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cv72089397
Inspiring
January 24, 2022
Answered

SignIn problem with Acrobat Pro 2020 Classic Track if the Creative-Cloud_AllApps_ETLA-CC installed

  • January 24, 2022
  • 2 replies
  • 2714 views

Dear Adobe Support Team,
We have a Adobe SignIn problem with the Acrobat Pro 2020 Classic Track if the Adobe Creative-Cloud_AllApps_ETLA-CC is installed.
If the Adobe SignIn mask is closed in Acrobat without logging in, the entire application is closed.
It is therefore not possible to work with Acrobat.
The Adobe Acrobat Pro 2020 Classic Track was activated offline using the Adobe PRTK tool, and a Adobe SignIn screen should therefore no longer appear.
If Adobe Creative-Cloud_AllApps_ETLA-CC is not installed on the computer, such a message will not appear with Acrobat Pro 2020.
Tell us what we should do to make the Adobe SignIn mask no longer appear because the product was finally activated offline with the volume key. 

With best regards

This topic has been closed for replies.
Correct answer Adam Baali

Hi there

 

I have shared more details with you in private mesage please check.

 

Regards

Amal


Hi Amal,

 

We have the same issue. Our Adobe CC is licenced via our UK side of the business. Our Acrobat Pro Classic Track is licenced from Global.

 

The experience we get when installing one is fine and all works as expected.

 

Creative Cloud allows logging in and getting apps.

Acrobat Pro Classic Track opens and doesn’t prompt for a login and is licensed.

 

However, when both are installed Acrobat Pro Classic Track opens with a sign in prompt and when that is dismissed the application closes.

 

Reinstalling either CC or Classic Track in either order doesn’t resolve this.

Deploying them one or the other first also doesn’t resolve this.

 

Is there a solution to allow both apps to coexist in our environment.

 

Cheers,

Adam

2 replies

C
cv72089397Author
Inspiring
January 28, 2022

Hi
many thanks for the answer.
We do the support for an authority.
Unfortunately I can't send a video for privacy reasons, but here is a  screenshot.

In any case, Acrobat Pro is not usable, if the login window is closed, the program ends.
Maybe there is something else you can help me with.

Amal.
Community Manager
Amal.Community Manager
Community Manager
January 31, 2022

Hi there

 

Please try to create a new tset user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.

 

Regards

Amal

C
cv72089397Author
Inspiring
February 1, 2022

Hi Amal,
Even with the admin account nothing changes.
In addition, that would not be a good solution even then, because the users
should not work under admin rights.
I ran another test:
I have installed Acrobat Pro 2020 with a volume key as a test.

Adobe Acrobat Pro 2020 works without any messages, problems.
Then I installed the Adobe CC All Apps on the computer,
which was packaged with the FRL variant (depending on the customer as an offline or online package).
Acrobat Pro is not included with Adobe CC AllApps.

Now the Acrobat, which had not reported any problems, no longer works, see screenshot.
Acrobat Pro is suddenly a license-free installation with 3
Opportunities;
Quit Adobe Acrobat
Purchase Adobe Acrobat or
Start Free Trial Subscription.

If installation order is the other way around, only login mask comes
with Adobe ID.
Also in this case one cannot use Acrobat, the program
can only be closed.

Amal.
Community Manager
Amal.Community Manager
Community Manager
January 24, 2022

Hi there

 

Hope you are doing well and sorry for the trouble.

 

Would you mind sharing the version of the Adobe Acrobat Pro 2020 installed? To check the version go to help > About Acrobat and make sure you have the recent version 20.004.30020 installed. Go to Help > Check for Updates and reboot the computer once.
You may also download the patch manually using the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

 

Also, please share a small video recording of the issue for  better understanding.

 

We are here for help, just need more information.

 

Regards

Amal

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