Adobe Acrobat Standard XI Deactivation - A Reasonable Time to Prep

I've sent this to Adobe via email, but will most likely get suppressed.

Good morning Client Care @ Adobe,

Please note, while opening a paid version of Acrobat Standard XI software on my computer, the following message began popping up in late January telling me I had 30 days to deactivate the software from another computer or I would lose functionality of the product: "The serial number xxxxx is already in use by the maximum allowed computers. You must deactivate another computer or provide another valid serial number to use Acrobat XI Standard again on this computer.".

On March 7, 2024, I called Adobe support to resolve the problem. When I spoke with the representative, I was told they could not fix it at this time and that I should wait a week or so because their activation server was not working. He said I will receive an email letting me know when it was back up and that I could try again. I never received an email. He also pitched to me that the only possible solution may be to upgrade to a newer version.

On March 17, 2024 I received an email stating that Adobe could not help me, but could still try to deactivate any previous installations on other computers. This email did not point me to a summary of my problem or how to fix it other than to tell me to check my previous computers to deactivate the software. I thought, how could I do that if all my previous computers have been recycled? However, the email provided a pitch to upsell or upgrade to a newer version (see attached).

On March 20, 2024 I received another email stating that the case was closed, but within this email there is a link to an explanation of the problem and how it might be fixed and a survey for Customer Care (see attached). My problem was not resolved and you want to know how you did?

On March 22, 2024 I called Adobe support again to see what could be done. I was told by the support representative that due to exceeding the limits of installation on more than two different computer I no can no longer run the product. Again, I was pitched to upsell. I had no clue which of my old computers may have had the product on them and I certainly did not deactivate Adobe, or any other paid software I've been using for years, before they were recycled. No other software gave me such a problem as this.

After the call, I remembered that I did have one laptop sitting in a box waiting to be recycled and there was a good chance that it may have had a version that wasn't deactivated still on it, that I could deactivate. The computer was running the last version of Windows XP, so it was old. I plugged it in, booted it up and everything started fine and was even able to connect to the internet. I opened the version of Acrobat XI installed on it and it started fine. Then suddenly, an error popped up with some sort of file or service missing and I had to close it because it was frozen and would not allow me to get to the help menu to deactivate it.

I immediately called Adobe support back to ask if they could walk me through the deactivation and when we tried, the deactivation option was not available. How convenient? I was told the software was no longer supported and that I should upgrade. Again, a pitched to upgrade! I asked to speak with a supervisor and the supervisor said that due to exceeding the limits of installation on more than five different computers, I no can no longer run the product and pitched to upgrade with discounts, blah, blah, blah! I expressed to the rep that I was under a time constraint for a very important project for which I desperately needed the software. The rep told me there was nothing Adobe could do and that I was 'out of luck'!!!

Being hard-pressed, I thought how could this happen? Maybe this issue had something to do with installing the hard drive I was running on a different older laptop than the one noted above, to the new desktop computer I'm working from now, about a year ago. The hard drive was installed and run exactly as it came out of the old laptop without reformatting or reinstalling Windows or any other software. The product ran for over a year without a problem. How is it that all of a sudden, this situation occurred? Could Adobe know that the hard drive was installed on a new motherboard? Why did they discover that now? How? I know Adobe has authentication services installed and understand why, but why am I being cut short now? And why am I being pitched to upgrade to the latest 'rent -a-version' when I own the software?

It's been about ten years that I've had this paid for version license and have been using it just fine. It may have been installed it on more than two computers, but I wasn't actively using them as they were dead or being recycled. Since being very adept at tracking software, Adobe should be able to see that. No other software, including operating systems have given me this much trouble.

I am old enough to remember the early days of computing when Adobe was only on the MacIntosh platform. I've been using Adobe products for many years in the architectural field and in this line of work, my influence on the companies I've worked with and other companies, to own your products, has been a huge bonus for Adobe over the years. It would have been nice to receive a referral for all that business. I've recommended your products to thousands of people. Adobe used to be the quintessential supporter of creative individuals who wanted to change the world and make it a better place. Not sure if it's a cultural change or what, but today, it seems Adobe is only about the bottom line and its corporate identity.

Unfortunately, due to a few recent financial hardships, during COVID and beyond, I am unable to upgrade to the latest 'rent -a-version' at this time. And it may be just a coincidence, but this event couldn't come at an untimelier period, as I am working on a major project and am in need of the product to complete the project. This is a personal project for a proposal for a destination in New York City that could affect millions of people in such an incredibly positive way. But due to this issue and the amount of time lost, I am unable to present my ideas. It’s caused an enormous amount of grief and suffering which could have been avoided if Adobe only provided me with a reasonable time to prepare for the loss of this tool. I may have been able to make other arrangements and compensate for the loss.

I am truly disappointed in the service rendered by Adobe and in the direction, it seems to be taking regarding its stature in the creative community. I cannot express the distrust, pain and suffering it is causing me and the potential for my future work to not be able to present this life-changing piece of work to the City of New York.

Thank you,
Loyal Customer