Answered

Fresh install - AI assistant not available even with subscription

Forum|Forum|8 months ago
November 25, 2025
2 replies
604 views

I have Acrobat desktop with the AI assistant add-on, all worked well.

I now have a new latpop, installed Creative Cloud, logged in, installed Acrobat and no assistant option shows. Interestingly, I'm also invited to enjoy a 'free 7-day trial' even though you can see in the screenshot that I have the pro tools and they all work fine. Any ideas?

I have already signed out/clean reinstall etc.

Al Assistant

This topic has been closed for replies.

Correct answer Meenakshi_Negi

Hi Marc30461809uw4l,

Thank you for reaching out, and sorry for the trouble caused.

Please try removing the application and installing the Acrobat from this page: https://adobe.ly/4o9JcVf. You may use the steps as suggested below:

-Remove the application and run the cleaner tool (https://adobe.ly/4pp6zLA).
-Reboot the machine
-Install Adobe Acrobat from the following page: https://adobe.ly/47ZqGu2.

Let us know how it goes.

Thanks,

Meenakshi

R

ravinderg62643219

Adobe Employee

Hi @Marc30461809uw4l

Could you please confim if you are getting the free trial message on every launch or was on first launch when you signed in.

Also, could you please confirm, have you customized to installer to block some features.

To debug this issue further please share Acrobat diagnostic logs with us. You can follow steps mentioned at https://helpx.adobe.com/in/acrobat/kb/acrobat-diagnostics.html to upload logs and share the log ID with me here.

Regards

Ravi

M

Marc30461809uw4lAuthor

ID: bc9d3f50-589a-45e9-888b-e62b8e270f28

The message is visible on every launch. We used the standard installer in Creative Cloud, and also uninstalled everything and installed Acrobat from this link https://helpx.adobe.com/ca/download-install/kb/download-install-acrobat-subscription.html

Meenakshi_Negi

Legend

Hi Marc30461809uw4l ,

Thank you for sharing the log ID and information.

We will check and update you with more information.

Thanks,

Meenakshi

Meenakshi_NegiCorrect answer

Legend

Hi Marc30461809uw4l,

Thank you for reaching out, and sorry for the trouble caused.

Please try removing the application and installing the Acrobat from this page: https://adobe.ly/4o9JcVf. You may use the steps as suggested below:

-Remove the application and run the cleaner tool (https://adobe.ly/4pp6zLA).
-Reboot the machine
-Install Adobe Acrobat from the following page: https://adobe.ly/47ZqGu2.

Let us know how it goes.

Thanks,

Meenakshi

M

Marc30461809uw4lAuthor

Confirming my IT team performed an uninstall (using their preferred 3rd party tool), then the cleaner and recommended install file, all now working as it should.

Souvik Sadhu

Legend

Hi @2085257.hopkinson,

Hope you are doing well. Sorry for the trouble with using Acrobat.

I checked your email address registered on the community, and could not find an active subscription on the account.

Could it be that you purchased the subscription on a different account and are using this email address, which triggers the Free trial pop-up?

Please launch Acrobat and check the email address you are using; it might work for you.

Also, thanks @Marc30461809uw4l, for letting us know what worked for you.

Regards,
Souvik.

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