Conflicting Accounts - Same Email - Deleted-Org

[Stephen Leath]

Our Organization is having a problem.  Our parent company has purchased us Enterprise licenses, and enabled them with AD Single Sign-on using the same emails we were using with our old Adobe Org account. 

My users have old and new accounts with the same email.  You can get logged into the new account and use Adobe mostly, but certain features like ESig request give an authentication fail message.  I have determined this is due to the old unlicensed account with the same email still out there after doing some testing.

My first response to this was to log into my old Org Console and remove users, delete accounts.  However since I already canceled this subscription, I cannot access the console, and they have "deleted" the Org.  My second step was calling Adobe but that failed because they wont help me with an account that doesn't have a subscription.  Step 3 was to log in to each user with personal profile and delete the accounts 1 by 1.  However the accounts cant be deleted due to being tied to our Org and "leave Org" is not an option.  (The Org listed says XXXX-Deleted-Org)  My last option worked.. I logged into an old adobe account and associated it with a personal email, and immediately the new corporate account is not having issues anymore.

I now have a less than ideal process of logging into 47 old accounts and tying them to a different email addresses, just to fix a conflict with the new accounts.   

Is there not another way to wipe out these old accounts, or tie all features to the new accounts so that we dont get an error?

[ls_rbls]

Hi @Stephen Leath ,

When you say "AD" are you referring to user accounts credentials  that are currently managed/administered  through a the Microsoft Azure Active Directory Single Sign-on?

From what you've described it may be possible to work around this procedure by reviewing the steps that you're following on how to set up your Azure AD with the SAML Toolkit.

I am also not sure if any old Active Directory Group Policies could be interfering with managing the User Access accounts.

In any case, See if the Microsoft Support guidelines in the link below are helpful:

• https://learn.microsoft.com/en-us/azure/active-directory/manage-apps/add-application-portal-setup-ss...

See also the Acrobat Enterprise Admin Guide and additional resources below:

• https://www.adobe.com/devnet-docs/acrobatetk/

• https://www.adobe.com/documentcloud/resources/it-tools.html

• https://helpx.adobe.com/enterprise/using/deploying-acrobat.html

• https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

[Stephen Leath]

Thanks for the reply ls_rbls,

             Yes the new licensing does leverage Azure AD Single Sign-on user managment however the old licensing was not.  It was using the Organization/Team Admin Console which tied personal accounts to Orgs.

          I will review the links you shared in hopes of finding something, but I suspect the real problem lies in the old accounts being out there and setup with the exact same email causing issues for certain functions in Acrobat.  In my troubleshooting and work to resolve it, changing one of those old account's emails did clear up the issue for that account.

         Once again, thanks for the input and effort.

[ls_rbls]

You're very welcome.

Please post back when you find a solution...  now I'm also curious  🙂