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stephenj47931323
Participant
January 17, 2017
Question

When launching Acrobat Pro DC on a second computer the customer tries to sign in with her enterprise ID and gets an 'Access Denied - You do not have access to this service' error.

  • January 17, 2017
  • 2 replies
  • 2114 views

I have removed and re-installed the application and get the same error. PC is running Windows 7 Enterprise 64Bit.

This topic has been closed for replies.

2 replies

S
stephenj47931323Author
Participant
January 22, 2017
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sumitash1
Adobe Employee
sumitash1
Adobe Employee
January 24, 2017

Hi Stephenj,

Thanks for reporting the issue. To analyze this issue further, it would really help if you can tell:-

1) Is the customer able to sign-in successfully on the first computer, with same enterprise-id  and only at the second computer (s)he is facing issue.

2) Does the enterprise-id with which customer is facing issue has document cloud entitlement?

Thanks,

Sumita

sumitash1
Adobe Employee
sumitash1
Adobe Employee
February 3, 2017

Hi Sumita,

I spoke with the customer this morning and she went back to the first computer and ran Acrobat Pro DC without any problems. She then signed out of the application on that computer and came back to the one giving her problems. When she tried to sign in to Acrobat on that computer she got the same error.

No she is not using the doucment cloud entitlement option.

Regards,

Steve


Hi Steve,

1) Could you please ask the user, if she is able to sign-in successfully at https://cloud.acrobat.com/  , with the enterprise-id with which she is facing issues? Ideally, if user does not has document cloud entitlement, they would not have access to services and hence shown Access Denied message in Acrobat.

2) If user is able to sign-in successfully at above mentioned webpage, we would need Acrobat version on the machine where this enterprise-id is working and Acrobat version for the machine, where this enterprise-id is not working and I would share debug steps as required?

Thanks,

Sumita

R
Adobe Employee
ravinderg62643219
Adobe Employee
January 19, 2017

Hi Stephenj,

Can you please share the screenshot of the error you are getting  and following log files in "%temp%" folder from the machine on which you are getting this issue.

oobelib.log

pdapp.log

amt3.log

Regards

Ravi

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