FAQ - Adobe account

It is not possible to use functional or NON-RWTH email address for creating an Adobe account. Please change your RWTHcontacts entry accordingly. Your entry can be changed by your institute in the RWTH Person Directory.

It is not a problem. If you use egal@rwth-aachen.de for the login, you are forwarded to an intermediate step. Here please choose Company or School Account.

When your account is deleted, the cloud files you shared and created can no longer be accessed. If the account is reactivated with the same email address within 30 days, your cloud files will also be available again. After 30 days, all files are permanently deleted.

If you submit a deletion request to Adobe, your data will be completely deleted within 30 days. Without a deletion request, your data is automatically deleted after 48 months of inactivity.

• Adobe Acrobat pro DC exists at RWTH as part of the license agreement with Adobe.
• However, as the servers for the service are located in the USA and this is cloud-based (therefore not permitted), an on-premise version must be used.
• Acrobat pro DC must be downloaded and installed on the computer for use.

Yes, users who already have a NUL can log in on a computer with a SDL.

In this case though, both NUL and SDL are used.

You can use the Adobe Remote Update Manager (RUM) to provide the updates. This manager is not suitable for checking the available updates though.

Please see an example of a check using the windows command line prompt below:

C:\Program Files (x86)\Common Files\Adobe\OOBE_Enterprise\RemoteUpdateManager\RemoteUpdateManager.exe

Output:

**************************************************

Following Acrobat/Reader updates are applicable on the system :

                 (AdobeAcrobatDC-20.0)

**************************************************

**************************************************

*** Installing (AdobeAcrobatDC-20.0) ...

*** Successfully installed (AdobeAcrobatDC-20.0) but system reboot is required...

**************************************************

For more information about the configuration and usage of the RUM see:

https://helpx.adobe.com/de/enterprise/admin-guide.html/de/enterprise/using/using-remote-update-manager.ug.html

Adobe creates PDapp.log. file during the installation. You can find this file in the TEMP register (Windows: C:\Windows\Temp; macOS: /private/var/root/Library/Logs).

For more information about this file and error codes it contains see:

https://helpx.adobe.com/enterprise/kb/troubleshoot-install-uninstall-errors-ccp.ug.html#main-pars_header_1700145569

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

For information about alternatives for Adobe products see:

https://doku.lrz.de/display/PUBLIC/Adobe+Alternativen

The most frequent reason for installation problems is a conflict with a running process. Please make sure that all Adobe applications, Office applications and browsers are closed during the installation. As Add-Ins for some other programs are being installed during the Adobe installation, the process may be canceled if one of these programs is running.

If a problem persists, please provide us with the complete log data of the device in question. Please use the Log Collector Tool to gather all the log data and attach the generated .zxp-data to your inquiry that you send to the IT-ServiceDesk.

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

When using the installation without self-service, all licensed Adobe applications are installed automatically. This package is currently approximately 30 Gigabytes large and can be slow to install on some systems.

Further information can be found here.

That means that you have logged in with your private Adobe ID. Please try to log out and log in again. Please follow the steps described under "Login" during the login. If you do not need your private Adobe ID, you must delete it yourself.

In this case, an Adobe account has not been created with you primary e-mail address. Please check you address as described here and send us the right e-mail address.

You can only use the Creative Cloud Desktop, if you have installed All Apps package with Self-Service. Other packages (All Apps without Self-Service and Acrobat Pro DC) do not provide access to the Creative Cloud Desktop app. All licensed products are installed here so that you do not have to use Creative Cloud Desktop to use them.

The reason for the message is disabling of an online service for the RWTH license that the link Download Acrobat DC Pro forwards to. Please use the installation files provided on the download server.

• I get the error message "Installation Failed. Please refer to PDApp.logg for more information." What should I do?

Please close the browser and all office applications before installation.

This is a known problem, where the Adobe installation file can be blocked on macOS.

An exception for Adobe must be set up. To do this you should choose the Apple menu, then "System Settings", click "Privacy & Security"  in the sidebar, then go to "Security". (You may need to scroll down to find the app.) Once you have set up the exception, Adobe can be installed normally.

Information about this process can be found in the Apple manuals.

• Why do I get the error message in SeviRe "An error occurred while assigning the licence. { "message": "Illegal to invite user from another organisation's owned auth src" }
  If you receive this error message, the domain Adobe is not known. Please send an email with the domain to servicedesk@itc.rwth-aachen.de

The Campus license programme includes Software Assurance which allows the user to install up to 4 virtual OSEs on a licensed machine or 4 virtual OSEs on an enterprise VDI which can be accessed via remote.

Please make sure that

• the license is still valid and you have purchased the correct license for the current license period.
• the license is not already in use elsewhere.
• you are connected to the RWTH network.

If you still cannot use the licenses, contact the IT Service Desk, along with the order confirmation, error message and the following information:

• time
• computer name / host name
• operating system
• IP address
• user name of the failed license access attempt.

Please include the the order confirmation and a screenshot of the error message you receive.