On Mac: Adobe does not recognize that we have a paid subscription and opens the reader

New Here ,
Apr 20, 2021 Apr 20, 2021

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Hello,

 

we are facing always the same issue when trying to run the Acrobat Reader DC:

 

We have a montly subcription for Adobe Acrobat Reader DC. But when opening a pdf, it is opened with the reader and tells me I have to subscribe to Acrobat Reader DC in order use the extra features. Then it guides me to the subscription only until I click on any of the options, it will tell me "you already have a subcription". Well, then I am stuck as the reader does not realize that and thus I cannot use any Pro features.

 

By chance we manage to open it "in the right way" after a while wasting 10-20min. We see no clear logic how to get the Pro version running.

 

Whats the issue here?

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General troubleshooting

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Adobe Employee ,
Apr 20, 2021 Apr 20, 2021

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Hi there

 

Hope you are doing well and sorry for the trouble. As described you the PDF opens with Reader and tell you to subscribe to Acrobat DC in order to use extra features.

 

I have checked the account details with the email you are using on this community and found that you have a subscription to Acrobat Pro DC.

Please logout of the Acrobat Reader application and reboot the computer once and download Acrobat Pro DC from the link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html and login with the same Adobe ID and password and check if that helps.

 

Regards

Amal

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Adobe Employee ,
Apr 20, 2021 Apr 20, 2021

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Furthermore, despite what some may tell you, you really should not have both Acrobat Reader and Acrobat Pro installed in parallel on a single system. Acrobat Pro is a superset of Acrobat Reader. There is nothing to be accomplished by having both on a system.

 

Uninstall Reader and download and install Acrobat Pro.

 

- Dov Isaacs, Principal Scientist, Adobe

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