Acrobat DC (2021) requires to sign in repeatedly

[philippb22358150]

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.

[Amal.]

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

[philippb22358150]

Hi Amal!

I will try the recommended steps in the morning and get back to you. Regarding the network & group policy settings: They are identical for all users, even the ones that never experienced any problems of this kind. As mentioned in the original post, it only affects some users. I'm pretty sure, since I work in our IT department. 🙂

[philippb22358150]

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.]

Hi there

We are sorry to hear that. Would you mind sharing the screenshot of the error message for a better understanding. Also please share the Adobe ID of  an affected user in private message so that we can get it checked on our end.

Regards

Amal

[philippb22358150]

Morning Amal!

I'm not sure what you mean by error message. It isn't a typical error message, it's just the usual logon screen where you need to enter your Adobe ID - see attached.

I sent you 2 of the affected IDs via PM. Hope this helps.

Cheers

Philipp

[philippb22358150]

Hello again!

I just received an update, which I think might be important: The strange behaviour isn't restricted to Acrobat alone. The users from the PR department are experiencing exactly the same problems with their programs (Photoshop, InDesign,...). They too have to login to creative cloud at least once a day.

[Amal.]

Hi there

we are sorry to heat that. As the issue is also observed with the other Adobe applications, please check the steps shared in the help page https://helpx.adobe.com/download-install/kb/cc-sign-in-prompt.html and see if that works for you.

Regards

Amal

[philippb22358150]

Hi Amal!

I'll try the latest tip, thx for that. But it'll be no sooner than wednesday, that I can get back to you. By then I hope I have some good news. 🙂

In the meantime, have a good weekend.

Cheers

Philipp

[Amal.]

Hi Phillip,

Let us know how it goes once you tryout the steps shared above.

Regards

Amal

[philippb22358150]

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.

[Amal.]

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

[philippb22358150]

Hi Amal! I've updated to the newest version, but unfortunately it didn't change anything regarding my problem. It still keeps asking about the Adobe ID. But I discovered something by accident yesterday: A user opened Acrobat DC and it seems that she's already logged in (see Adobe-1.jpg). But when you try to open up a pdf-file, he still want's you to enter your ID. Then, after entering the Adobe ID, the icon changes (see Adobe-2.jpg). I don't know if this is connected to the matter in any way, I just stumbled upon it.

Cheers
Philipp

[philippb22358150]

Hi there! Just wanted to ask if there have been any updates from your side. Was the last information helpful?

Regards

Philipp

[Amal.]

Hi Philippb

Hope you are doing well and sporry to keep you waiting. It seems to be a strange issue.

Please try to remove the application using the Acrobat Cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer once and reinstall  the application using the link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

Regards

Amal

[philippb22358150]

Do I need to install the Adobe Cloud App as well, or just Acrobat from above link?

[philippb22358150]

Hi Amal! I'm afraid I need an answer to my question before I can continue with the steps you suggested. Is the cloud app required in this case?

Thx for your help!

Regards

Philipp

[Amal.]

Hi there

The link shared above is for Acrobat Pro DC application. please try the above suggested steps and see if that works for you.

Regards

Amal

[philippb22358150]

Morning Amal!

Have there been any changes from your side? I'm asking cause 3 users, who had the problem for weeks, got back to me today, telling me they DIDN'T had to login in order for Acrobat to work. All 3 said, it's been working again since friday. I'm still waiting for confirmation from the rest of the affected users.

Point is, I didn't do anything to make it work again, aside from the measures mentioned above. I didn't even reinstall Acrobat DC from your last message, cause I didn't found time to do so yet. Turns out, it might not be necessary any more. But I'm still waiting a couple of days before I seal this case.

[Amal.]

Hi there

We are hapy to hear that the issue got fixed. Please let us know once you confirm with all the users.

Regards

Amal

[philippb22358150]

Hello again!

Looks like I was celebrating too soon. One of my "troublemakers" got back to me. She still needs to login daily. That is AFTER completley erasing Acrobat DC using the Cleaner Tool and reinstalling the application linked above. 😞

I officially reached the end of my wisdom. Do you have any more ideas?

[Amal.]

Hi there

We are sorry to hear that. Please check the group policy and network settings for this partucular user and see if that helps.

Regards

Amal

[Gregory26784727njk3]

When you say "We are sorry to hear that. Please check the group policy and network settings for this partucular user and see if that helps."

What and were in GPO do I need to chaeck and what on network