Cannot access the Acrobat: Sign-in issues

Community Beginner ,
Dec 07, 2020 Dec 07, 2020

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When I open the Acrobat app on my phone, I am unable to sign in as the Continue button does not work. I have no trouble signing in on a browser online.

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General troubleshooting

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New Here ,
Feb 18, 2021 Feb 18, 2021

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I am having the same issue, but with Acrobat DC on a Mac.  Grey circle and slash appears over the sign in window.  Have tried full uninstall and clean reinstall.  Able to sign in via web or on mobile, but not through the DC app which used to work - as above, cannot use "continue" button.

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Adobe Employee ,
Feb 19, 2021 Feb 19, 2021

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Hi Timothy,

 

Thank you for reaching out and sorry for the trouble.

 

We did check your account and see that you are subscribed to the Acrobat PDF pack service.

As you are not able to sign-in to the application, please let us know what happens. If you receive any error messages, please share.

It would be helpful if you can share the screenshot or a small video of the issue occurring at your end.

Share the OS version on the machine.

 

Thanks,

Meenakshi

 

 

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New Here ,
Feb 19, 2021 Feb 19, 2021

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Mac OS 10.11.6

Acrobat Reader DC

Architecture: x86_64
Build: 19.10.20099.322322
AGM: 4.30.85
CoolType: 5.14.5
JP2K: 1.2.2.42832

 

first shot the sign in screen, second the sign in screen with the mouse pointer hovered

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New Here ,
Feb 19, 2021 Feb 19, 2021

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it does not seem the picture of the mouse cursor/pointer is visible - there is a grey, slashed circle - it is not possible to enter data on page or "continue"

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Adobe Employee ,
Feb 27, 2021 Feb 27, 2021

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Hey!

 

Sorry for the delay in response.

 

If you are still experiencing the issue, please try uninstalling the application using the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html#macintosh) and reboot the machine. Then try to install it from here: https://get.adobe.com/reader/enterprise/ 

 

Let us know how it goes.

 

Thanks,

Meenakshi 

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