Acrobat XI Pro – activation limit reached, crashed PC can't be deactivated – need activation count reset

Question

Hi, I need help resetting the activation count on a perpetual Acrobat XI Pro (version 11.0, Windows) licence registered to our Adobe account since November 2012.

The licence allows 2 computers. One of them crashed and can't be started, so it couldn't be deactivated through Help > Deactivate. The other computer is still in use.

When I try to activate on the replacement computer, I get: "The serial number is already in use by the maximum allowed computers."

The Activated Devices page in the Adobe account shows nothing, as this is a serial-number product. Adobe's phone line says no support is available for older products, and I can't find a chat option on the contact page.

Could an Adobe staff member please help reset the activation count, or tell me how to reach someone who can? Your activation server is still responding. It returned 'already in use by the maximum allowed computers' today, so the licence is active and only the count needs resetting."

kglad · Accepted Answer

no one on adobe’s end can reset your activation count. that ended many months ago.

now the only way to regain an activation count is to use a computer that has a current activation AND that meets adobe’s security requirements. because that’s impossible for one of the activation seats, it’s impossible for you to recover that second activation.

see https://community.adobe.com/t5/download-install-discussions/activation-limit-reached-for-non-subscription-adobe-desktop-applications/td-p/14804413?linkId=100000376554410 for more info.

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