Adobe Acrobat DC Pro "Sorry something went wrong. This is likely an issue at our end, but..."-win 10

Question

Adobe Acrobat DC Pro "Sorry something went wrong. This is likely an issue at our end, but it could be that you're not connected to the internet. Please check your internet connection and then try again later. If your still having issues, please see our troubleshooting guide"

Hi all, im wondering if anyone could suggest how to solve the above issue.

Once upon a time a user has a valid Adobe Acrobat DC Standard license, this since expired and they have now purchased and upgraded to Adobe Acrobat DC Pro. since then, when launching the application the user is prompted to sign in, which they do. After this the above error pops up. The user then selects "dismiss" and the app completely crashes.

I have uninstalled the app manually a few times but the issue still remains. The user has a strong internet connection. The app is currently running on a Win 10 device 64 bit. Any help would be appreciated. Thanks in advace

Amal. · Answer

Hi there

Hope you are doing well and sorry for the trouble.

Do you have any security software installed on the system that might be causing the issue? If yes, please try to turn off the security software for testing only and check if that helps.

Note: Please turn on the security after testing to avoid any security risk.

Also check your connection to Adobe servers and try resetting the host files as described here https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

If it still doe't work, please try to create a new test user profile with full admin rights in Windows and try using the application there and check.

Regards

Amal

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