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.
Was the version of Adobe Reader X
I'm not sure
Is that the most recent one?
Yes it should be
Then it probably was.
So you installed it but you cannot find it on your computer?
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
I am currently looking at this support doc from Adobe
scroll down to the part where is says Max OSX users
The only Adobe related thing that shows up in my finder is install Adobe Reader
so it seems it is not getting installed correctly
What version of Max OSX are you on?
lets try this
click on the link and walk through this and see if we can get this to install
okay. Which operating system should i choose?
Intel 10.7.2 - 10.7.5
all new macs are Intel based now
which reader should i choose? 10 or 11?
Well that is a good question. If one does not work then we can try the other.
Try the 11
If we have to we can try the 10
Okay so I think the 11 is the one I had previously downloaded.
once you download it do you have to double click on the dmg file to install?
Yes, it said it is already installed after in downloaded.
Should I try the 10?
I am wondering if your just downloading and it is not installing
go to finder and see if you see the downloaded file
double click on it and see if it will install manuallyt
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.
do you have any PDF files on your mac to try
Do I just open a PDF?
yes try to double click on a PDF and see what happens
I clicked on a PDF and nothing happened with Adobe
do you have an app cleaner/remover on your mac?
go to the link then click on where it says Download page
this will give you a program called AppCleaner
it is free
I want you to install it them remove everything to do with Adobe reader
Once that is done then go
choose the 10
So I should download appcleaner
download it and then use it to remove Adobe Reader
then go to the adobe download and install 10 instead of 11
Okay going to Adobe to get 10 now
I will cross my fingers
I need to run my puppy outside I will be right back.
I am back
how is it going
i accidently downloaded 11 again, so I'm going through the motions again to try and find 10.
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?
When you clicked on the link you put your OS in then language then pick 10
or are you downloading it then cannot find it
I clicked on Reader on adobe.com and it's only showing XI
box 2 English
box 3 choose 10
It said that it detected that I had a more functional product installed and terminated
hmm so it is fighting us one way or the other.
Does AppCleaner show that you have adobe installed already
Yeah I guess there was one part of the 11 that appcleaner didn't erase. I'll try again.
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
do you have any other adobe products installed?
Not that I know of
I found this.
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.
look to see if you have these two plug ins in that folder
Okay so where do I find that?
then Library folder
the Internet Plug-ins
Hmm there's only one thing in my internet plug-ins.
I don't have either adobe pligins
ok so that is not the problem.
My only ideas I have left here is try to re install the Adobe Reader X
Then check for updates with the apple then updates
Have you ever ran Disk Repair before?
No I've never done Disk Repair
Ok lets install Reader X
then check for updates
You should find Disk Utility in your Utilities folder
Reader X didn't work
you select the Mac HD on the left then choose repair permissions.
did you install it again?
Ok lets try Disk Utility
did you find it
I am sorry I will opt out of this one and see if someone else may have the fix for this.
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