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miriam graham
Participant
October 11, 2022
Answered

Problems downloading Acrobat DC following recent renewal of Acrobat Pro licence

  • October 11, 2022
  • 2 replies
  • 404 views

I work at a university and have recently had my licence for Acrobat Pro renewed and received an email from Adobe confirming this and giving me details of how to 'get started with Acrobat Pro'. I followed the instructions and things were working fine last week but, since yesterday, I've been unable to use Acrobat DC. I've tried downloading it but it's not working, even though on my account on the Adobe website, it shows that my package includes DC. When I try to download from the Adobe site, I get the message "Request access to Acrobat DC to continue installation" and there doesn't seem to be an option within Creative Cloud for me to download DC.


Anyone else having this issue? I've spoken to my organisation's IT Services and they are aware of a couple of other people having a similar issue, but haven't been able to provide a solution yet. I've tried to contact Adobe, but they say I have to speak to my organisation's administrator/IT support!

 

This topic has been closed for replies.
Correct answer Abambo

As @kglad said, the school's IT helpdesk is responsible for the first level support. If they can't figure out what happens, they need to contact Adobe for priority support. That's basically what Adobe support told you. The background here is that normally, users are not entitled to do some operations and that Adobe cannot fiddle with the companies IT policy.

 

So go to your IT, and they probably together with you should contact Adobe.

 

As an indication: My crystal ball says to me, that the licence has not been allocated correctly to you or some settings on your computer need to be changed.

 

As a side note: you say DC is included in your package. Can you use other Adobe programs without a problem? Would be interesting to check if the limitation is only happening for Acrobat!

2 replies

Abambo
Community Expert
AbamboCommunity ExpertCorrect answer
Community Expert
October 11, 2022

As @kglad said, the school's IT helpdesk is responsible for the first level support. If they can't figure out what happens, they need to contact Adobe for priority support. That's basically what Adobe support told you. The background here is that normally, users are not entitled to do some operations and that Adobe cannot fiddle with the companies IT policy.

 

So go to your IT, and they probably together with you should contact Adobe.

 

As an indication: My crystal ball says to me, that the licence has not been allocated correctly to you or some settings on your computer need to be changed.

 

As a side note: you say DC is included in your package. Can you use other Adobe programs without a problem? Would be interesting to check if the limitation is only happening for Acrobat!

ABAMBO | Hard- and Software Engineer | Photographer
    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    October 11, 2022

    the schools cc plan admin should contact adobe support for help.  they have a tab on their admin console to do that.

     

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