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T
tiankun_0013
Participant
June 16, 2025
Question

Cannot show the AI assistant on the desktop Adobe Acrobat

  • June 16, 2025
  • 2 replies
  • 931 views

Dear Support Team,

I recently subscribed to the AI Assistant service (Order Number: AD03433300438ETH). I can access the assistant when viewing some online PDFs via Google Chrome. However, when I download the same PDF and upload it to Adobe online, the AI Assistant is no longer accessible. Additionally, I cannot see or access the AI Assistant in the latest desktop version of Adobe Acrobat (version 25.001.20531) on my PC.

My account is linked to a university email address, and I’m unsure if that could be affecting functionality.

I’ve already tried several recommended solutions, including:

  • Changing the language settings to English (my system was already set to English),

  • Using Adobe Cleaner to completely uninstall the software,

  • Restarting my PC and reinstalling the latest version from the official Adobe link.

Unfortunately, none of these steps have resolved the issue.


I am currently located in Thailand and wonder if regional restrictions might be a factor as well.


Could you please assist in resolving this issue? Thank you very much for your support.


Figure 1: online paper opened by the Google Chrome.
Figure 2: any paper opened by the desktop app.
Figure 3: the same paper with shown in Fig.1, but after download and upload to Adobe online.
Figure 4. My account plan
Figure 5. My subscription of AI Assistant
(BTW, I do not know why when I use alternative account of Google Chrome show the page of My account as Fig 5, but when I use the same email as Adobe one, it will show as Fig.4, cannot find any information about my AI Assistant description information)





2 replies

V
Adobe Employee
Vinod Dobhal
Adobe Employee
June 16, 2025

Hi @tiankun_0013 ,

 

Thanks for reporting the issue. Could you please share the Acrobat diagnostic logs with us to investigate the issue at our end?

To collect the logs:
  1. Download and run the Diagnostics Utility from: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html
  2. Click on Start Diagnostics.
  3. Launch Acrobat, reproduce the issue with your file.
  4. Once done, click Stop Diagnostics.
  5. Copy the Log ID and share it with us.

 

Thanks,

Vinod

T
tiankun_0013Author
Participant
June 24, 2025

I have contacted your support team and received remote assistance to help resolve the issue. Based on what Meenakshi Negi previously mentioned, it seems the problem may have occurred because I subscribed to the AI assistant using a personal login, but later accessed the desktop app using a school/company login.

However, I'm still unclear and confused about the difference between choosing "personal" and "school/company" during login. When should each option be used? It would be helpful if some clear instructions or guidance were provided on the login page.

Additionally, I have another question: I would like to use the AI assistant under my personal subscription (which is associated with the same university email address). When I log into the desktop app using the personal option, I cannot access the plan provided by my university. How can I resolve this so that I can use both my personal subscription and the university-provided access at the same time?

 

 

Meenakshi_Negi
Meenakshi_Negi
Legend
June 16, 2025

Hi tiankun_0013,

 

Thank you for reaching out.

 

As we check screenshots, it is related to your account type. You purchased the AI Assistant subscription using your personal account. However, the account used for the Acrobat desktop and web versions is the one provided by the university. 

To check that, you can use an alternate browser and try to sign in with your Adobe ID (email address), which is shown in screenshot 5 (that you redacted) shared above. Ensure you use the personal profile when signing, and see if you can see the AI assistant feature there. 

 

Let us know how it goes. 

 

Thanks,

Meenakshi

T
tiankun_0013Author
Participant
June 24, 2025

I have contacted your support team and received remote assistance to help resolve the issue. it seems the problem you mentioned that I subscribed to the AI assistant using a personal login, but later accessed the desktop app using a school/company login.

However, I'm still unclear and confused about the difference between choosing "personal" and "school/company" during login. When should each option be used? It would be helpful if some clear instructions or guidance were provided on the login page.

Additionally, I have another question: I would like to use the AI assistant under my personal subscription (which is associated with the same university email address). When I log into the desktop app using the personal option, I cannot access the plan provided by my university. How can I resolve this so that I can use both my personal subscription and the university-provided access at the same time?

 

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