Participant

Question

Paid copy of Adobe Professional V 12

Forum|Forum|7 years ago
June 18, 2018
5 replies
2073 views

We purchased, own and have a serial number for Adobe Professional Reader V 12. It has always worked fine until now. When I try to click on "organize pages", instead of going to to the page screen to organize the pages, it sends me to an Adobe web page that tries to get me to select a monthly subscription. Other features seem to work normally when working on a document.

This topic has been closed for replies.

AnandSri

Community Manager

Hello Claym,

Sorry for the trouble, I have checked the records with your current Adobe ID, and found that you have a license of Acrobat Pro- Perpetual DV(version 12) Educational registered with your Adobe ID(email).

With the perpetual license, the Document cloud services are not available, you will only be able to use the free 5 GB Document Cloud space.

As mentioned by Andi and Jane, try sign out and sign back in Acrobat using your current Adobe ID and password. Reboot the machine once and check.

Make sure that you are trying to organize the PDF feature using Acrobat Pro only, as the feature is not available in Adobe Reader.

If the issue persists, please use Acrobat cleaner tool to remove Acrobat Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Reboot the machine and install Acrobat back from Download Pro or Standard versions of Acrobat DC | Non-subscription and use the serial key you have to activate the license and check.

To get the details of your serial number, refer to Find your serial number

Let us know how it goes and share your findings.

Regards,

Anand Sri.

[Edited response]

jane-e

Community Expert

AnandSri ,

For those of us who are answering questions, and yet have never heard of Acrobat 12, can you clarify details for us?

Is it the Asia Pac? Something else?

AnandSri

Community Manager

Hi Jane-e,

Acrobat DC for a perpetual educational license will always reflect as Acrobat 12 in the records(Adobe internal tool to check user's record with Adobe ID/email).

Asia Pac is the language pack which the user purchased that is Asia Pacific Language.

Hope I was able to clarify the query.

Thanks,

Anand Sri.

T

Test Screen Name

Legend

The Help > About just says Adobe Acrobat DC, not Acrobat Pro DC? Or are you looking somewhere else, like the Programs Control Panel?

Anyway, having Reader and Acrobat Pro or Standard installed is a sure fire way to end up with this sort of problem. Most of the time, people who get taken to subscribe when the click Organize Pages are accidentally running Reader; this is why it is vital to keep track of which one you are running, and especially to not open PDF files with a double click (which could open it in either app).

C

claym30480045Author

Participant

Ahh. thank you that makes a lot of sense and I will see which one is opening the various forms.

Would it be helpful to uninstall reader and just leave the paid version installed?

jane-e

Community Expert

Check to confirm that you are signed in (upper right). Click My Account... and check your account details.

T

Test Screen Name

Legend

Yes, but I'm asking you to check what it says on screen, not what you were told. Please look in the Help menu for the first About and tell us the name shown (About Acrobat Reader OR About Acrobat Pro), then select it and tell us the exact version shown, something like 2016.123.34344.

T

Test Screen Name

Legend

Please identify the product name from Help > About and exact version. There is no product called “Professional Reader”, it is one of the other.

C

claym30480045Author

Participant

Adobe Acrobat Pro DC paid version.

The technical person at Adobe told me it was "version 12".

jane-e

Community Expert

Also, there is no "Version 12". The numbering went from 1-9, then X and XI, followed by DC for Document Cloud. When you look in Help (Windows) or the Acrobat menu (Mac).

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