One of our users keeps getting kicked out of his Adobe account when opening PDFs from email

New Here ,
Jan 25, 2021 Jan 25, 2021

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One of our employees reported that he keeps getting kicked out of his Adobe account when he tries to open PDFs from email (Outlook). I've already tried all of the fixes in these threads:

https://community.adobe.com/t5/acrobat/acrobat-keeps-asking-to-sign-in/td-p/11525698?page=1

 

https://community.adobe.com/t5/acrobat/adobe-acrobat-dc-keep-asking-to-sign-in-again-and-again/td-p/...

 

https://community.adobe.com/t5/acrobat/adobe-acrobat-dc-won-t-open-and-keeps-asking-me-to-log-in/td-...

 

but nothing seems to resolve this for him. If you open a PDF from the desktop he seems to stay logged-in, but 99% of the time he's opening PDFs from the Outlook desktop app. Any idea what's causing this and how to fix it? We've already checked to make sure he has the latest versions of Acrobat Pro and Creative Cloud, and he has new installs of the programs as of last week. 

 

He also mentioned that a lot of times his Acrobat Pro settings are reset where he loses the signature that he has saved in the program and the zoom switches to 300% automatically. Not sure if that gives any insight.

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correct answers 1 Correct Answer

Adobe Employee , Jan 27, 2021 Jan 27, 2021
Hi Hamann, Thank you for sharing the detailed description. Would you mind checking a few things on your colleauge's system? 1- Is Acrobat DC set to default PDF viewer? If not, please make it default PDF viewer to open .pdf files. https://helpx.adobe.com/acrobat/kb/not-default-pdf-owner-windows10.html  2- If this is an Enterprise setup, then please get it checked with the IT team once. 3- Get all the required updates installed for MS Office. 4- Additional:  Completely remove office and reinstall...

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Adobe Employee ,
Jan 27, 2021 Jan 27, 2021

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Hi Hamann,

Thank you for sharing the detailed description.

Would you mind checking a few things on your colleauge's system?

1- Is Acrobat DC set to default PDF viewer? If not, please make it default PDF viewer to open .pdf files.

https://helpx.adobe.com/acrobat/kb/not-default-pdf-owner-windows10.html 

2- If this is an Enterprise setup, then please get it checked with the IT team once.

3- Get all the required updates installed for MS Office.

4- Additional:  Completely remove office and reinstall it. (do consult with your IT first)

 

Thanks,

Akanchha 

 

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New Here ,
Feb 02, 2021 Feb 02, 2021

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Thanks for replying Akanchha!

I tried that and it seemed to work. So far I haven't heard any reports of this happening again.

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New Here ,
Feb 03, 2021 Feb 03, 2021

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So I had previously marked this a resolved, but I just got word from the employee that it started happening again. So the fix only lasted a couple of days. Is there a way to log a bug? Because I've already uninstalled and re-installed not only Acrobat Pro and the Creative Cloud program, but Office as well (including all of the other fixes listed in the articles that I linked in my original message).

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