Last updated 11/3/2015
Issue: Antivirus software from vendors like Comodo, Jiangmin, and Rising incorrectly identify the Adobe Reader
installer as malware. False reports from these vendors include “TrojWare.Win32.Trojan.Agent.Gen,”
“Trojan/JmGeneric.bcy,” and “Suspicious.” Users also report “Failed to Initialize” errors and the installer getting
Workaround: Antivirus software vendors and service providers are addressing this issue so that the Adobe Reader
installer is recognized as legitimate. Ensure that your antivirus signatures are up-to-date.
Make sure that your system meets the minimum system requirements.
Note: Microsoft Windows 7 requires Adobe Reader 9.2 or later.
Troubleshoot download problems
If one of the following errors occurs when you try to connect to or download from the Adobe website, work through
the tasks below.
• Nothing happens.
• A file stops downloading prematurely.
• Any of the following errors occur: "The server returned extended information." "Connection failure has interrupted
the download. Check your Internet settings and click retry." "Cannot connect to server, server cannot be found."
1. Try to download Adobe Reader again.
Try to download Adobe Reader again by clicking the Download button.
2. Make sure that your Internet connection is stable.
An unstable Internet connection can prevent you from downloading from other websites. Try downloading a file from
another website, such as www.microsoft.com, www.apple.com, or www.mozilla.com. If the problem persists, contact
your network administrator, help desk resource, or Internet service provider (ISP). See Resolve an unstable Internet
connection to the Adobe website or FTP site for details.
After you establish a stable Internet connection, try to download the file again. If the original attempt to download the
file was interrupted, restart the download process within the web browser you were using.
3. Download when there is less activity on the Internet.
A high volume of activity can interfere with an Internet connection. For best results, try to download files when there
is less activity (for example, late in the evening, early in the morning, or on weekends).
4. Download Adobe Reader from a different link.
Try downloading the Adobe Reader installer directly by clicking this link: get.adobe.com/reader/direct.
5. Update the video card driver (Windows only).
Video card manufacturers frequently update their software drivers. If you haven't recently updated the video card
driver, contact the video card manufacturer for an updated driver, or download one from the manufacturer's website.
(To determine the manufacturer of a video card, view the card's properties in Device Manager.)