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Cannot Open Acrobat After Unserialize

New Here ,
Nov 25, 2019 Nov 25, 2019

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I am working to Unserialize Adobe Acrobat Pro DC on our Mac computers. I am able to successfully run the deserialize command:

 

./adobe_prtk --tool=UnSerialize --leid=V7{}AcrobatETLA-12-Mac-GM --deactivate --force

 

with a success code of zero but when I go to open Adobe, instead of the sign in window like I get for running the same command in Windows, I am greeted with the following window:

 

Sorry, something went wrong

More information

Please try launching Acrobat first or contact your administrator. Learn more.

 

I cannot no longer open Acrobat or any other Adobe product installed. When I run the AdobeExpiryCheck command it shows that:

 

No expiring/expired serial number found on the system ...

 

It seems the command worked too well. I would like to continue to use the installed version on our Macs just like the same command lets us for Windows but I am not prompted for sign in. Is there anything I am missing from the unserialize process?

TOPICS
Acrobat , Deploy and package apps , Enterprise , Licensing , Troubleshooting

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correct answers 2 Correct answers

Adobe Employee , Nov 27, 2019 Nov 27, 2019

Hello,

I sent you a message, please check if that helps.

 

Thanks,

Nikhil Gupta

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Adobe Employee , Dec 02, 2020 Dec 02, 2020

Hello Adam,

Below steps you may try:

Go to /Library/Preferences/ (System library preferences)

Place the Plist file in Preferences folder.

Reboot the MAC machine.

Launch Acrobat

Plist file: Plist 

Thanks,

Nikhil Gupta

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Adobe Employee ,
Nov 26, 2019 Nov 26, 2019

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Hi there,

Did you install Adobe Acrobat with any plist? If yes, you can try deleting the pllist file and check if that helps.
Location: system /Library/Preferences
plist name: com.adobe.Acrobat.Pro.plist

Another solution is to create a blank package of Creative cloud desktop client and try installing on the machine and login and check if that helps.
https://helpx.adobe.com/enterprise/using/create-nul-packages.html

 

Thanks,
Nikhil Gupta

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Community Beginner ,
Nov 26, 2019 Nov 26, 2019

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I only have the following plist files in the Preferences folder. I would like to avoid having to reinstall anything. 

 

Screen Shot 2019-11-26 at 11.13.02 AM.png

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New Here ,
Nov 26, 2019 Nov 26, 2019

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That post is me as well, Adobe auto signs me in at the sign-in page if I am signed into the Admin Console apparently

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Adobe Employee ,
Nov 26, 2019 Nov 26, 2019

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Hello,

This usually happens when the browser based login is enabled. Could you try to sgn out from the Admin console and try to login on the application and check if it redirects you to the browser for sign in.

Thanks,

Nikhil Gupta

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Adobe Employee ,
Nov 26, 2019 Nov 26, 2019

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Hello @stat_computing,
Are you able to open the application? If yes, what happens if you try to open the application and sign in via the app using the Help menu? Are there other Adobe applications installed apart from Adobe Acrobat?
Thanks,
Nikhil Gupta

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Community Beginner ,
Nov 26, 2019 Nov 26, 2019

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It's just easier for me to use this account on this thread going foward considering how much I need to be in adobe admin console with all these changes coming up....

 

Adobe Acrobat does not open. It just displays the following pop up when I try to open the app:

 

Screen Shot 2019-11-26 at 5.31.04 PM.png

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Community Beginner ,
Nov 26, 2019 Nov 26, 2019

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I forgot to answer you question. Here is a shot of the only Adobe products on the device. Acrobat is version 19.021.20056:

Screen Shot 2019-11-26 at 5.34.53 PM.png

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Adobe Employee ,
Nov 27, 2019 Nov 27, 2019

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Hello,

I sent you a message, please check if that helps.

 

Thanks,

Nikhil Gupta

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New Here ,
Jul 17, 2020 Jul 17, 2020

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HI,

 

How do I retrieve the posted file?  Best, Alex

 

 

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Adobe Employee ,
Jul 17, 2020 Jul 17, 2020

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Sent you the information.

Thanks,

Nikhil Gupta

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New Here ,
Jul 29, 2020 Jul 29, 2020

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Hi Nikhil,

 

May I please have a copy of this plist file as well? Is it a blank file or is there anything in it?

 

Thank you!

 

Jay

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Adobe Employee ,
Jul 30, 2020 Jul 30, 2020

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Hello,

Sent the file.

Thanks,

Nikhil Gupta

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New Here ,
Aug 17, 2020 Aug 17, 2020

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Hello Nikhil,

 

I am from South Africa, and I am facing a similar issue with the same error message that pops up only when I open Adobe DC Pro. Could you please help me?

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Adobe Employee ,
Aug 17, 2020 Aug 17, 2020

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Hello,

Please check the message.

Thanks,

Nikhil Gupta

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Community Beginner ,
Dec 03, 2019 Dec 03, 2019

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This issue is now resolved. Nikhil provided a file called:

com.adobe.acrobat.pro.DC.plist

From there you go to /Library/Preferences, Place the plist file in Preferences folder. Reboot the MAC machine. Launch Acrobat and I was prompted for sign in information

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New Here ,
Mar 02, 2020 Mar 02, 2020

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I have the same issue and get the "Please try launching Acrobat first or contact your administrator." error.  I did nothing and this just started showing up today.  Nikhil - can you send me the same file so I can see if it fixes my issue?

Thanks!

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Adobe Employee ,
Mar 03, 2020 Mar 03, 2020

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Hello,

Please check the message.

Thanks,

Nikhil Gupta

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New Here ,
Mar 06, 2020 Mar 06, 2020

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Hello Nikhil,

I have the same problem. I was wondering if you could send me with the same file/message.

Thanks!

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Adobe Employee ,
Mar 16, 2020 Mar 16, 2020

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Hello,

I sent you a meesage. Hope that helps.

 

Thanks,

Nikhil Gupta

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New Here ,
Mar 23, 2020 Mar 23, 2020

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Hello Nikhil,

I have the same problem. I was wondering if you could send me with the same message please.

Thank you!

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Adobe Employee ,
Mar 25, 2020 Mar 25, 2020

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Hello Megan,

Sent you a message.

 

Thanks,

Nikhil Gupta

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New Here ,
Mar 27, 2020 Mar 27, 2020

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Can I also get this file please?

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Adobe Employee ,
Mar 27, 2020 Mar 27, 2020

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Hello,

Sent you a message.

Thanks,
Nikhil Gupta

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New Here ,
Mar 31, 2020 Mar 31, 2020

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Hello Nikhil

I am having the same problem. I tried uninstalling and reinstalling, reboting etc, but still get the same error message as stat-computing showed above.

Could you please send me the file too?

Thanks

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