Acrobat [not Adobe] Pro License issue

[WONG38664989z7kd]

So I have an installer for Acrobat 2020, and my license Key. This was purchased as a mass buy, basically to allow 100s of installs.  Never had any issues installing and licenseing. (used it on a few PCs after this incedent with no issue)   

Now I went to install this on a system that someone had already been using Creative Cloud on, and a Acrobat trial license, under there own person email.  When I went to licenese Acrobat 2020 i was given an error saying that my license was -1, and I need to deactivate a license before I could use it. (Like a said, I installed the same .exe and license on a another PC later and it all worked with no issue, so I know the installer and Lciense key are good) 
Digging a bit I ran the CCleaner for Adobe and still got the same issue. 
Does any one have a method to for sure remove all Adobe installs and saved licenese info from a PC so that It does not try to pull the users personal license instead of the Key I give it during install? 

Let me know if I missed any imporntat details or if more information is needed. 

Cheers,  

Title edited... Adobe is the company name... Moderator

[Tariq Ahmad Dar]

Hi @WONG38664989z7kd,

Following up to check if your issue is already resolved or not.
You shouldn't get that message if the serial number was for 100 users.  You can try contacting our support: https://www.adobe.com/about-adobe/contact.html log in with your Adobe ID and password, and available support options should be visible to you. 

Let us know if you have further questions.

~Tariq

[WONG38664989z7kd · Accepted solution]

No it was not, the user just ended up buying a Creative Cloud license as they needed more than jsut Adobe Pro anyway.  I have yet to have an issue with the installer/License an any computer I have used after that one. 

Cheers, 

[kglad]

@WONG38664989z7kd 

do a clean cc install carefully following each applicable step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

install the desired app(s)

[Tariq Ahmad Dar]

Hi @WONG38664989z7kd, 

Could you share the serial number via Private message? I will try to determine what kind of serial number it is. To send a private message, click on my profile; in the top left corner is a button, 'Message.'  

Note: Please don't share the serial number publically. 

~Tariq

[WONG38664989z7kd · Accepted solution]

Hello @Tariq Ahmad Dar  and @kglad 
Thank you for that information and support, it is not longer a issue.  Everything is working now. 

Cheers, 

[kglad]

@WONG38664989z7kd 

good to hear, and thank you for the update.  can you tell us what step fixed the problem?

[WONG38664989z7kd]

@kglad 

The user ended up buying a creative cloud license, they needed more than just Adobe Pro so it would have had to happen any way. 

Cheers, 

[kglad]

thank you again.