Manage Acrobat DC licenses in an Enterprise environment

To help large enterprises optimally manage their volume licenses, Adobe provides a command-line tool called Adobe Provisioning Toolkit Enterprise Edition (APTEE), simply referred as PRTK tool. With PRTK, administrators can conveniently serialize or reserialize an installed product deployed in their organization.
Here are some scenarios in which the PRTK tool helps administrators manage the licensing requirements of Acrobat deployments in an enterprise:

• License a trial version without reinstalling on physical machines
• Reserialize Acrobat with a different serial or change the product key in case the original serial key has expired
• License Acrobat DC on Citrix or imaged OS (serialized) deployments
• License Acrobat DC on imaged OS (named user) deployments
• License the application on a Terminal Server
• Serialize Acrobat using a Creative Cloud license
• Deactivate the current license and reserialize the application for the entire organization
• Eliminate invalid activation prompts in a Citrix environment when multiple users try to access Acrobat at the same time

Let’s now look at a few of these scenarios more closely and see how you can use the PRTK tool.

Scenario 1: Deployment on physical machines

In this scenario, you need to download the installer, create a package, and deploy Acrobat on all the computers.

In case there is any break in serialization, create a prov.xml file on any machine and use the PRTK tool to serialize the affected machines using the commands mentioned in the <Run the PRTK commands> section.

Scenario 2: Deployment on Citrix or imaged OS (serialized)

In this scenario, you need to download the installer and create a package. Do not serialize using the customization wizard. Use only the PRTK tool to serialize the machines.

If you intend to create a golden image of your machine for imaged OS deployment, make sure that you launch Acrobat at least once for a minute after the serialization is done. This step must be performed before you create an image.

In case the licensing is lost when a user logs out from the machine, it is advisable to create a batch file of the PRTK commands and run the batch file with the startup script so that Acrobat is activated at every user login. Make sure that both the files are at a location where the user has read/write access.
An example of a startup script is given below:

Start /W
C:\Program Files (x86)\Adobe\Acrobat Customization Wizard DC\adobe_prtk --tool=VolumeSerialize --generate --serial=0000-0000-0000-0000-0000-0000 --leid=V7{}AcrobatESR-12-Win-GM --regsuppress=ss -–eulasuppress 
C:\Program Files (x86)\Adobe\Acrobat Customization Wizard DC\adobe_prtk --tool=VolumeSerialize --provfile=prov.xml --stream
:End

Scenario 3: Deployment on imaged OS (named user)

In this scenario, it is mandatory to install Acrobat DC via below mentioned command line.

Setup.exe /sALL /msi ROAMIDENTITY=1 ROAMLICENSING=1

For more details, refer the doc: https://www.adobe.com/devnet-docs/acrobatetk/tools/AdminGuide/licensing.html?highlight=roaming#imaged-os-deployments-named-user

Note: In this case, launching Acrobat is not required on the master image.

An important prerequisite to note before a deployment in this environment is that the  <user>/appdata/Roaming folder, as well as the HKCU hive, must sync to the VM instance on which the user logs in.

In case there is a licensing failure, check whether the following registry keys are enabled and the values are set as 1 on the master image. If not, create the key and set the value as 1.

[HKEY_LOCAL_MACHINE\SOFTWARE\Adobe\Licensing\UserSpecificLicensing]
"Enabled"="1"
[HKEY_LOCAL_MACHINE\SOFTWARE\Adobe\Identity\UserSpecificIdentity]
"Enabled"="1"

Other common human errors leading to licensing failure

A few other common scenarios of licensing failure include an incorrect usage of the PRTK tool, incorrect usage of LEIDs in the command line, syntax errors while executing the PRTK command, and deploying Acrobat on unsupported environments. Below is a list of some of these scenarios that you must address to license the software:

A. Serialize Acrobat using a Creative Cloud license

In this case, make sure that you use the Creative Cloud Enterprise LEID with the Creative Cloud serial number in the PRTK tool. The LEID (licensing identifier) helps identify the product uniquely. For example, if the product name is Acrobat DC Continuous and it is installed in Mac OS, the LEID is V7{}AcrobatCont-12-Mac-GM.

B. Unsupported environments

A prerequisite for deploying Acrobat is to check whether your server environment is supported. You can check the list of supported and tested virtual environments at https://www.adobe.com/devnet-docs/acrobatetk/tools/AdminGuide/v_overview.html

Acrobat installers and respective LEIDs: You will require entering the correct LEID for your product and operating system. Note that Acrobat Classic LEID for macOS and Windows are different and cannot be replaced with the Acrobat Continuous macOS or Windows version. Similarly, the installer for Classic and Continuous versions are also different. Select the appropriate Acrobat DC LEID you installed from the list below:

DC Continuous Track

  • Windows
    V7{}AcrobatCont-12-Win-GM
  • Mac
    V7{}AcrobatCont-12-Mac-GM

DC Classic Track 2017

  • Windows
    V7{}AcrobatESR-17-Win-GM
  • Mac
    V7{}AcrobatESR-17-Mac-GM

DC Classic Track 2015

  • Windows
    V7{}AcrobatESR-12-Win-GM
  • Mac
    V7{}AcrobatESR-12-Mac-GM

Refer to the following doc for Acrobat LEIDs:

https://www.adobe.com/devnet-docs/acrobatetk/tools/AdminGuide/identify.html#licensing-identifiers-leid

You can download Acrobat DC from the following locations:
Continuous: https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html
Classic: https://helpx.adobe.com/acrobat/kb/acrobat-dc-classic-downloads.html

C. Run the PRTK commands

Executing the PRTK tool correctly for serialization involves two steps – creating a license file and applying the license file.

Create a license file 

  1. You can download the PRTK tool from the Admin Console. If you do not have access to the console, contact the enterprise admin of the organization.
    You can also download the PRTK tool directly from https://helpx.adobe.com/creative-cloud/packager/provisioning-toolkit-enterprise.html
  2. Open the command prompt as Administrator and navigate to the location of the PRTK tool.
    For example, type the following command and press Enter.

    cd C:\Program Files (x86)\Adobe\Acrobat Customization Wizard DC\
  3. On the command line, generate the prov.xml file on the machine connected to the Internet by typing the following command:

Syntax:

adobe_prtk --tool=VolumeSerialize --generate --serial=<serialnum> --leid=<LEID of product> --regsuppress=ss --eulasuppress

For example:

adobe_prtk --tool=VolumeSerialize --generate --serial=0000-0000-0000-0000-0000-0000 --leid=V7{}AcrobatESR-12-Win-GM --regsuppress=ss –eulasuppress

Note: There are two dashes before tool= and leid=.

After you press Enter, the command line should display return code=0, which means that the command has run successfully.
If the return code is not 0, serialization is unsuccessful. The error codes reported in such a case are listed in the article https://helpx.adobe.com/creative-cloud/packager/provisioning-toolkit-enterprise.html

From the above step, we get the prov.xml file in the same folder as adobe_prtk.exe.

Apply the license file

  1. You need to run the license file (prov.xml) created in the above step on the end user machine.
  2. Copy prov.xml and adobe_prtk.exe in a folder on the end user machine. For example: C:\AdobeLicense\
  3. Open the command prompt as Administrator and navigate to the location where prov.xml and adobe_prtk.exe have been copied.
  4. Type the following command
    adobe_prtk --tool=VolumeSerialize --provfile=<Absolute path to prov.xml> --stream

    If the command line shows return code=0, it indicates that the command has been successfully run. This command is usually run on offline machines (with no Internet access) and takes care of the activation and suppresses the sign-in prompt.

Following the above-mentioned steps will help you easily reserialize Acrobat on the affected machines. In case you still face issues, collect the log files and send them to technical support for further analysis as mentioned below.

Note: For a list of PRTK commands please refer: http://www.adobe.com/devnet-docs/acrobatetk/tools/AdminGuide/cmdline.html?highlight=prtk#prtk-example-for-dc-products

Advanced troubleshooting

Fixing the licensing issues requires a sound understanding of common mistakes and where to look for them. This can be especially challenging in a continually changing environment with new virtual infrastructures and new products or versions of products being deployed.

The following logs are required for further analysis of the licensing failure and the issue needs to be diagnosed on a case-to-case basis.
The location of the logs is the user temp directory.
Go to Start > Run > %temp% or navigate to C:\Users\<username>\AppData\Local\Temp and find the following files:

1. Amt3.log
2. Swtag.log
3. Oobelib.log
4. PDApp.log

Enterprise organizations have several ways to deploy Acrobat DC. These options are not mutually exclusive, but each has implications for enterprise users and their supporting IT staff. Contact Enterprise Support through the Adobe Admin Console if you need further assistance or have questions.