Acrobat 2020 Sign-In Loop

[sunny_ray1771]

Hi @S. S ,

we suffer from the same problem on two different machines and none of the above mentioned steps work for us. 

Tried to open your mentioned Links for procmon logs and Fiddler logs but see HTTP 400 error. 

Do you see Acrobat 2020 successful activations from other users these days? 

Please provide guidance and new Links as to continue with my enquiry here or create a different thread?

[S. S]

Hi @sunny_ray1771,

Sorry for the trouble.

Would you mind letting us know the OS details you are trying to install Acrobat 2020 on?

Please help us gather the logs from your machine: https://adobe.ly/3OStG0U. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us. 

-Souvik

[sunny_ray1771]

Hi @S. S ,

OS is: Windows 11 Enterprise, Build 22621.4460

Log ID: 10775cb2-df34-41fd-8bea-b64e6d6419db

[S. S]

Thanks, @sunny_ray1771, for the details.

Please allow me some time to get this checked with the team and circle back to you.

-Souvik

[S. S]

Hi @sunny_ray1771,

We have a workaround for the issue. Please try and let me know if this helps:

1. If Acrobat 2020 is signed in on the system, sign out Acrobat 2020 first. 
2. Uninstall the current installation of Acrobat 2020 Classic.
3. Do a fresh installation, choose the "I have a serial number" option in the installer, and enter the valid serial number. 
4. Follow the remaining installer prompts to install the product. 
5. When Acrobat launches, it will ask only for the user's sign-in and will not ask for the serial number. 
6. The product shall work fine after you enter valid credentials. 

-Souvik

[sunny_ray1771]

Hi @S. S, thanks for the workaround. I did just that but now face following message that indicates some form of access restriction (No access to this page):

I made sure we have no manipulation of network traffic leaving our networks so it seems something on your Servers blocks the request. 

[S. S]

@sunny_ray1771 

Sorry for this.

Would you mind sharing the network trace? 

You can use this link to install Fiddler and share the logs: How to collect a network trace | Microsoft Learn

-Souvik

[donald_6886]

I tried the solution above and I'm still getting looped through the signin with my email and password.  Except for the first time after I remove the Acrobat 2020 file and start over, I am not repeatedly being asked for the serial number.  I am in the same loop others have asked about: I'm asked for my email and password, and there isn't a way to close that window without signing myself out.  I'm running a Dell Latitude 7490, Windows 11 pro and Office 365.  This laptop is a stand-alone and not connected to a network.