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Reader DC Issue

Explorer ,
Jan 09, 2024 Jan 09, 2024

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Hi,

 

I just want to let you know that my issue is occuring again as of today, it happened where i was signed out of adobe reader dc and had to sign in again. The steps you provided before did not seem to fix the issue. Please check if there are other steps to fix the issue. I signed in again today on my imac and mac book pro since i was signed out of adobe reader dc on both devices. I have the updated 2023 version still. I did the reset to default settings before using your steps and also reinstalled a new copy of reader dc. let me know any other steps to take for this issue. ty again.

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Adobe Employee ,
Jan 09, 2024 Jan 09, 2024

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Hi @Ilya Shvabskiy

 

Hope you are doing well and thanks for reaching out.

 

Would you mind sharing more details about the issue you are experiencing?

 

What happens when you try to login, do you get any error message, if yes, please share the screenshot of the same for more clarity. A small video recording of the steps and the issue would be very helpful.

 

We are here for help, just need more information.

 

~Amal

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Explorer ,
Jan 10, 2024 Jan 10, 2024

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Hi Amal, 

 

Sometimes like before when i open adobe reader dc, i get signed out of my account and it asks me as a prompt to ssign in again with my email and password. This happens once a week or every two weeks time upon start up of my imac. I enter my credentials and sign in and it stays that way for a few weeks and than signs me out. I dont get any error message though but just the sign in prompt nessage and thats it. I can send a screenshot but as of now i am signed in and all is working. But i want to know if you have other steps for the issue. let me know. ty. 

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Explorer ,
Jan 10, 2024 Jan 10, 2024

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These are the steps you provided to me before for the issue but they did not help. 

 

Have you started experiencing this issue recently after the new update?

 

What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 23.08.2042X installed. Go to Help > Check for updates and reboot the computer once.

Also try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.


If it still doesn't work, please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer and reinstall the application using the direct link https://get.adobe.com/reader/enterprise/ and see if that helps.

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Explorer ,
Jan 10, 2024 Jan 10, 2024

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i can share the screenshot of the sign in message i get the next time it comes up if that will help. It just asks me to enter my email and password to login. any steps would be great. ty. 

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Explorer ,
Jan 10, 2024 Jan 10, 2024

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i attached the screenshot here as well showing that i am signed in now to adobe reader dc. otherwise when the issue occurs, it opens without me being signed in and have to sign in again. hope this helps. 

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Explorer ,
Jan 13, 2024 Jan 13, 2024

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Let me know if there are any other steps to fix the issue of byeing signed out of adobe reader dc. ty. 

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Explorer ,
Jan 18, 2024 Jan 18, 2024

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Hi there,

 

Let me know if there are any other steps to do for the signing out of adobe reader dc issue. ty. 

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Explorer ,
Jan 24, 2024 Jan 24, 2024

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let me know of any steps for the issue i am having once you have any info. 

 

ty. 

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Explorer ,
Mar 29, 2024 Mar 29, 2024

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Hi there,

 

I got a message today when updating adobe reader DC on mac. It was cannot find files and to check my connection. It was fine aling with my speeds too. Then later adobe reader dc updated to the most recent version. Was there any outage on the server? let me know. ty. 

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Adobe Employee ,
Apr 01, 2024 Apr 01, 2024

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Hi there

 

We are glad to hear that the application is updated and running fine.

 

Feel free to contact us for any assistance required in the future.

 

~Amal

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Explorer ,
Apr 01, 2024 Apr 01, 2024

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Hi Amal, 

 

yes it was updated on 3/29/2024 at the end of the day only but before it keep giving me a message that cannot connect to the internet and files could not be found or something but than it got updated and so far works fine. Will let you know if any other issues come up with adobe reader dc for my imac. Thanks for the reply and help again. 

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Explorer ,
Apr 03, 2024 Apr 03, 2024

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Hi AMAL, 

 

My adobe reaqder dc updated today as well. The update went through fine and all is updated again without any error messages. will keep you posted. ty. 

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Explorer ,
Apr 01, 2024 Apr 01, 2024

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Hi Amal, 

 

yes it was updated on 3/29/2024 at the end of the day only but before it keep giving me a message that cannot connect to the internet and files could not be found or something but than it got updated and so far works fine. Will let you know if any other issues come up with adobe reader dc for my imac. Thanks for the reply and help again.

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Explorer ,
Apr 03, 2024 Apr 03, 2024

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Hi AMAL, 

 

My adobe reader dc updated today as well. The update went through fine and all is updated again without any error messages. will keep you posted. ty. 

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Adobe Employee ,
Apr 03, 2024 Apr 03, 2024

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Hi there

 

That's great to hear! It's always a relief when updates go smoothly without any hiccups. Thanks for keeping me posted, and feel free to reach out if you encounter any issues.

 

~Amal

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Explorer ,
Apr 04, 2024 Apr 04, 2024

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Thanks again amal. i am glad as well that it updated well so far. all is good. will keep you posted for sure if any issues comes up. ty. 

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Explorer ,
Apr 04, 2024 Apr 04, 2024

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I will follow-up with you if anything comes up. Thanks. 

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Explorer ,
May 06, 2024 May 06, 2024

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Hi Amal, 

It seems like the update was not installed properly so i decided to use the cleaner tool you gave me here before and i ran it and then used the link you gave me as well before to reinsall after restarting my imac the adobe reader dc. The icon is normal now. See attached screenshot as well in case you want to see the updated adobe icon the way it shows now. I reinstalled the latest version and the icon is normal now. I will keep you posted if anything changes. ty. 

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Explorer ,
May 06, 2024 May 06, 2024

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Not sure what the issue was with icon before when it ha the circle with the crooss inside. ty. 

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Explorer ,
May 06, 2024 May 06, 2024

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Let me know if this is a normal known issue. ty. 

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Adobe Employee ,
May 07, 2024 May 07, 2024

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Hi there

 

Please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html, reboot the computer and reinstall the application using the direct link https://get.adobe.com/reader/enterprise/

 

Let us know how it goes

 

~Amal

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Explorer ,
May 07, 2024 May 07, 2024

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Hi Amal, I'm having the same problem as others in this other thread have noted and running the cleaner and reinstlling does NOT fix the issue. Please do anything you can to get this escalated.
https://community.adobe.com/t5/acrobat-reader-discussions/adobe-reader-has-stopped-working/td-p/1456...

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Explorer ,
May 08, 2024 May 08, 2024

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LATEST

This helps. ty. 

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Explorer ,
May 06, 2024 May 06, 2024

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Hi Amel,

 There is a small issue with the updating prompt for adobe reader DC on my imac again, the icon where it shows the message that adobe is already up to date was updated today but the icon has a circle with a cross in it for some reason right on the adobe icon. here is the screenshot Attached. let me know if this is a known issue and howe to fix it. my adobe is up to date though. ty. 

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