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Acrobat for Windows and Mac: Installation and Licensing

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Could not activate Adobe Acrobat Pro 2017 on macOS Catalina 10.15.3

Operating System: macOS Catalina 10.15.3
Adobe Acrobat Pro 2017 Release: 2017.011.30158

Steps to reproduce:
1. Installed Adobe Acrobat Pro 2017 on macOS Catalina 10.15.2 in January
2. Upgrade that mac to 10.15.3
3. Got a new laptop and transfer all applications from old one to new one
4. Upgrade the new laptop's macOS to 10.15.3 as well
5. Try to open Adobe Acrobat Pro 2017
6. Acrobat Pro 2017 request signing in
7. Click on "Sign in Now"
8. Window titled "Acrobat Licensing Application" appears with blank content
9. Waited for hours and nothing is going on

Fixes tried:
1. Tried uninstall Adobe Acrobat Pro 2017 using the "Acrobat Uninstaller App" and also the "Adobe Reader and Acrobat Cleaner Tool" from https://labs.adobe.com/downloads/acrobatcleaner.html
2. Reinstall Adobe Acrobat Pro 2017 using the DMG file downloaded from: https://helpx.adobe.com/download-install/kb/acrobat-2017-downloads.html

CD Part Number ESD

CD Description Acrobat Professional Acrobat2017WebWWMUI.dmg,Acrobat2017WebWWMUI.xml,proxy.xml
Build Date = 20200129215135

  1. Install using this downloaded DMG image
  2. Open "Adobe Acrobat.app"
  3. Required activation and clicked on "Sign In Now"
  4. Same situation again

Tried running Acrobat under "sudo" and give "Full Disk Access" in settings. Both did not help.

The blank window can be closed by clicking the red cross at the upper left corner and select "Yes" to close the window. After closing the licensing tool, two processes named "AcroCEF" and "AcroCEF Helper" were left running. Every time I tried the above procedure, these two processes will also run. Killing these two processes before trying again did not help either.

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  • Francisco commented  ·   ·  Report

    Having same issue on Big Sur OS, tried what is suggested above and does not work

  • Ansh commented  ·   ·  Report

    Hi Sanjiv,

    We have done the initial analysis and found out that you were running the trial license of Adobe in the past and then updating the Acrobat to the latest version which doesn't support the trial.

    Please confirm how you are trying to activate the Acrobat, whether you are using Trial, Subscription, or Serial.

    If you are a trial user, I would suggest that switch to the Acrobat DC - https://trials3.adobe.com/AdobeProducts/APRO/Acrobat_HelpX/osx10/Acrobat_DC_Web_WWMUI.dmg

  • Ansh commented  ·   ·  Report

    Thanks, Sanjiv, we are analyzing the logs and provide you the update soon.

  • Ansh commented  ·   ·  Report

    Thank you, Sanjiv for providing the permission file.

    For sharing of the log collector's .zxp file:

    1. Sign in to the creative cloud and re-run the tool, it will directly upload the file to the adobe server. ANd just share the file name with us.

    2. You can place the logs on any cloud (Document cloud, GDrive, OneDrive) and copy the sharable link and share it with us.

    In the meantime, could you please try the below workaround and share the result with us:

    1. Quit Acrobat and Adobe Acrobat License Application.
    2. Delete the OOBE folder from /Users/<your_username>/Library/Application Support/Adobe/
    3. Restart the machine
    4. Launch the application and try to sign in again.

  • Sanjiv commented  ·   ·  Report

    Ansh-Somehow zxp file is not attaching. How can I share that with you? The only option I have on Mac is to close the file. When I use attach a file function in the comment it does not attach. I keep getting spinning wheel.

  • Ansh commented  ·   ·  Report

    Thanks for reaching us. To resolve this issue, could you please follow the below:

    1. Run the Log Collector tool and share the logs via a sharable link(Gdrive or any other suited platform) or attach them here. Log Collector: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

    2. Provide us the permission of the OOBE folder. You can run the 'ls -l ~/Library/Application\ Support/Adobe' command on the terminal to check the permission.

    3. A short video demonstrating the issue.

  • Sanjiv commented  ·   ·  Report

    I have the same issue, uninstalled old version using AdobeAcroCleanerTool and reinstalled newer version from link provided still the issue persists.

  • Ansh commented  ·   ·  Report

    Hi All,

    We have addressed the Adobe Licensing Application getting hang or blank issue in the May 2020 release. If you are still experiencing the issue, please follow the below steps:

    1. Uninstall the existing Acrobat Classic 2017.
    2. Download the latest Acrobat Classic 2017 application from https://helpx.adobe.com/download-install/kb/acrobat-2017-downloads.html
    3. Install the above-downloaded build.
    4. After install, launch the application and sign in with the Adobe ID.

    Please let us know if you face any issues regarding this.

    Thanks!

  • Anonymous commented  ·   ·  Report

    I have the same problem. I close the "Acrobat Licensing Application" or enter the license again (the same one), and acrobat works fine. But every time I open it again, I have to do the same actions. it is a serious inconvenience.

  • joverflow commented  ·   ·  Report

    Tried it again just now and got the same results :(