Hello,
I have a user who is having issues with logging into Acrobat Pro DC.
We have spent quite some time with this yesterday. She is assigned as a user in the Adobe Portal and we know that she is in there correctly since she can choose the organization when logging into her account online.
The choice to select the Organization comes up there. But the choice never comes up when logging into the application. It immediately goes to the personal account despite putting in the same email address and password.
Things tried:
1. Removing her from the Adobe Portal and adding her back into it.
2. Changing her password within her online account and using that new password within the application
3. Deleting all of her AppDate files associated with Adobe
4. Uninstalling and Reinstalling Acrobat Pro DC
5. Trying on a different computer
6. Trying to connect via Google account. (the choice comes up and we choose the organization but it still goes to her personal account)
7. Disable Select my profile automatically
8. Attempting to delete the personal account (not possible but ended up removing the Organization which then needed her added back in the portal)
I am at a complete loss. We have routinely seen this issue happen about half the time where it goes to the "Free Trial" that requires a payment method. This is not appropriate for our business since there are licenses associated with the email address in the Adboe Portal. Removing the user from the Adobe Portal and readding them has always fixed the issue. But it did not for this user with removing and readding her twice did not fix the issue. And we have verified that she has the Organization associated with her email address when logging into the account on the web.
This is on a brand new computer and a brand new user. I am the only other person who has logged into the computer and that was only for installing software and updates.
What complicates things more is that someone else manages the portal and I am not the person who should be doing this since I have not the knowledge of who needs the software or not. It usually takes between 30 minutes and a full week to get a user removed and readded to the portal depenging on the availability of this person. And the users do not have the ability to use the free trial. And it is not easy to try to get Acrobat Pro to act like Acrobat Reader. There is no option to choose for that. It only happens with a bunch of finagling until we get to that point and am not sure what the process really is.
And every time we run into this situation I spend way too much time and energy on this issue or similar one with the accounts that I need to support other users, which should not be the case.
Right now I am not going to worry about the removal and readding to the Adobe Portal, I just need to know what I can do to get this account to see the Organization when logging into the application. This is critical with new users since they have to sign off on reading documentation that is pertinent to her employment with the business.
Thank you for any quick respose to this issue.
John
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