License issue - no edit function, license blank

Hi ​@Ellen27736719bttr 

Hope you are doing well and thanks for reaching out.

++ Adding to the suggestions by ​@Ankit-AV , please check the links below for more information. 

1. https://helpx.adobe.com/enterprise/kb/enterprise-id-faq.html This article helps you choose the correct accounts and profiles for your desired apps and assets.

2. https://helpx.adobe.com/creative-cloud/apps/troubleshoot/diagnostics-repair-tools/run-creative-cloud-cleaner-tool.html Use the Creative Cloud Cleaner tool to fix common issues, such as removing outdated Adobe software, cleaning corrupt files, and repairing host files for Adobe server connectivity.

Regards
Amal

Hey ​@Ellen27736719bttr, sounds like you’ve already been pretty thorough with the troubleshooting on this one - reinstalling, checking the account side, rebooting. This usually points to a local licensing/cache issue on the machine rather than the actual entitlement, and a reinstall also doesn’t clear it because the old Adobe ID credentials and licensing cache are still there.

A few things worth trying:
1. Have the user fully sig out of Acrobat, then also sign out of the creative cloud desktop app (not just Acrobat), close both completely, then sign back in through Creative Cloud first and launch Acrobat from there - not by double-clicking a PDF directly.
2. Check if they have more than one Adobe ID tied to that machine (personal + work). If “Select my profile automatically” is on in account.adobe.com > Account and Security > Sign-in and Security, it can silently pick the wrong profile. Turn that off, sign in again, and manually select the correct enterprise profile.
3. If that doesn’t help, run the Creative Cloud Cleaner tool but on select “Adobe ID Credentials” - this clears the stale licensing cache without wiping other CC apps. Reboot after.
4. On the admin console side, try removing the license and reassigning it rather than leaving it as-is - that forces a fresh entitlement token instead of waiting on sync.

If none of that works, it’s worth checking the OOBE folder for leftover license files. Close Acrobat and Creative Cloud completely, then go to c:\programData\Adobe\OOBE (Windows) or Library/ApplicationSupport/Adobe/OOBE (Mac, both user and system level). Rename the folder rather than deleting it, restart the machine, then sign in through Creative Cloud again and launch Acrobat from there. This forces it to pull a completely fresh licensing token instead on relying on whatever’s cached locally.

Hope one of these gets it sorted.
-AV