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philippb22358150
Known Participant
September 9, 2021
Question

Acrobat DC (2021) requires to sign in repeatedly

  • September 9, 2021
  • 1 reply
  • 9191 views

Hello there!

Some of our users reported lately, that in order to use Acrobat DC they have to sign in with their respectively Adobe ID on a regular basis. An example:

 

User A is booting his machine (Windows 10 1909 64-bit) in the morning and tries to open a PDF file. Although the cloud app is running, he is asked to enter his Adobe ID. When he does that, it then requires a security code, that is sent to his mailbox. Only after entering said code can he succesfully login to the Adobe Cloud and open the PDF file. This procedure is repeated nearly every single day.

 

Here are some of the things we already tried:

- Deleting/recreating the local userprofile

- Reinstalling Adobe Acrobat DC completely (incl. Cloud App)

- Updating Acrobat to the latest version

- Anything listed here: https://community.adobe.com/t5/acrobat-discussions/acrobat-keeps-asking-to-sign-in/m-p/11525698

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

- I even tried this procedure here: https://www.youtube.com/watch?v=SGYSZgJqOUo

 

Said behaviour isn't occuring with all the users, which makes this even more mysterious. No matter what we try, the affected users have to enter their Adobe ID at least once a day, which is driving them nuts in the long run.

 

In case someone will recommend to update Windows to the latest version (21H1), that isn't possible due to various reasons. But I think it should work with 1909 none the less.

 

Thx for the help, it is REALLY appreciated.

This topic has been closed for replies.

1 reply

Amal.
Amal.
Legend
September 9, 2021

Hi Philippb

 

Hope you are doing well and sorry for the trouble. As described some of your users are getting the sign in prompt at least once a day to enter the Adobe ID and the security code when opening the PDF file.

 

It seems like some users have activated the two step verification on their account. Please try the steps shared in the help page https://helpx.adobe.com/in/manage-account/using/secure-your-adobe-account.html to turn off the 2 step verification and see if that works for you.

 

Also, please check your network settings and group policy settings if  its a work machine managed by IT.

 

You may also try to create a new test user profile with full admin rights in Windows or enable the root account in Mac and try using the application there

 

Hope this information will help

 

Regards

Amal

P
philippb22358150Author
Known Participant
September 10, 2021

Good morning Amal!

 

I checked the 2 step verification with 2 affected users: Both of them didn't have this option selected. But they definitely had to enter the "mail-code" a couple of times. I'm afraid this is a dead end.

Amal.
Amal.
Legend
September 24, 2021

Hi Amal! I had the mentioned folders whitelisted, but so far no success. I was also told in the meantime, that a friend of mine had the same problem on his private machine @ home. He solved it by a complete reinstall of all adobe products.

 

For me this solution is not exactly satisfying. Especially since the problem first surfaced on all affected computers nearly on the same day. All the weeks/months before we never experienced such problems. No particular updates were installed, that would explain this behaviour.


Hi there

 

We are sorry to hear that the issue still exists.

 

We have a new version of Adobe Acrobat DC ver 21.07.20091 available. Please update the application to the new version from the help menu > Check for updates and reboot the computer once.

 

Let us know how it goes.

 

Regards

Amal

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