12/25/2015

TroubleshootAIRinstallation|Windows

AdobeAIRisacomputerprogramknownasaruntime.ItisnecessarytohaveAdobeAIRonyour
computertoruncertainapplications.ApplicationsthatrequireAdobeAIRarecalledAdobeAIR
applications.
MostAdobeAIRproblemsarerelatedtohavingthecorrectversionofAdobeAIR.Beforeyoubegin
troubleshootingyourproblem,getthelatestversionofAdobeAIRforyouroperatingsystem.AdobeAIRis
availableforfree.
FortroubleshootingAIRonotherplatforms,see:
TroubleshootAIRinstallation|Mac
TroubleshootAIRinstallation|Linux
TroubleshootAIRinstallation|Android

1.Beforeyoubegintroubleshooting,performthefollowingtasks:
DeterminetheversionofAdobeAIRonyourcomputer
Locatetheinstallationlogfile

2.Trythesesolutions:
DownloadandinstallAdobeAIR
InstallanAdobeAIRapplication
UninstallAdobeAIR
UninstallanAdobeAIRapplication
Browsethelistofcommonproblems

3.Doyoustillhavetheproblem?Checkouttheseresources:
Othercommoninstallationissues
VisittheAdobeAIRHelpandSupportpage
Important:MicrosofthasreleasedanewutilitycalledFix
itthatcanhelpresolvemanyAIRinstallationproblems.
WhenrunningtheFixittool,gothroughtheuninstall
processandremoveAdobeAIRfromyoursystem.Once
finished,downloadandinstallthelatestversionofAdobe
AIR.Ifyoustillencounterproblems,youcantrytheAIR
zappertoolforuninstallingAdobeAIR.
Tothetop

DeterminetheversionofAdobeAIRonyourcomputer
AnAdobeAIRapplicationrequiresaminimumversionofAdobeAIR.Typically,theAdobeAIRapplication's
installationprogrammakessurethatyourcomputerhasthecorrectversionofAdobeAIR.Ifnecessary,the
AdobeAIRapplicationdownloadsandinstallsthelatestversionofAdobeAIR.
YoucancheckwhichversionofAdobeAIRisinstalledonyourcomputer.Todoso,followthesteps
providedhere.
https://helpx.adobe.com/air/kb/troubleshootairinstallationwindows.html

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Typically,youwanttohavethelatestversionofAdobeAIR.Togetit,followtheinstructionsatDownload
andinstallAdobeAIR.
However,youcangetanolderversionofAdobeAIRhere.
TheinstallationprograminstallsAdobeAIRatthefollowinglocations:
Platform

Installationlocation

Windows2000,XP,Vista,
andWindows7[32bit]

C:\ProgramFiles\Common
Files\AdobeAIR\

WindowsVistaandWindows
7[64bit]

C:\ProgramFiles
(x86)\CommonFiles\Adobe
AIR\
Tothetop

Locateandviewtheinstallationlogfile
TheAdobeAIRinstallationlogfilecanhelpyoutroubleshootyourinstallationproblem.Youcanalsouse
thelog'scontentsifyoupostaquestiontotheAdobeAIRinstallationissuesforum.
ForAdobeAIR2.0andlateronWindowsoperatingsystems,anInstall.logfileisautomaticallycreated
duringinstallation.
ForAdobeAIR1.0to1.5.3,seethisdocumentformoreinformation.
Youcanfindtheinstalllogatthefollowinglocations:
Windows
XP/
Windows
Vista/
Windows
7

[WindowsXP]C:\Documentsand
Settings\username\LocalSettings\Application
Data\Adobe\AIR\logs
[WindowsVista/Windows7]C:\Users\user
name\AppData\Local\Adobe\AIR\logs
1. Ensurethatviewinghiddenfoldersis
enabled.Youcanfindinstructionson
Microsoft'ssite:
Windows7,Vista,XP
2. Navigatetothefollowingfolder(replaceuser
namewithyourloginname):
Windows7:C:\Users\user
name\AppData\Local\Adobe\AIR\logs
Vista:C:\Users\user
name\AppData\Local\Adobe\AIR\logs
XP:C:\DocumentsandSettings\user
name\LocalSettings\Application
Data\Adobe\AIR\logs
3. AttachtheInstall.logtoyourforumpost.
Alternatively,openthelogfilewithNotepad

https://helpx.adobe.com/air/kb/troubleshootairinstallationwindows.html

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TroubleshootAIRinstallation|Windows

oryourfavoritetexteditorandselectalland
copyandpaste.
4. Insomesituations,theAdobeAIRinstaller
failsduringtheMSIportionoftheinstall.You
candetermineiftheinstallerfailedby
searchingtheInstall.logtextfor"Error
occurredduringmsiinstalloperation."Ifyou
findthistext,enableandlocatetheMSIlog
usingtheMicrosoftdocumentHowto
enableWindowsInstallerlogging.OnceMSI
loggingisenabled,reruntheAdobeAIR
InstallertogeneratetheMSILog.Include
theMSIlogalongwiththeAdobeAIR
Install.logwhenyoureporttheinstallissue.
Tothetop

DownloadandinstallAdobeAIR
ToinstallAdobeAIRonyourcomputer,dothefollowingsteps:
1. DownloadAdobeAIRdirectlyfromtheAdobeAIRDownloadCenterathttp://get.adobe.com/air/.This
stepdownloadsanAdobeAIRinstallerfiletoyourcomputer.
2. Runtheinstallerfile.Forexample,onWindowscomputers,doubleclicktheinstallerfiletorunit.
Note: IftheinstallationisnotsuccessfulonWindows7:
Inanelevatedcommandprompt,runthefollowingcommand:
downloadlocation\AdobeAIRInstaller.exesilent

AdministrativeaccessisalwaysrequiredforinstallationofAdobeAIR.However,youcaninstallanAdobe
AIRapplicationwithoutadministrativeaccessinalocationthatiswriteablebythecurrentuseraccount.If
youdonothavewritepermissions,contactyoursystemsadministrator.
AfteryouhavesuccessfullyruntheAdobeAIRinstallerfile,tryagaintoinstallandruntheAdobeAIR
applicationthatyouwanttouse.YoucanalsotryAdobeAIRapplicationsthatareavailableattheAdobe
AIRMarketplace.
Tothetop

InstallanAdobeAIRapplication
WhenyouinstallthefirstAdobeAIRapplicationonyourcomputer,theAdobeAIRinstallationisinitiated.
ThenAdobeAIRisinstalledalongwiththeAdobeAIRapplication.IfyoucangetAdobeAIRinstalled,but
stillencounterissuesinstallingaspecificAdobeAIRapplication,trythefollowing:
1. DownloadandsavetheinstallerfilefortheAdobeAIRapplicationtoyourdesktop.Thenameofthis
fileendswith.air.
2. Doubleclickthe.airfiletoinstalltheapplication.
https://helpx.adobe.com/air/kb/troubleshootairinstallationwindows.html

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AdministrativeaccessisrequiredwheninstallingAdobeAIR.Administrativeaccessisalsorequiredwhen
installinganAdobeAIRapplicationtoalocationthatisnotwriteablebythecurrentuseraccount.Ifyoudo
nothavewritepermissions,contactyoursystemsadministrator.
WheninstallinganAdobeAIRapplication,theapplication'sinstallersometimesattemptstoconnecttoan
Internetservicetoauthenticatetheidentityoftheapplication.Antivirusorsecuritysoftwarecanreportthis
attempttoconnecttoanInternetserviceallowthisconnectiontoinstalltheAdobeAIRapplication.For
example,youcouldseeanalertthatsays"AdobeAIRapplicationinstaller.exeisattemptingtoconnecttoa
DNSserver."
Tothetop

UninstallAdobeAIR
IfyouencounterissueswhenyouattempttoinstallAdobeAIRapplicationsonyoursystem,removeand
reinstallAdobeAIR.Forexample,iftheinstallationstallsatthe"ApplicationInstall"dialogbox,orifyousee
an"InstallationError"message,removeandreinstallAdobeAIR.
Note:AlsoremoveanyprereleaseorbetaversionofAdobeAIRbeforeinstallingitslatestversion.
ToremoveAdobeAIR,dothefollowing:
1. SelectStart>Settings>ControlPanel.
2. OpentheAddorRemoveProgramspanel.
3. SelectAdobeAIRtoremovetheruntime.
4. ClicktheChange/Removebutton.
Important:DonotuseanyotherexternaltoollikeMicrosoft'sInstallerCleanupUtilitytoremoveAdobeAIR.
Thisutilitycandamageotherinstallationsonthecomputer.
Tothetop

UninstallanAdobeAIRapplication
EachAdobeAIRapplicationappearsasaseparateentryonyoursystemandislistedseparatelyinthe
Add/RemoveprogramslistonWindows.
Toremove(uninstall)anAdobeAIRapplication:
1. SelectStart>Settings>ControlPanel.
2. OpentheAddorRemoveProgramspanel.
3. Selecttheapplicationthatyouwanttoremove.
4. ClicktheChange/Removebutton.
Tothetop

Commoninstallationproblems
YourAdministratordoesn'tallowinstallationoruninstallation.Contactyouradministrator.
https://helpx.adobe.com/air/kb/troubleshootairinstallationwindows.html

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Totroubleshoottheseissues,tryperformingthefollowingstepsinthisorder:
TheLogitechVideodriver(LVPrcSrv.exe)isknowntocauseissueswiththeinstallationofAdobeAIR.If
theapplicationisloaded,endtheprocessbyselectingitfromtheWindowsTaskManager.
VerifythatyouroperatingsystemhasthelatestMicrosoftWindowsServicePacksandupdates
installed,includingupdatesforMicrosoftWindowsInstaller.
MicrosoftWindowsInstallercouldbedamagedorunregistered.ThefollowingMicrosoftarticles
describehowtoaddresstheseissues:
MicrosoftKnowledgebase:TheWindowsInstallerServiceCouldNotBeAccessed"errormessage
whenyouinstallaprograminWindowsXP
MicrosoftKnowledgebase:Errormessagewhenyoutrytoaddorremoveaprogramonacomputer
thatisrunningWindowsXPorWindowsServer2003:'TheWindowsInstallerservicecouldnotbe
accessed'
MicrosoftKnowledgebase:'TheWindowsInstallerservicecouldnotbeaccessed'errormessage
whenyoutrytoinstallOffice
MicrosoftforWindowsInstallerupdate/hotfix.TherewasanissuewithMicrosoftWindowsInstallerthat
affectedAIRinstallations.
Seethisdocument.
InstallinganAdobeAIRapplicationwiththeFolderLockapplicationpreviouslyinstalledresultsin
a"bluescreen"crash.(FolderLockisathirdpartyapplication).
Toresolvetheissue,installFolderLock6.2.4orlater.AnotheroptionistouninstallFolderLockcompletely
andproceedwiththeinstallationoftheAdobeAIRapplication.
InstallinganAdobeAIRapplicationdisplaystheerrormessage:"Sorryanerrorhasoccurred.The
applicationcouldnotbeinstalled.Tryinstallingitagain.Iftheproblempersists,contactthe
applicationauthor."(WindowsVista/Windows7)
ThiserrorcanoccurduringinstallationifastandardorrestricteduserhasturnedoffUserAccountControl
(UAC)inWindows7orWindowVista.FromControlPanel,OpenUACandenableit.Arestartcouldbe
required.Oncecomplete,retrytheinstallation.
The.airinstallerfilenameextensionisnotregisteredonWindowsVista
TheinstallerfileforanAdobeAIRapplicationhasafilenamethatendswith.air.Doubleclickingan.air
installerfileafterasuccessfulinstallationofAdobeAIRonWindowsVistacandisplayan"unknowntype"
error.Whenthisissueoccurs,the.airinstallerfiledoesn'tappeartohaveanAdobeAIRiconassociated
withitwhenviewedwithintheWindowsfileexplorer.
Foradditionalinformationonthisissue,seethisdocument.
WindowsVista:2032streamerrorTryingtoinstallfromnetwork.Forapplicationinstallation,
"damagedfile"canbereported.
Youcouldbelaunchingtheinstallerfromarestrictedfilesystem.Trydownloadingtheinstallertoyour
desktopandinstallfromthere.
"Anotherinstallationisinprogress...Cannotinstalluntilotherhascompleted."
Apreviousinstallationprocesscouldstillbeactiveonthesystem.
UsetheWindowsTaskManagertocheckforotheractiveinstallationprocessesandterminatethose
processes.Ifthissolutiondoesnotaddresstheissue,restartthesystemandtheninstall.
MyAdobeAIRapplicationfreezesandbecomesunresponsiveinanNVidiaOptimusbasedsystem.
https://helpx.adobe.com/air/kb/troubleshootairinstallationwindows.html

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IfyoursystemusestheNVidiaOptimustechnologytoautomaticallyswitchbetweentheintegratedand
discreetgraphiccard,yourAdobeAIRapplicationcanbecomeunresponsive.
Inthiscase,trystartingtheAdobeAIRapplicationwithapreferredvideoadaptortopreventautoswitching.
RightclicktheAdobeAIRapplicationandselectRunwithgraphicsprocessor>HighperformanceNVIDIA
processor.

https://helpx.adobe.com/air/kb/troubleshootairinstallationwindows.html

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