Old Adobe ID not recognized

Question

Hello Adobe support team,I wonder if you can help me.I have an old version of Illustrator CS 5.1 used on a Windows 7 laptop, that I don't use any more, and now I would like to use that AI CS 5.1 on a new Windows 10 laptop.During the setup I am asked for the Adobe ID & password that I used at the time when I bought that licence. And that was some years ago; winter 2011-2012.I know the Adobe ID from that time but I don't find the password anymore. I've tried to use "password forgotten" but in the Adobe login screen my old ID (email) is not recognized anymore.Can you find please that old password from that old ID in your old database ?I would appreciate it very much.Thank you.Virgil

kglad · Accepted Answer

Thank you very much for these detailed instructions. I will try that.

As a matter of fact, I had a look at Dreamweaver, so it is installed together with CC app.

But I also have installed an old Acrobat Pro XI that I use regularly and I'd like to keep it.

Is it included in the "uninstall everything adobe pre cc" ?

Thank you for your answer.

oops, i just noticed you installed the cc desktop app with dreamweaver. so you'll need to properly uninstall that too.

but before you start any uninstalls, answer the questions in my previous post, or IF you already have your acrobat xi install file and serial number secured, and you already cancelled your dreamweaver trial (and make sure it was cancelled, or you will be charged for a subscription):

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

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

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

restart your computer (don't skip this)

install acrobat xi and activate with its serial number

install ai 5.1 and activate with its serial number

vima91 · Answer

Thank you for your answers. I see what you mean, all of you.

I use AI CS5 occasionally, I'm not a professional.

Yes, I have the serial number. That is ok. After the serial number comes the screen with Adobe ID (email+password) (see the image below).

Even if the support for CS5 is discontinued, I see that the setup procedure asks for the Adobe ID.

How can I skip it ?

Is there any special installing procedure that doesn't ask for this ID ?

Any ideeas ?

Thank you.

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