Participating Frequently

Question

Acrobat Pro DC Are you connected to the internet? We can’t verify your subscription status.

Forum|Forum|4 years ago
July 3, 2021
2 replies
16167 views

Hi,

Suddenly I am having this issue:

Are you connected to the internet?

We can’t verify your subscription status.

We can’t reach the Adobe servers. This may be because you’re not connected to the internet. Check your connection and try again below. If you’re still having issues, please see our connectivity troubleshooting guide.

I have tried everything I found here and on the internet e.g. erased credential manager, unabled internet time sync, changed firewall, turned off protection mode (unticked boxes "Enable Protected Mode" and "Enable Enhanced Security"), deleted SLStore, deleted a folder in CommonFiles/Adobe/AdobePCD/cache... and nothing is fixing the issue.

Also tried to sign in and out but getting this issue:

Initializing registration... Please retry after a minute

It does not work. Nothing happens so I have to close the program.

I uninstalled and installed Acrobat DC many times and it does not work.

I have Windows 7 and Norton 360 as antivirus.

I have already spent three days trying to fix this. I paid A$263.87 for the annual subscription and I want to use it. If I can't fix the issue, I am going to cancel my subscription. So many people had the same issue.

Very frustrating.

Also, I don't use Creative Cloud. It is not installed in my laptop.

Please can someone from Adobe Support help.

Many thanks,

Camila

This topic has been closed for replies.

D

default7zd5u4m9ira9

Participant

Did you ever resolve this issue? All of a sudden I'm having the same problem. Firewall and anti-virus conflicts have been eliminated.

W

Whitney22023271rvlk

Participant

Yes, having the SAME problems as Camila. Was this ever resolved? Adobe needs to provide a fix!

ls_rbls

Community Expert

Go to this link: https://helpx.adobe.com/contact.html

On that page, scroll up and down and the "Contact us" virtual chat icon will appear on the bottom right corner of your screen. See slide below:

You should be able to get a tech support representative to assist you.

Meenakshi Negi

Legend

Hi Camila,

Sorry for the trouble.

As you have mentioned above, you are using Windows 7. The Acrobat Pro DC is compatible with Windows 7 SP1 and above OS version. Please refer to the information provided in the following help document: https://helpx.adobe.com/acrobat/system-requirements.html.

With the latest version, support for Windows 10 version lower than 1809 has been dropped. Refer to the information provided here: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html.

Please try removing the application using the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html) and reboot the machine. Then reinstall the application from this link: https://helpx.adobe.com/download-install/kb/download-install-acrobat-subscription.html.

Check if that helps.

If possible, please try updating the Windows OS.

Let us know if you have any questions.

Thanks,

Meenakshi

C

CamLMAuthor

Participating Frequently

Hi Meenakshi,

Many thanks for your reply. I followed all the steps but still have the same issue.

Regards,

Camila

C

CamLMAuthor

Participating Frequently

Hi Community,

This is the answer I got from AdobeCareHelp@outlook.com "We have several problems with Acrobat DC Pro subscription and Windows 7. So , we help you to cancel the subscription of Acrobat DC Pro and we provide you the Acrobat Pro 2017 Perpetual License which is the onetime off payment and license valid for lifetime. Acrobat Pro 2017 will be after all the discounts US$399.99 including lifetime warranty."

My reply "I don't know what to think about your offer. I already spent AU$263.87 and now you want I pay US$399.99?! Is this correct? Joke, insulting? I know Windows 7 is old but it is what I have at the moment and you say on your website that Acrobat DC Pro is compatible to Windows 7. I have been using/buying it since 2017 without problems.

No, I don't want to proceed with your US$399.99, even being valid for lifetime.

You said Windows 7 and Acrobat DC Pro are compatible so fix my issue. I paid for the program".

Does anyone else here have other ideas please? I want to fix the issue but I will cancel my subscription if I can't.

Many thanks,

Camila

I have Windows 7 Ultimate SP1 (32-bit).

Many thanks,

Camila

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