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Question

Acrobat DC Licensing Issues when Connecting Through VPN

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Hello Everyone,

This was cross-posted in the licensing forum, but so far no one has responded with any ideas, so trying to post this here as well...

We are running into an issue where random users are losing their Acrobat Pro DC licensing when they are connecting to the VPN through the office.

The connection for the VPN is split tunnel, so Internet traffic is not going through the VPN. Verified DNS services are able to resolve both lm.adobe.io and lm.licensing.adobe.com in and out of the VPN without an issue.

Is there a log file associated with the Creative Cloud app or the Acrobat Pro DC app which will point us to a reason for the licensing being removed?

Fixes that have worked, but are only temporary

1) Logging out and back into Creative Cloud/Acrobat Pro DC

2) Restarting the machine and then logging out and back into the Adobe products
3) Reinstall of the Adobe products

The issue does not happen to everyone, so far out of our 13 users only 6 have reported the problem; while all of them use the VPN on a daily basis.

Thank you!

T

Tetthys

Participant

Same issue in 2024...

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S

SLSadm2

Participating Frequently

As of 11.16.2022 we are also finding this issue cropping up when our users are connecting to the VPN, but when onsite the issue doesn't occur. We found that disconnecting from the VPN, logging out and back in, then reconnecting fixed the issue. Not everyone is experiencing the problem but enough users that we're concerned it may escalate over time.

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susan gleason

Participant

Working remotely, adobe pro is not downloading over company vpn.

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PartsMarketing

Participant

I'm encountering the same issues as of 9/23/2020. Very frustrating - not getting any resolution.

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ls_rbls

Community Expert

Is this happening in a virtualized environment?

What operating system are the Clients using?

What Adobe Acrobat version and licesning track is used ?

In any case, you must ensure that users are not using their roaming user account to sign-in in more than one device simultaneously (i.e. like the physical machine and a virtual host simultaneously) or they will get logged off and all the licensing removed.

Is this happening in a Named User Licensed environment or serialized?

NOTE: As far as the VPN is concerned if you have other users with the same exact settings, and they're all in the same router segment, I wouldn't pay too much attention to that yet until you can confirm what those other 6 users are doing.

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B

bcmbadminAuthor

Participant

Thank you for the quick reply,

The users are taking their laptops home from the office, no virtualized infrastructure used for the user environment. For roaming profiles only the users' documents and desktops are redirected, %appdata% is not. Operating system is a mix of Windows 10 1903 through 2004.

Licensing-wise, we are using Adobe Acrobat Pro DC, and whatever licensing is provided through the Adobe admin portal. Users sign into the application to license it.

As for the users with the VPN, they are using the VPN client to dial into the office network from home; tried both the SSL and IPSec dial-in VPNs offered by the firewall. Its a small mixed bag on when the licensing fails to update dynamically when connecting.

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ls_rbls

Community Expert

Wow. This is as appealing and challenging as it is complex.

I would say to share some logs with Adobe directly so they can look into this.

Here's a direct download link for the Adobe Creative Cloud Log Collector Tool:

https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

Follow the instructions in that link to collect the logs.

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