Participant

Answered

Acrobat Licensing Application Blank Screen

Forum|Forum|4 years ago
August 17, 2021
2 replies
14824 views

Just purchased a new iMac with M1 chip and executed migration assistant to transfer everything from old Mac to new one. When I try to open a PDF, It displays the "Sign In Required" screen and when I click 'Sign in Now', the window expands to a completely blank rectangle except the title bar naming Acrobat Licensing Application. Any ideas on what to do??

General troubleshooting

Correct answer Dave Creamer of IDEAS

While I've had this happen in the past, it's more of a "glitch" for a small number of people than the entire user base. Unfortunately, the smaller the sample, the harder it is to track down. Especially when forum users never return with more info or to answer questions.

If one has a problem logging on to their account, try using CC Cleaner to remove just the Adobe ID Credentials first before going nuclear with ALL.

If one thinks there was an install problem, one could try the AcroCleaner too:

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

R

rods59570291

Participant

The solution for me was to create a new Administrator account on my M1 MacBook Pro Max. I logged into the new administrator account and setup my Adobe Acrobat Pro 2017 in the new account, logged out and deleted the new administraot account. From then on I can open Acrobat Pro in my original administrator account. I love Adobe final products but add my voice to complaints about thier poor behind the scenes work-around bugs and customer service.

D

DrAddison

Known Participant

I also had to delete everything using Creative Cloud Cleaner (which made me send a log file to Adobe that then I never used in the install??) and re-download, re-install my applications when neither of the "solutions" referenced above worked. Terrible user experience, Adobe.

Dave Creamer of IDEAS

Correct answer

Community Expert

While I've had this happen in the past, it's more of a "glitch" for a small number of people than the entire user base. Unfortunately, the smaller the sample, the harder it is to track down. Especially when forum users never return with more info or to answer questions.

If one has a problem logging on to their account, try using CC Cleaner to remove just the Adobe ID Credentials first before going nuclear with ALL.

If one thinks there was an install problem, one could try the AcroCleaner too:

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

David Creamer: Community Expert (ACI and ACE 1995-2023)

Meenakshi Negi

Community Manager

Hello,

Thank you for reaching out and sorry for the trouble.

As you have mentioned, you have recently purchased the new iMac and when trying to access the Acrobat you receive the blank Acrobat Licensing Application window. The issue occurs when the directory permissions are modified when you migrate orupgrade from older OS. Please try the troubleshooting steps suggested in the following help document: https://helpx.adobe.com/in/acrobat/kb/licensing-application-hangs-mac.html.

We have checked that you are using the Adobe Acrobat 17 version, you may also refer to the similar discussion on the following community thread: https://community.adobe.com/t5/acrobat/acrobat-licensing-application-hangs-after-login-on-mac-os-10-15-catalina/m-p/10853903#M235973.

Hope the information helps.

Let us know if the issue persists.

Thanks,

Meenakshi

J

jplbridgeAuthor

Participant

Found the answer: used the Creative cloud cleaner and then I was able to enter my credentials in theAcrobat Licensing Application window

T

timlittle00

Participant

This worked for me. Thanks!

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded