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Why are users randomly prompted to login to use apps?

New Here ,
May 15, 2020

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I manage desktop support and these tickets seem to come in waves. Users are confused about having to sign in. It's fairly simple to straighten them out, but they do want to know why this happens. Please educate me on why/when users get prompted.

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Manage account, Troubleshooting, Users and groups

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Why are users randomly prompted to login to use apps?

New Here ,
May 15, 2020

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I manage desktop support and these tickets seem to come in waves. Users are confused about having to sign in. It's fairly simple to straighten them out, but they do want to know why this happens. Please educate me on why/when users get prompted.

Topics

Manage account, Troubleshooting, Users and groups

Views

635

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May 15, 2020 0
Adobe Community Professional ,
May 15, 2020

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Please tell us more about your operating system and version, the software and version. Please use EXACT version numbers. "Latest version" does not tell us that you really have the latest version and will no more be true at the next version level.

Regards,
Abambo
Hard- and Software Engineer and Photographer

I'm not an Adobe employee. All advice constitutes my own opinion. Use at your risk! 🙂

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May 15, 2020 0
New Here ,
May 18, 2020

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Users are Windows 10 (1803 and later), MAC OS (Mojave or Catalina), running Acrobat Pro DC. Not sure what actual version they are using since the Admin Console doesn't tell me that. Probably  2020.009.20063

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May 18, 2020 0
Most Valuable Participant ,
May 16, 2020

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Also... why does it confuse your users? My experience is that Creative Cloud sometimes rechecks your login, and you just have to login. It may be annoying but why is it confusing, why do you need to straighten anything out for them?

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May 16, 2020 0
New Here ,
May 18, 2020

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The confusion comes from them assuming the ID is tied to their domain account, ie I used the password I use to login to everything else and it didn't work. We just have to explain that it's not and have them reset their password. We converted people to the cloud licenses last year and they are not used to be asked to login. 

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May 18, 2020 0