adobe pdfs not checking into netdocuments

have adobe pro dc 2020...documents not checking in with netdocuments...2 users with issue...docs are also not showing in nd's activity list...

v20.005.30467 of adobe...

v3.2.0.19057 of nd office...

apps have been uninstalled/reinstalled...

I have same versions as user and i do not have the issue...

per https://support.netdocuments.com/s/article/209736993 ......we both do not have the reg key referenced in that article.

thoughts pls??