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Acrobat Licensing Application hangs after login on Mac OS 10.15 (Catalina)

Forum|Forum|6 years ago
November 20, 2019
23 replies
36475 views

I bought a license for Adobe Acrobat Pro 2017 and installed a freshly downloaded version from the Adobe Website on Mac OS 10.15.1. After login with the Adobe ID I get the following screen and cannot open Adobe Acrobat. The same problem is reported here: https://community.adobe.com/t5/acrobat/adobe-acrobat-2017-pro-mac-os-10-15-can-t-install/m-p/10686836#M223379 but no solution is given. Any help would be very much appreciated.

CD Part Number ESD
CD Description Acrobat Professional Acrobat_2017_Web_WWMUI.dmg,Acrobat_2017_Web_WWMUI.xml,proxy.xml
Build Date = 20190926080144

Crash or freeze

Correct answer c88667815

I found a solution thanks to HBushra in this thread. The problem seems to have to do with missing permissions. In order to get it to work you have to run it once with the command sudo in Terminal. Open Terminal and type:

sudo /Applications/Adobe\ Acrobat\ 2017/Adobe\ Acrobat.app/Contents/MacOS/AdobeAcrobat

and enter the password of your user account (if you installed it somewhere else you have to change the path). After that the Acrobat Licensing Application completes and you have to accept the terms and conditions. Next time you can start it normally from dock.

Hope that helps!

Show previous replies

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Marisabel7

Participant

It worked! Thank you!

A

authentic_Cosmos15C3

Participant

Finally, it worked.

I had tried everything, including going into the terminal a setting up the issue of missim¡ng permissions, as described above but nothing worked. I saw this last suggestion, I did not think this was going to work, but it was not too much effort to give it a chance. So, I tried what dkeenan suggested:

Create a new administrator account.
Log into the new account.
Go into the applications folder.
Open the Adobe Acrobat (in my case 2015) directly.

Everything worked just fine. My Adobe Acrobat had already been previously installed, so it just went to the next step without any blank windows.

Then I came back to my main account, deleted the new user account, and no problems anymore.

I did all of this from my main account, just switching users. After months of frustration, it was solved in less than 5 min.

This is the best advice in months, thanks a lot.

F

François157F17590761

Participant

Finally!

I have tried ALL of the other methods mentioned on the forums, and this is the only one that worked!

Many thanks for sharing it!

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academy fors14715546

Participant

Recently I upgraded my Mac, and am now using Catalina. I reinstalled Acrobat Pro 2017 and for about a week, it worked fine! I was able to use the application without trouble. When trying to open a PDF today, the Adobe Licensing App opens up and prompts me to sign in, leading only to a blank screen. I came to the thread looking for help, and tried the suggestions given. Even when opening from Terminal, the licensing app does not allow me to put in a username and password after clicking "sign in". I have uninstalled everything Adobe related, reinstalled 2017 making sure it's the latest version, and tried running sudo in terminal. Nothing is working for me, please help!

D

dkeenan922

Participant

I have the same issue after upgrading my mac, I go to open Adobe Acrobat 2017, AcroLicApp opens, click Sign in, then nothing happens. Have tried the sudo suggestion in Terminal after reinstall, still no joy. Any other suggestions would be grateful.

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moissejs46053530

Participant

I have the identical issue, on a new Mac I tried installing Acrobat Pro 2017 (bought the license 2 years ago already), Install worked fine, when I start Acrobat, Acrobat closes and the Acrobat Licensing Application launches with just a White Screen.

Already tried the mentioned Terminal/Sudo approach, no changes.

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TCH88

Participant

YES! Thank you -- It worked after accessing Terminal. I spent 2 hours w/ Adobe chat support and got NOTHING out of it (install, delete, reinstall...COMPLETE waste of time). I'm not a computer guy and can't for the life of me understand how Adobe support couldn't fix this. It took me 1 minute after reading this post.

rtcisdept

Participant

Such a life saver! Thank you!!

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authentic_Cosmos15C3

Participant

This is all that I get no matter what I do or what I try after upgrading transferring from an old Mac to a new one using Catalina.

All this is just a big waste of time. This is something that shouñdl be transparent for the users, and there is no justification for such as waste of time.

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Salbillos

Participant

I am sorry to tell you that if you upgraded from an old version of Adobe from an old Mac, that specific version was possibly working under 32 bits, but now with Catalina there is no option to run any software using the 32 bits format. I had it installed in my Mac and after upgrading to Catalina I lost all those applications.

Too bad for us, but I recently had to buy the Adobe Acrobat 2017 version and it works now for me under Catalina. The thing is that it should be advisable for the Adobe people to give some sort of discounts to the people who already had the oldest version!!!

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academy fors14715546

Participant

I have the 2017 version and it is not working for me on Catalina! It did for about a week, but now for some reason everytime I open Adobe the licensing app also opens, prompts me to sign in, and gives a blank screen. I've tried everything in this thread. Uninstall, reinstall, open sudo in Terminal - none of it is working. I'm at a complete loss.

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Salbillos

Participant

Thank you so much!!! It worked for me too.

I was starting to get totally upset, but finally it worked out fine.

Great help.

T

Tarunsharma235

Participant

Thank You so much it helped me fix this issue

K

K. GAZZEH

Participant

Hello Tarunsharma235 ,

Please help me by giving the step by step procedure that worked for you.

I tried the sudo command but it didn't work, I still have "Activation failed" and it returns the fllowing:

Last login: Thu Apr 2 16:54:14 on ttys000

Hends-MacBook-Pro:~ root# sudo /Applications/Adobe\ Acrobat\ 2017/Adobe\Acrobat.app/Contents/MacOS/AdobeAcrobat

Hends-MacBook-Pro:~ root# objc[2108]: Class HTTPHeader is implemented in both/Library/Application Support/Adobe/AdobeGCClient/AdobeGCClient.app/Contents/MacOS/AdobeGCClient (0x10be621d0) and /Library/Application Support/Adobe/AdobeGCClient/HDPIM.dylib (0x117398890). One of the two will be used. Which one is undefined.

objc[2108]: Class ProxyManager is implemented in both /Library/Application Support/Adobe/AdobeGCClient/AdobeGCClient.app/Contents/MacOS/AdobeGCClient (0x10be62220) and /Library/Application Support/Adobe/AdobeGCClient/HDPIM.dylib (0x1173988e0). One of the two will be used. Which one is undefined.

objc[2107]: Class oobelibclass_CS7_7 is implemented in both /Library/Application Support/Adobe/Acrobat 2017 Helper Frameworks/OOBE/adobe_prtk_lib.dylib (0x104e4a728) and /Library/Application Support/Adobe/Acrobat 2017 Helper Frameworks/adobe_oobelib/acrolic/adobe_oobelib.dylib (0x107c5cab8). One of the two will be used. Which one is undefined.

AcroLicAppCoordinator: Setting application language en. Will start processingworkflow is doing the work2017 workflow started....Start working perform2017Workflow .......Processing workflowID : SERIAL_NUMBER_ACTIVATION_FAILEDworkflow is done the workALVCState_QuitApp : View loaded...ALVCState_QuitApp yesButtonClickedAcroLicPRTKLib : Releasing session....AcroLicIMSLib : Releasing session....AcroLicOOBELib : Releasing session....ALVCState_QuitApp viewWillDisappear

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Tarunsharma235

Participant

Hi Karim,

What I did was I uninstalled everything that was Adobe on my system and then reinstalled with the .dmg file and tried to activate again when I was prompted to sign in on the activation window the I ran the sudo commands and basically followed the steps on the screen that was prompted.

One thing to note is I had Adobe Creative Cloud open at the same time earlier when I tried the sudo command and i got an error saying that an activation Instance is already open so the current sudo command will quit so that why I say uninstall everything and start fresh and try this sudo command when you open the Acrobat for the first time after install and when it's asking you to activate the software

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SSpivey

Participant

This worked for me!! Thank so much for sharing the answer that worked. You must use this with the adobe program closed. I initially tried to use my AdobeID password when asked for a password, but realized since it was asking for permissions, I needed to use my computer password to grant those permissions. After that was done, licensing was a breeze and the program works! Thanks again!!!

K

K. GAZZEH

Participant

Please help me

I have the same issue with a purchased licence acrobat pro 2017 student and teacher, with MacOS Catalina 10.15.4

Litterally, spent a whole day with Adobe support (chat and remote control over my Mac Boik pro), close to loose my mind, but no tangible result.

Please explain after typing my computer password and hiting enter, what to do??? The box stay open. Shoukd I go to the red X and simply close it and than open acrobat ?

I did it, I'm surely missing something. Please help.

K

K. GAZZEH

Participant

I forgot to tell that I'm getting the message "activation failed"

Thank you for your help.

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ekobpc

Participant

I put that sudo command into Terminal and clickd return. It asks me for a password, but it does not let me type anything in. When i click "return" again, it says "wrong password, try again." Non-technical guy here. Any ideas?