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Acrobat Licensing Application window is blank

Community Beginner ,
Aug 25, 2020

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I have a problem with activation and signin into Acrobat: the Acrobat Licensing Application window is blank.

 

I am on a new Mac with macOS 10.15.6 using Acrobat 2020 Pro Student&Teacher. I have just migrated all data and applications including Acrobat from an old Mac. It worked fine on the old Mac. Now with the new Mac, I have problems.

 

Initially, I tried it with my normal user account (with admin rights). I guess because it's on new hardware Acrobat wants to activate the license again, but I didn't get beyond the empty Acrobat Licensing Application window.

 

I have tried various things like starting Acrobat with sudo or setting permissions on the folder ~/Library/Application\ Support/Adobe/OOBE to 0777. Nothing helped. I have uninstalled twice and installed again. Once even moving the complete Adobe folder in Application Support away. No change.

 

Eventuelly, I logged in another admin account (not root) which never used Acrobat before and there at least I was able to do the activation. Now, at least, I can use Acrobat even with my normal account.

 

However, I am still not able to sign in. When I click "Sign In" in Acrobat it opens the Acrobat Licensing Application Sign In page, where I click the "Sign In" button. But then I end up again with the empty window. All I can do is quit the application which gives me a warning, if I am sure. So something is still broken...

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General troubleshooting, Install update and subscribe to Acrobat

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Acrobat Licensing Application window is blank

Community Beginner ,
Aug 25, 2020

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I have a problem with activation and signin into Acrobat: the Acrobat Licensing Application window is blank.

 

I am on a new Mac with macOS 10.15.6 using Acrobat 2020 Pro Student&Teacher. I have just migrated all data and applications including Acrobat from an old Mac. It worked fine on the old Mac. Now with the new Mac, I have problems.

 

Initially, I tried it with my normal user account (with admin rights). I guess because it's on new hardware Acrobat wants to activate the license again, but I didn't get beyond the empty Acrobat Licensing Application window.

 

I have tried various things like starting Acrobat with sudo or setting permissions on the folder ~/Library/Application\ Support/Adobe/OOBE to 0777. Nothing helped. I have uninstalled twice and installed again. Once even moving the complete Adobe folder in Application Support away. No change.

 

Eventuelly, I logged in another admin account (not root) which never used Acrobat before and there at least I was able to do the activation. Now, at least, I can use Acrobat even with my normal account.

 

However, I am still not able to sign in. When I click "Sign In" in Acrobat it opens the Acrobat Licensing Application Sign In page, where I click the "Sign In" button. But then I end up again with the empty window. All I can do is quit the application which gives me a warning, if I am sure. So something is still broken...

TOPICS
General troubleshooting, Install update and subscribe to Acrobat

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420

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Aug 25, 2020 0
Community Beginner ,
Sep 06, 2020

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Has anyone an idea? It can't be so hard to use the software I have paid for.

I tried to find other support options but that's a laugh: the support website of adobe just circle me around:

First I am on the contact customer care page: https://helpx.adobe.com/de/contact.html

Then I want to check my contact options and get here: https://helpx.adobe.com/de/contact/what-contact-options.html

For Acrobat there is a link to follow for telephone and chat support which takes me back here: https://helpx.adobe.com/de/contact.html

Even with a google search for support chat on site:adobe.com I get nothing useful. That "chat", does that even exists?? Phone numbers are nowhere either.

So basically, Adobe does not want to support me and getting their product properly running. At least, that's what it looks like to me at the moment...

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Sep 06, 2020 0
Most Valuable Participant ,
Sep 06, 2020

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Click the chat icon at the bottom right ("Kontakt") and then enter "agent".

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Sep 06, 2020 0
Community Beginner ,
Sep 06, 2020

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On what page? I don't see any chat icon on any page.

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Sep 06, 2020 0
Most Valuable Participant ,
Sep 06, 2020

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Sep 06, 2020 0
Community Beginner ,
Sep 06, 2020

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Screenshot 2020-09-06 at 14.39.26.pngI don't see that symbol. Tried Firefox and Safari. Even tried a mobile browser. Nothing...

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Sep 06, 2020 0
Most Valuable Participant ,
Sep 06, 2020

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Don't know what to tell you... I use Firefox and it's there for me.

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Sep 06, 2020 0
Community Beginner ,
Sep 06, 2020

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Haha. That's a joke: it's the cookies settings. You habe to enable the "Extend functionality" cookies. If I enable that in my cookies settings on the adobe website, the symbol appears.

 

"These cookies are used to enhance the functionality of Adobe sites such as remembering your settings and preferences to deliver a personalized experience; for example, your username, your repeated visits, preferred language, your country, or any other saved preference."

 

I  guess they forgot to mention that you cannot contact adobe support/chat without them...

 

Not that they could show the symbol anyway and then simply tell the user in the popup that the chat isn't working with those cookies...

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Sep 06, 2020 0
Adobe Employee ,
Sep 07, 2020

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Hi there,

 

Sorry for the trouble caused.

 

Are you still experiencing issues with Acrobat activation?

If yes, please try removing the Acrobat using the cleaner tool (https://labs.adobe.com/downloads/acrobatcleaner.html) and reboot the Mac.

Then reinstall the application from this link: https://helpx.adobe.com/download-install/kb/acrobat-downloads.html and try to sign in. Check if that helps.

 

Let us know if you need any help or if the issue is already resolved.

 

Thanks,

Meenakshi

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Sep 07, 2020 0
Community Beginner ,
Sep 07, 2020

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I already did that twice. It doesn't help. With my normal account (which has admin rights) I cannot activate Acrobat. I can only activate Acrobat with another admin user account which I have created out of dispair. If I activate Acrobat with that other account I can use Acrobat with my normal account, however, I still can not sign in.

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Sep 07, 2020 0
Adobe Employee ,
Sep 23, 2020

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Hey!

 

Sorry for the delay in response.

 

Could you please share the screenshot of the window appears when you try to launch the Acrobat?

Would you mind trying the steps as suggested in the following community thread: https://community.adobe.com/t5/acrobat/error-sorry-something-went-wrong-please-try-launching-acrobat...?

 

Let us know if that helps.

 

Thanks,

Meenakshi

 

 

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Sep 23, 2020 0
Community Beginner ,
Sep 23, 2020

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When I start Acrobat Pro 2020 Student&Teacher version and click on Sign In I first see this window:

 

Screenshot 2020-09-23 at 16.12.30.png

then I press the "Sign In" button and get this empty window:

Screenshot 2020-09-23 at 16.05.51.png

I moved away the file com.adobe.acrobat.pro.2020.plist similar to the one suggested in that other thread. I cannot download the linked file, though, as the download button doesn't do anything. With the file moved away there is no difference.

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Sep 23, 2020 2
New Here ,
Nov 12, 2020

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After quite a bit of time with Adobe support, I found out that I was having this problem because of a firewall problem. I tried many of the fixes mentioned here before identifying this. When I changed wifi network to one outside of the firewall, the login page loaded and I was able to authenticate Adobe Acrobat.

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Nov 12, 2020 0
New Here ,
Nov 17, 2020

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wait how do you do this... I'm having the same problem as you and have been following your conversations with adobe ... how do you change the wifi network on an iMac?

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Nov 17, 2020 0