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T
TheITeaGuy
Participant
April 3, 2023
Question

Users can create accounts but cannot sign in to Adobe Acrobat 2020 stand-alone

  • April 3, 2023
  • 1 reply
  • 1743 views

Migrating from 2017 to 2020, we noted that our (non-cloud) instances of Acrobat require users to create accounts.  None of my userse currently have an Adobe account.

 

When we launch Acrobat 2020 for the first time there is a prompt that allows us to create new accounts.  We go through this process and it appears as if accounts are created successfully, but Acrobat 2020 itself will not allow us to sign in.  When given (correct) credentials, the prompt just goes white and ultimately sends us back to the "Sign in" panel that pre-empts where you can actually submit credentials.

 

I tried to get users to log into the Adobe website with the accounts that were just created, and this does work - the user we tested this on was able to sign in over at Adobe's website, but the Acrobat software itself does not appear to sign in successfully.  Best we get is the software apparently accepting the Username on page 1 (even loading the randomly generated avatar thing correctly) but then not doing anything useful when provided with the password on page 2.

 

This seems to have been an issue for some, but none of these troubleshooting steps seem to work:

https://helpx.adobe.com/download-install/kb/acrobat-repeatedly-prompts-for-sign-in.html

https://community.adobe.com/t5/acrobat-discussions/acrobat-keeps-asking-to-sign-in/td-p/11525698

 

There's no creative cloud software, we can't launch Acrobat to update it (as it requires a sign in), network settings are correct, and I even turned off our HBSS software to see if that was maybe blocking something - no effect.

 

We also checked the user's account on the website and it does not appear to list any registered devices, so it doesn't seem like the account has "found out" about this instance of Adobe 2020 yet either.

 

Has anyone else successfully gotten around this?  Is there maybe something on the website that can be set (like giving the license key to the account) that may allow them to bypass the sign in phase?

1 reply

N
Adobe Employee
Neha26159196cl4n
Adobe Employee
April 3, 2023

Hello, you are facing a sign in loop issue, please try the troubleshooting mentioned in this link
https://helpx.adobe.com/in/download-install/kb/adobe-sign-in-loop.html 

N
Adobe Employee
Neha26159196cl4n
Adobe Employee
April 3, 2023

You can also try this:-

1. Delete the SL Cache from the below location: C:Drive>>Program files (x86)>>Common files>>Adobe >> SL Cache

2. Delete the SL Store from the below location: C:Drive>>Program Data>>Adobe>>SL Store

After that set permission to Adobe folders:
 Locations:-
C:Drive>>Program files (x86)>>Common files>>Adobe)
C:Drive>>Program Data>>Adobe>>SL Store

Premission steps:-
1. In File Explorer, right-click the Adobe folders , and choose Properties.

 

2. Click the Security tab, and then click Edit to set permissions:
Allow all full control permission to all groups and users

 

3. Click OK to close the Permissions dialog box.

 

 

 

Also install Creative cloud desktop app as its an application manager tool that helps with sign in issue:-
https://creativecloud.adobe.com/apps/download/creative-cloud 

T
TheITeaGuyAuthor
Participant
April 4, 2023

Thank you for the leads.  On the first link, it appears as if our permissions are set the way they need to be with Administrators, SYSTEM, and Users on both those locations.  On the latter, giving Full Control to everyone seems to be a vulnerable position to configure ones self to, however.

 

I have deleted the files in the SL Store, but this didn't solve the issue.  I did notice it repopulated files in that location when I ran the application, though, so I would presume permissions may be correct as-is.

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