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New forced QR code logins

Forum|Forum|1 year ago
August 29, 2024
4 replies
7764 views

I work at the IT help desk and I am now getting calls from users where a QR code is shoved in their faces in Acrobat Pro DC telling them to scan it to sign in instead of going to a screen where they can put in their email address and do not know how to get around it. They do not have a QR reader nor are up to speed on using QR codes. Oh you may say copy the link into the browser, that's not good enough. They need the screen to put in their email address straight up. This change had to have been rolled out yesterday, this wasn't a change we needed or wanted and causing confusion. I had to sign the users in through the Creative Cloud app as a workaround. Users here have to sign into Adobe then sign in through Okta to get their license info from a state gov server.

General troubleshooting

Correct answer lhayesfccs

Newly installed Acrobat Pro 2020. Initially presented with the QR code/web link window for account login. Successfully created my new account via the copied link. Launched Acrobat Pro and was still presented the QR code/web link window. After finding this discussion and closing the presented QR code/web link window, I was finally able (click the X on the annoying window several times) to reach the Help menu > Check for Updates in the Acrobat Pro 2020 app. The app reached up to the server and installed an update. Once installed, I relaunched Acrobat Pro 2020, clicked the Sign In link once more and was presented with the Sign-in page that included the username/create an account prompts. I hope this helps. Thanks.

T

Tariq Ahmad

Community Manager

Hi all,

We have reviewed some logs from some users already, and a common issue is that users don't have the app updated to the latest version. This page: https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html will give you the list of all available updates. If you can launch Acrobat, click Help Menu> Check for Updates. Try installing the pending updates and rechecking the issue. If you cannot install updates that way, use the link I have provided, download the matching update to the App variant you have, and install it.

If the issue persists, most of you have already received my email. If you can help me with the requested logs, we will try to fix this for you.

~Tariq

S

Spirited_experience5201

Participant

You cannot launch acrobat and get to the help menu, it immediately closes and tries to get the user to sign in!

L

landaua37374113

Participant

Same issue here - just started today. Software install was with key was sucessful with no errors and instead of the normal Sign in to Activate prompt, i get the QR code with no other option. When signing in via my phone w/QR code or via copy link to Edge browser, the prompt disappears implying sucess but when attemptign to open Acrobat again, I get the same must Sign in to Activate as previous

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ValueBank3569668409jk

Participant

I ran into this particular issue this morning. We use a perpetual license, so I was attempting to reactivate my Adobe Pro 2020 license on a new workstation. However, when I went through the process of signing in, it would loop me back to the sign in process again. I attempted both QR Code and copying the link, but reactivating was unsuccessful. I did some research and found an Adobe application called "AcroCleaner" which cleans up issues caused by corrupted installations or files. You'll need to download and run AcroCleaner. Once, it finishes, restart your PC and try reinstalling Adobe Acrobat Pro 2020. This worked for me, hoping it does for you as well.

Adobe AcroCleaner link: AcroCleaner — Acrobat Desktop Tools and Utilities (adobe.com)

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defaulthddnvrk3ykeg

Participant

Acroa cleaner is a bust. We have 400 plus single user licenses. This is a joke.

K

kimberlyd73624948

Participant

Plus I used to be able to open any Adobe PDF file and now it redirects me to this QR code thing

and I can't get any work done!

And calling ADOBE is a joke!

The people there hang up, can't understand english or language barrier/understanding and are no help.

What is being done about this???

T

Tariq Ahmad

Community Manager

Hi @Steven34743367q5y6 @kimberlyd73624948,

Sorry for the delayed response and troubled experience.

I see two issues being discussed here.
@Steven34743367q5y6 First, Adobe provides activation methods, but I don't know if the deployment package was customized on your end. If you have a team/Enterprise license, you have a dedicated support channel. All you need to do is open a case through the admin console, and the team will help.

@kimberlyd73624948, Your support experience seems awful. It should not have happened, and I understand how frustrating it can be. I'm sorry about the experience.
In your case, I really can't comment on the issue unless I have all the information. Are you using your personally purchased application or one given to you by your office?

If you are still experiencing the issue, let me know, and we'd be happy to assist you. It would be helpful if you could share a video recording of the problem happening at your end. This video should capture the entire process from launching this application to the problem scenario. This will assist us in diagnosing and fixing the issue more effectively.

I understand how frustrating it can be. We truly appreciate you bringing this to our attention and sharing your experiences.

Please know that we are fully committed to addressing issues like this and ensuring the app functions smoothly for all users. Your feedback is invaluable in helping us improve.

Thank you for your continued patience and understanding.

~Tariq

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Steven34743367q5y6Author

Participant

Also the COPY LINK button does NOT FUNCTION.

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