Issue signing in with VDI & deploying packages

[Pachrick]

Hi All,

My users keep encountering a wide range issues with Adobe, primarily Acrobat-

One of my users has had an ongoing issue with Adobe Acrobat DC not recognizing his license after he signs in, JUST in his virtual desktop (VDI). His license on his physical desktop appears to be OK, but we’ve had to give him a couple of different VDIs now, and they will say that his trial has expired. The user is licensed, so we are quite lost. We’ve tried reinstalling the program several different times, updating it, and signing him out and back in, but we’re not getting very far.

In addition to that issue, I am trying to create a package to deploy users and after a simple install, we are getting the attached error-

We have been in contact with Adobe support chat, but that has proven useless. There has also been a case submitted with Adobe but we can never seem to find a valuable solution to the problems we're encountering.

Thank you!

[Pachrick]

Hi All,

My users keep encountering a wide range issues with Adobe, primarily Acrobat-

One of my users has had an ongoing issue with Adobe Acrobat DC not recognizing his license after he signs in, JUST in his virtual desktop (VDI). His license on his physical desktop appears to be OK, but we’ve had to give him a couple of different VDIs now, and they will say that his trial has expired. The user is licensed, so we are quite lost. We’ve tried reinstalling the program several different times, updating it, and signing him out and back in, but we’re not getting very far.

In addition to that issue, I am trying to create a package to deploy users and after a simple install, we are getting the attached error-

We have been in contact with Adobe support chat, but that has proven useless. There has also been a case submitted with Adobe but we can never seem to find a valuable solution to the problems we're encountering.

Thank you!

[alisterblack]

Hi,

You can find notes on supported virtual desktop environments and system requirements as well as set up documentation here: https://www.adobe.com/devnet-docs/acrobatetk/tools/VirtualizationGuide/index.html

[Pachrick]

Hello Alister,

We have already implemented Adobe within our virtual environment, so I didn't find the document to be relevant to the problem.

The current issue at hand are the errors individual users are encountering when trying to access Adobe on their VDI and with creating a package to deploy users.

Do you have any other resources that may be of more use to us?

[alisterblack]

Hi,

Can you share details of your environment? Is it one of the supported environments listed in our documentation? Does the issue affect all users or only some?

[Pachrick]

Can you share details of your environment?  Windows 10 and VMware environment.

Is it one of the supported environments listed in our documentation?  Yes

Does the issue affect all users or only some?  Mainly VM users.

[alisterblack · Accepted solution]

Thanks, you note that you have "VMWare environment" - are you using VMWare horizon? What version? The supported version is VMware Horizon 6.2 and later.
Most of these issues are caused during setup. It is very important to follow the setup guide exactly.
Top things to look out for:
Make sure Acrobat is not launched on the image, and certainly do not sign in. If you are used to serialised licensing this is a notable difference.
Make sure end users have the correct folder permissions.

If the problem persists we would need to work with our support teams to dig deeper into the issue. Gather licensing log files with the Log Collector Tool and open a support ticket via your Admin Console support tab. https://helpx.adobe.com/ie/creative-cloud/kb/cc-log-collector.html