BUG? Acrobat Signing in Multiple Times on one device, so I'm hitting Device Sign-in Limit

[craftycurate]

I've run into a new issue today for the first time.

I got the "Sign-in Limit Exceeded" (or similar) dialog today. When I scrolled through the list uf supposed sign-ins, my current session was listed about 8 times. I didn't take a screenshot of it, but there were around 8 instances of something like the following, as if Acrobat had signed in multiple times, pushing me over the device limit.

THIS DEVICE
(Signed in 3 minutes ago)

This is quite disruptive to my work, so I hope there's a simple solution to stop this happening again.

Has anyone else encountered this issue?

Thanks

Richard

[AnandSri]

Hello @richard

I hope you are doing well. Thanks for reaching out and sharing the details. I am sorry for the trouble you had.

This issue typically occurs due to corrupt credentials or multiple sessions. Visit your Adobe account’s device management page: https://adobe.ly/4oV8bgI
Deactivate any duplicate entries for the same device.

Clear Adobe Credentials
On Windows:

Open Credential Manager.
Remove all Adobe-related entries.
Restart your computer and sign in again.
On macOS:

Use Keychain Access to remove Adobe credentials.
Restart and re-authenticate.

If the issue persists, please reboot the machine once, launch Acrobat, and check for any pending updates from the Menu (Windows)/Acrobat (Mac) > Help > Check for updates, install any pending updates, and restart the machine.

If the issue persists, run the Acrobat Cleaner Tool to reset corrupted sign-in data, restart the machine, and reinstall Acrobat. See this article for more detailed information on the Activation: https://adobe.ly/4lOxUoa

Let us know how it goes.

Thanks,
Anand Sri | Acrobat Community Team
Meet Acrobat Studio

[JohnHornbuckle]

I'm seeing the same thing today. The Acrobat pop-up says "This device (not activated)" even though it's my regular device that's absolutely activated. Then there are three different devices listed that are all also my regular device, and it says all three of them are activated.

When I go to the Activated Devices web page following Anand's instructions, I don't see multiple versions of my device listed. I only see them in the app itself.

Like you, I'm having my work interrupted.

[AnandSri]

Hello @JohnHornbuckle

I hope you are doing well, and thanks for reaching out.

Could you please try the troubleshooting steps shared in the previous reply, and check if you still get the same error message? If the issue continues, please provide the following information: the current version of the operating system on your device and the logs from the affected machine. To collect the logs, download and run the Log Collector tool. Make sure to select all log options and attempt to reproduce the issue. After that, close the Log Collector tool; it will generate the logs along with a log ID. Please share this log ID with us for further investigation.

Thanks,

Anand Sri.

[ls_rbls]

Hi @craftycurate , @JohnHornbuckle 

++ Adding to the topic,

Did you explore the troubleshoooting guide linked below and see if it resolves the issue?

• https://helpx.adobe.com/download-install/apps/troubleshoot/licensing-activation-issues/cant-sign-in-...