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A
Anonymous
September 19, 2017
Answered

Acrobat DC 2017 "Sign in required"

  • September 19, 2017
  • 4 replies
  • 43989 views

I have been trying hard to make the Acrobat 2015/2017 installations work for us, but I am still having trouble. The 2015/2017 installers and serials work fine for manual installation . The problem is after the software is installed the user is forcibly prompted to logon. I have already done the following and failed each time:

1. Using the “adobe_prtk.exe” tool with the following command:

adobe_prtk.exe --tool=Serialize --leid=V7{}AcrobatESR-12-Win-GM --serial=xxxx-xxxx-xxxx-xxxx-xxxx-xxxx --regsuppress=ss

The above produces the following:

Return Code = 25 or 14 instead of 0

2. Run Adobe Acrobat DC Customization wizard, add serial number and “Grant Offline Exception & Disable Registration”

This produces the error “Offline exception grant process failed”

Here is what is shown in the bottom of the log file:

09/18/17 11:54:15:233 | [INFO] |  |  |  | OOBELib |  |  | 4988 | SN not validated in this session

09/18/17 11:54:15:233 | [INFO] |  |  |  | OOBELib |  |  | 4988 | No SN to be remembered

09/18/17 11:54:15:233 | [INFO] |  |  |  | OOBELib |  |  | 4988 | User hasn't registered

09/18/17 11:54:15:233 | [INFO] |  |  |  | OOBELib |  |  | 4988 | OOBELibImpl::CommitPCD ENDED

09/18/17 11:54:15:233 | [INFO] |  |  |  | SLCoreService |  |  | 4988 | Shutting down SLCore 2.0 Release (build 2.0.1.360321).

09/18/17 11:54:15:245 | [INFO] |  |  |  | SLCoreService |  |  | 4988 | Service destruction took 12.0 ms and succeed.

09/18/17 11:54:15:245 | [INFO] |  |  |  | OOBELib |  |  | 4988 | Closing AdobeIALClient 1.0 Release (build 1.0.6.3) session.

I have called adobe multiple times and waited for hours. nobody ever answers the phone. I need this issue resolved ASAP.

This topic has been closed for replies.
Correct answer RGour

Hi,

I am sorry but you can't skip registration part if you don't have a volume serial key. Users are required to register in your case.

Regards

Ravi

4 replies

D
dsp54330503
Participant
May 25, 2018

I think there's a difference here between activation and licensing.

As far as I'm concerned, an activation is a one time thing where you activate the license.

Once it is activated, you should not have to login anymore.

What you are saying is that you have to stay logged in to keep the software activated.

There is a big difference.  I don't want my users or me to be logged in to a software site constantly when it is not necessary.  If I have an Adobe Pro 2017 license, I paid hundreds of dollars for it, and I expect to be able to use it without being constantly logged in to who knows what.

This is not a web based application.  It is a local installation, therefore, there should be a local license and activation and that is it.

Nomenclature is the problem.

What most of us know as 'activation' is a one time thing, but what we are getting is a 'subscription'.

This is deceptive at best.

    EnterpriseHelp
    EnterpriseHelp
    Inspiring
    May 26, 2018

    Hi Dulcey,

    I don't see any place in this thread where "activation" vs "licensing" is brought up. You seem to have the concepts correct, and that's the way Adobe uses that terminology. There's more than one Acrobat product, two tracks, two licensing methodologies, and at least 4 licensing programs I know of. Moreover, subscription services are optional, but often used. People don't typically get a subscription unless that's what they want (or bought by mistake).

    Whether or not a user is required to sign in depends on what was deployed, how it was deployed, and whether online services was purchased. The latter case works like Office 365 and Gmail: if you don't sign in the server doesn't know who you are and you can't use the product.

    Given all that, do you have a question?

    D
    DerekPA
    Participating Frequently
    May 29, 2018

    I was able to get this resolved using the AdobeAcroCleaner tool.  I completely uninstalled Acrobat 2017 and made sure the software was not being pushed to the machine in question, ran the cleaner tool, rebooted, then reinstalled 2017 via SCCM and all is working.

    Thanks for all of your help on this issue!

    -Derek

      T
      tims39571838
      Participant
      May 1, 2018

      I have an Adobe Enterprise license and my users are STILL forcibly prompted to sign in at every launch.

      What can be done to stop this insane behavior?

      EnterpriseHelp
      EnterpriseHelp
      Inspiring
      May 2, 2018

      Tim,

      Either your license type requires sign in and you haven't done that, or you need to activate on behalf of all users with a serial, or you haven't disabled services and you need to.

      You haven't provided enough product/deployment details to provide good advice, but my guess is you should disable service access and deploy via one of the supported methods. See Troubleshooting and Support — Enterprise Administration Guide

      If the solution is not apparent, post back the following:

      • product name
      • product track
      • license type/program
      • deployment method
      • whether or not you expect users to have access to online services.
      D
      DerekPA
      Participating Frequently
      May 10, 2018

      Hi there, I am having a similar problem.  I just deployed Acrobat 2017 via sccm to 9 Win 10 users and only 1 of the 9 is having the problem.  I built the installation using the Acrobat Customization Wizard to create .mst file.  When Acrobat 2017 is opened, the main screen flashes, then the Adobe Acrobat Sign In Required screen comes up for this one user(or anyone who logs onto the pc).  I signed in with my adobe id, I was able to use the program and I activated the software again, but as soon as I sign out, the software prompts for a sign in again.  The machine just had Adobe Acrobat DC uninstalled prior to installing 2017.  Hopefully I have provided enough info for help with the issue. 

      • product name - Adobe Acrobat 2017
      • product track - Not sure
      • license type/program - Not sure
      • deployment method - Acrobat Customization Wizard/SCCM
      • whether or not you expect users to have access to online services - Not sure

      Thanks,

      Derek

      C
      charleyhankins3
      Known Participant
      November 22, 2017

      Adobe Creative Suite 6 applications unexpectedly revert to trial mode

      ^ This worked for me.

      A
      Anonymous
      September 19, 2017

      I just found out that we do not have a volume key. We purchased 50+ installations that happen to all have the same assigned user "IT Staff" and they all share the exact same serial number. I do not understand why we were not given unique serial numbers for each install. We do not want any user to sign in. Is there any way to remove the "sign in" prompt WITHOUT a volume key?

      RGour
      RGourCorrect answer
      Participating Frequently
      November 7, 2017

      Hi,

      I am sorry but you can't skip registration part if you don't have a volume serial key. Users are required to register in your case.

      Regards

      Ravi

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