UH Adobe ETLA Program


GENERAL FAQs

  • Who is eligible to participate in this program?
    Adobe accounts are provided free of charge to active UH faculty and staff. These are user-based accounts registered under the person's UH email address. UH Departmental email addresses are not eligible for this program.
  • Why is this being provided to UH faculty and staff?
    The University of Hawaii is committed to ensuring that campus computing and information resources are accessible to disabled students, faculty and staff. Therefore the Acrobat Pro DC software is being provided to UH faculty and staff to have the tools to remediate, generate and maintain ADA complaint PDF files.
  • When is the UH Adobe ETLA valid until?
    The current UH Adobe ETLA contract is valid for a 3-year duration ending on November 27, 2024.
  • How many installations does the account provide?
    A single user with an account may install and license Acrobat Pro DC on up to (2) computers at any given time. If Acrobat is installed on a 3rd machine, it cannot be activated until 1 of the 2 prior installations have been un-licensed.
    - To license the software: Sign In to Acrobat with your Adobe Account.
    - To un-license the software: Sign Out from Acrobat (Help -> Sign Out).
  • Are computer labs/student worker machines on campus eligible for Acrobat Pro DC?
    Yes, as long as the computer lab/student worker machines are on campus, these computers are eligible. Please email your request to sladmin@hawaii.edu with 1) the computer lab/office location, 2) number of licenses needed and 3) which software installer is needed (Mac/Windows).
  • What are the system requirements for Acrobat Pro DC?
    Visit: https://helpx.adobe.com/acrobat/system-requirements.html
  • How do I get the Acrobat Pro DC installation software?
    If you have an Adobe ETLA Account from UH, you can download the appropriate installer from the following site:
    https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html
  • How do I license Acrobat Pro DC?
    When starting up Acrobat Pro after the installation, you will be asked to Sign In.
    1. Enter your UH email address (username@hawaii.edu) in the Adobe Sign In screen and click on "Continue".
    2. Select the "Company or School Account" option.
    3. The UH login screen will appear next. Enter your UH account information (UH username and password) to license the software.
    - To license the software: Sign In to Acrobat with your Adobe Account.
    - To un-license the software: Sign Out from Acrobat (Help -> Sign Out).
  • Does this account provide access to Adobe Sign?
    Unfortunately the Sign service is not included with the Acrobat Pro DC software.
  • How can I create/use a digital signature to use with Acrobat DC?
    Create a Digital ID in Acrobat DC
    Using a Digital Signature in Acrobat DC

TROUBLESHOOTING

  • I submitted a request for a UH Adobe account but it says, "According to our records, you've already requested an Adobe Acrobat DC Account." What should I do?
    The request page on the ITS website is specifically for UH faculty/staff that are requesting for a new Adobe account. If you have requested for an Adobe ETLA account in the past, an account has most likely been already created for you. Users are not able to request for an additional account, or re-request for an exiting account.
  • I submitted a request for a UH Adobe account but it says, "According to our records, you are ineligible (UH faculty or staff only) to request for an Adobe Acrobat DC Account." What should I do?
    The request page on the ITS website is specifically for active UH faculty/staff. If you have logged in with a UH departmental email account, or if you are a UH student with no UH faculty/staff affiliation, then you are not eligible for an UH Adobe ETLA Account. If you do have the correct affiliation and have encountered this message, please email sladmin@hawaii.edu for additional assistance.
  • The product I received says Acrobat Pro DC (Desktop ONLY). Can this be installed on a laptop too?
    The software can be installed and run on desktops or laptops. The software is named "Desktop ONLY" since this is a locally installed version of Acrobat, with no online services included.
  • What do I do if I get an "Access Denied, "Acrobat Trial" or "Subscription Expired" message?
    Signed out from all of the following locations:
    1. Acrobat Pro (Help --> Sign Out)
    2. Any other Adobe products (e.g. Creative Cloud) that you may have on your computer.
    3) Visit Adobe.com; if you see "Sign Out" in the top right corner, click on this to sign out.
    Once you are completely signed out, start up the Acrobat software and sign in (Help -> Sign In).
  • Signing in/out does not help and I still receive an error message.
    Try to Sign out from Acrobat and reinstall the software again. Make sure that you do not have any other or older versions of Acrobat on your computer. Uninstall all Acrobat software (Reader does not need to be uninstalled) and reinstall Acrobat Pro DC. UH, you can download the appropriate installer from the following site:
    https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html
  • I no longer need Acrobat on a computer that I've installed and signed in to. What do I do?
    The first thing to do is make sure the software is no longer licensed or activated. To do this, start up the software. Go to "Help" in the menu and select "Sign Out." Then uninstall Acrobat if it is no longer needed on this machine.
  • What do I do if I am unable to unlicense an installation (due to remote work, hard drive failure, reformatted computer, etc.)?
    If for any reason you are not able to sign out from an installation and need to free up your (2) installs allotted to your account, you will need to contact Adobe Support directly. They can be reached at 800-685-2950 or ecs@adobe.com, 24x7.
  • When converting a file to PDF, a window appears saying, "There was an error opening this document. You need to be connected to the internet and signed into Acrobat to use this feature. Please check and retry."
    Check to see if the option, "Use Adobe Create PDF cloud service" is selected (towards the bottom of the window) when choosing a file to convert to PDF. Unselect this option and you should now be able to open the file in Acrobat.

If there are any other questions regarding this program, please contact the ITS Site License Office at (808) 956-2404 or email: sladmin@hawaii.edu.