Troubleshooting Adobe Apps Named User

If you are experiencing issues with Adobe Apps with Named User License, see the symptom and solutions below.

Solution 

Receiving prompts requesting elevation to Administrator, but user does not have Admin rights

User does not see Adobe Acrobat Pro or Adobe Creative Cloud Desktop in Software Center

Install of Adobe App from Software Center fails

After logging in, user does not have the apps they should

User receives they have have too many activations

User receives error that they do not have a license

Create a Help Desk Ticket

Receiving prompts requesting elevation to Administrator, but user does not have Admin rights

1. Open Configuration Manager Client and clear the cache, see How to clear Configuration Manager cache
   • This ensures their is enough room in the cache and that they don't have an older version of the installer that still needed Admin rights.
   • INFO: A user can try skipping step 1 and just do steps 2 and 3 without admin privileges, but if it doesn't work, they may need ITSS to complete step 1 before trying again.
2. Install Adobe Creative Cloud Desktop through Software Center
3. Then install Adobe Applications by following the steps in How to Install Adobe Apps for Named Users

User does not see Adobe Acrobat Pro or Adobe Creative Cloud Desktop in Software Center

See Software Center does not show the expected software

Install of Adobe App from Software Center fails

1. Close all Microsoft Office Applications and then try again.
2. If it still fails, collect logs from C:\Windows\ccm\Logs\Software and attach them to your Help Desk ticket.
   • . The log will have Adobe in the name along with date/time the install was attempted.

After logging in, user does not have the apps they should or the license was not recognized

1. Log out out of Adobe
2.  They will need to clear browser cache : see Clearing cache examples
   1. If using Google Chrome, you may need to clear out existing old auth certificates for Adobe
      1. Type chrome://settings in the Chrome browser url search bar
      2. Click You and Google from the left navigation pane
      3. Select Manage Your Google Account in the main pane
      4. Click Security from the left navigation pane
      5. Scroll down and click on See all connections link under the Your Connections to third-party apps & services section
      6. Click on Adobe
      7. Click Delete all connections you have with Adobe
3. Sign in to adobe again, ensuring to sign in with your UMS email and if/when prompted for your organization, select NERCOMP University of Maine

   • WARNING: If you see the "blue pie" for the user, then they likely logged in with a personal Adobe account instead of the Organization account. They need to log out and log back in again. (May want to re-clear caches before logging in again with organizational account)

   •  

4. If you still do not have all the apps you believe you should:
   1. Try using an incognito window so your current SSO credentials will not interfere.
   2. Uninstall all Adobe desktop apps and reinstall Adobe Creative Cloud Desktop from adobe.com and then install other Adobe Apps (Adobe Pro, etc) from the Adobe Creative Cloud Desktop app. (You can also install other Adobe apps from Adobe.com but it is more likely to hit an error and tell you to install from Creative Cloud Desktop to finish)
   3. verify the license that they purchased was correct

User receives they have have too many activations

Visit https://account.adobe.com/activated-devices to deactivate other devices 

User receives error that they do not have a license

Are they signing into Adobe.com with  their full @maine.edu account using their UMS credentials. 

• Selecting Company or School Account' at the next screen?
• Filling in the SSO screen properly?
• After signing in, click on their profile icon, then the Manage account link, they should should be seeing NERCOMP - University of Maine

ensure the 64-bit version of Acrobat Reader is installed, not the 32-bit version. If the 32-bit version is installed, uninstall Acrobat and then reinstall through Creative Cloud.

Create a Help Desk Ticket

If your issue isn't listed above and/or the solution didn't resolve your issue, create a ticket with the Help Desk.

Environment

• Adobe Acrobat Pro
• Adobe Creative Cloud Desktop