Blank sign in screen opens and closes repeatedly when opening Reader

[h746f]

When certain members of our team open Adobe Reader it also opens a blank screen with Adobe borders that is visually similar to the sign in screen. This imediately closes and then re-opens repeatedly until they select the close window button at which point this window remains closed and they can use Adobe Reader as normal. Please can you advise on how to stop this from showing?

We have tried re-installing Adobe Reader which has no effect and this is only occuring with some team members. Also it happens regardless of whether you open Adobe Reader from a PDF in File Explorer or just open Reader by itself.

[Amal.]

Hi there

Hope you are doing well and sorry for the trouble.

Would you mind sharing the version of the Acrobat Reader DC you are using? To check the version go to Help > About Acrobat and make sure you have the latest version 21.07.20095 (Win) , 21.07.20096 (Mac) installed. Go to Help > Check for updates.

Also try to logout of the application, reboot the computer once and relogin with the same Adobe ID and see if that works for you.

Regards

Amal

[h746f]

Hi Amal,

Thanks for your reply. I can confirm we are are using this latest version.

Also, when the users affected try to select sign in the same blank screen loads as on startup and then closes so they are not able to sign in at all.

[Amal.]

Hi there

Have you tried to logout of the application, reboot the computer once and relogin with the same Adobe ID?

Let us know how it goes.

Regards

Amal

[h746f]

No we have not been able to try that as the users are not signed in on Adobe Reader at all and are not able to sign in as the sign in screen loads blank when they select the 'sign in' option in Reader.

[Amal.]

Hi there

We are sorry to hear that. Would you mind sharing the verison of the OS you are using?

Also please collect the logs of the affected machine as described here - https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and share the logs with us via document cloud -  https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Regards

Amal

[Amal.]

Hi there

We are sorry to hear that. Would you mind sharing the verison of the OS you are using?

Also please collect the logs of the affected machine as described here - https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and share the logs with us via document cloud -  https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Regards

Amal

[h746f]

Hi Amal,

We are running Windows 10 Pro 64-bit 21H1 OS Build 19043.1237 and Adobe Acrobat Reader DC version 2021.007.20099 64-bit.

I have also collected a log file from one of the the affected PC's:

https://documentcloud.adobe.com/link/track?uri=urn:aaid:scds:US:5c6f06f6-ed86-4a57-a26d-6e20ff261026

[Amal.]

Hi there

Thank you for sharing the logs. We have reported the issue to our engineering team for the investigation. Please give us some time to get it checked we will share the update as soon as we will hear anything from them.

Regards

Amal

[h746f]

Hi Amal,

Our Team have noticed that this issue seems to start when they sign into the Adobe Creative Cloud program. This is despite the Adobe Acrobat Reader being installed separately to the CC program. User's who weren't signed in to the Creative Cloud program were not having this issue but as soon as they sign it it starts.

[h746f]

Further to the above, if the user signs out of Adobe Creative Cloud and then they then sign in on Adobe Acrobat Reader DC with the same account the sign-in pop obviously doesn't endlessly load on startup of the program. However Adobe Creative Cloud then re-signs in and when the user tries to open InDesign etc is prompted to buy a license despite the fact the account has a license.

It seems like the account link between Creative Cloud and the free version of Adobe Acrobat Reader DC is completely broken.

[Amal.]

Hi there

Thanks for sharing your observation. Our engineering team is working on the issue to find the fix.

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

Regards

Amal

[h746f]

Hi Amal,

Has there been any progress on this issue?

[Amal.]

Hi there

Sorry to keep you waiting. We haven't got any time line on this as the other team is still working on it to find the fix.

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

Regards

Amal

[h746f]

Is there still no update on the progress of a fix for this bug/issue?

[Joeri5C49]

I would like to say that your analysis seems exactly right. I am seeing the same problem with my users, they use subscribed software in Creative Cloud combined with the free Adobe Acrobat Reader, the login screen keeps popping up in Reader when signed in to Creative Cloud. 

[h746f]

Hi Amal,

One of our users has tried the trial to Adobe Acrobat DC Pro and this issue is not present in that version of the software. When the trial ended he was reverted to the free features but this has been fine for him.

Please can you provide an update on when this bug will be fixed as it is getting very irritating for our team now.

[Amal.]

Hi there

Hi there

Sorry to keep you waiting. We haven't got any time line on this as the other team is still working on it to find the fix.

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

Regards

Amal

[Amal.]

Hi there

Sorry to keep you waiting. We haven't got any time line on this as the other team is still working on it to find the fix.

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

Regards

Amal

[ASHWIN21865084kotf · Accepted solution]

Here is the Solution:

> Close  Adobe Activation Window, Close all Browsers.

You need to reset IE.

1. Open CMD (Command Prompt) as Admin.

2. Run the following command :  RunDll32.exe InetCpl.cpl,ResetIEtoDefaults
3. Check the Box Delete Personal Settings
4. Click on Apply.

> Now Launch Adobe and Activation should work.

Solution Provided by Ashwin Kota

[P.I Removed by Moderator]

[Joeri5C49]

I asked my client to try this, but they replied this does not change anything. Did someone else have succes with this "Internet Explorer" reset? 

[defaulttx7lpe7lfbze]

It didn't work for us.

[Angel230609914kqh]

Hi, 

I'm experiencing the same issue and have tried the solution provided below with no luck.  Is there any update on a fix?

Thank you 

[heatherw68551659 · Accepted solution]

I also had this and resetting IE as mentioned did not work for me. What did work was signing out of all Adobe sessions.

[Angel230609914kqh]

Thank you for your response.  After multiple attempts with clearing the active sessions and resetting IE settings again, I could not stop the pop-up window from keep appearing in Adobe Reader.  Anyone else have better luck with this?

[defaulttx7lpe7lfbze]

Neither worked for us. Clearing active sessions only works until you sign back into one of your apps again.

[Amal.]

Hi there

We are sorry to hear that, this issue is reported to the 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.

Regards

Amal