Participant

Answered

Adobe Acrobat Pro 2020 Asking to Sign In

Forum|Forum|3 years ago
January 12, 2023
7 replies
57625 views

Hi,

My Acrobat Pro 2020 perpetual license keep asking to sign in. It should not required to sign in for perpetual license as it's already activated using Serial Number. Any advise? Anyone faced this issue too?

General troubleshooting

Correct answer dennism13473747

But you had to completely reinstall in order to that right? We have many users, so that is not feasible for us.

I was able to change the setting and did not have to reinstall - this might be something we can have our users change but I'm pretty sure this was caused by the latest update to Acrobat.

In Acrobat:

Click Edit and then Preferences

Check the "Show online storage when saving files" option - if there is a check mark clear it - then click OK at the bottom of the page

Close Acrobat

Open Acrobat and a PDF and then try to “save as” to see if you get the sign in prompt.

Not ideal but hopefully this helps someone.

jameso32010578

Known Participant

I gave up on it and just switched our users to Acrobat Creative Cloud. It was clear to me Adobe Support no longer cared to support this product and I couldn't get anywhere with them on this issue. Very frustrating.

jameso32010578

Known Participant

We've been having this issue intermittently for the last several months. The only way we've been able to stop the sign in prompt is to use the acrobat customization wizard and grant an offline exception for that particular serial number. Then save the package and use that when installing the program for users. It's not a great solution...more of a workaround, but it gets ours users back up and running. Sure would love to figure out why some users are being asked to sign in to use a perpetual serialized license when they've never had to and some users are using it just fine without ever being asked to sign in. Adobe Support seems stumped on this one. I've run in circles with them.

D

default2v5586u396yp

Participant

i've tried all the suggestions, and still the same issue.

is there a resolution

license bought & paid

there shouldn't be any sign ins

J

jaryl_9392

Participant

We have started to see the same issue.

Acrobat 2020 Pro has worked just fine on this particular computer for years and all of the sudden it is in a loop of asking for the sign in. We sign in and it goes back to Acrobat and askes for the serial number, which we provide and then it goes to Acrobat which shows a 0 Day Left In Trial and then loops back to prompting for the sign in.

I have removed Acrobat, reinstalled and get the same behavior. this is unacceptable for a perpetual license product to be unusable! I know Adobe wants us all to subscribe but this is rediculous, we have paid for this software already!

K

Kenneth29669985vx8c

Participant

I have same issue the purpose of perpetual is it shoud not a mandatory option to sign-in to cloud

J

Jesse32529293aptg

Participant

still no fix for this? this is unbelievable, this software is practically unusable at this point, imagine having each user you deploy this software to, to create an account and sign-in.. smh, is this the way of forcing people to buy the latest version of it hoping this doesnt happen again?

Meenakshi Negi

Community Manager

Hi Jesse32529293aptg,

Thank you for reaching out, and sorry about the trouble caused.

Please ensure that you are using the latest version of the application. If you still get the same sign in the window, please share the Acrobat and OS version numbers.

You may try once reinstalling the application and check if that changes this behavior.

-Remove the application and Reboot the machine
-Install Adobe Acrobat from the following page: https://helpx.adobe.com/download-install/kb/acrobat-2020-downloads.html.

Let us know how it goes.

Thanks,

Meenakshi

Meenakshi Negi

Community Manager

Hi All,

Thank you for your patience so far.

We have released an optional update for the application that addresses this issue. Please try updating the application to the latest version.

For more information on the update, refer to the following help page: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html.

Let us know how it goes.

Thanks,

Meenakshi

J

jesse28450459a4br

Participant

i've uninstalled acrobat using the cleaner, rebooted re-installed it and acrobat 2020 continues to ask me to sign-in.. this feature is not feasilable when you install it on several computers and you have to provide a login on them everytime! i thought it was a one-time prompt, i signed out after providing my account, and the problem persists.

Anyone know how to bypass this sign in required prompt everytime acrobat opens.

Meenakshi Negi

Community Manager

Hi jesse28450459a4br,

If you are using the application on multiple machines, please refer to the information provided in the following help document: https://helpx.adobe.com/download-install/using/install-apps-number-of-computers.html.

Please confirm if you got the sign-in prompt even when you were signed in the last time you used the application. If yes, try the troubleshooting steps suggested on the help page: https://community.adobe.com/t5/acrobat-discussions/acrobat-keeps-asking-to-sign-in/td-p/11525698.

Check if that helps.

Let us know if the issue still occurs. We may require logs to further investigate this issue.

Thanks,

Meenakshi

Amal.

Community Manager

[Edited]

Hi @NDiy @Makerblaker @defaultf46yit0ruj1p

Hope you are doing well and sorry to hear that.

Would you mind sharing the version of the OS you are using?

Please try to create a new test user profile with full admin rights in windows and try using the application there and check.

If it still doesn't work, please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer once and reinstall the application using the direct link https://helpx.adobe.com/download-install/kb/acrobat-2020-downloads.html

If it still doesn't work, would you mind collecting the licensing logs from your system , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via document cloud as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html so that we can isolate the issue for the fix.

Regards

Amal

Makerblaker

Participant

Thanks, Amal, for the response.

I figured out the issue was when a user was going to File -> Save As... They would then get the "Sign In" notification.

At that point, I thought it was the Adobe Cloud Service causing the login. Something we don't use because of our licensing.

I opened Acrobat Customization Wizard and changed the following settings.

I reinstalled Acrobat using the new transform file, which solved the issue.

I believe this problem to be a bug since the latest update.

Hopefully, this post helps someone.

N

NDiyAuthor

Participant

Can I know what is the transform file?

Makerblaker

Participant

I am having the same issue with 4 out of 20 users. This seems to have started after the last update.

D

defaultf46yit0ruj1p

Participant

I just saw the same thing happen on a client's computer, and she reported that several people in her office are experiencing the same thing as of last week.

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded