Acrobat CC expired message

[jameso32010578]

We are an education enterprise account and I've assigned a user a Creative Cloud All Apps license. When we launch the Adobe CC Desktop app we see all the apps listed and they all have the option of launching the web version or installing. So we install Acrobat Pro. When the install completes, we launch the program and it's telling the Adobe Acrobat license has expired and that we can still use the application for 4 more days. The license is assigned to this user's email address and it shows all of the apps under all apps when she's signed in to the CC Desktop app. It does say on the bottom of the expired pop up...

You're currently signed in with your email ID xxxx@xxxx.com . You can also sign out and use an Adobe ID that already has a paid subscription. Now the license is assigned to the user's Federated ID. I don't have the option for an Adobe ID when assigning the license. But again, it shows all of the apps available to use and install when she's logged in. Just getting an expired error on Acrobat when launched. 

What are we doing wrong here? 

Adobe Acrobat Pro v 2024.005.20414 64-bit 

[creative explorer]

@jameso32010578 when I log in to adobe.com, we as the instructors and students we don't log into adobe.com with our email address.... if you are using an education account, when you to the adobe.com, you need to enter @schoolsdomain.com

Then it should take you to the school's learning portal, and there you can enter the user's email address and password, and enter the 2FA authentication if the school uses one. This is how two of the schools have set that up. And that's how the IT team has also instructed us to use.

[jameso32010578]

That is correct. We have single sign on through our portal as well, but the CC license is still assigned to the user's email address in the Admin Console. They can also access the apps through the Creative Cloud Desktop App. No matter what they try when they launched Acrobat Pro it gives them an expired message even though the user has an all apps license for CC which includes Acrobat Pro. Two Adobe consultants have already looked at the issue and escalated the case as they also have no idea why it's doing it. 

[Anshul_Nautiyal · Accepted solution]

Hi @jameso32010578,

Thank you for reaching out, and apologies for the delayed response. As you mentioned, the end user has a Creative Cloud All Apps license assigned via Federated ID and can access other apps, but Acrobat Pro is displaying an expiration message. Please try the following steps to resolve the issue:

1. Sign-in Verification

   • Ensure the user is signing in with the correct Federated ID (institutional email) and not a personal Adobe ID.
   • Have them sign out of the Creative Cloud Desktop app, restart the computer, and sign back in.

2. Clear Adobe Credentials

   • Open the Credential Manager on the user's computer and remove any Adobe-related credentials to clear cached authentication data.

3. Delete Licensing Cache

   • Navigate to C:/Program Files (x86)/Common Files/Adobe and delete the contents of the SLCache folder.
   • Go to C:/ProgramData (hidden folder)/Adobe and remove the contents of the SLStore folder.

4. Further Troubleshooting

   • Follow the steps outlined in this article to address any licensing issues: Adobe License Issues.
   • Since the error indicates an expired license, refer to this guide for resolving trial or license expiration messages: Resolve License Expired Errors.

5. Network Configuration

   • If the user is on a school network, ensure that the required Adobe endpoints are whitelisted: Adobe Network Endpoints.

6. Reinstallation Using the Adobe Cleaner Tool

   • If the issue persists, uninstall all Adobe applications using the Adobe CC Cleaner Tool, restart the computer, and reinstall the Creative Cloud Desktop app: CC Cleaner Tool for Enterprise Users.

Hope this helps. Let me know if need further assistance.

Regards,
^AN

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

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