Skip to main content
C
colins81141300
Participant
October 6, 2016
Answered

Cant use the support chat on Multiple computers and browsers...

  • October 6, 2016
  • 3 replies
  • 662 views

Original error is getting invalid serial number when trying to install Acrobat Pro 9,

SN is taken from the box - verified in accounts

My main problem is trying to contact someone to deal with this...the only option I can find is to use the support chat

which doesn't work(on multiple computers using multiple browsers). I certainly don't seem alone I this and the use of the forum seems to be the only alternative.

1st time I've had to deal with adobe support and so far I'm going round in circles wasting my time and my clients due to what seems to be a common problem. I've now read multiple forums but I've not seen an answer on being unable to contact support...except CONTACT SUPPORT!!!!!!

This topic has been closed for replies.
Correct answer try67

Contact the UK office again and ask them to verify the s/n. Even if the product is not supported or compatible (Acrobat 9 is only compatible with Windows 7 from the versions you mentioned, and even then it has to be 9.2 or higher), they should still be able to tell you if your s/n is valid or not. If they refuse to collaborate ask to talk to a supervisor.

3 replies

C
colins81141300Author
Participant
October 7, 2016

ok got to the root of the Web Chat issue.

The constant flicking of the progress bar is the page refreshing. This will continue if your in a queue, and while the screen says thank you for being patient it doesn't advise you that you are being queued and may have to keep the page until the next agent becomes available..this is meant to only be a few minutes but I'm about 45 minutes in and still waiting

try67
Community Expert
try67Community Expert
Community Expert
October 6, 2016

What happens, exactly, when you try to contact Adobe via chat? What is preventing you from doing it?

Also, make sure you disable any pop-up blockers in your browser for it to work correctly.

And if you want you can try contacting Adobe via telephone:

Adobe Customer Care: 800-833-6687

Monday-Friday, 5am-7pm PT

C
colins81141300Author
Participant
October 7, 2016

When you start the Chat I get the screen with the case reference,

then a small progress circles appears briefly then disappears - This cycle will continually repeat,

the send message button will show feedback when pressed but nothing is sent

All Pop blockers/ad blockers have been disabled,

Add In's have been enabled, this has been tested using a mix of chrome, firefox and IE using different versions (also edge for what that's worth)

It was attempted on 3 computers which by coincidence covered 3 operating systems (windows 7, 8.1 & 10)

and used two separate adobe accounts

Lowered all security settings for IE, tried a few custom settings for testing and added as a secure site and still got same result,

although tbh since this occurs on chrome and firefox as well that was a bit of overkill on my behalf.

Additionally the number for customer support comes up as not in service but I suspect its not a uk number,

We have tried the uk phone support but they do not provide telephone support for the product

T
Test Screen Name
Legend
October 7, 2016

Well, Acrobat 9 and 10 are now out if support, which Adobe will tell you if you ever get through...

C
colins81141300Author
Participant
October 6, 2016

Cant use the support **CHAT**on multiple computers and browsers...

Firefly Community Gallery
Adobe Firefly

Remix with Firefly Community Gallery

Thousands of free creations to fall in love with and remix in Firefly.

Explore now
Terms & ConditionsAccessibility statement
Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices