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jstinehelfer
jstinehelfer, Mac Support Specialist
Category: Mac
Satisfied Customers: 649
Experience:  A+ Comptia Certified computer repair 2 years Apple Tech Support
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Hi, I downloaded Adobe reader and installed it and everything,

Customer Question

Hi, I downloaded Adobe reader and installed it and everything, but it won't launch. Any ideas on what to do? I'm on a macbook pro if that helps.
Submitted: 3 years ago.
Category: Mac
Expert:  jstinehelfer replied 3 years ago.

jstinehelfer :

Hello my name is XXXXX XXXXX I will be assisting you today. I understand technology can be frustrating at times and hopefully together we can come up with a solution to your problem.

jstinehelfer :

Was the version of Adobe Reader X

JACUSTOMER-0dvn158i- :

I'm not sure

JACUSTOMER-0dvn158i- :

Is that the most recent one?

jstinehelfer :

Yes it should be

JACUSTOMER-0dvn158i- :

Then it probably was.

jstinehelfer :

So you installed it but you cannot find it on your computer?

JACUSTOMER-0dvn158i- :

I just found a button a minute ago that says reader next to the box where you type in the html that says Reader, but it's gray and won't let me click on it

jstinehelfer :

I am currently looking at this support doc from Adobe

jstinehelfer :

scroll down to the part where is says Max OSX users

JACUSTOMER-0dvn158i- :

The only Adobe related thing that shows up in my finder is install Adobe Reader

jstinehelfer :

so it seems it is not getting installed correctly

jstinehelfer :

What version of Max OSX are you on?

JACUSTOMER-0dvn158i- :

10.7.5

jstinehelfer :

lets try this

jstinehelfer :

click on the link and walk through this and see if we can get this to install

JACUSTOMER-0dvn158i- :

okay. Which operating system should i choose?

jstinehelfer :

Intel 10.7.2 - 10.7.5

JACUSTOMER-0dvn158i- :

ok

jstinehelfer :

all new macs are Intel based now

JACUSTOMER-0dvn158i- :

which reader should i choose? 10 or 11?

jstinehelfer :

Well that is a good question. If one does not work then we can try the other.

JACUSTOMER-0dvn158i- :

Sounds good.

jstinehelfer :

Try the 11

jstinehelfer :

If we have to we can try the 10

JACUSTOMER-0dvn158i- :

Okay so I think the 11 is the one I had previously downloaded.

jstinehelfer :

once you download it do you have to double click on the dmg file to install?

JACUSTOMER-0dvn158i- :

Yes, it said it is already installed after in downloaded.

JACUSTOMER-0dvn158i- :

Should I try the 10?

jstinehelfer :

I am wondering if your just downloading and it is not installing

jstinehelfer :

go to finder and see if you see the downloaded file

jstinehelfer :

double click on it and see if it will install manuallyt

JACUSTOMER-0dvn158i- :

It's installed. I don't know why it isn't working. I tried to double click on it again and it said it was installed already.

jstinehelfer :

do you have any PDF files on your mac to try

JACUSTOMER-0dvn158i- :

Do I just open a PDF?

jstinehelfer :

yes try to double click on a PDF and see what happens

JACUSTOMER-0dvn158i- :

I clicked on a PDF and nothing happened with Adobe

jstinehelfer :

do you have an app cleaner/remover on your mac?

jstinehelfer :

go to the link then click on where it says Download page

jstinehelfer :

this will give you a program called AppCleaner

jstinehelfer :

it is free

JACUSTOMER-0dvn158i- :

okay

jstinehelfer :

I want you to install it them remove everything to do with Adobe reader

jstinehelfer :

Once that is done then go

jstinehelfer :


11:43 AM



click on the link and walk through this and see if we can get this to install



jstinehelfer :

choose the 10

JACUSTOMER-0dvn158i- :

So I should download appcleaner

jstinehelfer :

yes

jstinehelfer :

download it and then use it to remove Adobe Reader

jstinehelfer :

then go to the adobe download and install 10 instead of 11

JACUSTOMER-0dvn158i- :

Okay going to Adobe to get 10 now

jstinehelfer :

I will cross my fingers

jstinehelfer :

I need to run my puppy outside I will be right back.

JACUSTOMER-0dvn158i- :

ok

jstinehelfer :

I am back

jstinehelfer :

how is it going

JACUSTOMER-0dvn158i- :

i accidently downloaded 11 again, so I'm going through the motions again to try and find 10.

jstinehelfer :

ok

JACUSTOMER-0dvn158i- :

I can't find 10 anywhere, so think I might just have to do some software updates before I try to download 11 again. Does that sound plausible?

jstinehelfer :

When you clicked on the link you put your OS in then language then pick 10

jstinehelfer :

or are you downloading it then cannot find it

JACUSTOMER-0dvn158i- :

I clicked on Reader on adobe.com and it's only showing XI

jstinehelfer :

choose 10.7.2-10.7.5

jstinehelfer :

box 2 English

jstinehelfer :

box 3 choose 10

JACUSTOMER-0dvn158i- :

It said that it detected that I had a more functional product installed and terminated

jstinehelfer :

hmm so it is fighting us one way or the other.

jstinehelfer :

Does AppCleaner show that you have adobe installed already

JACUSTOMER-0dvn158i- :

Yeah I guess there was one part of the 11 that appcleaner didn't erase. I'll try again.

jstinehelfer :

ok

jstinehelfer :



choose 10.7.2-10.7.5







box 2 English







box 3 choose 10



JACUSTOMER-0dvn158i- :

It's still not working. It won't install because it said that it detected that I had a more functional product installed and terminated. I'm stumped

jstinehelfer :

do you have any other adobe products installed?

JACUSTOMER-0dvn158i- :

Not that I know of

jstinehelfer :

I found this.

jstinehelfer :

I solved the problem by going to Library > Internet Plug-Ins. In there you should have a "AdobePDFViewerNPAPI.plugin". If you also have a "AdobePDFViewer.plugin" that is the old one, presumably from Snow Leopard. It seems they conflict with each-other. I deleted the "AdobePDFViewer.plugin" file and it all works as normal now.

jstinehelfer :

look to see if you have these two plug ins in that folder

JACUSTOMER-0dvn158i- :

Okay so where do I find that?

jstinehelfer :

finder

jstinehelfer :

then Library folder

jstinehelfer :

the Internet Plug-ins

JACUSTOMER-0dvn158i- :

Hmm there's only one thing in my internet plug-ins.

JACUSTOMER-0dvn158i- :

I don't have either adobe pligins

JACUSTOMER-0dvn158i- :

oops plug-ins

jstinehelfer :

ok so that is not the problem.

jstinehelfer :

My only ideas I have left here is try to re install the Adobe Reader X

jstinehelfer :

Then check for updates with the apple then updates

jstinehelfer :

Have you ever ran Disk Repair before?

jstinehelfer :

Repair Permissions?

JACUSTOMER-0dvn158i- :

No I've never done Disk Repair

jstinehelfer :

Ok lets install Reader X

jstinehelfer :

then check for updates

jstinehelfer :

You should find Disk Utility in your Utilities folder

JACUSTOMER-0dvn158i- :

Reader X didn't work

jstinehelfer :

you select the Mac HD on the left then choose repair permissions.

jstinehelfer :

did you install it again?

JACUSTOMER-0dvn158i- :

Yes

jstinehelfer :

Ok lets try Disk Utility

jstinehelfer :

did you find it

jstinehelfer :

I am sorry I will opt out of this one and see if someone else may have the fix for this.

JACUSTOMER-0dvn158i- :

Ok

Expert:  Rachel-Mod replied 3 years ago.

Hello,

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Thank you,

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Customer: replied 3 years ago.

You can close my question.