windows or applications.

Delete temporary files either by using the Disk Cleanup utility included with Windows or by using the following instructions. Make sure that at least 1 GB of free space is available on the hard disk to which temporary files are written. To start Disk Cleanup, choose Start > All Programs > Accessories > System Tools > Disk Cleanup. For information about Disk Cleanup, see Windows Help.

To manually delete temporary files:

Note: Repeat this procedure periodically. Windows deletes temporary files when Windows and applications close normally. When Windows or an application crashes, however, temporary files can accumulate on the hard disk.

1. Quit all applications.
2. Choose Start and type *.tmp in the Search text box.
3. After the search results appear, choose Organize > Select All.
4. Choose Organize > Delete. Click Yes to confirm that you want to send the files to the Recycle Bin.
5. Remove any files you don't want to delete from the Recycle Bin, and then empty the Recycle Bin. Windows deletes all temporary files not in use.

To make sure that at least 1 GB of free space is available on the hard disk to which temporary files are written:

1. Quit all applications.
2. Choose Start > Control Panel.
3. Double click System and select Advanced system settings from the Tasks pane.
4. Click the Advanced tab, and then click Environment Variables.
5. In the User Variables For [user profile] area, locate TEMP in the Variable column, and note the folder listed in the Value column. If the complete pathname for the folder isn't visible, double-click TEMP in the Variable column, and note the folder name in the Variable Value box.
   
   Note: If a TEMP variable doesn't exist, then contact your system administrator for assistance.
   
   
6. In Windows Explorer, verify that the folder you noted in step 4 exists on a non-compressed disk partition that has at least 1 GB of free space:
   • If the folder doesn't exist, then create it: Right-click the drive, choose New Folder from the menu, and type the folder name you noted in step 4 (for example, Temp).
   • If the disk doesn't have enough free space, then create additional space by removing unnecessary files. To determine the amount of free space, right-click the disk and choose Properties from the menu.

13. 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. Follow the on-screen instructions to read the introduction, select a language, and accept the license agreement.
3. Enter your name, your organization (optional), and the serial number for your copy of the program, in the appropriate boxes as you encounter them.
4. When given the option, select a Custom Installation, and then click Next.
5. Deselect all the components to install the core features of Acrobat, and then click Next.
6. After the core features are installed, start the Acrobat installer, and select Modify. Then select a desired component.
7. Click Update to begin the component installation, and then click Finish to complete the installation.
8. Repeat the last two steps to install each remaining component.

14. 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.

Resolve startup issues

Work through these tasks to resolve problems that occur when you try to start Acrobat.

1. Re-create the Acrobat preferences folder.

Re-create the Acrobat preferences folder to eliminate problems that damaged preferences might cause.

Note: Custom settings for Collaboration, JavaScripts, Organizer, Security, Stamps, Color Management, Auto Fill, Web Capture and Updater will be affected by using this solution.

To re-create the Acrobat Preferences folder:

1. Quit Acrobat.
2. In Windows Explorer, go to Documents and Settings\ [username] \Application Data Adobe\Acrobat\8.0 folder and move the Preferences folder to another location (for example, C:\Temp).
3. Start Acrobat. Acrobat creates a new Preferences folder.
4. If the problem recurs after you re-create the Acrobat Preferences folder, the problem isn't related to the Preferences folder. To restore custom settings, drag the file you moved in step 2 back to its original location, and then click Yes to replace the new Preferences folder.

2. Troubleshoot plug-in conflicts.

Determine whether the problem is being caused by plug-ins.

To troubleshoot plug-in conflicts:

1. Start Acrobat without any plug-ins running.
   • Double click on the Acrobat shortcut on the Desktop.
   • Immediately after double-clicking, press and hold the left Shift key on the keyboard.
     • If the Comments menu item is not present, then close Acrobat and repeat step 1.
     • If the Comments menu item is present, then proceed to step 2.
2. Attempt to reproduce the error.
   • If the problem goes away, then proceed to step 3.
   • If the problem persists, then proceed to the next section of this document, "Intermediate troubleshooting."
3. Close Acrobat.
4. Remove third-party plug-ins from the Acrobat plug-ins folder. The default location for the Acrobat plug-ins folder is Program Files\Adobe\Acrobat [ Version Number ]\Acrobat\plug_ins.
5. Start Acrobat and attempt to reproduce the error.
   • If the problem does not occur, then proceed to step 8.
   • If the problem recurs, then proceed to step 6. Leave the third party plug-ins out of the Acrobat plug-ins folder.
6. Move all remaining plug-ins into a new folder.
7. Restore one Acrobat 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 Acrobat plug-ins, proceed to step 9.
   • If the problem does not occur, then repeat step 6 with the next plug-in.
8. Move one third-party plug-in back to the Acrobat plug-ins folder and attempt to reproduce the error.
   • If the problem doesn't occur, then repeat steps 8 with another third-party plug-in.
   • If the problem recurs, then contact the developer of the plug-in for assistance with there plug-in.
9. Run a detect and repair on Acrobat with the corrupted Acrobat plug-ins removed from the Acrobat folder.
   • Remove all corrupted plug-ins recorded in step 7 from the Acrobat plug-ins folder.
   • Choose Start > Run, type appwiz.cpl in the Open text box, and then click OK to open the Add Or Remove Programs dialog box.
   • Select Acrobat and click Change.
   • When prompted, confirm that you want to repair Acrobat.

3. Update the video card driver.

Many video card manufacturers frequently update their software drivers. If you haven't recently updated the video card driver, contact the video card manufacturer for an updated driver, or download one from the manufacturer's website. (To determine the manufacturer of a video card, view the card's properties in Device Manager.)

4. Install current Windows service packs and other updates.

Updates to the Windows operating system improve its performance and compatibility with applications. You can obtain Windows service packs and other updates from the Microsoft website at http://www.windowsupdate.com. For assistance installing service packs and other updates, contact Microsoft technical support.

Important: Before you install a system update, check the system requirements for Acrobat (and any third-party software or hardware you may use with Acrobat) to ensure compatibility. If the update isn't listed, then contact Adobe or the manufacturer of your third-party software or hardware.

5. Run Acrobat while no other applications are running.

Some applications or services may cause system errors or freezes when running concurrently with Acrobat. Before starting Acrobat, disable other applications, including startup items and services (items that start automatically with Windows).

To disable startup items and non Microsoft services:

1. Quit all applications.
2. Choose Start, type msconfig in the Search text box, and press Enter.
3. Write down all unselected items under the Startup and Services tabs.
4. Click the General tab, and choose Selective Startup.
5. Click the Startup tab and select Disable All.
6. Select any startup items that are essential for testing the problem. If you are unsure whether an item is essential, leave it deselected (disabled).
7. Click the Services tab, and check Hide All Microsoft Services.
8. Select Disable All then re-select any services that are essential for testing the problem. If you are unsure whether an item is essential, leave it deselected (disabled).
9. Click Apply, and restart Windows for the changes to take effect.
   
   Note: Upon restart, you'll be notified that the System Configuration utility has made changes to the way that Windows starts up. Click OK. When the System Configuration utility appears click Cancel.
   
   
10. Right-click icons in the Notification Area and close or disable any startup items that are still active.

Then, try to re-create the problem:

• If the problem no longer occurs, one of the startup items is the cause of the problem.
• If the problem recurs, startup items are not the cause of the problem and you can re-enable them:
  1. Choose Start, type msconfig in the Search text box, and press Enter.
  2. Click the General tab, and choose Normal Startup.
  3. Deselect any items that you wrote down in Step 3 of the previous section.
  4. Click Apply, and restart Windows for the changes to take effect

The following demonstration illustrates how to disable startup items.

6. Scan the system for viruses.

Use current anti-virus software (for example, Symantec Norton AntiVirus or McAfee VirusScan) to check the system for viruses. Virus infections can damage software and cause system errors. For more information, see the documentation for the anti-virus software.

7. Run Acrobat in a new user account.

Create a new user account that has the same permissions as the account that you use when the problem occurs. If the problem doesn't recur, then the original user account may be damaged. For instructions on creating a new user account, see "To add a new user to the computer" in Windows Help or contact your system administrator.

The following demonstration illustrates how to create a new administrator account.

8. Verify that other device drivers are compatible with Windows Vista.

If updating the video card driver doesn't resolve the problem, then verify that all other device drivers are compatible with Windows Vista. Device drivers are software files that allow Windows to communicate with devices such as scanners, mouse devices, and keyboards. Contact the device manufacturer to make sure that you are using the latest driver for it.

To check for device driver problems:

1. Choose Start > Control Panel > System.
2. Click the Hardware tab, and then click Device Manager.
3. Click the plus sign (+) to the left of each device type.
4. If a device appears with a black exclamation mark (!) in a yellow circle, right-click that device, and choose Properties from the menu.
5. Note the properties for the device:
   • Check the Device Status field: If the device isn't working properly, information in this field can help you troubleshoot the problem.
   • If the Properties dialog box has a Driver tab, then click it. If the Driver tab doesn't indicate the driver provider, click Driver Details. If Microsoft is the provider, then a generic driver is probably installed; contact the device manufacturer to obtain the most recent driver that they provide.

9. Check for font problems.

To determine whether a font causes the problem, reduce the number of active TrueType fonts by moving the font files to another location:

Note: Don't move the TrueType fonts installed by Windows.

1. Create a new folder (for example, C:\TrueType).
2. Open the Windows\Fonts folder.
3. Drag TrueType font filesâ”excluding those installed by Windowsâ”from the Windows\Fonts folder to the folder you created in step 1.
4. In the Windows\Fonts folder, select all the TrueType fonts and then choose Organize > Delete. You will be asked to confirm if you want to delete each of the files. Click Yes to delete them.
5. Restart Windows.
6. Move some of the fonts moved in step 3 back to the Windows\Fonts folder.
7. Restart Windows.
8. Start Acrobat, and try to re-create the problem.
9. If the problem doesn't recur, then repeat steps 6-8, testing different fonts. If the problem recurs, then one of the fonts you moved in step 5 may be the cause. Remove those fonts from the Windows\Fonts folder, and repeat steps 4-6, this time adding only one font at a time. When the problem recurs, do one or more of the following:
   • If you use a font utility other than the Windows Fonts folder (for example, Extensis Suitcase 9), then remove the fonts using that utility. For instructions, refer to the documentation for the utility.
   • Remove the font and reinstall it from the original media.
   • Contact the font manufacturer to obtain an updated version of the font.

To reduce the number of fonts that are installed through a font utility, refer to the utility manufacturer's instructions.

10. Check for problems with RAM modules.

Ensure that the RAM modules are installed properly and are not the cause of your problem. Do one or more of the following:

• Change the order of the installed RAM modules.
• Remove all but the minimum number of RAM modules needed to run Windows and Acrobat, and test to see if the problem persists. If it does, replace the RAM modules you removed and remove the others, testing again to see if the problem recurs. If it doesn't, then one or more of the removed RAM modules are the cause. For assistance, contact the RAM module manufacturer.

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