Advanced Troubleshooting Steps for Adobe Applications

 

 

 

This article assumes that the reader has already been through the Basic Troubleshooting for Adobe. If you have reached this article without going through the First Steps for All Users, please review that article first!

The University of Illinois Adobe Enterprise plan is licensed using the Named User model, otherwise referred to as a continuous or subscription-based customer.  Sign in using the University of Ilinois 2 factor authentication and a valid school email address is required to use Adobe apps.

Although most licensing and install errors can be addressed with basic troubleshooting, there are times that an Adobe application must be uninstalled, cleaned up and then reinstalled. This most frequently occurs with Adobe Acrobat and Creative Cloud desktop applications.

 

 

Contents

·         Personal Computers

·         University Computers

·         IT Pro assisting a customer with an Adobe problem

·         More Adobe Errors

·         Links to more Adobe guides

 

 

Personal Computers

Personal computers are not subject to the same administrative restrictions as university-owned computers. Users may install their own software at will.

In this section:

·         Acrobat Error Solution

·         Creative Cloud Desktop uninstall

 

 

How to fix persistent Acrobat errors including the Serial Number Error

 

Persistent Acrobat errors, such as Acrobat asking for a serial number frequently require an uninstall, cleanup and reinstall of the program. This procedure uses the AcroCleaner tool to completely remove remnants of Acrobat from the machine before installing the new package:

1.    Quit Acrobat and Creative Cloud. Close Outlook, Word and other applications with conflicting processes

2.    Uninstall Acrobat

3.    Go to the link below and choose AcroCleaner from the left side menu after expanding the appropriate system option for your computer.

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

Download the Acrobat Cleaner Tool.

 

 

4.    Run the AcroCleaner tool and restart the computer

5.    Open and sign out of the Creative Cloud Desktop App.

6.    Quit the Creative Cloud Desktop App.

 

7.    Next, reopen the Creative Cloud Desktop App and sign in again. Reinstall Acrobat from within the Creative Cloud desktop or from a browser after logging into your Adobe.com account.

8.    If the install is successful you are done.

 

 

 

Adobe apps are not downloading to the Creative Cloud Desktop app.

 

The Creative Cloud desktop app can become corrupted due to an improper installation or failure to update. Please refer to the Adobe instructions on Uninstalling the Creative Cloud Desktop app with the appropriate downloads for your system.

 

·         https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

 

Once you are ready to reinstall Creative Cloud desktop, you can download and install it automatically by selecting your app of choice from the Adobe apps menu. It will install automatically along with the app you want to use.

 

 

(Optional download method) If you have trouble downloading and installing a new Adobe app, email webstore@illinois.edu and request a temporary link to a WebStore Adobe Self Service Creative Cloud package. Please specify whether your computer is a Windows or Mac machine.

 

1.    Extract the contents from your WebStore package from the .zip file and run setup.exe from inside the Build folder.

 

2.    Restart the computer

 

3.    Open the newly installed Adobe Creative Cloud Desktop app and sign back in. A list of apps should now appear on the apps tab. You can now install other apps through the Creative Cloud Desktop App.

 

 

 

University Computers

Many University computers are subject to administrative restrictions and the end user may not install their own software at will. Some University departments are subscribed to Managed Software Services provided by End Point Services (EPS) that remotely updates and manages the software on the computer.

In this section:

“You don’t have access to manage apps” solution

·         Using the Software Center app

·         Changing the accessiblity of the Adobe panel layout

·         Getting help if you need an admin password to install apps on your computer

 

 

“You Don’t Have Access to Manage Apps”

 

If EPS manages software on the computer, then there is an application called Managed Software Center (for Mac) or Software Center (for PC) that users will install their Adobe software from. Users will get a message “You don’t have access to manage apps” from the Apps tab on their Adobe account or Creative Cloud Desktop app. This message is to be expected and is normal for university-owned computers with admin restrictions.

 

 

How to download and install Adobe Apps from the Software Center instead of from Adobe

 

 

1.    On Windows PC, open Software Center from the Apps Menu.

On Mac computers, open the Applications folder and look for “Managed Software Center”.

 

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2.    Select the Applications or Software tab in the Software Center to view your available apps. The apps you have available will depend on the menu of options that were selected by your department IT. If the Adobe app that you want is not in the list, contact your department IT with a request for the app. The standard University Enterprise Adobe All Apps plan includes all the Creative Cloud apps with the license.

 

 

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3.    Select an Adobe App to install to your university computer. If the desired Adobe app is not listed in Software Center, check the Installation Status tab to see if it is already installed.

4.    If it cannot be found, contact your department IT support to request the app be included on the menu.

 

Changing the Apps Panel accessibility in Adobe

 

Use this procedure to get access to your Apps in Creative Cloud. This will work if you have the administrative password to edit files and install apps on your computer. This setting change will be overwritten again in the future if the computer has managed Adobe application updates.

·         Adobe Creative Cloud - Apps Panel Access Denied (uillinois.edu)

 

Getting more help if you need an admin password to install apps on your computer

 

If the Adobe program that you wish is install is not in the Apps section of the Software Center, or you cannot find Software Center on the computer, you will need to request assistance with your department IT staff, as they are the only ones with the password to your computer. If you don’t know who that is, try the Directory search for your campus. UIUC departments can use this link and search by End-user IT Support.

***Persistent Acrobat and Creative Cloud desktop errors will require a removal and reinstallation of the app. Please contact your department IT directly to get help instead of opening a ticket with WebStore or the Help Desk.

 

 

 

 

IT Pros assisting users with Adobe

University computers with IT managed Adobe software often have the option to “Self Service” disabled which will remove the Adobe Apps panel visibility for the end user on their Creative Cloud account. With this scenario, Adobe app updates are managed through departmental IT support. Occasionally, app updates (or lack of) may cause an error or the need for the user to login again to their Adobe account. Regular users need to sign to Adobe infrequently. For this reason, it is recommended practice to review the steps with them on how to correctly sign into Adobe, using an up-to-date Creative Cloud Desktop app. Please refer them to the Basic Troubleshooting steps for Adobe for this information.

In this Section:

·         Reinstalling Adobe apps

·         Understanding NU and SDL licensed installations

·         Procedure for correcting persistent Acrobat Errors

·         Procedure for correcting persistent Creative Cloud Desktop errors

·         Escalation paths

 

 

Reinstalling Adobe apps

 

If you have determined you need to reinstall the Adobe software on the computer, first uninstall the apps (usually Acrobat or Creative Cloud desktop) and run an appropriate cleaner tool that will completely remove remnants of these programs from the system. Once you have completely removed the app from the system, the package you use to reinstall the app on the computer will either be a managed package or a Self-Service package.

 

Managed packages are provided by WebStore and by the Endpoint Services Team. A computer with managed software services will often have a Software Center app installed on a Windows system, or a Managed Software Center app installed on a Mac system. The Software Center app is where the end user should find their available Adobe apps to install.

 

Managed packages have the Self-Service option disabled and will remove access to other available Creative Cloud apps for the end user. Installing a managed package will overwrite the previous admin settings on the end user’s Creative Cloud account and they will see an error message “You don’t have access to manage apps” from the apps tab. They will not be able to download and install their own Adobe software.

 

Packages with the self-service option enabled are the default setting on all Creative Cloud’s apps available from the end user’s Creative Cloud apps panel. There is also an NU IT Pro Self-Service package. Install the Self-Service package if you want the end user to have access to all the Creative Cloud applications to install at will on the computer.

 

Management settings are overwritten with each new installation of an Adobe application. For example, if a Self-Service package is installed after a managed package, the apps panel will be accessible. Conversely, if a managed package is installed after a Self-Service, the apps panel will be set to inaccessible. A shortcut to changing the accessibility of the apps panel is outlined in the UI knowledgebase, article 107858.

 

 

Information about Named User licenses and Shared Device License installations

 

 

Adobe managed packages come with either NU (Named User) or SDL (Shared Device License). Each app is individually packaged and comes with the Creative Cloud desktop installer.

 

---Shared Device (SDL) packages are licensed by the device the package is installed on. They are for university-owned shared devices includes labs, classrooms, and other shared University computers such as those used by student employees or staff.

 

---Named User (NU) packages are licensed by a user’s university NetID. They can be installed on any computer whose end user has an active Adobe Creative Cloud Enterprise subscription.

 

---An Adobe account and web-based authentication is required on both SDL and NU package installations. For this reason, an internet connection is required.

 

---If you are supporting department software and need access to the WebStore NU and SDL packages, please email webstore@illinois.edu and request to be added to the IT Pro eligibility group.

 

---WebStore Adobe NU and SDL packages are updated monthly, usually during the middle of the month (but may be timed to coincide when the most updates are available). The Adobe package updates bulletin will list the entry dates after packages are updated.

 

---If the department is subscribed to Tech Services EndPoint Services, then IT support should refer first to EPS provisioned packages, and contact the EPS team with questions.

EPS Ticket

EPS Portal

 

---Custom packages can be created on request with options to bundle a group of applications together, include compatible plugins, add-ons, choose a specific platform, enable self-service, or get an older version.

 

·         More info about Adobe NU and SDL licensing and package distribution

 

Procedure for correcting persistent Acrobat Errors

 

Persistent Acrobat errors, such as Acrobat asking for a serial number frequently require an uninstall, cleanup and reinstall of the program. This procedure uses the AcroCleaner tool to completely remove remnants of Acrobat from the machine before installing the new package:

1.    Quit Acrobat and Creative Cloud. Close Outlook, Word and other applications with conflicting processes

2.    Uninstall Acrobat

3.    Go to the link below and choose AcroCleaner from the left side menu after expanding the appropriate system option for your computer.

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

Download the Acrobat Cleaner Tool.

4.    Run the AcroCleaner tool and restart the computer

5.    Open and sign out of the Creative Cloud Desktop App.

6.    Quit the Creative Cloud Desktop App.

7.    Extract and install the new Acrobat package.

8.    Restart the computer

The user can verify the app is working after opening the App through Creative Cloud Desktop and logging into their Creative Cloud account.

 

Procedure for correcting persistent Creative Cloud Desktop Errors

 

The Creative Cloud desktop app can become corrupted due to an improper installation or failure to update. Please refer to the Adobe instructions on Uninstalling the Creative Cloud Desktop app with the appropriate downloads for your system.

 

·         https://helpx.adobe.com/enterprise/using/uninstall-creative-cloud-products.html

·         https://helpx.adobe.com/enterprise/kb/troubleshoot-install-uninstall-errors-ccp.html

·         There is also a Creative Cloud Cleaner tool which removes and fixes problem files and resolves permissions issues in registry keys.

 

Escalation paths

 

If the issue is not resolved by reinstalling the app and you have not found the solution, contact the WebStore for assistance. WebStore can provide custom packages, troubleshooting and escalate a ticket to Adobe if necessary.

 

Please note that a coding issue will need a complete log collected from the machine that is having the error. The log can be collected using the Adobe Log Collection Tool.

·         https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

 

 

 

More Adobe Errors

This section addresses other common Adobe errors that are not covered in the sections above.

 

·         “Sorry something went wrong” (macOS) --- The solution requires downloading the AcrobatNGLENableTool and running it from Terminal.

·         Sign in loop-Acrobat repeatedly prompts for sign-in

·         Error code generated upon installation

 

 

 

For more resources on renewing your Adobe license, using Adobe Creative Cloud, Adobe Acrobat and Adobe Creative Cloud Troubleshooting, please see the links below.

 

 

·       FAQ Adobe Enterprise annual license for faculty, staff, and students

·       How to Renew the Adobe License Instructions

·       Adobe Enterprise Login and Product Installation Instructions

·       Basic Troubleshooting Steps for Adobe Applications

·       Alternate Adobe Acrobat DC Pro Installation Instructions

·       Information on Adobe Enterprise Cloud Storage