We can't verify your subscription status / We can't reach Adobe servers -- Multiple users

Question

I have multiple users that are attempting to open PDFs via Adobe Acrobat Pro DC and are getting the following messages:

We can't verify your subscription status. We can't reach the Adobe servers. This may be because you're not connected to the internet. Check your connection and try again below. If you're still having issues, please see our connectivity troubleshooting guide.

Sorry, Acrobat DC has encountered an error. You will not be able to user Acrobat DC at this time. Please contact Customer Support and use the reference code 109 for more information on how to resolve this issue.

I see that the Adobe Servers are going through maintenance right now; is this linked?

Amal. · Answer

Hi there

Hope you are doing well and sorry to hear that.

Please try to log out of the application, reboot the computer once, and re-login with the same Adobe ID and check.

Do you have Trendmicro security software installed on your machine? If yes, please go through the help page https://helpx.adobe.com/acrobat/kb/cant-verify-your-subscription-status.html and see if that helps.

Also, please try to reset the host files and check your connection to Adobe servers as described here https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html and see if that works.

Regards

Amal

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