Adobe Acrobat 2020 Mac activation error

[guy_7913]

Afternoon all -

I've successfully installed Adobe's Acrobat Pro 2020 Mac on an Apple Macbook Pro (Apple Silicon) runing Sequioa 15.0. I can log into my account inside the app, but when I try to activate my product (with a serial number, for the classic version), I get a "Sorry, something went wong." notification regarding my internet connection.

1. I'm actively on the internet with this computer.

2. I can sign in/out to Adobe account INSIDE this app, but it won't see activation server?

3. I can open my Adobe account in web page, etc.

4. Adobe Creative Cloud funtions (though, of course, Acrobat Pro 2020 isn't controlled there)

Any thoughts? I don't have a firewall running.

[ravinderg62643219]

Hi @guy_7913 

Have you installed Acrobat 2020 using the serial key you have ?

Regards

Ravi

[guy_7913]

Thank you for the response.

I tried several times to install from the Mac OS installer package with serial number. This path would install Acrobat 2020 (Classic), but everytime I tried to start the application, I would get a sign-in window popping up asking for username and password. Once I entered both, the program would close, even though creditials are correct.

I did try installing/uninstalling/cleaning several times. The only path which kind of worked was to install as a trial, with intent to enter serial number afterward. This DID enable the application to start for the first time, but now it says I have a 7 day trial. When I attempt to Activate, I get the pop-up stating that there is a problem with internet connection. Everything else on this computer works fine...just not Adobe Acrobat 2020 (Classic) activation.

I did find another post with link to legacy activation servers. When I go to that address in Safari web browser, I receive the "Pong" pack, which implied that Safari, at least, can talk to activation servers.

[S. S]

Hi @guy_7913,

Hope you are doing well. Sorry for the trouble.

If you are able to sign in to the app, you might want to register your app to your account through https://adobe.ly/3ZwqGw7 and type the serial number there.

Let me know if this works for you.

-Souvik

[guy_7913]

Thank you. Yes, Acrobat 2020 (Classic) *IS* registered to this same account. I've attached a few screenshots for your review. One shows that program is attached to account and active, one shows Acrobat 2020 Pro logged in, and the last one shows the pop-up dialog box stating there is no internet connection...even though I'm logged into my account inside the Acrobat 2020 Pro application.

Thank you. Hoping to get this solved soon. Seems to be some sort of communication error between the Acrobat 2020 Pri (Classic) software and the activation server. All my other applications on this Macbook work flawlessly, so it's only Adobe Acrobat 2020 Pro with this connection error.

Is there a way to manually enter serial number inside the program itself (offline)?

[guy_7913]

I also tried to activate with another user account on the same Macbook Pro. In this case, the fresh install popped up a choice to use serial number or to login. 

1. If I choose to use serial number, a new application called "AcroLicApp" opens and has me log into my account. As soon as I complete entering my password, both Adobe Acrobat 2020 Pro and the AcroLicApp closes and nothing else happens.

2. If I choose the "Log into account" path, I CAN get into Acrobat 2020 Pro, and it shows as being logged into my Adobe account, BUT I get the 7-day trial screen as I get the connection error inside the main Acrobat 2020 Pro application.

[S. S]

Thanks @guy_7913,

We are looking into this.

Meanwhile, would you mind sharing the network trace from your device? 

You can refer to this link for more info on how to:How to collect a network trace | Microsoft Learn

-Souvik

[S. S]

Hi @guy_7913,

We have a workaround for the issue. Please try and let me know if this helps:

1. If Acrobat 2020 is signed in on the system, sign out Acrobat 2020 first. 
2. Uninstall the current installation of Acrobat 2020 Classic.
3. Do a fresh installation and choose the; I have a serial number option in the installer and enter the valid serial number in the installer. 
4. Follow the remaining installer prompts to install the product. 
5. When Acrobat launches, it will ask only for the user's sign-in and will not ask for the serial number. 
6. The product shall work fine after you enter valid credentials. 

-Souvik

[guy_7913]

This did not work. 

I followed each of your steps. Now I'm back to my original issue: upon first startup, Adobe Acrobat Pro 2020 launches, then immediately exits as it calls up the Licensing Application. I enter user name and password. The Licensing app then closes and Acrobat never reopens. If I try re-running Acrobat Pro 2020, it goes straight to licensing app, where the process repeats.

Does NOT allow me back into Acrobat, which is why I previously uninstalled and selected the login method. At least that way I can use the trial version for 7 days...

Is there a process to manually activate offline? I double-checked my Adobe account. My software is listed along with serial number.

[guy_7913]

Before logging out and reinstalling, I cycled my network to attempt to activate within Acrobat Pro 2020. I received the following screen (attached).

I signed out, then signed back in, at which point I kept getting the trial screen.

[S. S]

Thanks @guy_7913 for the response.

I have forwarded this to the team for further investigation.

-Souvik

[guy_7913]

Souvik,

Thank you for forwarding, but it's been four days and no one has contacted me. Is there a helpline or other resource I can use for assistance from Adobe for this product?

[dennis_3676]

I have the exact same problem as described and it is driving me nuts (Apple M4 Pro Macbook Pro):

- Did countless new installs, with my serial and as trial, no difference here

- Amended the rights for Adobe PCD and SLStore

- Once I try to open Acrobat, licensing app opens, I log into my account (which has the product linked), both apps close and when I open Acrobat again, it starts over. 

- All solutions I read online that recommend doing something in the preferences for Acrobat do not work, because I cannot even access the preferences because Acrobat closes instantly. 

I need the program urgently for work and I am trying for over a week now, just upgraded to MacOS 15.2 hoping that would help, but no, nothing. 

Any solutions or workarounds would be highly appreciated!

[skillful_contributor5745]

It sounds like the issue might be related to the activation server rather than your internet connection, especially since other Adobe services are working fine. You could try temporarily disabling antivirus software if any or restarting your router to rule out network issues. If the problem persists, contacting Adobe Support directly might help as they can check for server-side issues or provide a manual activation method.

[guy_7913]

The manual activation method would be terrific at this point...

Tried the other steps. Something's wrong with activation, as you state. Likely the servers. No antivirus (Mac) and internet switch was power cycled. No change.

[NesseJan]

Any news on this issue?
I'm having the same problem.
Countless installing/uninstalling/cleaning but my serial number keeps being revoked as invalid, while it is a valid code in my Adobe Account.