Acrobat XI Pro perpetual license – activation limit reached even though previous computers were properly deactivated

Hello,

I have a legitimate perpetual license for Adobe Acrobat XI Pro, and I am having a problem activating it after replacing my computer.

I have used this same license on different computers over the years, and each time I changed computers I used Help → Deactivate before uninstalling Acrobat or resetting the computer.

The sequence was:

1. Acrobat XI Pro was originally installed and activated on an older PC. Before performing a factory reset of that computer, I used Help → Deactivate. I then installed Acrobat XI Pro on my next laptop.

2. I recently replaced that laptop. Again, before uninstalling Acrobat XI Pro, I used Help → Deactivate. After deactivation, I uninstalled Acrobat from that laptop.

3. I then installed Acrobat XI Pro on my new computer using my original serial number.

On the new computer, Acrobat accepts the serial number but displays the following message:

“The serial number is already in use by the maximum allowed computers. You need to deactivate another computer within 27 days to use this product.”

Selecting “Retry activation. I have already deactivated one of my other computers” simply returns the same message.

I have updated the new installation to Acrobat XI Pro 11.0.23, but the activation problem remains.

As a troubleshooting step, I still have access to my immediately previous laptop. I reinstalled Acrobat XI Pro on that computer using the same serial number. Acrobat opens normally on that computer and does not display the maximum-activations warning. However, under the Help menu, Deactivate is grayed out, which appears consistent with that computer having already been successfully deactivated before I originally uninstalled Acrobat.

Therefore, I do not have an activated previous installation that I can deactivate again. Both previous computers were explicitly deactivated through Acrobat before the software was removed.

Could an Adobe Community Manager please check the server-side activation history/count associated with my Acrobat XI Pro license and determine why the activation server is still reporting that the maximum number of computers has been reached?

I still have my original Acrobat XI Pro serial number and can provide it privately to an authorized Adobe representative if necessary. I will not post the serial number publicly.

I understand that Acrobat XI is a legacy product and is no longer supported for normal technical issues. However, this appears specifically to be an activation-count discrepancy for a valid perpetual license, since the previous installations were properly deactivated.

Thank you for any assistance in determining whether the activation record can be corrected.