Acrobat / FrameMaker conflicts during install

[Peter Gold]

Ken:

Installation support is always free for current Adobe products.   You
should get good advice on exactly how to clean out your system. Make
sure you're talking to tech support, rather than customer support, to
get this help. Ask customer support for the tech support number, if
you can't find it; emphasize that it's installation issues, not
product support.

Also, verify with the tech rep that the person is familiar with the
issues you're describing, and ask to be escalated to someone who
specializes in these problems if you don't get a strongly-confident
answer. "It's nothing personal. I don't want to waste your time or
mine. I'd like to talk with an installation specialist. Thank you." If
needed, ask for a supervisor to help you get the help you need.

Whatever else you are told or try, don't install into old directories.
You probably will get a good start by deleting old directories, and
running a registry-cleaning tool like Registry Mechanic. Your IT
support folks can help you with some of this.

Separate issue: It might not be too late to try working with customer
service to see if your client could exchange the two separate
purchases of FrameMaker 8 and Acrobat Professional 8, for the complete
Technical Communications Suite, which also includes Captivate 3, and
Robohelp. This package price for the suite isn't much more than for
the two separate products, and instead of regular Acrobat Pro 8, you
get Acrobat 8 3D.

Since you've not registered or authorized the products because you
haven't gotten that far yet, you have a good bargaining chip for
returning the purchase for exchange.

If you'll have need down the line for creating help and tutorials, the
suite is a good idea.

Installing the complete suite is a one-step deal.

HTH

Regards,

Peter Gold
KnowHow ProServices


On Dec 13, 2007 8:35 AM,  <poshedly at bellsouth.net> wrote:
> My client company just went ahead and bit the bullet and forked out around $800 or so for FrameMaker 8.0.

> I want to do a "clean" installation but before I do, I have some concerns because of what is on the terminal that I "inherited" (with Windows XP Office and the service packs, etc.).

>
> It already has on it the folders (and their subfolders) – but NOT the executable application files – for Acrobat 6.0 and 7.0.
>
> Without the executable files, I can't do an uninstall via Control Panel. So apparently, my only option is to simply do what you're NOT supposed to do – just delete the Acrobat 6.0 and 7.0 folders. Ooh, but that grates on me because I fear that bits and pieces of either or both Acrobats are already strewn hither and thither throughout the Windows XP operating system and will cause problems later on down the line. Or not.
>
> (Remember the good old days, when a program was all in one folder, I mean "directory"? Hah! We'll never see THAT stuff again.)
>
> I already found out the hard way how nice and courteous (NOT!!) one Acrobat program is to another after first installing FrameMaker 8.0 (along with its PDFMaker feature) and then NOT being able to install Acrobat 8.0 afterwards. (I kept getting a message after the Acrobat 8.0 setup procedure was well into progress that "Setup has detected that you already have a more functional product installed. Setup will now terminate.")
>
> So I uninstalled FM8.0 and its plug-ins and the Acrobat 8.0 install moved along much further than before (I had to cancel it, however, until my IT guy gets in here with the serial number).
>
> So with FM8.0 and Acrobat8.0 currently off the drive, what to do about the previously installed Acrobat 6.0 and 7.0 folders in light of their missing executable application files.
>
> Just delete them and proceed with the Acrobat 8.0 and then FM 8.0 installations?
>
> BTW, the Adobe docs really play up the purchased support plans (even for "defective products"), leading me to believe that free telephone support for initial setup is no more. But somewhere, I did find that there apparently is 90-day free phone support for initial setup problems.
>
> Am I correct on this?
>