Acrobat 2020 on RDS started asking for password and won't open

[Joe27790416ymwz]

I have Adobe Acrobat 2020 volume license that was purchased on January 12, 2021. I installed this on a Microsoft Server 2016 with Remote Desktop Server. Now when all users on the RDS open Acrobat, it flashes open and then closes and a login screen comes up. I installed this with an install key and not by an Adobe login account. There is no option on the login screen to use a license key instead. I have tried to do a reinstall. I have had a repair go through. I rebooted the RDS. I have not done a full uninstall and reinstall yet because there are several users working at the moment. I don't see anything in my license about this being a two year license or anything other than perpetual. I purchased the volume license from Ingram. Does anyone have any ideas on this?

[kglad · Accepted solution]

open the support tab on your admin console > start chat or start case or request expert session.

https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

[Test Screen Name]

As I understand it, as well as the serial number, you need the user to sign in to attach it to their account. It is then a perpetual license for that person, and nobody else. But I may be wrong.

[Joe27790416ymwz]

Update: Thank you for your replies. I was able to get everyone logged out of the RDS and I uninstalled the Acrobat 2020 and the Adobe Reader and any other Adobe program and rebooted. I re-installed the 2020 using my volume license key and it seems to be working now. As far as logging in, the key is licensed under our administrative email account, so I can't have each individual user logging in as themselves on the Adobe on the RDS. I also can't have them logging in with my administrative Adobe login. For a volume license in a situation like this I don't see any viable way to license by login. So, the question remains, why all of the sudden did this install stop working and give an Adobe login as the only option? Regardless, it is working now for me.

[kglad]

that's good to hear.  for specifics on your situation, contacting adobe support via your console is your best bet.