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C
Clint5EEA
Participant
August 27, 2021
Question

Why do my users keep getting updated to the pro trial?

  • August 27, 2021
  • 1 reply
  • 362 views

We currently have 30-40 Acrobat Standard users.  At any random instances about half of these users will be upgraded to the Pro trial without their knowledge or consent and no way to reverse it.  This quickly expires and I then have to run the Acrobat and Creative Cloud cleaner tools to erase all vestiges of the previous install so that I can then download the actual product that we paid for.  Otherwise, it will just reinstall the expired Pro trial.  Then anywhere from3 -9 months later I'll have to do it all again.  WTF is going on and how do I stop it?  I'm furious with this petty money-grubbing harrassment to use a product we've already paid for.

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1 reply

T
Test Screen Name
Legend
August 28, 2021

Are these apps installed on a terminal server - so that eg one user taking a Pro trial affects all on that server (which I'd kind of expect)? Or are the affected users each having a different machine and file store?

C
Clint5EEAAuthor
Participant
August 30, 2021

The latter.  Different machines and file stores.

C
Clint5EEAAuthor
Participant
September 1, 2021

Kindly check the subscription of the users who are using Acrobat and can guide them to sign out and log in again which will activate the correct licensing.


I've done that before.  The login shows the correct licence in Creative Cloud.  Then the expired Pro trial starts.  I've then uninstalled that and redownloaded and installed Standard from their login.  When it completes, the expired Pro trial opens.  The only thing that works is using the Acrobat and CC cleaner tools and THEN logging in, downloading and installing.  Then at some random point in the future, it happens again.

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