Unable to obtain access to Acrobat pro features when migrating to new desktop

[mtabb]

I am the administrator for our Adobe licenses.  We have 4 Acrobat Pro licenses, one of which was assigned to my personal account.  (2 others have been assigned, one remains open).  The accounts are all good through July 2023. 

I recently retired an old workstation and put Acrobat Pro on my new replacement workstation.  I signed in under my personal account and password.  Acrobat Pro does not recognize me as an already licensed user, even though the admin consule identifies my name and email as a licensed user. Instead, to get access to Acrobat Pro features like editing a PDF, the software wants me to subscribe for yet another license.  I have terminated all Acrobat Pro sessions and made sure I removed Acrobat Pro from the workstation I retired. 

How can I get Acrobat Pro working on the new workstation without purchasing yet another license.

Michael Tabb

I have closed all sessions on all other prior

[Ashish_Harrison · Accepted solution]

Hi @mtabb please perform the steps mentioned below to get this issue fixed.

1. Log out from the Creative Cloud app/Acrobat.

2. Close all Adobe tasks and processes from Task Manager (Win) & Activity Monitor (Mac).

3. DELETE ALL ADOBE CREDENTIALS FROM CREDENTIALS MANAGER (WIN) & KEYCHAIN ACCESS (MAC).

4. Locate Folder “SLCache” in C:/Program Files(x86)/Common Files/Adobe and delete its contents(Win)

5. Locate the same folder in System Library(/Library/Application Support/Adobe) and remove its contents(MAC)

6. Locate folder “SLStore” in C:/Program Data(Hidden Folder)/Adobe and remove its contents(Win)

7. Locate the same folder in System Library(/Library/Application Support/Adobe) and remove its contents(MAC)

8. Locate folder "OOBE" in User directory>App Data>Local>Adobe and clear its contents(Windows).

9. Locate the same folder in the User library by typing "~/Library" in finder\go to window >Application Support>Adobe>OOBE and clear its contents (MAC OS).

10. Launch the creative cloud/Acrobat app by right-clicking on it and clicking on "Run as Administrator"

11. Sign in with the Email address and password.

[Abambo]

Sign out, sign in again and choose your business account, not your personal profile. See here: https://helpx.adobe.com/enterprise/kb/enterprise-id-faq.html