Suddenly cannot open Acrobat. Prompted to sign in, and then I get a "connect to internet" error.

Forum|Forum|3 years ago
August 3, 2022
2 replies
593 views

Hello. I am suddenly unable to open Acrobat DC, which I purchased with my laptop in 2015 and registered. It says to sign in, and when I attempt to do so, it says to connect to the internet first even though I am already connected. When I click on customer support, a webpage opens saying my license expired or my version was illegal. I was supposed to have a perpetual license, as far as I knew. In fact, I can see the serial number I registered when I log in on the website under "Plans and payment"--"Products."

General troubleshooting

This topic has been closed for replies.

G

Gordodini

Participant

I'm having the same issue!

ls_rbls

Community Expert

What did customer care said?

Did you contact them and explain the issue?

J

John25510112yozmAuthor

Participant

Yes. First, he suggested I clear my browser history. Then he suggested I unplug my LAN cable (I use a wireless connection) and restart my computer (I had already tried that). He said he could not find my "plan" on my account (it is a "product" from 2015 showing as registered on my account). The he told me to post here.

ls_rbls

Community Expert

Did you upgraded the operating system that originally came with your laptop and had to reinstall Acrobat 2015?

The end of life and end of support for that version was in 2020.

See more here:

https://helpx.adobe.com/acrobat/kb/end-of-support-acrobat-2015-reader-2015.html

If that version was upgraded before and was tied up with Creative Cloud services, it is possible that, if you actually did a reinstall, all the mandatory releases that you had before are lost now and there is no way of updating again since there is no more support.

If this would be your case the best approach is to purchase a subscription plan of Adobe Acrobat Pro DC (continious release).

However, if my suspicion is not correct, then you may still try the following troublesbooting suggestions: