I had Adobe Acrobat Pro 9.5 and installed Adobe Acrobat DC which uninstalled my paid product and I want it back or a higher version

Report · Jun 21, 2017

I have been tearing my hair out with Adobe and have been lied to by Five different people on the phone, supposedly in the Technical Department, including two Supervisors and a Floor Manager since June 20, 2017 at 8 AM ET. They have told me that my case # 0222343784 is now a 'priority escalation to Tier Two Technical Support, however they not only will not give me their number, but I was promised by the Floor Manager on June 20, 2017 that I would receive a call-back from them by 10 PM ET yesterday evening. I did not receive a call back. I am working on a deadline with a legal matter and I absolutely Hate Adobe Acrobat DC and it is slowing down my computer. I was completely unaware that it was going to uninstall my Adobe Acrobat Pro 9.5, which I paid $134 dollars for as Adobe Acrobat 9 in May of 2009. I had a Windows XP computer at that time, and purchased and now use a Windows 7 computer before I upgraded to Adobe Acrobat Pro 9.5. Had I been aware of the upgrades to Adobe Acrobat Pro 10 and 11, I would have made them. Now, what they are telling me is that I can reinstall Adobe Acrobat 9, but it will be incompatible with my Windows 7 and that they cannot help me reinstall Adobe Acrobat Pro 9.5 because they do not support it. While I was on hold many times yesterday, I saw that I was far from the only person who is very angry about this, I absolutely do not want to pay for Adobe Acrobat DC or even use it, I hate it, and now Adobe has stolen my program, Adobe Acrobat Pro 9.5 which I paid $134 for and states they have no way of giving it back to me. Well, after 'googling' the problems and complaints that were reported by others, I found that Technicians at Adobe were stating 'you can certainly uninstall Adobe Acrobat DC and reinstall Adobe Acrobat Pro 11 and here is the link to uninstall and reinstall, you simply need your Adobe Acrobat Pro 11 Serial number'. Well in my case, that would be the solution. Surely, someone at Adobe can create a Serial Number for me to use to install Adobe Acrobat Pro 11, since they do not have any other remedy for me. I have already paid Adobe $134 and expect that to be refunded if they are not able to do this. I am furious and this has caused me nightmares in trying to get my project done with is for a legal matter and I am facing a deadline. Please respond ASAP. Thank you very much.

Report · Jun 21, 2017

uninstall all acrobat and reader versions

clean per Use the Creative Cloud Cleaner Tool to solve installation problems

restart your computer

reinstall acrobat 9

update it, ftp://ftp.adobe.com/pub/adobe/

Report · Jun 21, 2017

Thank you so much for your reply, it is very helpful. I would like to be able to confirm that this will work as far as the update to Acrobat Pro 9.5, eg., with an Adobe Tier 2 Technician, if they do call me, before I end up with Acrobat 9 because of the compatibility problems. However, this is great information and I thank you for it! I hope it will be a solution, and I will reply again whenever I find out for certain the best thing to do. I know I sound very angry, this is just costing me so much time and problems and I am very frustrated with Adobe's 'Support' system at the moment. I truly appreciate your response and will keep you posted.

Report · Jun 21, 2017

what acrobat version is installed and working currently?

Report · Jun 21, 2017

Adobe Acrobat DC is now installed, in a seven day trial, and it uninstalled my Adobe Acrobat Pro 9.5.

Report · Jun 21, 2017

then wait until your trial expires and you have nothing to lose before you reinstall acrobat 9 and update to 9.5. in the meantime, you cannot reinstall acrobat 9 while a newer version is installed. you can only cause more problems if you try.

Report · Jun 21, 2017

Thank you once again for this very helpful reply. I appreciate it very much, and I hope that I can have confirmed both yours and the other gentleman's methods for proceeding. While I am in the midst of trying to complete things for a legal matter, as I am certain you both can understand, I have a real fear of being left with no product at all! Thank you again, both of you, and I will keep you posted.

Report · Jun 21, 2017

that's a reasonable concern because you might have a problem reinstalling (though, if you do, you can usually overcome the issue by using compatibility mode when installing). (and, it's a certainty that, updating is going to be, at least, a hassle because the ftp updates are sequential*.)

*this was posted by another user at khk's website about requisite updates to get to the last update, 9.0.0 > 9.1.0 > 9.1.2 > 9.2.0 > 9.3.0 > 9.3.2 > 9.3.3 > 9.4.0 > 9.4.2 > 9.4.5 > 9.4.6 > 9.5.0 > 9.5.1 > 9.5.2 > 9.5.3 > 9.5.5.

Report · Jun 21, 2017

Thank you once again for this very helpful information! I am getting email replies to this thread, so I am saving everything in my Adobe Acrobat Folder in my email program, as well as the URL for the thread so that I won't lose it. I really do appreciate all of the insights that you both are providing and will keep you posted! Thank you again.

Report · Jun 21, 2017

you're welcome.

Report · Jun 21, 2017

You won't believe what has happened now, I have been working on a lengthy document in this Adobe Acrobat DC 'Trial' that I absolutely hate and it all of a sudden completely locked up on me, greyed out everything, no way to navigate at all, unbelievable! This thing is ruining me! Anyone have any ideas on what to do there? And no, unfortunately I had not saved my work, so I don't want to lose it! I had highlights and sticky-notes everywhere and was almost to the end! Thank you in advance, and can you believe it, I was promised that I would hear from a Tier 2 Technician by 10 PM ET last night and here it is almost 4:30 PM ET the next day and I still haven't heard from anyone. I think Adobe is becoming more of a scam than anything else, they just want to stick you with buying this thing!

Report · Jun 21, 2017

You are posting this in a user forum. Most people here are users of Adobe's software, just like you. Occasionally, you may see a staff person posting here as well (their posts are indicated by the "Staff" badge alongside their name). As much as I understand your frustration, there is really nothing we can do about your case, or making sure that you do get that callback.

We can however try to help you with installing Acrobat 9. Support is correct, Acrobat 9 is not supported on Windows 7. That should not preclude you from installing it, but you may run into problems when you try to run it. One option is to run it in the WinXP compatibility mode (see here for more information: Run XP Software in Windows 7 | PCWorld). You should be able to download Acrobat 9 from here: Download Acrobat 8 and Acrobat 9

One problem after installing Acrobat 9 is to get all the updates back so that you are running the latest version that was available when support for it stopped. See here for information about that: Where are my Adobe Acrobat 9 Updates??? - KHKonsulting LLC

Report · Jun 21, 2017

Thank you so much for your reply, as with the first individual, you are both being very helpful and I am very grateful for that. I would like to be able to confirm that this will work as far as the update to Acrobat Pro 9.5, eg., with an Adobe Tier 2 Technician, if they do call me, before doing something that will leave me with no programs at all. However, this is great information and I thank you for it! I hope it will be a solution, and I will reply again whenever I find out for certain the best thing to do. I know I sound very angry, this is just costing me so much time and problems and I am very frustrated with Adobe's 'Support' system at the moment. I truly appreciate your response and will keep you posted.

Report · Jun 21, 2017

You won't believe what has happened now, I have been working on a lengthy document in this Adobe Acrobat DC 'Trial' that I absolutely hate and it all of a sudden completely locked up on me, greyed out everything, no way to navigate at all, unbelievable! This thing is ruining me! Anyone have any ideas on what to do there? And no, unfortunately I had not saved my work, so I don't want to lose it! I had highlights and sticky-notes everywhere and was almost to the end! Thank you in advance, and can you believe it, I was promised that I would hear from a Tier 2 Technician by 10 PM ET last night and here it is almost 4:30 PM ET the next day and I still haven't heard from anyone. I think Adobe is becoming more of a scam than anything else, they just want to stick you with buying this thing!

Report · Jun 21, 2017

Well here is the update now. I contacted Adobe, spoke with one representive (#6 since yesterday morning at 8 AM ET), and she said quickly that she wasn't the person to help me and she was going to transfer me (without hearing the whole situation, just seeing my Case number). So I was transferred to someone (#7) who said that within 24 hours I would receive a serial number for 11 and an installation link. By now I am having chest pains for all I have been through, especially today working on a lengthy document and the program completely locking up. So he says he is going to transfer me to someone in tech tier 2 and I said you mean that the six people I have spoken to before who always said they could not transfer me there could? And he said yes, and transferred me, and voila, it was the same person who had answered the phone. So, she could have helped me with the lock-up issue, and the amount of time that was lost may have caused a problem because she opened a screen-share with me, went to the temporary file which had been autosaved an hour and half ago and was unable to open it, then she talked with her co-workers and said the only thing she could do was to shut the program down and then hope that it would open up with the option to restore the item I was working on. Well, it opened with that option, she clicked 'yes' to open it, but it was blank and I have to start all over again on a 95 page legal document. I am going to feed my kitties. Thank you all, and I will let you know if I actually do receive that link for 11 and the installation link, I appreciate all of your willingness to help, I do not understand for the life of me why it would take them a day and a half. What happened with my document wouldn't have occurred had they just acted faster.

Report · Jun 21, 2017

you can use the acrobat xi link below for an individual license. you just need your serial number. if you don't have it, let me know.

as for your lost work, with all programs (not just acrobat, not just adobe's programs, but all programs):

always save periodically using different files names. eg, if i had a document roe_v_wade.pdf, i'd save my start version as roe_v_wade_v000.pdf, then next save roe_v_wade_v001.pdf, then roe_v_wade_v002.pdf etc. save every 10 to 60 minutes or whatever your sweet-spot is for inconvenience of saving vs fear of lost work.

i don't do much lengthy work with acrobat. i do med expert work so the largest pdf i would create is a declaration where i seldom get beyond 6 pages and a few hours of work.

but my main adobe program is animate and it's not unusual for me to have a project with hundreds of versions. i periodically delete older versions so i don't have a folder full of files. but if animate crashes (or my computer freezes) with a version open, that version will be hopelessly corrupted. i've seen it happen more than a few times.

the previous version though is perfect and so i never lose more than 20-30 minutes of work. i'm so fanatical about this that i've written a script so, appending and incrementing version numbers (v000, v001 etc) is automated and triggered by the keyboard shortcut ctrl-shift-s. couldn't be easier.

Individual User Downloadable installation files available:

Suites and Programs: CC 2017 | CC 2015.5 | CC 2015 | CC 2014 | CC | CS6 | CS5.5 | CS5 | CS4, CS4 Web Standard | CS3
Acrobat: DC, XI, X | X Suite | 9,8 | 9 pro extended exe,9 pro extended 7z | 9 standard | 8 standard |
Authorware: 7.01 windows |
Captivate: 10 (2017) | 9 | 8 | 7 | 6 | 5.5, 5 | 1
Cold Fusion: 11, 10 | 9.0.2, 9.0.1, 9.0.0, 8.0.1, 8.0.0, 7.0, 6.1, 6.0, 5.0, 4.0 |
Contribute: CS5 | CS4, CS3 | 3,2
FrameMaker: 12, 11, 10, 9, 8, 7.2 |
Lightroom: 6.10| 5.7.1| 4.4 | 3.6 |
Photoshop Elements: 15,14,13,12,11,10,9,8 | 9,8,7 win | 8 mac | 7 mac
Premiere Elements: 15,14,13,12,11,10,9,8| 9, 8, 7 win | 8 mac | 7 mac
RoboHelp: 2015, 11, 10, 9, 8

Download and installation help for Adobe links

Download and installation help for Prodesigntools links are listed on most linked pages. They are critical; especially steps 1, 2 and 3. If you click a link that does not have those steps listed, open a second window using the Lightroom 3 link to see those 'Important Instructions'.

And a big thank you to Jim @ Prodesigntools for helping me with these links!

Report · Jun 21, 2017

Thank you so much again! They may just send the serial number and forget to include the installation link, so this is very helpful (heavens, it would take them another two days to send me the installation link!). And yes, you are so right, I was just so focused and trying to get things done and I knew I was so close to being finished with these 95 pages yet I thought to myself, gee, I should maybe save this ... and then Freeze-Frame!!! What a nightmare! I am just trying to get my mind off of it for a while, thank goodness I have a good memory, so I will start fresh, it was an entire days work ... I will definitely always save from now on, even if it is every 5 minutes or so! Thank you again, and I will keep you posted.

Report · Jun 21, 2017

you're welcome.

but don't forget, saving every 5 minutes may not help you unless you save with different names.

Report · Jun 22, 2017

Thank you again! Excellent point!

Report · Jun 22, 2017

you're welcome (and good luck!)