Adobe: Access Denied Error Message

Individuals that have purchased a subscription to Adobe Acrobat Pro or Adobe Creative Cloud through Duke may experience an error indicating "Access Denied" despite having a current license.

 

Error

   

 

Causes

   This can be caused by several factors, listed in order of frequency

Cause:

  • The "sign in" button in the top-right corner of Adobe Acrobat Pro was clicked.  This Sign In button is for cloud services for which Duke is not licensed, and therefore access is actually denied to that even though the application should still be fully functional.

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Solution:

If you receive this error message, it is best to make sure that you can sign in properly.  Make sure to sign in via the help menu within the application using the enterprise ID instructions to sign in with your netID. 

Cause: 

  • A user who only has a stand-alone license for Acrobat Pro DC is going to Adobe.com to sign into Acrobat. That process is for Creative Cloud entitlements only.

Solution: 

Cause: 

  • The user is attempting to sign in with something other than their netID@duke.edu (or is literally using "netID@duke.edu"). 

Solution:

  • To sign into enterprise Adobe accounts, the user must use their netID@duke.edu, per the instructions that are sent out after ordering- no variation on this will work. Here are some instructions that may be helpful. https://oit.duke.edu/help/articles/kb0025353

Cause: 

  • A user is attempting to access cloud services or mobile apps that are not enabled for Duke accounts. 

Solution: 

  • Cloud Services and Mobile apps are not currently included with Adobe accounts at Duke. The license is for the desktop apps only. Below is a list of services that are not currently included with Adobe accounts at Duke. 
  • Stock
  • Color
  • Typekit Fonts
  • Creative Cloud Libraries
  • Creative Cloud Market
  • Cloud storage
  • File Sync
  • Behance
  • Portfolio
  • Spark

 

Article Number: KB0025689