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We can't verify your subscription status

New Here ,
Jun 09, 2021 Jun 09, 2021

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Just in last few days this message keeps appearing and stops me using Acrobat DC....

I've looked at all the suggested remedies on chat sites but most seem to suggest a change to TrendMicro settings. I don't even have TrendMicro on my machine! 

Can anyone suggest (in very basic terms as I am not an IT specialist) another solution please. I'm running Windows10 on PC. 

 

I have already tried downloading the registry file AdobeAcrobat_PMOff.zip - this did not solve the issue.

And I cannot sign out of the DC app as it keeps saying it is initializing. IE - waiting for the error pop-up to appear. 

Thanks in advance

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General troubleshooting

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Adobe Employee ,
Jun 09, 2021 Jun 09, 2021

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Hi Justin

 

Hope you are doing well and sorry to hear about your experience. As you are getting the error message 'We can't verify your subscription status'

 

Please try to check your connection to Adobe servers and try to reset the host file manually as described in the help page - https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

 

 

If it still doesn't work please try the steps below:

 

1) Close all adobe related processes in task manager (Core sync, services for adobe desktop app, adobe desktop service, Adobe IPC broker, AAM updater)

2) Navigate to following locations and assign the current user full permissions to adobe folders.  (Right click on adobe folder select properties then click security tab , click edit and select current user you are signed in with , select full control , click apply and then ok)

    C://program data (enable view hidden files to see this folder)

    C://program files 86x/common files

    C://program files 86x/

    C://program files/common files

    C: //program files/

 

3) rename SLstore to Slstore.old at following location c://program data/Adobe/

4) Rename SLcache to Slcache.old at following location C:\Program Files (x86)\Common Files\Adobe

4) Navigate to c://users/username/appdata/local/adobe/oobe  and rename Opm.db to opm.old

5) Navigate to c://windows/system32/drivers/etc/   and open hosts file using notepad. IF you see any Adobe entry there please replace that hosts file with a new hosts file which does not have any adobe entry. If there is no Adobe entry leave the hosts file as it is.

6) Launch the application and sign in .and check.

 

Regards

Amal

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New Here ,
Jun 16, 2021 Jun 16, 2021

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Hello Amal

I have followed all of your suggestions and the problem still exists! Please
advise of a solution as I NEED to use Adobe PDF / Acrobat constantly for my
work. This is having a very detrimental effect on my productivity through no
fault of my own...



FYI



I'm on Windows 10

I'm on PC

I do not have Trend security installed

I have a paid up subscription with Adobe and my account is signed in.



I look forward to your speedy reply with a solution please

Regards
Justin


[P.I Removed By Moderstor]

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Adobe Employee ,
Jun 17, 2021 Jun 17, 2021

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Hi there

 

We are sorry to hear that. Please try to turn off any security software installed on your computer and reboot the computer once and check if that helps.
Note: Please turn on the security after testing to avoid any security risks.

 

Also, please try to create a new test user profile with full admin rights in Windows and try using the application there.

 

Regards

Amal

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