Acrobat asking for Previous Version while installing

[tims18977382]

I'm trying to install my Acrobat pro on a new computer.

Clicked the link in the products tab to download the file.

Ran the install.  When it completes, it crashes, asks to log in with my ID.  I do that, it asks for the serial number of a previous version - but only lists Acrobat X versions.  From other forums, it seems like Version 12 is in fact Acrobat X, but it says the serial number is not for a qualifying product.  Tried both pro and Standard X options.

Installing software shouldn't be this hard, but the chat support said they coudn't help and I should post in the community.

[kglad]

you should have (and will need) two different serial numbers.  one for the version you want to install, and one for a previous qualifying version.

specifically, when you start to install, you'll be prompted for your acrobat (whatever version you're trying to install) serial number. you will then be presented with a dropdown that allows you to select the qualifying version (ie, previous acrobat version you own). select the qualifying version you own and then enter its serial number.

enter the correct number at the correct time and installation will proceed.

[tims18977382]

I only have serial numbers for Version 9 and Version 12.   From what I understand, Version 12 is actually Acrobat DC, but I don't think version 9 is Acrobat X, so I don't know what to enter.  I've tried all of them, and none work.

[kglad]

if acrobat 9 is not a qualifying version, it won't be listed. if it were qualifying, it would be listed.

[tims18977382]

I understand that.  So how do I install the V12 that I own?

[Peru Bob]

See if your Adobe account lists the serial number.

[kglad]

again, you own an upgrade version so you need both serial numbers. ie, carefully re-read my first post.

[tims18977382]

I understand, but both the only versions showing in my account are 9 and 12.  I don't have any other adobe accounts, this is the one through which it was purchased.

[Test Screen Name]

The numbers are pretty confusing, Adobe confused themselves.

"Version 12" was the version after Acrobat 10 (X). Adobe eventually settled on calling it Acrobat 2015. It's long obsolete.

You could upgrade from Acrobat 11 (XI) and Acrobat 10 (X). 

Acrobat 9 did not qualify for the upgrade. So you need to find the number for 11 or 10 which (presumably) you had for the first install.

[kglad]

acrobat upgrades go two versions back. https://community.adobe.com/t5/acrobat-discussions/can-i-upgrade-adobe-dc-from-version-9-to-version-...

[tims18977382]

I realize that there is no upgrade path from V9 to V12, however, these are the only products showing in my Adobe Account.  I'm simply installing what I had on my old computer on a new one, and I don't have any other information or license codes.  Perhaps the V10 is misisng from my account.  How do I get it in there, I have no records outside of my adobe account, this is all I used to install it on my previous computer.

[kglad]

either purchasing from or registering with adobe would have caused it to be listed in your account.  so, it's not in your adobe account because you did not buy it from adobe and you did not register it with adobe.

it's also not important that it be in your account.  you just need a record that lists the qualifying program and its serial number. whether that's on adobe.com or elsewhere isn't critical.

not having any record of what was your qualifying product and its serial number is critical.  there's no work-around. you have to find that info.

do you have access to your previous computer that had v12 installed and activated?