Adobe Acrobat or Creative Cloud : Subscription Expired

Adobe Acrobat Pro DC and Creative Cloud accounts licensed through Duke expire annually on October 7th, and users will need to renew their licenses before that date to continue using the software uninterrupted.

To purchase a renewal license: Visit software.duke.edu and order a license for either Adobe Acrobat Pro DC or Adobe Creative Cloud.

If you have already purchased a renewal license, and you are receiving this error, see below.

Problem:

When the old licenses expire, even users that have purchased renewal licenses may receive a message indicating that their licenses have expired.

 OR

Users of Creative Cloud may be prompted to “buy now” or “start trial” as in the screenshot below, or individual apps may display a message stating “Your license has expired.”

 

 

Cause

Duke’s Adobe licenses expire annually on October 7th, and this triggers an event in Adobe’s system to expire all Duke accounts, requiring users to re-authenticate, even if they have already purchased a renewal.

Solution

“Subscription expired” or “Buy Now” error: 

To resolve this issue, sign out and then sign in again via the help menu of Acrobat, or through the help menu of one of the Creative Cloud apps.

To reauthenticate:

Click the “help” menu in the toolbar of Acrobat or one of the Creative Cloud apps

Click “Sign out…(jane123@duke.edu)” (this will be your Duke NetID)

Reopen Acrobat if necessary and you should be presented with the following screen:  

 

 

Enter your NetID@duke.edu in the email address field (ex. jane123@duke.edu) and click “Continue.” Disregard the options to continue with Google, Facebook or Apple.

Please Note: Your full Duke email address will not work (ex. john.doe@duke.edu)

 Click "Company or School Account".

You will be redirected to the Duke Log In page. Enter your NetID and password to log in.

You should now be able to use the software.

If you notice the same “subscription expired” notification in the bottom left of the Acrobat screen after going through these steps, confirm with your local IT administrator that your account has been renewed. To confirm that your subscription is active, please contact the OIT Service Desk

Article Number: KB0025353