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"Adobe Acrobat won't open or isn't working or is telling me the product is not licensed."
"I'm getting a 'We one of these error messages:
“We are unable to activate Creative
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Cloud”
“Sorry, something went
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wrong”
“Unable to reach Adobe
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Solution
You must reconnect Adobe Creative Cloud licensing. On Mac devices, only Acrobat licensing is affected. For Windows computers, the entire Adobe Creative Cloud suite is affected. If you need help, submit a General Help request.
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servers”
"Your request could not be completed Adobe Acrobat license has either expired or not been activated. Try launching Adobe Acrobat.”
Solution
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If you received a this "Your request could not be completed Adobe Acrobat license has either expired or not been activated. Try launching Adobe Acrobat.' ” error message, follow Adobe's s End the acrotray.exe process using the Task Manager instructions. |
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1. Log Out and Back into Adobe Creative Cloud
Launch Adobe Creative Cloud Desktop app by clicking the icon
.From the profile menu (upper right circle icon), click Sign out.
Sign Click the profile menu icon again to sign in to your Adobe account again. This will relicense the Adobe Creative Cloud suite on your computer. If .
If using Acrobat, you may be prompted to enter your Cal Poly email address and password a second time.
This issue might reoccur when Adobe pushes a new software update. If it does, follow these same steps to reconnect Creative Cloud licensing.
Mac
Run the AcroCleaner tool, which will completely uninstall Acrobat.
Once uninstalledCheck to see if the issue is resolved. Move to Step 2 if it is not.
2. Run Adobe’s AcroCleaner Tool and Reinstall Acrobat
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You will need administrative access or “elevated rights” to run AcroCleaner on your device |
Run Adobe’s AcroCleaner tool.
Click here for the Windows AcroCleaner
Click here for the Mac AcroCleaner
Once complete, restart your device.
From macOS menu bar, open the app by clicking the Creative Cloud desktop icon
.Install Acrobat. During this process, you may be prompted to enter your Cal Poly email address and password a second time.Install Adobe Acrobat DC from Software Center (University managed Windows devices) or Self Service (University managed MacOs devices).
This issue might reoccur when Adobe pushes a new software update. If it does, follow these same steps to reconnect Acrobat licensing.
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Creative Cloud licensing.
If you need help, submit a General Help request and let us know what errors you are receiving and what solutions you’ve attempted.