acrobat and other CC pops up dialog device activation limit, for device thats currently signed in.

[Dave400]

Acrobat appears to have auto updated itself this morning (despite being disabled!)
Device activation limit prompt pops up on each subsequent launch, prompting to sign out on a device to enable current device, despite it being the one thats currently signed in...

Thought other CC apps were OK, however they also now show the same behaviour.

 

[Tariq Ahmad]

Hi @Dave400, 

Sorry for the troubled experience, and thanks for reaching out. 
This is a weird issue. While I report this internally to our product team, would you please check this article: https://adobe.ly/428B5Qy and let us know if that helps?

Best regards,
Tariq | Adobe Community Team | Meet Acrobat Studio

[Dave400]

No, each time I deactivated to allow existing device to sign in the app just crashed out and repeated process.

That said, at the moment, following 3rd machine restart all appears to have settled, though Acrobat when laucnhed shows the Acrobat Helper app open rather than the main application itself

[Tariq Ahmad]

Hi @Dave400, 

Glad to hear that it is working for you now. 
About Acrobat Helper, this happens if your Sandboxing in Acrobat is enabled. So you can delete that Acrobat icon from the Dock, go to Applications through Finder > Acrobat > Launch Acrobat, and pin that icon to the Dock. This is design behavior.

Also, while this licensing issue happened on the machine, could you please help us with the Acrobat logs? The logs we are interested in are at this location: 
/Users/<user-name>/Library/Containers/com.adobe.Acrobat.Pro/Data/Library/Logs/ - copy all to a folder name and zip it, upload to any cloud drive, and share the downloable link with us

Let us know if you have any questions.

Best regards,
Tariq | Adobe Community Team

[Dave400]

Hi Tariq

Thanks for the reply.

Sandboxing is not something I have turned on, nor can I find any option within preferences to enable/disable it.

I've always had the application within 'HD>Applications>Adobe Acrobat DC>Adobe Acrobat' pinned to the Dock, but when I click it it keeps the helper app open instead. This behaviour only started on Monday.

Logs, I checked the location you specified and there is no com.adobe.acrobat.pro folder.
Closest I could find is an 'Acrobat' folder, yet the Logs folder with that one is empty.

[Frits5C99]

[Windows 10]

I've got a similar problem: I get the message to deactivate my adobe apps on other computers but I have never installed them on another computer! I only use my desktop for all my adobe apps. It also says I last activated apps 3 hours ago, which should be less than an hour and before that, not for several days.

[Tariq Ahmad · Accepted solution]

Hi @Frits5C99, 

Thanks for reaching out, and sorry for the troubled experience. 
If you are still experiencing this issue, please help us with the diagnostic logs: 

To collect the logs:

1. Download and run the Diagnostics Utility from:  https://adobe.ly/4oTF4ua
2. Click on Start Diagnostics. Ensure advanced logging is checked.
3. Launch Acrobat, reproduce the issue with your file.
4. Once done, click Stop Monitoring.
5. Copy the Log ID and share it with us.

Thanks for your patience.

Best regards,
Tariq | Adobe Community Team | Meet Acrobat Studio

[Frits5C99]

Thank you for your answer, Tariq. I just checked the four apps I use (Acrobat, InDesign, Illustrator and Photoshop; the problem was with all four) and they are working as should be again. If you are still interested in these logs, let me know and I'll see what I can do.

[Tariq Ahmad]

Hello, 

Thanks for keeping us updated. 
I had escalated this issue to the product engineering, and you shouldn't be observing this issue anymore.  

Thank you for your continued support and patience. 

Best regards,
Tariq | Adobe Community Team