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Won't recognise acrobat licence

New Here ,
Apr 18, 2023 Apr 18, 2023

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I have a user who has a fully paid-for (company) Acrobat licence. Whenever she tries to use the tools within Acrobat, it keeps prompting her to pay. She is signed in and I can see a licence assigned to her in the admin console.

We've tried fully removing and re-adding her. As well as uninstall/reinstall.

 

At a bit of  loss now on what to do.

TOPICS
Acrobat , Licensing , Troubleshooting

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correct answers 1 Pinned Reply

Adobe Employee , Apr 18, 2023 Apr 18, 2023

Hi, @defaultly0zzfk6f71h apologies for the inconvenience as I can see you have performed all the basic troubleshooting.

Could you please try one more step, and check if the user is getting an option to Download/Install Acrobat from creativecloud.adobe.com?

If not I request you to please create a case from your admin console as it's a provisioning issue.

And if in case https://creativecloud.adobe.com/ shows a download option on Acrobat do let me know so that I can share with your the next steps t

...

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Adobe Employee ,
Apr 18, 2023 Apr 18, 2023

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Hi, @defaultly0zzfk6f71h apologies for the inconvenience as I can see you have performed all the basic troubleshooting.

Could you please try one more step, and check if the user is getting an option to Download/Install Acrobat from creativecloud.adobe.com?

If not I request you to please create a case from your admin console as it's a provisioning issue.

And if in case https://creativecloud.adobe.com/ shows a download option on Acrobat do let me know so that I can share with your the next steps to get this fixed.

Ashish_Harrison_0-1681823473072.png

 

 

Best,

Ashish Harrison

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