Adobe CC Enterprise, the Acrobat Pro app is in trial mode

New Here ,
Mar 15, 2021 Mar 15, 2021

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Hi,

I have a user who has a problem with the Acrobat Pro app stuck in trial mode. The license is an Adobe CC Enterprise user license. All other apps work as they should.
I have tried to:
- Delete everything and used Adobe CC cleaner tool and searched and deleted everything that contains the name Adobe
- Created a new account on the same Mac, logged in as her and tested with the same results.
- Tried to log in via another device and then it works.
So, clearly the error is locally on the computer
I have also followed this:
https://helpx.adobe.com/uk/enterprise/kb/resolve-trial-and-license-expired-errors.html
I'm not an Enterprise Administrator but have been confirmed that everything looks okay.
Right now I do not have access to the computer as the user has to use it and we work at home due to pandemic.
I'm starting to run out of ideas and am thinking of offering to reinstall her entire Mac but she can not work without it.

Also wondering if something might be in Keychain or any of her cloud services such as iCloud, dropbox, Box, etc.

TOPICS
Acrobat, Enterprise, Identity and SSO, Licensing, Manage account, Troubleshooting

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Adobe Employee ,
Mar 18, 2021 Mar 18, 2021

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Hello!

 

Thank you for reaching out and sorry for the delay in response.

 

As the application shows as a trial when installing it from the Creative Cloud account, please use the cleaner tool (https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html) to remove the application and sign out of the Creative Cloud desktop application. Reboot the machine and reinstall Acrobat from this help page: https://helpx.adobe.com/download-install/kb/acrobat-downloads.html. Sign in to Acrobat and check if that works fine this time. 

 

Let us know how it goes.

 

Thanks,

Meenakshi 

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