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Why does my Mac Air (2015) have the Acrobat Pro DC subscription but my M1 iMac doesn't display it?

Community Beginner ,
Oct 27, 2022 Oct 27, 2022

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Long ago I purchased Adobe Acrobat Pro, before they had the DC subscription program. It was installed on my laptop (MacAir) and my iMac desktop.

 

When I changed over to a yearly subscription, the MacAir displays and runs it perfectly, but neither of the two iMacs I have had display the same. In fact, in the lower righthand corner it says Updates are no longer available for the 2017 version of Adobe Acrobat Pro.

 

The app works okay on the iMac, I can log into my account and have Creative Cloud online, but it doesn't look or perform as the app does in my old laptop using the subscription. The devices listed in my account are the iMac and MacAir, but the date on the iMac is early 2021 and I have since purchased a new M1 iMac.

 

I have tried everything, deleting the app and reinstalling it, but nothing works.

 

Am I worried about something that is commonplace and not a problem? I'd love to know if I can get the subscription verion on my desktop since that's the computer I work on most.

 

 

 

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correct answers 1 Correct answer

Community Expert , Oct 28, 2022 Oct 28, 2022

i recommend going further than @PeruBob:

 

reset the cc desktop app: make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging and then reinstall

if that fails, do a clean cc install following

...

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LEGEND ,
Oct 28, 2022 Oct 28, 2022

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That's true, updates are no longer available for the 2017 version. But that shouldn't matter with a subscription, if you have one, it will let you install the latest version.  You say you are reinstalling the app - how?   What is the actual version that is installed today?

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Community Beginner ,
Oct 28, 2022 Oct 28, 2022

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It says verbatim: "2017 Release (Classic) | Version 2017.012.30262"

 

Thank you for your help. 

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Community Expert ,
Oct 28, 2022 Oct 28, 2022

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see my previous message .

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Community Expert ,
Oct 28, 2022 Oct 28, 2022

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did you install the cc desktop app on your imacs?

 

if no, install it.

 

if yes, do they show you can install your subscription app(s)?

 

if no,start here - https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

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Community Beginner ,
Oct 28, 2022 Oct 28, 2022

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Yes, I have the CC app installed. When I open the CC app it says Installed - Acrobat - Up to date > Open. When I "Open" the app, it takes me over to the 2017 version I mentioned in the comment above. 

 

Thank you for your help. 

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Community Expert ,
Oct 28, 2022 Oct 28, 2022

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Try resetting the CC App.
To reset the Creative Cloud desktop app, make sure it's in the foreground, then press:
Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

If that doesn't work, try uninstalling and reinstalling the CC App:
https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

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Community Expert ,
Oct 28, 2022 Oct 28, 2022

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i recommend going further than @PeruBob:

 

reset the cc desktop app: make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes... and then reinstall

if that fails, do a clean cc install following each applicable step:

uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

repair all ms visual c++ versions that can be repaired.

update your ms visual c++, if it can be updated

restart your computer (don't skip this)

reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud

if you're unable to download the cc desktop app at this stage, use the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

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Community Beginner ,
Nov 04, 2022 Nov 04, 2022

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I'm sorry for not replying sooner. I've been traveling since your helpful comment and have not been able to try the procedure on the iMac. 
I have it marked and when I return home I'll try it and let you know how it goes. 

Thank you 

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Community Beginner ,
Dec 19, 2022 Dec 19, 2022

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Thank you very much. I had to go through all the steps, but it is up and running on my iMac as it should. 

 

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Community Expert ,
Dec 19, 2022 Dec 19, 2022

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excellent to hear!  (and thank you for the update).

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