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Ask Jerry Hannell Your Own Question
Jerry Hannell
Jerry Hannell, Computer Support Specialist
Category: Computer
Satisfied Customers: 8481
Experience:  Experience in Windows environment. ASP, Visual Basic, Ajax
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I cannot and never have been able to download Adobe AIR onto

This answer was rated:

I cannot and never have been able to download Adobe AIR onto my laptop. (I run Microsoft 7.)

XXXXX XXXXXnell :

hello sir/madam, I would like to help you, please let me know when you are ready.

Customer:

I'm ready now

XXXXX XXXXXnell :

hi, are you using the computer in question? so we can go step by step and fix it together

Customer:

Yes

XXXXX XXXXXnell :

can you download this

XXXXX XXXXXnell :

http://tinyurl.com/574ha7

XXXXX XXXXXnell :

save it on your desktop

XXXXX XXXXXnell :

it is the full offline pack of air

Customer:

OK

XXXXX XXXXXnell :

17 MB

XXXXX XXXXXnell :

after the download, please let me know

Customer:

I've pressed the link, but can't see a website/download page appearing

XXXXX XXXXXnell :

can you right click on the link, do you see save target as?

XXXXX XXXXXnell :

or save link as

Customer:

I've right clicked and have now got it on my Desktop

XXXXX XXXXXnell :

now can you right click on the file you have downloaded, and then select "run as administrator"

XXXXX XXXXXnell :

what happens? it starts the installation?

Customer:

OK

Customer:

I have now got the 'setup' button. Have been here countless times with no luck

XXXXX XXXXXnell :

can you press setup

XXXXX XXXXXnell :

and continue

XXXXX XXXXXnell :

let's see what happens

Customer:

Doing this now

XXXXX XXXXXnell :

waiting

Customer:

same results. An 'error' message.

XXXXX XXXXXnell :

what is the error exactly?

XXXXX XXXXXnell :

can you copy & paste here

Customer:

Have to go through it again since I deleted it.

XXXXX XXXXXnell :

can you try again

XXXXX XXXXXnell :

if we can see the error message it will help us

Customer:

sorry to keep you

XXXXX XXXXXnell :

no problem

Customer:

This is the message:

Customer:

An error occurred while installing Adobe AIR. Installation may not be allowed by your administrator. Please contact your administrator.

XXXXX XXXXXnell :

it seems your anti virüs is blocking it

XXXXX XXXXXnell :

are you using norton or avg? or mcafee?

Customer:

I have a Norton software. It's not an anti virus 'Norton Utilities'.

XXXXX XXXXXnell :

can you disable it? (temporarily)

Customer:

OK

XXXXX XXXXXnell :

let's see what happens

Customer:

I'm a bit lost here. I have an 'uninstall tab, however, it gives me no way to switch it off temporarily. If I uninstall completely, I could contact Norton to re install

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

reinstallation is easy

XXXXX XXXXXnell :

can you uninstall your norton fully

Customer:

The only way I can uninstall is to go to the 'Control panel' and delete it from there.

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

control panel > programs

Customer:

Doing this now

XXXXX XXXXXnell :

waiting

Customer:

Have uninstalled

XXXXX XXXXXnell :

now can you restart your computer

Customer:

OK, but won't I lose this chat facility?

XXXXX XXXXXnell :

can you come back to this page later? we can continue

XXXXX XXXXXnell :

you can add this page to your favorites (bookmarks)

Customer:

OK

XXXXX XXXXXnell :

when you come back, you can open this page from your favorites

XXXXX XXXXXnell :

i will be here waiting

Customer:

Hi Jerry, I'm back. Sorry it took so long. My computer decided to check the C drive

XXXXX XXXXXnell :

hi again

XXXXX XXXXXnell :

now you have no norton

XXXXX XXXXXnell :

can you right click on the file you have downloaded, and select run as administrator

Customer:

Doing it now

XXXXX XXXXXnell :

waiting

Customer:

It seems to be taking a heck of a long time

XXXXX XXXXXnell :

waiting

Customer:

Installing now

XXXXX XXXXXnell :

waiting

Customer:

Sorry its taking such a long time

XXXXX XXXXXnell :

no problem, let's wait

Customer:

Still giving error message.

Customer:

It may be best if I came back, since the 'Norton' tab keeps on popping up. I need to find out if it has been removed from my pc

XXXXX XXXXXnell :

can you open this page

XXXXX XXXXXnell :

and press the run button

XXXXX XXXXXnell :

it will install the fix program

Customer:

ok

XXXXX XXXXXnell :

can you run it

XXXXX XXXXXnell :

it will ask you questions, for example (do you have problems with installation or uninstallation etc)

XXXXX XXXXXnell :

can you follow on-screen instructions carefully and answer the questions

XXXXX XXXXXnell :

let's see if it can fix the problem

Customer:

O

Customer:

Doing it now

XXXXX XXXXXnell :

waiting

XXXXX XXXXXnell :

if that does not work either, we will try to start the Windows installation service manually

Customer:

ok

XXXXX XXXXXnell :

waiting

Customer:

It's still loading

XXXXX XXXXXnell :

waiting

Customer:

Ok, I'm going through the installer now

XXXXX XXXXXnell :

waiting

Customer:

Ok. It's giving me 2 choices

XXXXX XXXXXnell :

what are the options?

Customer:

Detect problem and apply the fixes. Detect problem and let me select the fixes to apply

XXXXX XXXXXnell :

can you select the first one

Customer:

ok

XXXXX XXXXXnell :

waiting

Customer:

Asking if I have a problem installing or uninstalling a program

XXXXX XXXXXnell :

installing

Customer:

OK

Customer:

Still checking the register for patch related problems

XXXXX XXXXXnell :

waiting

XXXXX XXXXXnell :

it seems it is fixing and repairing

Customer:

Ok. Now I've got a list

XXXXX XXXXXnell :

what do you see in the list?

Customer:

It's got Adobe AIR on it

Customer:

Shall I highlight it and press 'Next'?

XXXXX XXXXXnell :

yes

Customer:

2 choices. Yes, try uninstall & Yes try other fixes

XXXXX XXXXXnell :

can you select the first one

Customer:

Done

XXXXX XXXXXnell :

now can you try to reinstall air

Customer:

It says "Resolving problems. Corrupt patch Registry keys

Customer:

Still running

XXXXX XXXXXnell :

waiting

Customer:

It's still running Jerry

XXXXX XXXXXnell :

waiting. it seems it found errors and now repairing them

Customer:

It says: 'Attempting to repair problems with Adobe AIR

XXXXX XXXXXnell :

waiting

XXXXX XXXXXnell :

when done, we will try to reinstall air

Customer:

Ok. It's taking a long time repairing the problem.

XXXXX XXXXXnell :

waiting

Customer:

Would you like me to stay with this and come back later, so you can get on with other work?

XXXXX XXXXXnell :

i can wait

Customer:

Does it usually take this long to repair a problem?

Customer:

I mean the software

XXXXX XXXXXnell :

it depends on the problem. it depends on the speed of the computer too

Customer:

OK, it says it's fixed 'corrupt patch registry keys' and cannot install or uninstall program..shall I continue?

XXXXX XXXXXnell :

yes, let's continue

Customer:

It's asking a series of questions. 1st choice. 'Did it fix the problem?

XXXXX XXXXXnell :

let's say yes (it is not important)

Customer:

OK. Now shall I install AIR?

XXXXX XXXXXnell :

yes, can you try to install it now

Customer:

As administrator?

XXXXX XXXXXnell :

if you still have the same problem we will try to start the Windows installer manually

XXXXX XXXXXnell :

yes

Customer:

OK. Installing now

XXXXX XXXXXnell :

waiting

Customer:

Whoppeee. It's done!

XXXXX XXXXXnell :

happy to hear that

Customer:

Thanks a lot Jerry. Thanks for your patience

XXXXX XXXXXnell :

you are welcome. you can reinstall your norton now (if you have problems reinstalling norton, i will be here)

Customer:

Thanks Jerry.

XXXXX XXXXXnell :

you are welcome.

XXXXX XXXXXnell :

I will be happy if you rate my service using one of the smiley icons.
I will be happy to help you if you may have problems in the future.
Have a nice day,
Best regards.

Customer:

Will do Jerry

Jerry Hannell and 6 other Computer Specialists are ready to help you