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DBIN10
Participating Frequently
April 29, 2025
Answered

problem with adobe accounts

  • April 29, 2025
  • 1 reply
  • 469 views

for more then a year, a colleague of mine has major problems with her Adobe accounts.

She has an Adobe pro account with her personal e-mailadress. On the same computer, she has an Acrobat Sign Solutions for Business account wich she shares with an other colleague (so one account with 2 login adresses). Making PDF's with Adobe pro takes very much time (1 -2h for like a 200pages document). Since a few days however, she can't make PDFs anymore. After selecting the folder where to save the PDF, a message pops up, stating that her account has not been renewed or has been desactived. However, this is not the case at all.

When I sign in with her account on my pc, everything works fine.

 

Is there anyone facing similar problems or does anyone might have a solution?

besided switching accounts, we also already tried the solutions stated on these pages. Nothing seems to work.

https://helpx.adobe.com/acrobat/kb/error-pdf-creation-cannot-continue-old.html

https://helpx.adobe.com/acrobat/kb/error-pdf-creation-cannot-continue.html

 

we become a little bit desparate, so we hope someone can help us here 🙂

 

Correct answer Anshul_Nautiyal

Hi @DBIN10,

 

Thank you for reaching out.

Based on your query, it appears that your colleague is encountering an error message stating that her account has not been renewed or has been deactivated while attempting to save a PDF using Acrobat. From the information provided, it seems the issue is specific to the affected device, rather than the Adobe account itself. Since logging into the same account on another computer works correctly, it is likely related to local system files, user profile corruption, or leftover account credentials on the original machine.

Here are a few steps I recommend trying next:

Fully sign out and clear Adobe credentials
Sign out of all Adobe applications completely. Follow the steps outlined in the following document to remove any stored Adobe credentials: https://adobe.ly/42RLwb4
After completing the steps, restart the machine and sign back into the Acrobat application.

Check for conflicting profiles or permissions
Since two accounts are being used on the same computer, it is possible that conflicting settings or permissions are causing the issue.
Ensure that the user profile has full access rights to the folders where PDFs are being created and saved.

Disable conflicting programs
Temporarily disable any antivirus or firewall software that might be interfering with Adobe Acrobat's activation process. After disabling these programs, try creating a PDF again.

Create a new local user profile 
As a test, create a new Windows or Mac user profile, install Acrobat, and attempt to create a PDF.
If the process works smoothly, this would suggest that the original user profile may be corrupted.

Clean uninstall and reinstall Acrobat
Use the Creative Cloud Cleaner Tool to completely uninstall all Adobe apps and remove any leftover files. After using the tool, restart the machine and reinstall the Acrobat application. You can find detailed instructions here: https://adobe.ly/42MqTgk

Please try these steps and let me know if the issue is resolved or if you need further assistance.

Regards,
^AN

1 reply

A
Community Manager
Anshul_NautiyalCommunity ManagerCorrect answer
Community Manager
April 29, 2025

Hi @DBIN10,

 

Thank you for reaching out.

Based on your query, it appears that your colleague is encountering an error message stating that her account has not been renewed or has been deactivated while attempting to save a PDF using Acrobat. From the information provided, it seems the issue is specific to the affected device, rather than the Adobe account itself. Since logging into the same account on another computer works correctly, it is likely related to local system files, user profile corruption, or leftover account credentials on the original machine.

Here are a few steps I recommend trying next:

Fully sign out and clear Adobe credentials
Sign out of all Adobe applications completely. Follow the steps outlined in the following document to remove any stored Adobe credentials: https://adobe.ly/42RLwb4
After completing the steps, restart the machine and sign back into the Acrobat application.

Check for conflicting profiles or permissions
Since two accounts are being used on the same computer, it is possible that conflicting settings or permissions are causing the issue.
Ensure that the user profile has full access rights to the folders where PDFs are being created and saved.

Disable conflicting programs
Temporarily disable any antivirus or firewall software that might be interfering with Adobe Acrobat's activation process. After disabling these programs, try creating a PDF again.

Create a new local user profile 
As a test, create a new Windows or Mac user profile, install Acrobat, and attempt to create a PDF.
If the process works smoothly, this would suggest that the original user profile may be corrupted.

Clean uninstall and reinstall Acrobat
Use the Creative Cloud Cleaner Tool to completely uninstall all Adobe apps and remove any leftover files. After using the tool, restart the machine and reinstall the Acrobat application. You can find detailed instructions here: https://adobe.ly/42MqTgk

Please try these steps and let me know if the issue is resolved or if you need further assistance.

Regards,
^AN

D
DBIN10Author
Participating Frequently
April 30, 2025

Thank you for you answer! We will  try it out. I'll keep you posted whether this will solve the problem (I do hope so)

Bani Verma
Community Manager
Bani VermaCommunity Manager
Community Manager
April 30, 2025

Thank you for sharing your feedback. Please don't hesitate to reach out if you have any questions.


^BS

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