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Laura_LS_Marketing
Participant
September 10, 2018
Question

Acrobat XI Pro licence revoked after 4 years?

  • September 10, 2018
  • 1 reply
  • 1588 views

Have had a very frustrating and pointless online chat about this

I bought & registered Acrobat X Pro when I later installed MS Office 2013 (in 2014), there was an Adobe update which I was able to run (from Adobe) to use the Acrobat Tab add-in in MS Office - it was an upgrade to XI Pro.

So I have been using Acrobat XI Pro for FOUR years

Now in 2018, I got a pop up saying the licence was revoked and it reverted to a trial version.

I have had to reinstall X Pro which is not integrated with MS Office 2013

Adobe were unable to explain why the licence had been revoked after four years of use.  The chat guy just kept telling me the serial number was for X Pro and I had to install X Pro. 

If I wasn't supposed to use XI Pro, why was I able to upgrade in the first place?

Why revoke the licence now?

Am deeply deeply unimpressed

Who can explain please?

This topic has been closed for replies.

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
September 10, 2018

there never has been a free upgrade from acrobat x pro to acrobat xi pro.  you had to purchase that and receive an xi pro upgrade serial number.

if you're trying to install xi pro on a computer that does not have x pro installed, you will need both the x pro serial number and the xi pro upgrade serial number.

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Laura_LS_MarketingAuthor
Participant
September 10, 2018

Thank you but I did not purchase an upgrade – I know exactly what I bought as I keep detailed accounts and I have been used a registered product (X then XI throughout).

I distinctly remember searching on Adobe for an answer to the missing Acrobat tab in MS Office and downloading a fix (which was the upgrade)

kglad
Community Expert
kgladCommunity Expert
Community Expert
September 10, 2018

unless you have/had an enterprise version:

if you never had an acrobat xi serial number (upgrade or otherwise), you would not have been able to activate acrobat xi.

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