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
16173 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!

T

Tess22324719hvrl

Participant

I just tried using the live chat and was told it's because I am using Windows 7 however it was working fine until about 2 weeks ago. For over 3 years it has not been an issue so I beleive it must be something else that changed recently.

Adobe Acrobat DDC v21.007.20099 is the current installed version but we would have first had v18 or 19 and have allowed it to automatically update.

The planned release update was 12th October 2021 and it worked fine from this date on Windows 7 until December 2021. If the operating system was the issue then it would be logical for it to cease working much earlier - yes?

There were daily warnings for 1 week that stated "We can’t verify your subscription status" so I streated looking at our internet connections then explored the other options given here like firewalls etc but we had made no other changes on our network. Then on Day 7 it just stopped letting us work offline.

"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 get a 400 Bad Request error reaching the Creative Cloud activation servers:

https://lm.licenses.adobe.com/vact/ping

but get a pong to https://activate.adobe.com/servlets/ping

I can access secure sites https://www.adobe.com/au/

The program has been allowed access through the firewall.

GlobalSign Root CA certificate is enabled for server authentication.

This error message doesn't indicate that there is a software compatibility issue to me.

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