Inspiring

Answered

Acrobat DC Standard licensed, yet asking to purchase license when using Adobe Sign feature

Forum|Forum|6 years ago
December 20, 2019
4 replies
7587 views

One of my users has an issue on Adobe Acrobat Standard DC. Version 2019.010.20099

on Windows 10 Enterprise

Client can open files and perform actions, but when he tries to use the Adobe Sign feature he can enter receipients, then after clicking "show where to sign" there is a button that says upgrade, after clicking the button he receives a button on popup in Edge that shows plans to purchase a license. We have him licensed already.

I have tried uninstalling and reinstalling the software with no success.

Let me know what is recommended.

This topic has been closed for replies.

Correct answer Chosen_IT

Issue Resolution: Within Adobe Admin Console, Products -> Document Cloud -> Acrobat Pro DC -> Settings -> Adobe Sign check to see if it is enabled.

Thanks guys

C

Chosen_ITAuthorCorrect answer

Inspiring

Issue Resolution: Within Adobe Admin Console, Products -> Document Cloud -> Acrobat Pro DC -> Settings -> Adobe Sign check to see if it is enabled.

Thanks guys

ls_rbls

Community Expert

Good eye in catching that! Don't forget to mark your answer as correct so that other users with the same issue can find this solution quicker when they search the forums.

With your last reply I

clearly understand now what happened.

You have standard version of Acrobat Pro DC.

In the standard version Adobe Sign is dependent on certain browser requirement settings, plus it is cloud-based collaboration tool.

The Adobe Sign tool is supported in both Acrobat Pro and Standard versions.

But since the Adobe Acrobat Standard version is aimed for a offline desktop version of the product it has to be enabled to be able to use the document cloud services (am I correct? can someone let me know if this is accurate?)

In the Acrobat Pro and Document Cloud subscription plans is already enabled and available.

C

Chosen_ITAuthor

Inspiring

Still have not gotten a hold of anyone, what is recommended?

ls_rbls

Community Expert

Hi,

have you also tried any of the recommendations offered by Amal?

C

Chosen_ITAuthor

Inspiring

Yes, in the reply below I tried the steps he recommended. The software was repaired, updated and repaired again to no avail.

Amal.

Community Manager

Hi there

++ Adding to the discussion

We see that you are using an old version 19.10.20099. A new version of Adobe Acrobat / Reader DC is now available version 19.21.20061. Please update the application to the new version Go to Help > Check for Updates.

You may also download the patch manually from the link here (https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html) and make the Adobe Acrobat standard as the default PDF viewer. See if that works.

If it still doesn't work please try to repair installation. Go to Help > Repair Installation. Also, try to reset the preferences to default as described in the link here (https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792082)

Let us know how it goes

Regards

Amal

C

Chosen_ITAuthor

Inspiring

I have two users now with this issue. One user is getting adamant now and i need assistance.

1) I have updated to latest version

2) I have ran two repairs.

3) I set as default and reset preferences

4) user signed out signed back in

5) software uninstalled and reinstalled.

1) Should I try to run the adobe limited access repair tool?

2) Also is there a registry fix someone someone can recommend?

This matter is picking up and in need of urgent assistance so if Adobe support can contact me directly that would be great as the matter is picking up in urgency. Both users are asked to upgrade then when it’s clicked taken to edge for subscription plans when using the email signature feature.

ls_rbls

Community Expert

Hi,

go here now:

https://helpx.adobe.com/contact.html

invoke the virtual assistant amd it will get you to a rep

ls_rbls

Community Expert

Hi,

Is MS Edge the default PDF owner or Adobe Acrobat?

Is this happening with every PDF document he try to open in just that computer or does this happens with just one PDF document?

Also, is there any other creative cloud products installed in that machine? Was a trial version of Acrobat Pro DC installed in that PC before?

Was the Adobe Acrobat registered with the correct AdobeID during installation?

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