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dond12649172
Known Participant
March 18, 2016
Answered

ADOBE STILL SUCKS!!!

  • March 18, 2016
  • 1 reply
  • 755 views

A member locked the previous thread because they thought I was not being very nice. It is true that I was not as polite as I normally am.

How would you feel if after hours and hours you tried to get an issue resolved to then go back and reinstall a previous version and then have ADOBE not honor the license.

I am sure this will get shut down to

This topic has been closed for replies.
Correct answer Dave Merchant

Enterprise licensed products are automatically registered to the purchaser via the CLP/TLP storefront (now replaced by VIP/ETLA) and appear on the Volume Licensing Website, so if Customer Care say the Acrobat XI Pro license never existed in your account then it's not legitimate. I'm not saying why that is, but of course Adobe won't help you install a product you can't prove you legally own. Hence you need to talk to Customer Care - not about the technical issues with Acrobat DC, but about where you bought the Acrobat XI license and why it's not showing in the database. As I'm sure you appreciate, software volume keys are often abused by hackers and illegal resellers (e.g. by giving the same key to several customers), so Customer Care is rightly suspicious when someone complains their serial won't validate.

If you need a working copy of Acrobat XI Pro urgently to complete your tax return, then you can simply install the trial version from ProDesignTools - it will work for 30 days. Run the Acrobat Cleaner Tool first to remove all traces of the DC installation.

1 reply

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Dave Merchant
Legend
March 19, 2016

This public Community does not handle customer account issues for obvious reasons. You were asked for specific information about the vendor by an employee in your previous thread and did not provide it, in addition the information you did quote brings into question the validity of your previous purchase. This can only be resolved by talking privately to Customer Care, as they need to see your serial numbers and purchase records. Posting a serial number on a public website was utterly dumb, and may well result in it being revoked. If Customer Care validate your purchase then they can help you reinstall it, if they decide it's fake they will refuse. Nothing surprising about that.

To clarify the situation: Adobe does not sell previous versions of its products through the website or the Enterprise chain (resellers sometimes have legacy stock for a while, but this has changed with the subscription model for Acrobat DC). Technical support for any particular version of Acrobat runs for 5 years - Acrobat Pro XI is supported until 2017, see Adobe products and technical support periods covered under the new Lifecycle Policy.‌ The employee responding to your previous thread did not in any way imply that you weren't allowed to reinstall Acrobat XI, and was attempting to help but your attitude was simply not acceptable.

I have moved this thread to the dedicated Enterprise forum, but as I said above you will not get a resolution on a public forum.

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    dond12649172Author
    Known Participant
    March 19, 2016

    Let me give a little background on why I was so irate and not as agreeable as I normally am.

    1) My laptop crashed, so we wiped the laptop and reinstalled windows 7 - Not an Issue of Adobe at all.

    2) We reinstalled Adobe Acrobat Pro XI Full Version Commercial with Volume License. It would not validate.

    3) We called Adobe Technical Support After multiple times of explaining the situation to multiple individuals they told us to upgrade to Adobe DC

    4) We purchased Adobe DC and installed. Because our Accounting Suite does not yet support Adobe DC the Document Management Software portion of our accounting suite keeps crashing.

    5) We called Adobe and Adobe said the issue was with our accounting suite, we called our accounting suite provider and they said the issue was with Adobe.

    6) So we have both companies pointing the finger at the other and we are getting no place.

    7) We tried to uninstall DC and go back to Adobe Acrobat Pro XI Full Version Commercial with Volume License and Adobe will not allow it to be registered.

    Do you not think that I had already tried going through customer service? I escalated the situation through technical support and their response was to upgrade to Acrobat DC. I tried to explain to the employee that we had purchased the Full Version Commercial Adobe Volume License and he told me that I was incorrect. So yeah after multiple hours and then having the individual tell me that I didn't know what I had I was irate! The site license was already invalidated by Adobe even though we had purchased it. So yeah I posted it so he would know that I wasn't making this whole thing up and just blasting adobe for no reason.

    I only posted to the forum as a last ditch effort to get the Adobe employees to respond. I know the tech support runs for 5 years and Acrobat Pro XI is supported until 2017! That is why I am so frustrated, they won't validate the license that I paid for.

    Don't think that I just arbitrarily posted to the adobe forum because I have nothing better to do. It is tax season and I have very limited time as a CPA and Partner of my firm.

    I even had my IT Company call Adobe and we went through the entire problem with technical support and their solution was to upgrade to Adobe DC.

    So now I hope you can understand why I have been so frustrated as this has been going on for months and months before I ever posted anything to the Adobe Forum.

    D
    Dave MerchantCorrect answer
    Legend
    March 19, 2016

    Enterprise licensed products are automatically registered to the purchaser via the CLP/TLP storefront (now replaced by VIP/ETLA) and appear on the Volume Licensing Website, so if Customer Care say the Acrobat XI Pro license never existed in your account then it's not legitimate. I'm not saying why that is, but of course Adobe won't help you install a product you can't prove you legally own. Hence you need to talk to Customer Care - not about the technical issues with Acrobat DC, but about where you bought the Acrobat XI license and why it's not showing in the database. As I'm sure you appreciate, software volume keys are often abused by hackers and illegal resellers (e.g. by giving the same key to several customers), so Customer Care is rightly suspicious when someone complains their serial won't validate.

    If you need a working copy of Acrobat XI Pro urgently to complete your tax return, then you can simply install the trial version from ProDesignTools - it will work for 30 days. Run the Acrobat Cleaner Tool first to remove all traces of the DC installation.

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