Can't Logout of Acrobat DC Pro.

[Mflemings]

Hello,

I logged into Acrobat DC Pro on a co-workers computer because it was not allowing login do to javajscrpit not being enable, but it was enable (in all web browsers and in Acrobat DC Pro). 

My account is currently still logged in Acrobat DC Pro on the co-workers computer.  I have tried "open your acrobat > click help > click sign in/out" and "Clicking on my account name in the upper right corner then clicked sign out" both bring a singout pop up and them the pop up goes all white and stays there never siging me out. I have waited at the white pop up for 10 mins. 

I have also tried uninstalling, remove left over file and removed windows regesty intries then reinstall and I was still logged into Acrobat DC Pro after the reinstall. 

How do I log out of Acrobat DC Pro when Acrobat DC Pro will not finsh the log out process?

Thank you. 

[ls_rbls]

Check if you still appear logged in to the document cloud service via web browser(s).  Not just the Acrobat application.

You may also want to check if you logged in to the document cloud via mobile devices with the same subscription.

[Mflemings]

Hi ls_rbls,

Thank you for the replay. My co-worker is logged in on document cloud service on the web browser desktop. The co-worker nor I use document cloud via mobile devices. 

[ls_rbls]

What happens if you sign off of the Document Cloud?

Would Acrobat still behave the same way?

I forgot to ask you, in which operating system is this happening?

[Mflemings]

What happens if you sign off of the Document Cloud? Me and my coworker can log out and in Document Cloud with no issues. 

Would Acrobat still behave the same way? yes

I forgot to ask you, in which operating system is this happening? Windows 10.

[ls_rbls]

What I meant to say in the first question (I apologize), what happens when you sign off of the document cloud; are you able to sign off Acrobat  or does it still  keeps signed in in the application?

[Mflemings · Accepted solution]

No worries, we have tried loggin out of document cloud and then tried Acrobat. We were about to get the co-worker signed out by clearing the browser's cache after login out of document cloud then logging out of Acrobat. This allowed the co-work to sign me out and them in. 

Thank you for all your help!

[ls_rbls]

Ok great!

Hey, don't forget to mark your solution as correct answer.

[Mflemings]

Sorry, I just look at my co-workers computer to make sure they are good to go and they still can log out. Here is a picture of the singout pop that goes white and stays there never signin the account out. 

sorry for the mix up. 

[ls_rbls]

Well, in that case, I can think of a couple of ideas:

1. If this is happening in MS Windows 10, , Would you mind opening up  the Event Viewer and take a screenshot of the processes and share it here. I need to see which are running when this happens? 
2. Is your version of Acrobat Pro DC updated to this version: 2020.009.20074?
3. If yes to bullet #2, Is this also happens  even if you go to HELP--->> "Repair Installtion"  is performed?
4. If step in bullets #2 and  #3 doesn't work for any reason, see if this other approach help: 

• If, you have Adobe Reader also installed in the same machine, verify that is not an older track. Make sure that is also updated and that it is actually Adobe Reader DC.
• If you have Adobe Reader DC installed go to this folder :   C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader    scroll down the list of subfolders and files en double click on a file named "Eula.exe".  It will open up the End User License Agreement.    Accept the agreement and exit. Log out of the current user account and log back in (or reboot the computer)
• Also, you can try by going to Edit -->> Preferences-->> "Adobe Online Services" -->> and in the "Sync settings" section disable "Sync preferences accross devices and document services"
• If you have the Creative Cloud (CC) desktop app and you're not using to collaborate with other Adobe software (i.e. Photoshop, Illustrator, XD for example) uninstall it and watch how Acrobat behaves after uninstalling the CC desktop app
• Worst case scenario, if else above fails: uninstall Adobe Acrobat Pro, download the Acrobat Cleaner and Repair Tool from here: Adobe Reader and Acrobat Cleaner Tool  , run the tool to remove old traces of the software, and reinstall Adobe Acrobat

[Mflemings]

1. Do to security reason I am not able to show all the apps/software that is running on work computers. But all computer a images so all work computer as the same and no oterh user is having this usse. I hope that helps a bit. 
2. Version 2020.009.20063 (I just updated a few days ago to see if it would fix the issue. 
3. Repair Installtion always started but neve finshes the time gor up to 47 minites and stays there so I did a reinstall with the latest version and after reinstall it does the same thing. 
4. If step in bullets #2 and  #3 doesn't work for any reason, see if this other approach help: 

• Adobe Reader DC is the only adobe reader install. 
• If you have Adobe Reader DC installed go to this folder :   C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader    scroll down the list of subfolders and files en double click on a file named "Eula.exe".  It will open up the End User License Agreement.    Accept the agreement and exit. Log out of the current user account and log back in (or reboot the computer) I will try this and report back.
• Also, you can try by going to Edit -->> Preferences-->> "Adobe Online Services" -->> and in the "Sync settings" section disable "Sync preferences accross devices and document services" Yes, I have tried this.
• If you have the Creative Cloud (CC) desktop app and you're not using to collaborate with other Adobe software (i.e. Photoshop, Illustrator, XD for example) uninstall it and watch how Acrobat behaves after uninstalling the CC desktop app. We do not use Creative Cloud (CC) desktop app.
• Worst case scenario, if else above fails: uninstall Adobe Acrobat Pro, download the Acrobat Cleaner and Repair Tool from here: Adobe Reader and Acrobat Cleaner Tool  , run the tool to remove old traces of the software, and reinstall Adobe Acrobat. I will try this after trying the "End User License Agreement." bullet point

[ls_rbls]

Here are more tips:

https://community.adobe.com/t5/acrobat/acrobat-wont-download/m-p/11339008#M269420

Amal from Adobe just posted more suggestions to another user who is experiencing the same lag with the download.

[Shay2theRee · Accepted solution]

The one and only way to log out of Adobe DC Pro when you have signed in with the wrong account or it's forcing you to try the trial when all you want to do is sign in using a licence you already have access to is to go to Adobe Account (https://account.adobe.com). Once you log in there with the account you did not mean to use you'll see Your Plans. For Adobe Acrobat Pro click on ACCESS YOUR APPS AND SERVICES, then you'll see an option to show your Activated Devices. Click on that option and select to remove the device shown. This breaks the link between Adobe DC and the computer you removed. Also if you did try subscribing to the trial you'll be able to cancel that too by going to Manage Plan and selecting Cancel Your Plan. Once you've broken that link though you're all set. The computer you want to use Adobe DC on via use of a licence you already had will now work using the licence tied to your computer. (Most likely a corporate license)

[Josiah Yeager]

This helped drastically, thank you!

[Jeannette269478432nm9]

This was wonderful!  Thank you. Thought I was going to be stuck in a loop forever.