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Fix Send and Track in Outlook Not Working with Acrobat 2020

Khadija Khan Oct 23, 2026 869 views

Question details

Users are experiencing an issue where the Adobe Acrobat 2020 Send and Track add-in fails to work within Microsoft Outlook for specific Adobe IDs.

How to Fix Send and Track in Outlook Not Working with Acrobat 2020

Product: Adobe Acrobat 2020 and Microsoft Outlook
Device & OS: Windows
Scenario: Attempting to use the Send and Track feature in Outlook to send PDF files through an Adobe account.
Observed behavior: The feature fails for specific Adobe IDs, often accompanied by sign-in problems, failed Acrobat updates, and repeated license prompts, while working fine under different user profiles.

Before you start

Ensure that both Microsoft Outlook and Adobe Acrobat 2020 are updated to their latest versions, and verify your network connection before troubleshooting account identity issues.

Solution 1Recommended

Test Your Adobe ID on a Non-Domain Computer

Isolate the issue by testing the problematic Adobe ID on an independent computer outside of your workplace network domain.

Sign-in and licensing issues can sometimes be caused by strict firewall rules or group policies on a domain network, or by a corrupted local Windows profile. Testing on a clean, non-domain machine helps determine if the issue is tied to the network environment or the Adobe account itself.

Prepare a test machine

Log into a separate Windows computer that is not connected to your workplace domain network.

Install Adobe Acrobat

Perform a clean installation of Adobe Acrobat 2020 on this test machine.

Sign in with the affected ID

Open Acrobat and sign in using the specific Adobe ID that is experiencing the Send and Track issue.

Test the feature

Configure Microsoft Outlook with your email and try using the Send and Track add-in to see if the error persists.

Test Your Adobe ID on a Non-Domain Computer

Account Security: If you need to contact Adobe Support with your test results, provide the affected and working Adobe IDs via private message. Never post your account credentials publicly.

Solution 2

Clear Credentials and Reinstall Acrobat

Clear corrupted account data and refresh the application files to fix persistent licensing prompts.

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Frequently Asked Questions

Why does Send and Track only fail for specific Adobe IDs?

The issue is often tied to identity corruption, issues with the local Windows user profile, or specific subscription entitlement errors on Adobe's servers rather than a global software glitch.

Can a Windows domain network block Adobe Acrobat features?

Yes, strict firewall rules, proxy settings, or group policies on a domain computer can block the communication required for Acrobat's Send and Track feature to authenticate properly with Adobe servers.

How do I safely provide my Adobe ID to support?

You should only provide your Adobe ID through private, secure channels when requested by an official support agent. Never post your email address or password on public community forums.

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