Ansh

My feedback

  1. 2 votes
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    An error occurred while saving the comment
    Ansh commented  · 

    Sorry to hear that this is impacting you. To isolate the root cause and fix it, we need the Acrobat logs from your machine. Could you please download and run the log collector tool on your machine. Post that please share the file generated via sharable link or attach it here.

    Thanks!

    An error occurred while saving the comment
    Ansh commented  · 

    Hi Reint,

    We have updated a few things in terms of licensing the Adobe Acrobat, but whether you fall under that category, please let me know the details below:

    1. Is it for Adobe Acrobat or Reader application?
    2. OS version
    3. Share the logs captured via Log collector tool
    4. The full version of Acrobat or Reader

    Log Collector Tool: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

  2. 1 vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    An error occurred while saving the comment
    Ansh commented  · 

    Hi Philippe,

    We care about this issue, but unfortunately, this is designed in this way due to security and license tampering concerns. If someone plays with the clock, then we need to warn him about the same.

  3. 22 votes
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    An error occurred while saving the comment
    Ansh commented  · 

    Thanks for reporting this to Adobe. You might be having the old version of Adobe Acrobat which is not compatible with Catalina. COuld you please visit this link and download the installer under the table named 'For Mac OS (v10.12 and above)'.

    After installation sign in with the same ID, you were using it earlier.

    If it still doesn't work provide us the install.log and system.log from /var/log dir.

    An error occurred while saving the comment
    Ansh commented  · 

    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.

    An error occurred while saving the comment
    Ansh commented  · 

    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.

    An error occurred while saving the comment
    Ansh commented  · 

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

    1. Share the licensing logs via a sharable link(Gdrive or any other suited platform) or attach them here. You can find the licensing logs at ~/Library/Logs/. We are specifically looking for acroLicLog, amt3*, PDApp*, oobelib* files.

    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.

    An error occurred while saving the comment
    Ansh commented  · 

    One more thing Ron, could you please 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.

    An error occurred while saving the comment
    Ansh commented  · 

    Thanks Ron for reaching to us. To resolve this issue, could you please share the licensing logs via a sharable link(Gdrive or any other suited platform) or attach them here. You can find the licensing logs at ~/Library/Logs/.

    Files required:
    1. acroLicLog
    2. amt3*
    3. PDApp*
    4. oobelib*

    An error occurred while saving the comment
    Ansh commented  · 

    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!

    An error occurred while saving the comment
    Ansh commented  · 

    Thanks for providing the permissions info, could you please share the licensing logs via a sharable link(Gdrive or any other suited platform). You can find the licensing logs at ~/Library/Logs/.

    Files required:
    1. acroLicLog
    2. amt3*
    3. PDApp*
    4. oobelib*

    An error occurred while saving the comment
    Ansh commented  · 

    Could you please 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.

    An error occurred while saving the comment
    Ansh commented  · 

    Had you tried below steps-

    Quit the Acrobat and update the permission of the OOBE dir using the below command:

    sudo chmod 777 ~/Library/Application\ Support/Adobe/OOBE

    After permissions are changed, try again to activate the Adobe Acorbat.

    An error occurred while saving the comment
    Ansh commented  · 

    Please quit the Acrobat and update the permission of the OOBE dir using the below command:

    sudo chmod 777 ~/Library/Application\ Support/Adobe/OOBE

    After permissions are changed, try again to activate the Adobe Acorbat.

    An error occurred while saving the comment
    Ansh commented  · 

    @dkeenan922 could you please 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.

    An error occurred while saving the comment
    Ansh commented  · 

    Hi All,

    We are addressing this issue in the coming May release. Till then please switch to the below workarounds:

    1. login into the root account and license the Acrobat from there.

    2. Run the Acrobat as a superuser: sudo /Applications/Adobe\ Acrobat\ 2017/Adobe\ Acrobat.app/Contents/MacOS/AdobeAcrobat

    3. Quit Acrobat. Delete the OOBE folder by navigating to /Library/Application Support/Adobe/
    Launch Acrobat and sign in.

    An error occurred while saving the comment
    Ansh commented  · 

    Please help us with the below information:

    1. Acrobat version installed on the machine
    2. Permission of the ~/Library/Application Support/Adobe/OOBE
    3. Steps to reproduce the issue

    An error occurred while saving the comment
    Ansh commented  · 

    Seems like the application is facing an issue while writing tokens in one of the installation directories. It can be caused due to permission issues on your system. Could you please try the below and confirm if the issue is resolved:

    Mac:

    Quit the Acrobat.
    Delete the OOBE folder by navigating to /Library/Application Support/Adobe/
    Launch Acrobat and sign in.
    Windows:

    Quit the Acrobat
    Delete the OOBE folder by navigating to \AppData\Roaming\Adobe
    Launch Acrobat and sign in.

    An error occurred while saving the comment
    Ansh commented  · 

    That's great you had got it resolved.

    I checked for the root cause and the problem comes when the licensing application tries to write the data into a folder requiring the special privileges and somehow that folder permission is overridden by an application or user or some other factor.

    An error occurred while saving the comment
    Ansh commented  · 

    Seems like the application is facing an issue while writing tokens in one of the installation directories. It can be caused due to permission issues on your system. Could you please try the below and confirm if the issue is resolved:

    Mac:

    Quit the Acrobat.
    Delete the OOBE folder by navigating to /Library/Application Support/Adobe/
    Launch Acrobat and sign in.

    Windows:

    Quit the Acrobat
    Delete the OOBE folder by navigating to \AppData\Roaming\Adobe
    Launch Acrobat and sign in.

    An error occurred while saving the comment
    Ansh commented  · 

    Thanks for reaching to us. The actual problem is that Acrobat 2017 is not having sufficient permission. Could you please give a try by running the application using super-user access.

    For that, you need to open the terminal and run the following command: sudo /Applications/Adobe\ Acrobat\ 2017/Adobe\ Acrobat.app/Contents/MacOS/AdobeAcrobat

    If prompted for the password, enter the user account one. This is just the one-time activity, post that you can launch the Acrobat from Application folder or Dock.

    Please let us know if it didn't work.

  4. 2 votes
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    An error occurred while saving the comment
    Ansh commented  · 

    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

    An error occurred while saving the comment
    Ansh commented  · 

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

    An error occurred while saving the comment
    Ansh commented  · 

    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.

    An error occurred while saving the comment
    Ansh commented  · 

    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.

    An error occurred while saving the comment
    Ansh commented  · 

    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!

    An error occurred while saving the comment
    Ansh commented  · 

    Could you please uninstall the old Acrobat Classic 2017 and delete the ~/Library/Application Support/Adobe/OOBE folder contents.

    Install the latest one from the link: https://helpx.adobe.com/in/download-install/kb/acrobat-2017-downloads.html

    Post that open terminal and run: sudo /Application/Adobe\ Acrobat\ 2017/Adobe\ Acrobat.app

    An error occurred while saving the comment
    Ansh commented  · 

    Could you please uninstall the old Acrobat Classic 2017 and install the latest one from the below link.

    Post that open terminal and run: sudo /Application/Adobe\ Acrobat\ 2017/Adobe\ Acrobat.app

    Link: https://helpx.adobe.com/in/download-install/kb/acrobat-2017-downloads.html

  5. 1 vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    An error occurred while saving the comment
    Ansh commented  · 

    Hey Tim,

    Could you please help us with the following details, to resolve this issue:

    1. Acrobat DC version you are using
    2. Platform - Win or Mac
    3. Screenshot of the overactivation

    Thanks!

  6. 4 votes
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    An error occurred while saving the comment
    Ansh commented  · 

    Can you please confirm that if you have multiple partitions on your system. And whether Acrobat is installed in more than 1 partitions.

    An error occurred while saving the comment
    Ansh commented  · 

    This probably will be the case when you have multi partitions on your system and one of the partition already had the Adobe Acrobat/ Adobe Reader.

    Can you please check other partitions and remove the Adobe Reader/Adobe Acrobat.

    An error occurred while saving the comment
    Ansh commented  · 

    We are really sorry that you had to face this. In order to isolate the root cause can you please help me with the below info:

    1. Acrobat version you are trying to install.
    2. For uninstalling Acrobat - Are you dropping it to trash or using the Acrobat Uninstaller or Cleaner tool?
    3. Can you provide install logs.

  7. 2 votes
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    An error occurred while saving the comment
    Ansh commented  · 

    apologies for the inconvenience caused, could you please provide below info in order to better understand the issue:

    1. Which product you have installed on your machine, is it Adobe Reader DC or Adobe Acrobat DC
    2. What is the version of product installed
    3. What is Mac OS Mojave version
    4. Could you please try updating the product to the latest version and check again
    5. Did you try with AcroCleaner tool available on adobe labs to clean your product and reinstall it

  8. 2 votes
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    An error occurred while saving the comment
    Ansh commented  · 

    Thank you for bringing this to our notice. we have raised this issue with our development team and it will be addressed in coming updates.

  9. 1 vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    An error occurred while saving the comment
    Ansh commented  · 

    Thanks for bringing this issue to our notice. Right now we are unable to reproduce the issue on same mac model and OS version with Adobe Acrobat version 19.011.20091.315611. Can you please provide us the further details in order to isolate the root cause:

    1. Acrobat version. You can check it from Acrobat Pro DC>About Adobe Acrobat Pro DC
    3. Do you have installed other Adobe products also and are they working fine
    4. Elaborate the exact steps you are performing. We want to know what operation you was performing before opening the recent files.

  10. 7 votes
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    An error occurred while saving the comment
    Ansh commented  · 

    Thanks for providing your suggestion. It seems like a valid one and we will definitely try to address this in future Acrobat updates.

  11. 1 vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    An error occurred while saving the comment
    Ansh commented  · 

    We are really sorry for the problem faced by you. In order to resolve this issue please provide us more details:

    1. Exact Mac OS version
    2. Acrobat Version
    3. Please elaborate the exact steps you are performing
    4. Provide the install and system logs
    5. Do you have other Acrobat products on your system and are they working good.

  12. 3 votes
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    An error occurred while saving the comment
    Ansh commented  · 

    We are really sorry for the problem faced by you. In order to resolve this issue please provide us more details:

    1. Are you on Win/Mac platform
    2. Win/Mac OS version
    3. Acrobat Version
    4. Is this activation key is Volume or Retail
    5. Please elaborate the exact steps you are performing

    An error occurred while saving the comment
    Ansh commented  · 

    It's really sad to hear about. In order to resolve this problem could you provide us the following details:

    1. Are you on Win/Mac platform
    2. Win/Mac OS version
    3. Acrobat Version
    4. Is this activation key is Volume or Retail
    5. Please elaborate the exact steps you are performing

  13. 1 vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    An error occurred while saving the comment
    Ansh commented  · 

    Hi,

    I am really sorry that you had faced this issue with our product. In order to reproduce this issue at our end could you please provide the below details:

    1. Mojave exact version
    2. Acrobat version
    3. Do you have installed other Adobe products also and are they working fine
    4. Elaborate the exact steps you are performing.

  14. 1 vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    An error occurred while saving the comment
    Ansh commented  · 

    Hi,

    Sorry about your problem. At now, we are unable to reproduce the crash on same Mac model. Could you please provide us the below information, so that we can reproduce and further isolate the root cause:

    1. Mac OS version
    2. Acrobat version
    3. Do you have installed other Adobe products also and are they working fine
    4. Elaborate the exact steps you are performing which causing the crash.

Feedback and Knowledge Base