"Open in Adobe Acrobat" Missing in SharePoint.

I would also really love to know the resolution to this, if there is one. I have a similar problem.

Hi Chris Coletti, 

I hope you're having a great day!

I just wanted to check in regarding the issue we discussed earlier. If you encountered any challenges with resolving the issue, please feel free to let me know.

I'm here to support you, so don’t hesitate to reach out if you need any further assistance.

Thank you & Best regards, 

Tamara-Hu - MSFT | Microsoft Community Support Specialist.

I have contacted MS so if I manage to get the solution I will be sure to post it here for anyone else to use if they get the same issue.

Hello, 

Thank you for your detailed response. 

Based on your description, it appears this issue may require further investigation from the Microsoft Technical Support team. This is due to the following reasons: 

• All possible configurations and settings have already been thoroughly reviewed on your end
• The issue is isolated to a single user, despite identical configurations across the rest of the user base

A Technical Support Engineer can perform a remote session to investigate the situation, verify the backend configurations, and run any necessary synchronization tools to resolve the problem. If the issue requires further attention, they can escalate it to a specialized team for deeper analysis. 

Here’s what your Office 365 Global Admin should do next:     

1. Submit a Service Request: The Global Admin should create a service request with Microsoft support to get advanced technical assistance and diagnostics. For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin.
2. Find Your Microsoft 365 Admin: If you’re unsure who the Global Admin is within your organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support.

I recommend you collect these information below and attach them in your request to fasten the progress: 

1. Screen recording (screenshot or video recording) of the issue.
2. Network log when reproduce issue (How to collect a network trace | Microsoft Learn).

About the confirmation you need: 

Does Adobe's SharePoint integration require a backend token/session issued after a specific user action? 

Yes, very likely. Adobe’s integration with SharePoint and OneDrive relies on session-based authentication and user consent flows. So, if a user hasn’t triggered that handshake (e.g., by never visiting Adobe’s cloud services), the integration may not initialize properly. 

Reference: Configure the SharePoint Integration | Adobe Workfront 

Is there a known delay or caching mechanism involved when new users are assigned the integration? 

Yes, up to 48 hours. Adobe explicitly states that Microsoft’s caching infrastructure can delay the visibility of the Adobe Acrobat integration in SharePoint and OneDrive by 24–48 hours after deployment. This applies whether the app is deployed to individuals or tenant-wide. 

Reference: Deploy Adobe Acrobat for SharePoint and OneDrive 

Feel free to reply if you need any further assistance. Thank you again for reaching out to us. 

Best Regards,   

Tamara-Hu- MSFT | Microsoft Community Support Specialist.

Dear Tamara,

Thank you again for your previous response and for outlining the steps to investigate the missing “Open in Adobe Acrobat” option in SharePoint Online for one of our users.

We’ve now tested all recommended areas and would like to provide a detailed update:

Provisioning & Assignment

• The affected user is fully provisioned for SharePoint Online and OneDrive, both of which are actively in use.
• They are directly assigned to:
  • Adobe Acrobat for Microsoft 365 (via Microsoft 365 Admin Centre – targeted deployment).
  • Adobe Document Cloud (via Entra ID – with Default Access role).

Browser Configuration (Edge)

• "Always download PDF files" is already turned off (edge://settings/content/pdfDocuments).
• Pop-ups have been allowed for:
  • *.adobe.com
  • *.sharepoint.com
  • *.microsoftonline.com
• The Adobe Acrobat browser extension is installed and enabled in Edge.
• No conflicting security extensions are present.

Default PDF Application

• Adobe Acrobat Reader is correctly set as the default app for PDF files on the device.
• However, there is no option shown within Adobe Reader for “Set as default PDF handler,” the version I am using is Continuous Release 2025.001.20531. Adobe Acrobat Reader

What’s Unclear / Unexpected

• Despite meeting all configuration and assignment conditions, User does not see the “Open in Adobe Acrobat” option in SharePoint, even after:
  • Reinstalling the extension,
  • Signing into https://documentcloud.adobe.com,
  • Clearing cache,
  • Trying in a clean browser profile,
  • Signing in on a different machine.

Meanwhile, I do see the option — despite having:

• No Adobe Acrobat app assignment
• No Entra ID or Microsoft 365 deployment listed under Adobe apps

This suggests that the “Open in Acrobat” button may not be strictly governed by direct app assignments and might instead be tied to Adobe’s own service-linked caching or a user-triggered prompt that some accounts receive and others do not.

Working Theory

We believe the issue may lie with:

• A missing or delayed service-side activation from Adobe's end for this specific user.
• Or a non-persistent Adobe/SharePoint handshake that only triggers in specific conditions (e.g., post-authentication in the browser, prior acceptance of Adobe web integration).

Request for Clarification

Can you confirm:

• Whether Adobe's SharePoint integration requires a backend token/session that is only issued after a specific user action (e.g., visiting Adobe Document Cloud)?
• Whether there’s a known delay or caching mechanism involved when new users are assigned the integration?

We're happy to test any additional diagnostic steps or log collection processes you may recommend.

Thanks again for your ongoing support.

Kind regards,
Chris Coletti