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wixey
Level 9

Problems with downloading Adobe Acrobat XI (11.0.07)

I recently tried to download the latest version of Adobe Acrobat from the official site, but every time I try to download in Chrome after unchecking the "McAfee Security Scan Plus" option I get the message "Anti-virus software failed unexpectedly while scanning this file."

It seems to download fine if I leave the box checked, but I'm wary of installing anything that comes "bundled" with downloads, even if it's a McAfee product. Does this mean I have I install the optional Security Scan, or is there a way around this, as I'm sure this didn't happen with previous versions?

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25 Replies
Hayton
Level 18

Re: Problems with downloading Adobe Acrobat XI (11.0.07)

Give me the URL of the site where you're trying to download Acrobat from and I'll test this for myself

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wixey
Level 9

Re: Problems with downloading Adobe Acrobat XI (11.0.07)

Thanks for getting back so quickly, Hayton.

Here's the link: http://get.adobe.com/uk/reader/

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Hayton
Level 18

Re: Problems with downloading Adobe Acrobat XI (11.0.07)

From that link I downloaded the installer (1Mb +) without any problems. I too had to uncheck the Security Scan Plus option first.

Did McAfee allow you to get through that stage? Running the installer brings down a 70Mb application.

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wixey
Level 9

Re: Problems with downloading Adobe Acrobat XI (11.0.07)

I've tried tried downloading (with the optional software box unchecked) and I'm still getting the failure message.

I'm worried it might be because of something I did accidentally on visiting the site first time. I click "install" and then realized I'd forgotten to uncheck the box, so after the download completed, moved it into the recycle bin and deleted it, then tried to download again with the box unchecked. Since then, I keep getting failure messages.

I've noticed the "failed" downloads are appearing in my Downloads folder, but without the usual Adobe icon. If I try to delete them a message states I need Admin permission, even though I'm currently using an Admin account.

Screenshot.jpg

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Hayton
Level 18

Re: Problems with downloading Adobe Acrobat XI (11.0.07)

So you got as far as the installer. Something somewhere's got messed up, so the next step is to uninstall Reader, if it shows up in the list of installed programs; empty the Recycle bin, clear up all your temp files, delete cookies, clear the browser cache. Adobe's perhaps checking for something and finding it already present. Could perhaps be in the registry.

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wixey
Level 9

Re: Problems with downloading Adobe Acrobat XI (11.0.07)

Hi Hayton,

I've done all of the above and I'm still getting the same message.

I see the "missing icon" version of Adobe Acrobat is still there. Would McAfee's QuickCleaner be able to remove it?

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Hayton
Level 18

Re: Problems with downloading Adobe Acrobat XI (11.0.07)

wixey wrote:

Would McAfee's QuickCleaner be able to remove it?

Not sure. You could try, I suppose.

Two things here : you said in the original post

It seems to download fine if I leave the box checked

which leads me to think that after you downloaded the first time with the SSP box checked Adobe set a flag somewhere. If you haven't seen any boxes popping up saying "Installing Security Scan Plus" then you effectively have a botched download. The only way forward may be to tick the box to install this piece of, pardon my French, crapware and let everything run to completion, and then uninstall SSP.

As for the download(s) without an icon that you can't delete, it must be something to do with user/file permissions. You've got a laptop with Windows 7 (you said that elsewhere) and this is what good old F1 (Help) has to say about Access Denied messages :

- Right-click the file and then click Properties

- Click the Security tab

- Under Group or user names click your name to see what permissions you have.

If all else fails Malwarebytes have a nifty little utility called FileAssassin which claims to be able to delete any file; that might be your last resort.

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wixey
Level 9

Re: Problems with downloading Adobe Acrobat XI (11.0.07)

Hi Hayton,

I ended up installing SSP alongisde Rader as FileAssassin couldnt delete the file; I got a message stating "An error occured in Function Delete File. FindRemoteFileHandles returned NULL value. This may affect deletion of file. Please report this error to the FileASSASSIN support team".

I have no idea what that means but either way the file wouldn't allow itself to be deleted.

So now I've got SSP, but so far it's been so unintrusive you wouldn't know it's there. Even so, is it okay to uninstall it via the Control Panel?

EDIT: Forgot to mention that although the new Adobe file deleted itself after installation as usual, the undeletable "missing icon" version is still in the downloads folder.

Message was edited by: wixey on 5/16/14 11:43:05 AM CDT
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moldyjacket
Level 9

Re: Problems with downloading Adobe Acrobat XI (11.0.07)

Hi Wixey, I’m not going to jump in. But this sounds serious, once an infection gets past the gates it’s risky to attempt fixing the obvious problems and continuing using the current system. You’re not going to like my advice, but I’d cut my losses now and restore from trusted media (such as CD) or even better rebuild on a new clean hard drive so you can retrieve must have documents and data later (scanning first, obviously). Keep an eye on your financial and ID/password usages too if stored insecurely on the drive.

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