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

[Chosen_IT]

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.  

[ls_rbls]

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?

[Amal.]

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/4792...)

Let us know how it goes

Regards

Amal

[Chosen_IT]

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]

Hi,

go here now:

https://helpx.adobe.com/contact.html 

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

[Chosen_IT]

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

[ls_rbls]

Hi, 

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

[Chosen_IT]

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

[ls_rbls]

Hi, 

Check these two Adobe help threads:

https://helpx.adobe.com/acrobat/kb/troubleshoot-activation.html

https://helpx.adobe.com/download-install/kb/adobe-sign-in-loop.html

If the solution above doesn't relate to your issue or if it still not releveant, you can goto to your windows 10 settings and do the following:

• On the right lower corner of your Windows 10 task bar, click on the notifications icon
• Select "All Settings"
• In Settings see in Apps & Feature for "App execution aliases" - and verify if the Adobe Acrobat exe program is listed there but handled by another windows background app or program; I've seen this problem before were MS Edge is basically interacting with the Microsoft Store everytime you open a specific program that was recently installed on Windows 10.
• If that is the case you can follow the following guidance from Micrososft support to disable the Microsoft Sore from opening all the time https://answers.microsoft.com/en-us/windows/forum/all/windows-store-auto-opening/7af2475f-07df-4923-...
• Also See resetting defaults programs here : https://answers.microsoft.com/en-us/windows/forum/windows_10-files/how-to-undo-always-open-with-opti...
• Alternatively, using your registry editor goto this path: Computer\HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\FileExts\.pdf\OpenWithList and remove/delete that value from the key shown in the slide below :

• Repeat same procedure above for any other file extensions (like MS Excel)  that you don't wish to be associated with the opening of PDF files except to just open with Acrobat Reader or Acrobat Pro

• Last see also unblocking file and taking ownership here: https://windowsreport.com/open-file-security-warning/

[Chosen_IT]

Sorry for not clarifying this part, I updated the post now to reflect but when he tries to use the Adobe Sign feature he can enter receipients, then clicking "show where to sign" the screen continues with a button that says upgrade, and after clicking the button he receives a button on popup in Edge that shows plans to purchase a license. One user is on the professional version another user is on standard.

Will look into your post as well right now.

[ls_rbls]

Ok, I will remain online if you need me.

[ls_rbls]

I found this additional link: https://community.adobe.com/t5/acrobat/acrobat-xi-pro-repeatedly-asking-to-license-despite-registeri...

And see if applies to your case.

[Chosen_IT · Accepted solution]

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]

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. 

[Amal.]

Hi there

We are glad to hear that the issue got resolved.

Thank you for sharing your observation, it will certainly help other users facing similar situation.

Regards

Amal