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jstinehelfer
jstinehelfer, Mac Support Specialist
Category: Mac
Satisfied Customers: 647
Experience:  A+ Comptia Certified computer repair
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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: 10 months ago.
Category: Mac
Expert:  jstinehelfer replied 10 months ago.

jstinehelfer :

Hello my name is XXXXX XXXXX X 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

Customer :

I'm not sure

Customer :

Is that the most recent one?

jstinehelfer :

Yes it should be

Customer :

Then it probably was.

jstinehelfer :

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

Customer :

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

Customer :

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?

Customer :

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

Customer :

okay. Which operating system should i choose?

jstinehelfer :

Intel 10.7.2 - 10.7.5

Customer :

ok

jstinehelfer :

all new macs are Intel based now

Customer :

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.

Customer :

Sounds good.

jstinehelfer :

Try the 11

jstinehelfer :

If we have to we can try the 10

Customer :

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?

Customer :

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

Customer :

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

Customer :

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

Customer :

Do I just open a PDF?

jstinehelfer :

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

Customer :

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

Customer :

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

Customer :

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

Customer :

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.

Customer :

ok

jstinehelfer :

I am back

jstinehelfer :

how is it going

Customer :

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

jstinehelfer :

ok

Customer :

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

Customer :

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

Customer :

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

Customer :

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



Customer :

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?

Customer :

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

Customer :

Okay so where do I find that?

jstinehelfer :

finder

jstinehelfer :

then Library folder

jstinehelfer :

the Internet Plug-ins

Customer :

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

Customer :

I don't have either adobe pligins

Customer :

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?

Customer :

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

Customer :

Reader X didn't work

jstinehelfer :

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

jstinehelfer :

did you install it again?

Customer :

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.

Customer :

Ok

Expert:  Rachel-Mod replied 10 months ago.

Hello,

I’m Rachel, and I’m moderator for this topic. It seems the professional has left this conversation. This happens occasionally, and it's usually because the professional thinks that someone else might be a better match for your question. I've been working hard to find a new professional to assist you right away, but sometimes finding the right professional can take a little longer than expected.

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Thank you,

Rachel

Customer: replied 10 months ago.

You can close my question.

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