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All of a sudden - Sign in prompt

Community Beginner ,
Jan 12, 2023 Jan 12, 2023

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We have been running Acrobat 2020 for several months and all of a sudden we are getting prompted to sign in.  We have the license info in the ABCPY.INI file and that has been working for months - never need to sign in.

 

Users can click the X in the upper right and continue to work but this is rather annoying.

 

Version:  2020 Release (Classic) Version 2020.005.30436

 

Checked for Acrobat updates but none found.

 

Ideas?

 

 

 

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General troubleshooting

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Adobe Employee ,
Jan 12, 2023 Jan 12, 2023

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Hi @dennism13473747 

 

Thanks for reaching out.

The Sign In prompt you refer to above asks for the Adobe Acrobat credentials to enter.

Or its something related to the user profile?

Have you started experiencing this issue after installing the application update or is there any changes made in the system as well?

 

Please share the screenshot of that sign-in prompt.

Also, those users who are getting this dialog, by any chance, have they installed any other Adobe application earlier? There's likely a chance that requesting sign-in info is.

 

Thanks,

Akanchha 

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Community Beginner ,
Jan 13, 2023 Jan 13, 2023

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This appears to be related to the latest update Version 2020.005.30436

 

When uninstalling and reinstalling back to version  2020.001.30010 we have no issues.  When applying the update 30436 that seems to introduce this particilar issue.

 

Thanks,

 

-dennis

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Community Beginner ,
Jan 13, 2023 Jan 13, 2023

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Why would Adobe support go to a email address @outlook.com?

Received this PM a couple of time....

 

--------------------------------------------------------------

All of a sudden - Sign in prompt

Welcome to Adobe Support Community

Hi,

You can Directly send Email to our Adobe Customer Care Team Email Address:-
Adobe.24x7@outlook.com and they will help you via Email.

Team Adobe

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Adobe Employee ,
Jan 13, 2023 Jan 13, 2023

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Hi,

Apologies for the trouble you had using Acrobat. We would need some information to help debug the issue.

How you have provisioned Acrobat. Have you tried reprovisioning.

Regards

Ravi

 

 

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New Here ,
Jan 17, 2023 Jan 17, 2023

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We started getting this too after updating to the latest version of Adobe Acrobat 2020 on the classic track, 20.005.30436. We don't provision accounts and don't have user accounts because this is the classic track, activated by a license key. Seems to be a bug in the latest version.

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Explorer ,
Jan 17, 2023 Jan 17, 2023

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We are also seeing the prompt after installing 20.005.30436.  This is a widespread issue as we have multiple users affected and I have spoken with other companies seeing the same thing.

 

Where are you Adobe?

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Community Beginner ,
Jan 17, 2023 Jan 17, 2023

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For us, the issue appears when the user is saving as - that is when we get the sign in prompt.  They can close out of that sign in prompt and continue with their work but....why?

 

Does not seem to happen when the user is saving the document - more so when save as is used.

 

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Adobe Employee ,
Jan 18, 2023 Jan 18, 2023

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Hi @dennism13473747 @BrentB9193 @S5C14 

 

Would you mind collecting the licensing logs from your system and the Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html  and sharing them via any cloud storage for further investigation.

 

Just upload the logs to any cloud storage, create the link and share that link with us.

 

Regards

Amal

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Explorer ,
Jan 18, 2023 Jan 18, 2023

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This is a widespread issue affecting many customers as seen here and on other forums.  Adobe should reproduce the issue, do their own troubleshooting, and resolve the problem.

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Adobe Employee ,
Jan 19, 2023 Jan 19, 2023

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We are investigating the issue at our end. 

Meanwhile could you please try setting following preference in Acrobat and confirm if this fixes the issue

Launch Acrobat.

Go to Edit->Preferences->General

turn off:  Show online storage when saving files

 

Regards

Ravi

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Adobe Employee ,
Feb 03, 2023 Feb 03, 2023

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LATEST

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  

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