Assigned Licensee unable to download / open Adobe Acrobat Desktop version

Question

I have assigned an Adobe Acrobat license to a member of staff and I’m within my subscribed amount of licenses but whenever I try to install the software onto their Windows 11 25h2 environment, it says there’s already an installed copy on the PC. When I try to uninstall, the system freezes and nothing happens. I have also tried uninstalling from the windows app setting but I can’t find it in the list on installed apps.

Whilst I can recommend the staff use the web version, there is still a limited amount of functions allowed. Also, desktop version is just more convenient.

Any advice on how to resolve this issue?

creative explorer · Answer

​@PGLAUI would suggest to use the Adobe Acrobat Cleaner Tool to remove those hidden files that are giving you those weird anomalies!https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.htmlIf you can, it might be even better if you run it as administrator when you are running the Adobe Acrobat Cleaner Tool. Choose Acrobat. And just follow the instructions. If by chance, there are files in the trash can, delete those too.You did mentioned a web version. I would also go into all the web browsers and clear the history, cache and cookies ‘All Time’ — the loop may be on an old cache page! I just did my browser, and I had to wait about 45 seconds.Next restart your computer. By restartingthe PC, it will clear the active memory of those registry hives.After the restart, since you said that ‘assign an license’, I would log into Admin Console,https://adminconsole.adobe.com, click on Manage or Products, and look for your package.https://helpx.adobe.com/uk/enterprise/using/manage-packages.html

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