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H
HKirkland
Participant
June 29, 2016
Answered

My Adobe Pro 9 license was cancelled unbeknownst to me. How can I resolve this error?

  • June 29, 2016
  • 1 reply
  • 609 views

I upgraded to AdobePro in 2008 and am still using the product without issue - until recently.  Due to my hard drive crash, I need to reinstall the application, but my serial code was denied.  After nearly 2 hours on chat, I finally learned the reason from the support rep - apparently some 'record of account' on his end shows that I 'returned' the product, though I would have no reason to do so.   I asked for more details - how the 'return' was authorized, when, what was the reason given?  How come I still have been able to use it all this time?  This product is listed as one of my registered products in my Adobe account.  It makes NO sense for my code to be deactivated!   I understand that Adobe has decided to go cloud-based with Acrobat and refuses to support older versions, but I shouldn't be denied INSTALLATION ACCESS to the program I purchased years ago.   Why bother to register my products if this is the case?

I am in the process of installing Acrobat 9 -Standard also one of my registered products, to see if loading that first will allow me to load the Pro upgrade. Could this be the correct sequence?   In the meantime, is there any way to reach a person at Adobe who can help explain what happened to my Pro version and help me fix what appears to be an error in cancellation?

This topic has been closed for replies.
Correct answer kglad

:  contact adobe support during pst business hours by clicking here and, when available, click 'still need help', https://helpx.adobe.com/contact.html

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
June 30, 2016

normally, you would be able to install acrobat pro directly.  after entering your pro serial number you should be prompted for your qualifying product serial number (acrobat std).

entering the correct number at the correct time should allow installation to complete.  if your acrobat pro serial number is no longer valid, you might be able to install acrobat std and use it.

H
HKirklandAuthor
Participant
July 1, 2016

That's what one would think- but not in my case.  I have tried BOTH my Pro Serial number and my Standard serial number and NEITHER one is accepted.  These are registered products and I am being blocked from accessing them.  (Blocked out my full numbers), but see screen shot below.   I have now tried installation several times with both products, with both odes.  Regardless of whether these are old products, if I paid for them, shouldn't I be able to reinstall them on my computer?

H
HKirklandAuthor
Participant
July 1, 2016

Would really like to hear from Adobe.  As an original Pagemaker 1.0 customer, I've been using Adobe products for a very long time without issues, but this experience is giving me a very bad impression of their customer service. 

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