asked on 2/19/2020

Adobe Acrobat Standard 2017: Installation Problem: IMSLib not found. Acrobat services will not work.

We have three people who are getting the error message IMSLib not found. Acrobat services will not work.

All on Adobe Standard 2017.

The first system was Windows 7, installing the Adobe Application Manager fixed the issue.

On the second system, which is Windows 10, the installation of Adobe Application Manager and Creative Cloud both failed at 5%. I uninstalled Adobe Standard with the adobe uninstall tool and reinstalled, both with an older version of the installer and a newly downloaded installer.

We have downloaded and replaced the OOBE folder within C:/Program Files x86/Common Files/Adobe

Any pointers would be greatly appreciated.

I know this has been an issue in the past but haven't seen any newer issues creep up in the forums, figured a new thread couldn't hurt.

Windows 10 Adobe Acrobat Installation Windows OS Windows 7

Last Comment

Henry Starcher

2/19/2020

Vadim Rapp

2/19/2020

Adobe's directive for this problem was to download and run https://labs.adobe.com/downloads/acrobatcleaner.html and try again. It probably should be the first step. If it does not help, please produce and attach here detailed log of the installation that fails. https://support.microsoft.com/en-us/help/223300/how-to-enable-windows-installer-logging

Henry Starcher

2/19/2020

ASKER

We have already run the acrobat cleaner and reinstalled, the initial reinstall of Adobe Standard goes fine, it's just once it opens nothing can open. I will try again with logs enabled and upload them once I am done.

Henry Starcher

2/19/2020

ASKER

After running the linked cleaner again, we removed both reader and acrobat then rebooted. Initialized logging, ran the install, install totally failed. Logs attached.MSId9377.LOG

ASKER CERTIFIED SOLUTION

Vadim Rapp

2/19/2020

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Henry Starcher

2/19/2020

ASKER

I realized the log was basically pointless, but that was the only resulting log from the registry edits to allow for logging, was wondering if it was so short because it did fail to install. I also did notice the link within the log. I will check those fixes out when the client can get off the pc for an hour or so. Will update with more later.

Vadim Rapp

2/19/2020

> was wondering if it was so short because it did fail to install

No, the real verbose log has hundreds of lines before it even realizes there's something to install.

Henry Starcher

2/19/2020

ASKER

I will double check the registry when I get back into the system. Thanks.

Vadim Rapp

2/19/2020

One useful step in troubleshooting any installations is to have a clean virtual machine with a snapshot of windows-just-installed state. Previous installations and removals are major factor, and for the installations made by Adobe, which are so heavily customized that there's not much left to the "native" Installer, ten times so,

Henry Starcher

2/19/2020

ASKER

Steps one and two on the link here :https://helpx.adobe.com/acrobat/kb/acrobat-installation-rollback.html

fixed the issue along with going into the registry and deleting the Adobe folder under HKEY_CURRENT_USER/Software/Adobe and HKEY_LOCAL_MACHINE/Software/Adobe