Participant

Answered

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

Forum|Forum|4 years ago
November 11, 2021
4 replies
13105 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

Amal.

Community Manager

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

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

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

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

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

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

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....

Amal.

Community Manager

Hi there

Thanks for trying out the new versionandsharing your observation.The issue is still in discussion with the engineering team and they are working on it to find the fix. We will share the update as soon as we ill hear anything form them.

Regards

Amal

Amal.

Community Manager

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

Hello,

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

Amal.

Community Manager

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

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded