Open the Trend Micro antivirus software.
Last updated on
30 September 2022
Error: We can’t verify your subscription status
On launching Acrobat, you're prompted to sign in. While signing in, the below error message is displayed, especially when Trend Micro antivirus version 15.0 or earlier is installed and activated on your computer.
Reason: The error occurs with older versions (15 or earlier) of Trend Micro as they restrict certain operations performed by Adobe Acrobat’s protected mode.
To fix the error, try the solutions in the order they appear below.
Solution 1: Update Trend Micro to version 16 or later
Update Trend Micro antivirus to version 16 or later. You can update Trend Micro from within its UI or from the website https://www.trendmicro.com.
Solution 2: Add Acrobat as a trusted application in Trend Micro
If updating Trend Micro doesn’t work, add the location of the Acrobat application's executable file in the exception list or trusted application list of Trend Micro antivirus. Follow the steps below.
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Click Open The Main Console, and then click Device.
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To modify the Security Settings, click Configure.
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In the Protection Settings window, click Exception Lists.
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Click Add. In the Add an item pop-up dialog, browse to the folder containing the Acrobat.exe file, and then click OK.
- Acrobat (32-bit) folder path: C:\Program Files (x86)\Adobe\Acrobat\Acrobat
- Acrobat (64-bit) folder path: C:\Program Files \Adobe\Acrobat\Acrobat
Acrobat is now added to the exception list of Trend Micro.
- Acrobat (32-bit) folder path: C:\Program Files (x86)\Adobe\Acrobat\Acrobat
Solution 3: Disable Acrobat’s protected mode
If the above solutions don't work, follow the steps below to disable Acrobat's protected mode.
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Quit Acrobat, if it's already running.
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Download the registry file given below.
Download
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Extract the contents (.reg file) of the downloaded file.
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Double-click the AdobeAcrobat_PMOff.reg file.
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In the dialog box that appears, click Yes to continue and then click OK.