Can’t verify your subscription status | Acrobat, Trend Micro Antivirus

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.

Error We can’t verify your subscription status

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.  

  1. Open the Trend Micro antivirus software.

  2. Click Open The Main Console, and then click Device.

    Click Device in the main console

  3. To modify the Security Settings, click Configure.

    Configure the Security Settings

  4. In the Protection Settings window, click Exception Lists.

    Add to exception list

  5. 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 DC\Acrobat
    • Acrobat (64-bit) folder path: C:\Program Files \Adobe\Acrobat DC\Acrobat
    Add exception

    Acrobat is now added to the exception list of Trend Micro.

Solution 3: Disable Acrobat’s protected mode

If the above solutions don't work, follow the steps below to disable Acrobat's protected mode.

  1. Quit Acrobat DC, if it's already running.

  2. Download the registry file given below.

    Download

  3. Extract the contents (.reg file) of the downloaded file.

  4. Double-click the AdobeAcrobat_PMOff.reg file.

  5. In the dialog box that appears, click Yes to continue and then click OK.

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