Adobe Acrobat Pro 11.0.x shut-down itself

[Guest]

Adobe Acrobat Pro XI (11.0.x) is shutting down 15 seconds after launch from Windows 7 Desktop in Enterprise Environment.  We started seeing the issue on a Tuesday of this week.  The day before, there were no issues or explanation for root cause.  The symptom is that Adobe Acrobat Pro XI can only stay up and running for 10 - 15 seconds; behind the scenes, it appears that the Enterprise license check fails and the results in Acrobat Pro XI aborting and closing with no message or error prompts.

1. This is occurring with 2% of the Adobe Acrobat Pro installation base at this time.
2. Confirmed that the issue is not related to Adobe Acrobat Pro XI Patch Level
3. The problem was recreated with Acrobat Pro XI base version 11.0.0, version 11.0.13 and the latest version, 11.0.16.
4. There are abnormal Adobe Acrobat Pro license activation activities:
   1. We have a volume license; the activation should not happen.  this is a primary investigation focus.
      1. We received the license and serial code in 2014.
      2. Adobe Acrobat Pro XI is running in our environment since 2015.
   2. From observation is looks as though license activation cannot recognize the license key.

[Rave]

Hi Jack,

Can you please use the Log Collector tool from: Adobe Creative Cloud Log Collector Tool  and send us the log files along with the serial number you are using at trkumar@adobe.com so that we can investigate further.

Regards,
Rave

[KendallCenter]

We are experiencing the same symptoms Adobe Pro XI closes after 15-20 seconds? This was first reported 6/28/2016 to me.
Is there a license server that the application looks for when launched?

[franks7137847]

We are experiencing the same issue. This started on 6/28 for us as well. My machine was fine yesterday but today it is happening to me. To check to see if everyone is having the same issue follow these steps.

     1. Open up task manager and watch the processes (in Win 10 click on the Details tab) and sort by name.

     2. Launch Acrobat

     3. Watch for a process called adobe_licuitl.exe. It will only be there for a second or two. Right after it shows up and disappears Acrobat should close.

We believe this is a licensing issue. If people could confirm that the same is happening to them maybe it will help them resolve the issue.

[Rave · Accepted solution]

Please follow the steps in the KB: https://helpx.adobe.com/acrobat/kb/AcrobatXIcrash.html

Regards,
Rave

[franks7137847]

Thank you for this hotfix but there are some things that need to be cleared up. Is the issue resolved for future installs or will we have to run this for fresh images as well? What about the machines that are not experiencing this at the moment? Do we run this now or wait and see if it happens?

[Rave]

Hi Frank,

We determined a problem at the server end that has been fixed.

So future installs will not be affected by this.

If the existing instalations are working fine then there's no need to try the fix.

The fix is only for those machines on which you are experiencing the issue as the commands will refresh the licensing module.

Regards,
Rave

[DWMedsker]

Thank you Rave,

Is there a way to do this fix automatically, or push it out over a domain?  we have quite a few computers this has affected.

Thank you,

David

[Guest]

Hello Rave

Can you provide more information about the root cause?  Why did the Server act specifically the way it did?

We are using Volume Licensing.  can we disable all License Validation related processes?  If you have any Technical details or white papers, can you point them out to us?

Thank you Jack

[Rave]

Hi Jack,

We are working on the RCA and will provide an update soon.

Regards,
Rave

[Guest]

Hello Rave

Is there an ETA on the RCA?  We want to know what we can do to prevent this the next time around.

Thanks Jack

[Guest]

Hello Rave

Is there any update on getting us the RCA?

Thanks Jack

[KendallCenter]

Ravi -

I am having to re-enter the SN every time my master image updates in Citrix? Is there an issue with the fix and Citrix? I did not have this issue prior to the fix.

Regards,

[Rave]

Hi Brian,

Could you please follow the imaging process once again on Citrix. Please deploy the image with steps mentioned in KB: https://helpx.adobe.com/acrobat/kb/AcrobatXIcrash.html

For Acrobat Pro 11 users:

• adobe_prtk --tool=UnSerialize --leid="V6{}AcrobatPro-AS2-Win-GM" --deactivate
• adobe_prtk --tool=VolumeSerialize --generate --serial=<serialnum> --leid="V6{}AcrobatPro-AS2-Win-GM" --regsuppress=ss --eulasuppress
• adobe_prtk --tool=VolumeSerialize --provfile= --stream

  style="margin-right:75.0pt;background:white"

• adobe_prtk --tool=VolumeSerialize --generate --serial=<serialnum> --leid="V6{}AcrobatStd-AS2-Win-GM" --regsuppress=ss --eulasuppress
• adobe_prtk --tool=VolumeSerialize --provfile= --stream

Regards,

Rave

[Guest]

Hello Rave

Is there an ETA on the RCA?  It has been several weeks since you stated there was going to be a response from Adobe.  I'm sure everyone on this thread would look to know the results on the root cause analysis of why this happened, so we can take the appropriate steps in preparation for when this might happen again.

Thanks Jack

[KendallCenter]

the fix provided worked for me; however I didnt need to re-enter my SN. Running Citrix XenApp 7.6.