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jyu_bonk
jyu_bonk
Participant
November 18, 2020
Question

Adobe Acrobat Pro 2020 Cannot Login for Adobe Document Cloud on Mac OS Big Sur.

  • November 18, 2020
  • 4 replies
  • 2832 views

Hi, 

Just updated to Mac OS Big Sur 11.0.1

However noted my Adobe Acrobat Pro 2020 (2020 Release (Classic) | Version 2020.001.30010) unable to sign in to my adobe account thus making my adobe document cloud inaccessible. 

When I click sign in on the apps, nothing popping up. Reinstall and restart has been done but not solve the issue. Anyone having the same problem? Any work around for this? Is this already a known issue?

Thanks.

    This topic has been closed for replies.

    4 replies

    D
    David Trahan
    Participant
    November 19, 2020

    My issue surrounded being unable to open Adobe PDFs that were stored on DropBox before updating to Big Sur. After the update, the DropBox files reported being corrupted and would not open. I chatted with Adobe tech support. While waiting for a response to one of the many questions, wiping the sweat away over the possibility of losing 1000s of files for research, I noticed the DropBox icon was not present in the top menu bar of my Mac. When I turned on DropBox it went through sync and from the DropBox menu I was able to open all of the PDFs on DropBox. Success!!

    Hope this helps others.

    T
    Test Screen Name
    Legend
    November 18, 2020

    Too early, too early. But thanks for the warning.

    jyu_bonk
    jyu_bonkAuthor
    Participant
    November 18, 2020

    Hi,

    Seriously I do not know about this earlier. If it came to my mind sooner, I won't be upgrading to Big Sur yet.

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    November 19, 2020

    Hi there

     

    ++ Adding to the discussion

     

    We are working to ensure that our apps are natively compatible with Apple Silicon devices, but do not have a release date yet. Apple Silicon devices ships with Rosetta 2, an emulator that enables ARM Macs to run Intel-based apps. Acrobat and Acrobat Reader will work on Rosetta 2 until they are available natively.

     

    Acrobat and Acrobat Reader will run under Rosetta 2 emulation mode on Apple devices with M1 processors running macOS Big Sur. You may want to remain on your current macOS version or test in a non-production partition to ensure all your software and hardware is compatible.

     

    For more information please check out this help article https://helpx.adobe.com/acrobat/kb/mac-os11-big-sur-compatibility.html

     

    Regards

    Amal

     

     

    @mj
    Community Expert
    @mjCommunity Expert
    Community Expert
    November 18, 2020

    Hi @jyu_bonk ,

    Current Adobe apps have not been optomized for Big Sur.

    https://helpx.adobe.com/acrobat/kb/mac-os11-big-sur-compatibility.html

    This advisory was issued yesterday.

    Let us know how it goes with @Amal. 's suggestions.

    I suggest caution here.

    Good luck

    mj

     

    jyu_bonk
    jyu_bonkAuthor
    Participant
    November 18, 2020

    Hi,

    I do not know that Big Sur will become a big problem to adobe acrobat, I won't update to Big Sur if I know this earlier. However please read above reply for new issue after trying @Amal. suggestion. 

    Kindly help me on the new issue. Thanks.

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    November 18, 2020

    [Edited]

     

    Hi jyu_bonk

     

    Hope you are doing well and sorry for the trouble. As described, you are unable to sign in to the application as nothing pops up upon clicking the Sign in option.

     

    As you have already tried to reinstall and restart the application without any success, please try to reboot the computer once and see if that helps.

     

    If it still doesn't work, please try to create a new test user profile on your computer or enable the root account in Mac and try using the application there and check.

     

    If it still doesn't work, please remove the application using the Acrobat Cleaner Tool https://labs.adobe.com/downloads/acrobatcleaner.html , reboot the computer and reinstall the application using the link https://helpx.adobe.com/download-install/kb/acrobat-2020-downloads.ug.html

     

    For more information about compatibility with Mac OS Big Sur please look at the help article https://helpx.adobe.com/acrobat/kb/mac-os11-big-sur-compatibility.html

     

    Regards

    Amal

    jyu_bonk
    jyu_bonkAuthor
    Participant
    November 18, 2020

    Hi,

    I already use that cleaner. Reinstall it back with no problem. Now new issue arise.

    AcroLicApp pop-up to check my license - able to enter username and password -> however it has been stuck there forever since.

     

    @mj
    Community Expert
    @mjCommunity Expert
    Community Expert
    November 19, 2020

    @jyu_bonk ,

     

    Although Apple has tried to mitigate issues by deploying Rosetta 2, unexpected problems like this are bound to occur, because Adobe has not had the chance to test Acrobat on Big Sur.

     

    You're in a twilight zone between two operating systems and Acrobat updates. Spoiler alert: expect things to be buggy.

     

    You can log your problem here: https://acrobat.uservoice.com/forums/590923-acrobat-for-windows-and-mac

     

    Sorry for not being able to help you better, but...

     

    Best

    mj

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