Document routing agent install failure, but Adobe is definitely installed

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Posted on by Community Member

Hi, trying to install the DRA on a Windows 10 PC and getting the following error no matter what I do:

"Microsoft Dynamics 365 for Finance and Operations: Document Routing requires Adobe PDF reader."

However:

1. Adobe Reader DC was already installed

2. Uninstalled it, reinstalled it, rebooted a couple times

3. Tried running the installer as multiple different users with admin rights on the PC (which is part of an AD domain)

4. Disabled antivirus

5. Manually checked multiple times for Windows Updates (none available)

6. Tried using older copies of the .MSI file that I have previously successfully installed on other PCs in my enterprise

I'm out of ideas. And there don't seem to be any relevant search hits related to this seemingly very specific error. Anybody else ever run into it? How did you solve it? TIA

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Community Member on at

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For what it's worth, I was able to install it logged on as a local Windows user with admin rights (not the AD domain users with admin rights I had tried previously) Weird, but sharing in case anyone else ever has the same problem.

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George_D365 on at

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Hi dpittmanhbd,

Thank you for sharing this and for keeping the thread updated.

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DavidSNCL 10 on at

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Hi, I have this exact error, however, this is on my own local machine where I have full local Admin rights, If anybody could assist with this would be great! Cannot get anywhere!

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John D. Hannan 5 on at

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I had this error on a local, personal machine even though I pay for full Adobe. What I had to do was go to my windows account on myaccount.microsoft.com and download the App for Adobe Reader 4.0 there. That took all of 30 seconds and I went back to the Document Routing Agent and it worked fine.

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Steve_K 5 on at

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This is an unfortunate problem, but there is a work-around -- albeit a tedious work-around.

The problem is that the Windows Installer is doing a check to verify that Adobe Reader is installed on the computer. It's doing a check by looking for a specific identifier for the 32-bit or 64-bit Adobe Reader. Unfortunately, Adobe changed the ID in one of their recent updates. Now the installer check fails every time.

The .msi file for the Document Routing Agent is a standard Windows Installer file. Windows Installer (;msi) files can be edited with a tool called Orca. You can learn about Orca and where to get it here:

docs.microsoft.com/.../orca-exe

After you get Orca installed onto your computer, you can right-click on the DocumentRoutingAgentSetup.msi file and choose to edit the file. The installer database file will open. Now you can go to the Edit menu and choose Find. Search for the term "reader". You'll have to search a couple of times, but you're looking for the entry in the "LaunchConditions" section.

This is the line that is checking for the Adobe Reader: Installed OR (PDFREADER32 <> "" OR PDFREADER64 <> "")

You can right-click that line and choose "Drop Row". Then go to the File menu and choose Save.

Now you can launch the updated Document Routing Agent msi file. The check won't be performed and you'll be able to install the software.

Eventually, Microsoft will update the criteria of the check so that it will work for the new versions of Adobe Reader.

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maxwellb21 5 on at

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Steve, are you aware of when Microsoft will provide the update for DRA?

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Community Member on at

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I found a somewhat simple work around. The MSI is looking for the registry key:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\App Paths\AcroRd32.exe

I executed the following steps to work around the issue:

1. In the Registry Editor, export the current contents of HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\App Paths\Acrobat.exe to a file.

2. Edit the .reg file with a text editor and change "Acrobat.exe" to "AcroRd32.exe" and save the file.

3. Import the modified registry file into the Registry Editor.

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Tetiana Karpenko 5 on at

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For me the issue was resolved twice by manually installing the right version of adobe reader, because I was getting Windows 10 version by default, while Windows server version was needed (you can specify it manually here - get.adobe.com/.../).

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Jason McGinn 15 on at

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Put the following into a file called whatever.reg and then run the file

Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\App Paths\AcroRd32.exe]

@="C:\\Program Files (x86)\\Adobe\\Acrobat Reader DC\\Reader\\AcroRd32.exe"

"Path"="C:\\Program Files (x86)\\Adobe\\Acrobat Reader DC\\Reader\\"

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J_K 15 on at

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SOLUTION

Routing agent strangely does not work with Windows 10 version of Acrobat Reader. (as of 12/2021)

1) Uninstall current windows 10 version of Adobe Acrobat Reader

2) Install server version from below URL and error will go away

( get.adobe.com/.../ )

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