Acrobat 2017 prompting for login

[michaelr94130532]

A massive number of our end users are being prompted to logon to Acrobat 2017 making Adobe Acrobat unusable. Our application deployment was configured using the Acrobat Customization Wizard with offline exception granted and online services disabled which I believed prevented the logon prompt. I guess I was wrong.

This is a Windows 10 environment.

Any ideas is greatly appreciated.

[markr92755728]

I am having the same issues. We can assist our user wiht getting logged in successfully. The question is why this happening? If a user is already logged in, is there a way to disable to login so to not interupt their workflow?

[michaelr94130532]

I was under the impression disabling online services and/or removing sign-out prohibited this prompt from happening. You can configure those options uing the Adobe Customzation Wizard.

[michaelr94130532]

Just got a response from an Adobe agent. Unfortunately, this doesn't prohibit the prompt from happening again.

Sorry to see your users are having issue with 2017 Acrobat Pro.  We had several other agencies have the same issue last week.  Please submit a support tickets.  While you are waiting on their response, please complete the below steps as they may correct the issue.

• Restart machine
• Close all the processes
• Delete the complete folder of SLCache and SLStore under this location  (C:\Program Files (x86)\Common Files\Adobe ) or ( C:\Program Files\Common Files\Adobe )
• Delete the complete folder of OOBE present in the User Profile Location ( C:\Users\username\AppData\Local\Adobe )
• Run the app again and entered the serial number

SlCache, SlStore and OOBE are the folders which includes the licensing information and patches of Adobe Acrobat Perpetual license. If this can be renamed or deleted, Acrobat will act as a fresh install and will ask for serial number at launch which will activate the Acrobat again on the user machine.

[michaelr94130532]

Now that we are uninstalling and reinstalling we are seeing tickets where the app is starting to crash when launched. The instructions provided to us do not appear to be working as intended. Once you delete the folders and launch Adobe it tells that you need to uninstall and install the program.

[Ravi.gour]

Hi

Please don't delete the SLCache and SLStore folders, this can cause issues running Acrobat.

I would recommend trying the follwing steps

1. If you have deleted these folders, please unisnatll Acrobat and reinsatll it. otherwise directly try second step below. 

2. Provision Acrobat using the APTEE tool ( https://helpx.adobe.com/in/enterprise/package/help/provisioning-toolkit-enterprise.html) commands

a. Generate a prov file first using below command

adobe_prtk --tool=VolumeSerialize --generate --serial=<serialnum> --leid=<LEID> --regsuppress=ss [--eulasuppress]  [--provfile=<Absolute path to prov.xml>]

b. Provision Acrobat using the generated prov file by following command

adobe_prtk --tool=VolumeSerialize [--provfile=<Absolute path to prov.xml>] --stream

Regards

Ravi

[Jay26659153pqgd]

This is still an issue without a fix.

[Isabelle24892216h5s8]

Hello, 

I followed all the steps and at the end I have an error 14 and no prov.xml file

adobe_prtk --tool=VolumeSerialize --generate --serial=XXXX-XXXX-XXXX-XXXX-XXXX-XXXX --leid=1954773 --regsuppress=ss --eulasuppres --provfile=c:\temp\prov.xml

Copyright 2018 Adobe Systems Incorporated
All rights reserved.
Return Code = 14"

Could you help me ?

Regards,

Stéphane

[S. S]

Hi @Isabelle24892216h5s8,

Hope you are doing well. Sorry for the trouble, and the delayed response.

In case you are still looking for a solution, you might want to try the below steps:

Verify Path and File Location

First, ensure that the c:\temp\ directory exists on your system. The prov.xml file will be generated in this location, so if the path is incorrect or the folder doesn't exist, the tool won't be able to save the file.

• Check the folder C:\temp\ and make sure it exists.
  • If it doesn’t, create it manually by navigating to C: > right-click > New > Folder > Name it temp.

Check for Correct Syntax in the Command

The adobe_prtk command must be correctly formatted, with accurate parameters. You can review your command to make sure everything is in place:

The basic syntax for the tool is:

adobe_prtk --tool=VolumeSerialize --generate --serial=XXXX-XXXX-XXXX-XXXX-XXXX-XXXX --leid=1954773 --regsuppress=ss --eulasuppress --provfile=c:\temp\prov.xml

• Ensure that the serial number (--serial) is correctly entered.
• Double-check that --leid (License Event ID) is accurate. 1954773 is a placeholder here, so replace it with the correct LEID for your version of Adobe software.
• The --provfile=c:\temp\prov.xml should point to a valid file path where the prov.xml can be created.

Hope this helps.

-Souvik