I can't authorize my new computer because my adobe id was used before. What do I do?

Forum|Forum|10 years ago
July 17, 2015
2 replies
853 views

I can't authorize my computer because my adobe id was used on another computer. That computer has crashed so I can't sign into deauthorize it. I have one email address and of course that was used on my old computer so I'm getting an error message saying "You can only authorize this computer with an Adobe ID that hasn't been previously used to authorize any other computer or mobile devices." What do I do?

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nethmal

Participant

I tried the chat as well and had to ask for a manager because the first person didn't know the answer. He did give a solution. I think the problem in the process is that it is so counter-intuitive. You have to go to the new computer and erase the authorization from there (from ADE go to Help on the menubar). It feels like you are erasing something that the computer never had which is why I hadn't thought of trying it. Nevertheless, that is what you have to do. Then you go back to Help and select Authorize Computer. Simple once you know the answer.

Incidentally if you happened to borrow any items before you finished this authorization process (before you realized there was a problem), you'll have to re-borrow or re-download them into ADE. Good luck!

E

ellenw77676564

Participating Frequently

Thank you. I will try it when I finish reading the library books I have downloaded from my old computer.

E

ellenw77676564

Participating Frequently

I HAVE THE SAME PROBLEM - DID YOU EVER GET AN ANSWER - NEITHER THE CHAT OR A PHONE CALL TO CUSTOMER SUPPORT PROVIDED AN ANSWER. I CAN'T BELIEVE THAT SOMEONE CANNOT SOLVE WHAT MUST BE A FAIRLY COMMON PROBLEM. IT DOWN'T SPEAK WELL FOR A TECHNOLOGY COMPAY NOT TO BE ABLE TO PROVIDE AN ANSWER.