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Submission: On April 26 via manual from GB — Scanned from GB
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Acrobat users encountering sign-in prompts or are unable to sign in
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ACROBAT USERS ENCOUNTERING SIGN-IN PROMPTS OR ARE UNABLE TO SIGN IN
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* Issue
* Resolution
Applies to: Adobe Acrobat Download and Installation
某些 Creative Cloud 应用程序、服务和功能在中国不可用。
Adobe Acrobat has made certain fixes and updates to its licensing workflows. As
a result, Acrobat will now start pinging the new Adobe servers for completing
the licensing workflows. This change is being rolled out to users in phases. For
most users, we have ensured that this change is seamless without any prompts or
interruptions. However, in some scenarios, users might be prompted to sign in,
depending on their machine configuration. This is required to validate
subscription status with the new Adobe licensing servers. If you’re an Acrobat
user and are prompted to sign in, then simply signing in to the Acrobat
application with correct credentials will work for you. If you’re unable to sign
in and are facing issues, then you can try the troubleshooting steps below to
resolve the issue.
ISSUE
Some Acrobat users, who have previously signed into their Adobe or enterprise
accounts, are prompted to sign in again, when they launch Acrobat.
Also, in some cases, users are able to sign in, but get the following error
after they sign in successfully, and are unable to proceed with Acrobat:
RESOLUTION
1. If you are prompted, sign in and continue using Acrobat.
If you see the above error message after you sign in, use the following
options to resolve this issue.
2. If you have an outdated version of Creative Cloud desktop app installed
(prior to version 4.9), you must update to the latest version. For details,
see this document.
3. If you are an enterprise customer, ask your IT Admin to whitelist the
following URLs:
* https://lcs-cops.adobe.io
* https://lcs-robs.adobe.io
* https://lcs-ulecs.adobe.io
* https://ims-na1.adobelogin.com
* https://resources.licenses.adobe.com
For a complete list of network endpoints that need to be whitelisted by your
IT Admin, see this document.
4. Enable TLS 1.2:
1. Open the Internet Properties dialog (In the Windows Run dialog, type
inetcpl.cpl and press Enter).
2. Go to the Advanced tab.
3. Scroll to the bottom of the settings list.
4. Ensure the TLS 1.2 option is checked.
5. If you continue to have issues with using Acrobat, contact Adobe support.
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