Issue with Adobe License

[agile_mist30599]

Issue:

A user (A) is experiencing issues with Acrobat Pro, specifically with the feature that allows sharing to the Creative Cloud, enabling users to collaborate. The user can still use other features of the Acrobat Pro with no issue; the software is treating her as if she does not have a license only on the homepage, as well as the page shown in the screenshot.

Desired:

The Share button (as well as the “Ask AI Assistant” feature) is available to another user (B) who has the same license and is running the exact same version as User A (as of October 9th, 2025).

What I have tried:

1. Checked for updates.
2. Logged out and back in again.
3. Repaired the application.
4. Reinstalled the application.
5. Had the user logged into a different computer.
6. Unlicensed the user and assigned it back.
7. Launch the program through a web browser.

I then went on a 3-hour remote session with 3 different “specialists” from Adobe Enterprise Support. What they did in addition to what I have already done:

1. Reinstalled the application using the clean tool.
2. They sent me this: https://helpx.adobe.com/in/download-install/apps/troubleshoot/licensing-activation-issues/user-licen..., but it didn’t solve the problem.
3. They asked me to disable the firewall, which is not possible due to our security policies.

The third specialist stated that they keep a log of what has been done by the previous specialist, but the 3 people are just repeating the same steps of the previous person, despite both the user and me repeating multiple times that the steps have already been done and getting hard ignored by them. The ticket was closed at 2147 (we finish work at 1630) without the approval of anyone on the same day, and the issue is still present two weeks later.

I’m not literate with Adobe, and I gave up on giving them another call because Adobe did not seem like they were literate with Adobe either. So, I’m here to ask the community, what other things can I do here to attempt fixing the issue? Thanks a ton.

[Anshul_Nautiyal · Accepted solution]

Hi @agile_mist30599,

Thanks for reaching out, and I apologize for the inconvenience you have faced.

Based on your query, it seems that one of the users in your organization is unable to access the Share to Creative Cloud and Ask AI Assistant features in Acrobat Pro, despite having an active license. Other features are working normally, and I understand that multiple troubleshooting steps have already been attempted, but the issue still persists.

Can you please try the following:

Delete the affected user account from the Admin Console. After waiting for some time, recreate the account and assign the license to the user again.

Ask the user to follow the steps mentioned in this document to remove cached credentials and certificates: https://adobe.ly/471iVCe

You can refer to this guide to add or remove users from the Admin Console: https://adobe.ly/46WfTz2

Please confirm if the user has tried accessing the license from a different network.

Our team is actively checking this case. Please try the steps above, and I will provide you with an update as soon as possible.

Regards,
^AN