Why am I getting a 'Your trial has has expired' message on a fresh install of a paid service?

New Here ,
Nov 02, 2017 Nov 02, 2017

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I'm a Helpdesk Analyst and I have a user, who has a subscription, but Acrobat DC is saying 'Your trial has expired'. I have uninstalled all Adobe software, restarted the PC, and reinstalled the Creative Cloud. Even after re-downloading Acrobat, it still says the same thing.

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Install update and subscribe to Acrobat

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Adobe Employee , Nov 02, 2017 Nov 02, 2017

Hello Needbiggerhammer,

We apologize for the inconvinience caused, as per the description above, you are getting a  trial error in Acrobat Pro DC in Creative Cloud Desktop app as well as in Acrobat application, Is that correct?

The record shows that you have an active subscription of Acrobat Pro DC on your current Adobe ID.

Please refer and try the troubleshooting steps from the following KB doc Resolve connection errors with Adobe Creative Cloud and Creative Suite applications Link: https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

...

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Adobe Employee ,
Nov 02, 2017 Nov 02, 2017

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Hello Needbiggerhammer,

We apologize for the inconvinience caused, as per the description above, you are getting a  trial error in Acrobat Pro DC in Creative Cloud Desktop app as well as in Acrobat application, Is that correct?

The record shows that you have an active subscription of Acrobat Pro DC on your current Adobe ID.

Please refer and try the troubleshooting steps from the following KB doc Resolve connection errors with Adobe Creative Cloud and Creative Suite applications Link: https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

Hope this helps, and let us know how it goes.

Regards,

Anand Sri.

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New Here ,
Jun 22, 2022 Jun 22, 2022

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I had this same issue recently.

Acrobat support had me do the following steps in attempt to resolve issue from a personal Windows PC:

 

  1.  Sign-out then sign back-in to Adobe Creative Cloud > Open Acrobat DC....still get error.
  2.  Go into Control Panel > Credential Manager > Delete all Adobe sessions.  Repeat step1...same error.
  3. Support had me download a Cleaner (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html#downloads) to remove Acrobat > Reboot.
  4. Then re-installed Acrobat DC from this link (https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html)...still same error.
  5.  I was fed up at this point.  I remembered a tool we use at work to resolve license issues that may work on my PC. Downloaded this tool (https://helpx.adobe.com/enterprise/kb/sdl-toolkit.html).
  6. Closed Acrobat DC. Opened PowerShell and ran the toolkit:  adobe-licensing-toolkit.exe --deactivate
  7. Command completed successfully.
  8. Opened Acrobat DC...issue resolved.

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