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A
arctic_scot
Participating Frequently
April 6, 2017
Question

having to reload acrobat pro after full computer reboot but it won't recognise the product id what can i do

  • April 6, 2017
  • 1 reply
  • 920 views

Due to a Windows update I've had to do a full clean reboot back to factory settings. I've tried to download Acrobat X pro again, but the product id key isn't recognised. Adobe support isn't available for this older version and it's no longer even listed as a purchased product on my Adobe account. Any suggestions?

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1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
April 6, 2017

assuming you're using a valid adobe serial number (6 groups of 4 numbers), you have a mismatch between your installation file and serial number.  ie, you can have a valid serial number, but if it's for program A and your installation file is for program B, you will see an invalid serial number message.

common mismatches are language/region (eg, serial number is for western europe and installation file is eastern europe), platform (eg, serial number is for a mac and installation file is win), license type (eg, education vs enterprise vs individual).

and one of the most common is using a program installation file with a suite's serial number. eg, using a cs6 suite serial number with a photoshop cs6 installation file.  that won't work even though photoshop is included in that suite.  you must use the suite's installation file (and you can choose to only install one program from the suite).

here's official info about that error,  http://helpx.adobe.com/creative-suite/kb/error-serial-number-valid-product.html

A
arctic_scotAuthor
Participating Frequently
April 10, 2017

Thanks for the info. I tried everything suggested but still nothing worked. Turns out, after checking with Adobe, that the product I purchased from IVM was not a genuine one, despite me being able to download it from the Adobe site using the product key provided. I've contacted IVM for a new (and valid) product key - and an explanation.

I'd never thought that the product I purchased was not genuine as IVM seemed to be a reputable company and still operates. So, if you're suffering the same issues and bought from a third-party it may well be worth checking to make sure it's a genuine product. It was certainly frustrating trying to resolve the issue without success.

I'll give an update of what happens when I hear back from the supplier.

kglad
Community Expert
kgladCommunity Expert
Community Expert
April 10, 2017

you're welcome (but the first phrase of the first sentence is the always the first thing that should be checked): use a valid adobe serial number.

i don't know what ivm is but it's always risky using third party vendors unless they are authorized, Adobe Partner Connection Portal

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