Acrobat PRO Named licence not applying in Azure Virtual Desktop (AVD)

[LicencePerso]

We are facing an intermittent issue where licenced users are unable to acces PRO features of Acrobat.

We run 15 AVD servers in a host pool and use FSLogix for user profiles.  When the issue occurs and support receives a call, we disconnect the user from the server and reconnect to a new one.  All VMs are running Windows 11 Enterprise multi-session.

We initially tought if more than 1 licenced user was runing Acrobat on the same server was the culprit but after testing this is not the issue.

We also disabled all Adobe GPO we had configured. Those are based on available documentation for RDP deployment (likely outdated by now) and remove login nag for unlicenced user due to the unified installer.  This did not yield positive results.  Clean reinstalls were also performed with unchanged results.

Are there any leads we could investigate or known resolutions for this problem?

Thank you

[Anshul_Nautiyal · Accepted solution]

Hi @LicencePerso,

Thanks for reaching out, and apologies for the delay in responding. Based on your description, it seems that licensed users are unable to access Acrobat Pro features in AVD. Here’s what you should check and do:

The issue might occur because in multi-session AVD, Acrobat Pro relies on Named User Licensing and stores activation and entitlement under the user profile. If roaming identity/licensing isn’t enabled or the profile container doesn’t mount or persist properly, Acrobat may open in Reader mode.

FSLogix profile issues, such as small or corrupt VHDX files, mount failures, or exclusion misconfigurations, can prevent Adobe’s AppData Roaming content from loading, which breaks Pro entitlements on that session or host.

Here’s what you should check and do:

Verify Named-User License Assignment

Confirm each affected user has a valid Adobe Named-User license assigned in the Adobe Admin Console.

Ensure that users are logging in with the correct Adobe ID associated with that license.

Network Access

Validate that Adobe network endpoints are open from AVD hosts, as blocked endpoints can prevent the licensing handshake and unlocking of Pro features:
https://adobe.ly/42xVyPl

Check FSLogix container health on affected users: confirm container mounts, VHDX size, and read/write status, as issues here can correlate with lost Acrobat Pro activation in-session.
 More details can be found here:
https://adobe.ly/4nQzNT0

Additionally, on any affected machine, follow the steps in this document:
https://adobe.ly/3VwHKk9

Once done, try logging into Acrobat again. This will help determine whether the issue is caused by cached credentials or another factor.

Hope this helps. Please let us know if you need further assistance. 

Regards,

^AN