Contact IT Administrator

[jared_0796]

I try and log in with my account here on my student email and I get the message for adobe acrobat (the free version) You do not have access to this service. Contact your IT administrator to gain access. The problem is I have now went to IT and they have no idea what I am talking about. I have been using adobe acrobat for a few months now for free and now all of a sudden I cannot log in nor retrieve my annotated files. This is very frustrating and I have to keep taking time away from my work to figure out whats wrong with this application every few days.

[AnandSri]

Hello @jared_0796!

I hope you are doing well, and we apologize for the trouble you had.

We verified your Adobe ID (email), and it is associated with your University and personal accounts; however, there is no license/subscription associated with them. 

If you are using the trial version of Adobe Acrobat, the trial ends after 7 days, and you won't be able to use the features or services after that.

The message “You do not have access to this service. Contact your IT administrator…” usually appears when:

1. You're signing in with an Adobe account managed by your school (Enterprise or Federated ID).
2. Your school’s Adobe license doesn’t include access to Acrobat (even the free Reader) under that login.
3. The account was working earlier because of temporary access or a trial that’s now expired.

• If you saved your annotations to Adobe Cloud, sign in to https://documentcloud.adobe.com using the same login you used previously (try both personal and school accounts).

• If you saved them locally on your device, check your Downloads or Documents folders.

Ask IT if your school has changed Adobe licensing: 

• Sometimes schools switch plans, and Acrobat access may have been removed or reconfigured.

• Ask if they can check the admin console or confirm whether “Document Cloud” access is included for students.

If your Adobe ID is associated with the license under a personal or Enterprise account, you will be able to access the full services.

I hope this information helps.

Let us know if you need any assistance.

Thanks,

Anand Sri.

[jared_0796]

The trial would not have lasted several months though correct? They said they don't have a plan, which is why I was just using the free version..

[jared_0796]

Additionally, I cannot access the link you have sent, I get the same error message when trying to use it

[AnandSri]

Hello Jared!

The trial period is for 7 days, see this article for more details: https://helpx.adobe.com/in/acrobat/faq.html

Assuming that you were using it for some time, it would be the freeware Acrobat Reader version. You can download it from here: https://get.adobe.com/reader/enterprise/

To access the Acrobat Online services, use this URL: https://acrobat.adobe.com/link/home/

If you still have access issues, you need to get in touch with the IT team to whitelist Adobe network endpoints: https://helpx.adobe.com/in/enterprise/kb/network-endpoints.html

Thanks,

Anand Sri.

[jared_0796]

Yes, I already have the reader downloaded. My problem is that I cannot access any of my files all of a sudden. I guess I will try to contact IT again but they really dont seem like they know what is up with this issue. It seems like it is an Adobe problem.

[AnandSri]

Hello Jared!

I hope you are doing well, and sorry for the delayed response.

Are the files stored on any cloud storage or network drives, or locally? It seems to be a permission issue on the user profile, as the IT team has deployed the Acrobat Reader app, and wants the users to access the files or the services. Please ask the IT team to provide access to the installation folders of Acrobat Reader, along with the user profile, and ask them to allow access to the Adobe Network endpoints. 

I hope this helps.

Thanks,

Anand Sri.