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Adriano5FC1
Participant
November 11, 2021
Answered

Adobe reader login screen keeps looping and opening automatically if you are logged in to CC

  • November 11, 2021
  • 4 replies
  • 13113 views

We have adobe illustrator installed via creative cloud. We also use Adobe PDF reader to open PDF files.

 

If we open open any PDF file, it will launch a popup screen to try and login. This will be an endless loop, the login option will never appear it will try to load over and over again.
We don't initiate the login process, this will load on its own. For reader we have no need to be logged in anyhow. See attached picture of popup

 

It is possible to close the window, but that has to be done each time we open a PDF file. It is quite bothersome and causing our end users some frustration.

If we log out from creative cloud this works without any problems... I spent 1 hour on a case and after a while the support again said "issue is with free product I cant solve" and disconnected straight up from our session, I asked Adobe support to address this and investigate further since this seems to be a bug but no luck there he simply refused and disconnected..


Basic troubleshoting has been done. And in order to not waste any time, we are not interested in looking for changing registry or what not or modyfying windows.. Acceptable solutions would for example be.

  • Firewall settings that we need to update.
  • A previous version possibly - and where I can access this
  • A setting in adobe reader that can remove the automatic login popup.
  • Adobe to fix their bug?

Thanks in advance,

 

This topic has been closed for replies.
Correct answer DanPDC

Hi there

 

We are sorry to keep you waiting, our engineering team is still working on it and need some more time.

 

We will share the update as soon as we will hear anything from them.

 

Thanks for your time, patience and cooperation on this.

 

Regards

Amal


Hi,

 

I did workaround 

1. Sign off from Creative Cloud

2. Close CC

3. Run Acrobat Reader 

4. Sign in Reader to Adobe account

5. Run CC

Done

4 replies

Amal.
Community Manager
Amal.Community Manager
Community Manager
April 14, 2022

Hi there,

 

Hope you are doing well and sorry to keep you waiting.

 

This issue has been fixed with the April release for Adobe Acrobat/Reader DC ver. 22.1.20117 (Win) and the fix will be enabled via a registry key

 

Please update the application to the recent version 22.1.20117 (Win), from the help menu > check for updates or you may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html  and you may reboot the computer once and use the registry key as below:

 

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Adobe Acrobat\DC\FeatureLockDown
iReaderSSONGLSignIn = 1 (DWORD)

 

Note: As a side effect of this fix, the user will not be able to sign in to Reader from the sign-in button.

 

 

Let us know if you experience any trouble and need more help. 

 

Regards

Amal

J
Jan30656586ehpu
Participant
June 22, 2023

Not to disappoint, but i believe i have encountered a variation on this bug in the current build.

Adobe Acrobat Pro goes in to the blank log in window and during that multiple instances are created (verified via task manager). I tried the aboth workarounds (logging out creative cloud) but that does not do the job.

Any good ideas?

 

Best,

Jan

T
Travis22281633fnn2
Participating Frequently
June 22, 2023

Jan,

I would try reaching out to Adobe support(phone line), optimistically you won't have the same trouble I did 2 years ago where no one would touch the issue because your using a paid product. With Adobe Acrobat Reader, no one wanted to touch the issue because it's freeware.

 

Inevetibly, if all else fails.. what I had to do to get the right people looking at the issue was to email the Adobe CEO. .. hate to do it, but there was not another option back in 2021(after months)...but I noted this case and any others that were relevent and indicated the amount of people watching the issue to convey the impact to their customers over all. Shortly after I was in communication with support and within a week there was a resolution(for my affected users anyway). 

V
VaibhavGaur1990
Participant
March 31, 2022

Hi,


We would be needing logs to analyze this particular issue. For this, kindly perform either of the below steps

To capture the logs, please download Adobe log collector tool from here (https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html) and run it. It will generate a ".zxp" file on your machine. Please share the .zxp file with us.

OR

From %temp% folder collect the below folder contents and share them with us:
1. acrobat_sbx
2. NGL

Amal.
Community Manager
Amal.Community Manager
Community Manager
July 22, 2022

Hi there

 

++ Adding to the dicussion

 

Please update the application to the recent version 22.1.20169 from the help menu > check for updates and reboot the computer once and see if that works for you.

 

Let us know if you experience any trouble and need more help.

 

Regards

Amal

Amal.
Community Manager
Amal.Community Manager
Community Manager
January 11, 2022

Hi there

 

Sorry to keep you waiting. The planned update for Adobe Acrobat/Reader DC version 21.11.20039  is now available. Please update the application from the help menu > Check for updates  and reboot the computer once.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html  and see if that works for you.

 

For more information about the new release please check the help page https://helpx.adobe.com/acrobat/using/whats-new.html

 

Let us know if you experience any trouble and need more help

 

Regards

Amal

T
Travis22281633fnn2
Participating Frequently
January 11, 2022

Thank you @Amal., this did not resolve the issue.

 

We tried the above update in app and by manually patching. Neither method had an effect. Both times, the computer was restarted imediately after the update completed.

Note: The manual patch was only attempted after the looping issue reoccured on the following 2 times the program was started fresh.

After installing the patch manually, the computer was rebooted and the issue persisted. (Again, the application was opened a second time for benefit of the doubt.)

Revisiting the first correct answer(because apparently there can be 2 correct answers?) :

 

We closed the test window of AARDC.

We signed the user out of CC, closed CC.

Opened AARDC, signed in to AARDC.

Closed AARDC,

Opened CC...Still identifies Illustrator as unlicenced. 

 

Close CC

Open AARDC sign out.

Open CC, sign in. Licensed. 

Open AARDC, popups.

 

Edge or Foxit guys! If you need to sign a bunch of stuff.....sign out of CC...or use Foxit. Seems to be the only workaround...
Very tempted at this point to go the Foxit route, at least with that you can sign a document within 20 mins....

 

W
Wataru Yamazaki
Participant
January 24, 2022

@Amal. Thank you for the info. If there is anything I can do to assist with this matter, I will assist however I can..forexample log exports, or remote sessions. I do have to work around the end user's schedule, but the faster this can be resolved the happier we will be.

 

Patiently awaiting your next update.


Hi, 

 

I came across the issue, and I may have found a piece of information that may be behind what Travis is experiencing.

 

In my Win10 64bit environment, I have Adobe CC (Illustrator only) provided from my organization, and Adobe Acrobat Reader (downloaded from Adobe website). 

 

Versions

Windows 10 Pro 64bit 21H2

Illustrator: 26.0.2 (64bit) - Adobe CC for Teams subscription from my organization

CC:5.6.0.788.2

Adobe Reader DC: 21.011.20039.0 (32bit)

 

Symptom

I had the same issue as Travis, Adobe Acrobat Reader giving me blank window loop whenever it opened. I could recreate the licensing weirdness when I logged in from Adobe Reader. 

 

Now when I was fiddling around the account settings, I saw "Automatic profile selection" setting toggle. I turned it off, and tried logging into Adobe CC. 

(Hidden fields are my email and organization name, respectively)

 

I got this prompt, suggesting I have two profiles under my email, orange Business one for my organiztaion, and mysterious blue Personal one. I may have mistakenly made one before. I don't remember honestly.

 

I can confirm that being signed in with Business profile, Illustrator license works, but Acrobat Reader will have blank login window issue (in effect creating multiple sessions as you see in Adobe Account Security section). I think I had 30+ sessions from IE after Acrobat Reader loop.

 

When I am on Personal, Adobe CC thinks I do not have license to Illustrator and ask me to start the trial, but Adobe Reader works fine. 

 

Solution

Based on that, I have found the (permanent-ish) solution. 

1. Log out from all Adobe applications (Adobe CC and Acrobat Reader)

2. Turn off the Automatic Profile selection from Adobe Account on web.

3. (may want to reboot to make sure) Open up Adobe Reader.

4. Log in from the top-right (no blank issues here, this seems to automatically go to Personal profile).

5. Open up Adobe CC and log in.

6. Choose Business Profile (Orange one)

7. Now both works fine. 

 

Both applications seems to work fine after reboot, so it should be permanent-ish. 

 

>Amal and Adobe team

I am suspecting Adobe Reader not being able to comprehend these profile selection prompt, and failing to authenticate account session when the CC is logged into Business Profile already on that computer. 

 

This profile migration seems to have happened recently, and maybe that's why?

 

I can confirm that at Step 4, when I opened up Adobe Account page on Chrome, it said I do not have any subscription. I still don't see the Adobe CC subscription from my org on my Adobe Account page after Step 7, but Illustrator is looking at the Business Profile, so CC and Illustrator does not complain to me. 

 

Beats me why the auto selection is on by default, and I cannot even toggle between multiple profiles on Adobe Account page to tweak things around though. 

 

Hope it will be of any help, Travis, and all others in trouble. 

And I think there's something to fix with Adobe Reader and profiles, Adobe team.

 

Wataru

 

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    November 11, 2021

    Hi Adriano

     

    Hope you are doing well and sorry for the trouble. As described you are getting the multiple blank popups.

     

    This issue is already reported to our engineering team and they are working on it to find the fix. We will share the update as soon as we will hear anything from them.

     

    Thanks for your time and Patience on this.

     

    Regards

    Amal

    D
    DanPDC
    Participant
    January 3, 2022

    Hello, 

     

    We are facing the same issue, any updates from your engineering team?

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    January 3, 2022

    Hi there

     

    We are sorry to keep you waiting, our engineering team is still working on it and need some more time.

     

    We will share the update as soon as we will hear anything from them.

     

    Thanks for your time, patience and cooperation on this.

     

    Regards

    Amal

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