Installation Troubleshooting

EverMap plug-ins for Adobe® Acrobat®

Introduction

If you have installed the plug-in but do not see Plugins menu in Adobe Acrobat (see instructions on how to locate Plugins menu), then please use the following troubleshooting checklist.

Turn off "Use Only Certified Plug-ins" Option

• Close all browser windows.
• Restart Adobe Acrobat
• Optionally, restart your computer. Sometimes, Adobe Acrobat may be running invisibly by the web browser and prevent Adobe Acrobat from updating the menu.

If you have restarted Adobe Acrobat but still do not see the "Plug-ins" menu, then make sure that Use only certified plug-ins option in Acrobat application preferences is not set:

1. Start Adobe Acrobat and select Edit > Preferences... from the main application menu or press CTRL+K on keyboard for a quick access.
2. Select "General" group of settings.
   
   
   
   
3. Scroll down the right-hand panel until you see Application Startup section and Use only certified plug-ins checkbox:
   
   
   
   
4. Make sure that "Use only certified plug-ins" option is OFF.
5. Save settings and restart Adobe Acrobat.

Check Adobe Acrobat Licensing

Make sure that Adobe Acrobat is properly licensed and that the user is correctly signed in. If Acrobat is not properly licensed, it will not load third-party plug-ins. This is a frequent source of issues.

• Start Adobe Acrobat
• Expand Help menu and check if there is Sign Out menu available.
• Select Help > Manage My Account... from the menu and verify the account status.
• Double-check if paid Acrobat features are unlocked such as Edit PDF.

Check Setup Version

Verify that you are using a version of the setup file that supports version of Adobe Acrobat you are using. If you are trying to install an old 32-bit plug-in under a new 64-bit Adobe Acrobat (introduced around Dec 2021/January 2022), then it is not going to work. All plug-ins released before January 2022 are 32-bit and are incompatible with 64-bit Adobe Acrobat. You can check the build date for the plug-in via "Help > About Third Party Plug-ins >..." menu in Adobe Acrobat. Download the latest installer that supports 64-bit Adobe Acrobat by logging into the customer account at https://www.evermap.com/upgrades.asp. Download access is provided for two years after the purchase. If the license is outside of maintenance period, then you would need to renew maintenance in order to get access to the most recent setup file.

Turn Off Protected Mode

Make sure you are not running Adobe Acrobat in Protected Mode. In this mode, file access to non-PDF files is disabled. However, this option rarely cause Plugins menu visibility issues.

Whitelisting Adobe Acrobat and Plugins in Norton Antivirus

Sometimes, Norton Anti-Virus may block a plug-in from execution. Please see the following page for detailed step-by-step instructions on how to whitelist Adobe Acrobat and all installed plug-ins.

Troubleshooting Plugin Loading

If you continue to have installation issues and do not see Plugins menu, then it is possible that plugin is being blocked by another app or security policy. You can monitor loading and see what is causing the issue by using ProcMon application from Microsoft Sysinternals.

Contact Tech Support

If you continue to have installation issues, please contact technical support at tech@evermap.com and attach a system report for Adobe Acrobat installation.

Silent Installation

You can install software without displaying any dialogs or user interaction. This mode is useful for deploying software for a large number of users. All setup programs support a number of special command-line parameters that might be useful for system administrator.