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ruth_528491
ruth_528491
Participant
July 29, 2026
Question

Adobe Crashes during mandatory re-signin every 2 weeks, re-signin includes signin at company website and DUO verification

  • July 29, 2026
  • 3 replies
  • 23 views

I work for a company that uses creative cloud for access to Adobe Acrobat, and the settings currently require signing in every 2 weeks.

At the two week mark, Adobe Acrobat and Creative Cloud will give me a pop-up that I need to re-sign in. When I do sign in with my company account, I enter my credentials, respond to the DUO VPN request, then have to enter my credentials a second time.

At this point, the program says my credentials cannot be verified and crashes/closes Creative Cloud and Adobe Acrobat. It’s always annoying because you’ll be in the middle of something and have it crash and lose all your work on you for just trying to sign in. Luckily, it lets you work for a little while after the Creative Cloud popup before the Adobe Acrobat popup (which keeps you from doing any more work in Acrobat, so you can save and exit, but only if you know already that it’s going to crash (which everyone at my company does now).

I’ve had Adobe reloaded onto my machine twice now by IT with no luck. I’m always able to sign in easily after the crash and after IT reloads Adobe, but then two weeks later we’re in the crash zone again.

Error screenshots attached. Anyone else had this issue and had any luck?

    3 replies

    jdonoghue_work
    jdonoghue_work
    Participant
    August 3, 2026

    I’m experiencing this, as well. 

    What I’ve done so far to troubleshoot, to no avail. 

    Sign user out of Acrobat DC. Clear credentials from Credential Manager if they exist. Disable the new Acrobat interface. Disable advanced security. Uninstall/reinstall including deleting existing Adobe folders. Renaming all Acrobat DC registry entries. And yet this issue persists for multiple users when attempting to send a Duo Push. 

    This has been an issue for weeks with no method to resolve working thus far. It’s only a matter of time before nobody using Duo will be able to login to Acrobat DC. 

    Amal Jaiswal
    Community Manager
    Amal JaiswalCommunity Manager
    Community Manager
    August 3, 2026

    Hi there


    Hope you are doing well, and thanks for reaching out. We are sorry for the trouble.


    I still need the information requested in my previous response to have this checked further by our development team.

    1. Are you on Windows or macOS?

    2. Which version of Acrobat and the Creative Cloud desktop app are you running? (You can check in Acrobat under Help > About Adobe Acrobat, and in the CC app under the account icon > About.)

    3. When the crash happens, does any error code appear on screen, or does it close silently? 

    4. Is your company using a VPN at the time of sign-in, or is Duo acting as a standalone MFA step?

    5. Has your IT team checked whether this is happening to all users on the same machine image, or only certain people?

    ~Amal

    Amal Jaiswal
    Community Manager
    Amal JaiswalCommunity Manager
    Community Manager
    July 29, 2026

    ​ Hi @ruth_528491 ,

    Hope you are doing well, and thank you so much for the detailed write-up. We are sorry for the trouble you are experiencing.

    Before I point you toward some steps, I'd need to have a few more details to help narrow this down:

    1. Are you on Windows or macOS?

    2. Which version of Acrobat and the Creative Cloud desktop app are you running? (You can check in Acrobat under Help > About Adobe Acrobat, and in the CC app under the account icon > About.)

    3. When the crash happens, does any error code appear on screen, or does it close silently? 

    4. Is your company using a VPN at the time of sign-in, or is Duo acting as a standalone MFA step?

    5. Has your IT team checked whether this is happening to all users on the same machine image, or only certain people?

    Once we have the required information, we can share relevant troubleshooting steps

    ~Amal

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