Acrobat Pro 2020 Classic recently asking for sign-in

[Sean29475819nwnv]

We have recently started encounting this issue with some of our users.

We are using the Classic track of Adobe Acrobat 2020, which has recently started prompting for Sign-In and the software has been showing that the software subscription has expired, even though actvated with a serial key.

Steps I have tried this far to try and resolve.

Manually deleted all Adobe related folders from users AppData folder and the folder from C:\ProgramData.

Removed all registry settings related to Acrobat 2020.

Manually installed the software and entered the serial.

Generted a new Transform file and disabled all online services.

Signed in with a seperate account onto the PC and tried to use Acrobat.

Uninstalled and reinstalled with updated version from the download at https://helpx.adobe.com/download-install/kb/acrobat-2020-downloads.html

If I sign in using my Creative Cloud account, it seems to work fine as it activates using my cloud license. This is not an acceptable workaround, as these users do not have a Creative Cloud account.

[Amal.]

Hi @Sean29475819nwnv 

Hope you are doing well and sorry to hear that.

Please check the correct answer marked in the similar discussion https://community.adobe.com/t5/acrobat-discussions/adobe-acrobat-pro-2020-asking-to-sign-in/m-p/1349... and see if that works for you.

Regards

Amal

[Sean29475819nwnv]

Hi @Amal. 

This has already been tried, as I regenerated the Transform file used for install with that option to Disable All Online Services ticked.

Uninstalled and then reinstalled Acrobat with the Transform file specified to the MSI.

[S. S]

Hi @Sean29475819nwnv,

Sorry to hear about your issue. 

Can you try restarting the credential manager for the system and then check again?

First, let's start by removing Acrobat Classic entirely from your system: please run the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html,

Now, click on the start menu-> type run-> on the run window, type "services.msc".

Once the list of services appears in the window, locate "credential manager"-> click restart the service.

Once done, reboot the computer once, and install the application using the direct link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html.

Hope this helps.

-Souvik

[Sean29475819nwnv]

Hi @S. S 

I have used the Cleaning tool you suggested and rebooted and restarted the Cred manager a few times.

Downloaded the Acrobat 2020 Pro via the below link, as that is the version we are licensed for, using our perpetual serial key.

https://helpx.adobe.com/au/download-install/kb/acrobat-2020-downloads.html

However the issue still persists, even after removing all Adobe related folders that I am aware of from C:\ProgramData and related registry entries that may have been left behind.

I have also tried running the uninstall manually, also removing Adobe Reader and the Adobe Genuine Service, ran the cleaning tool, rebooted and then installed Acrobat 2020 only, which has also not worked.

It seems the only way thus far to resolve this issue is to reimage the machine back to our default state and start from scratch.

[Steve-808]

I have the same problem with the Mac version of Acrobat Pro 2020 Classic (perpetual, not subscription) on a 2019 Mac Pro running Ventura 13.6.1.  This is the only Adobe app installed on this machine.  Every time any user opens the app, it asks to sign in and then asks for the serial number.  I have tried all the applicable suggestions above including the one Amal pointed to in the other thread. Does anyone have a solution for the Mac version?

Notes:

1. Installation and troubleshooting activies were performed using an account with administrative privileges.
2. Uninstalling and reinstalling did not work. I used the latest installer downloaded from the link in the original post.
3. Using the Adobe Acrobat Cleaner app did not work.  The log shows it mainly removes all Adobe preference files from each user account.  There are many other Adobe related files it does not remove, particularly from /Library/....  I removed those manually, including all hidden files I could find, but that did not work either.
4. So far, at least nothing I've tried has caused collateral damage to other OS or app functionality.

As things stand, this app is unusable.

[jameso32010578]

Running into the same issue. No idea why this just started happening on certain machines over the last few months. Some users are perfectly fine, but others are now being prompted to sign in with a serialized, perpetual license install of Acrobat 2020. 

[Amal.]

Hi there

Please go through the correct answer marked in the similar discussion https://community.adobe.com/t5/acrobat-discussions/adobe-acrobat-pro-2020-asking-to-sign-in/m-p/1349... and see if that works.

Let us know how it goes.

~Amal

[jameso32010578]

Thanks Amal. Saw that. Not the same problem and that solution isn't going to work in this case.