Acrobat Pro 2020 Is stuck in activation

[brians9452303]

I did a backup and restore of Acrobat Pro 2020 from a Windows 10 compuiter to a new Windows 11 computer so I could keep all the customizations. As I expected the application would not run because of the license from the old computer. I bought a new license, uninstalled the old version on the Windows 11 machine and installed a fresh copy from a new download. The new installation sticks in an activation loop. I login to my Adobe account as requested, enter the serial number and then get an error message that "Something went wrong." Try starting Acrobat first.

I have tried that, same results. I have uninstalled and reinstalled again with same results. I have manually registered the software serial number in my account and tried again. I still get the same results.

How do I break through to be able to use the software I just bought?

[try67]

Try running this tool: https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

[brians9452303]

Thanks for the recommendation. Unfortunately it did not work. I am still having the identical problem.

Acrobat flashes open and then a window pops up saying I need to login to my Adobe account. The browser window opens and I login. A new window opens prompting me to manually enter the serial number that had already been entered to start the installation. Then a window pops up that says:

Sorry something went wrong.

More information

Please try launching Acrobat first or contact your administrator

There is a LearnMore link to an Adobe support article that provides no helpful information because:

1. I am not using a Creative Cloud App
2. I am using the latest version of Windows 11, not Windows 10
3. The Microsoft Credential Manager Service is running
4. I am not running an antivirus that requires exceptions. I have Microsoft Defender from Microsoft Business Premium running. I temporarily disabled McAfee antivirus to be sure there was no external interference with installation.

This is getting seriously annoying. I really need to be using Acrobat for my work and I can't get anything done!

[brians9452303 · Accepted solution]

I was finally able to resolve this problem with help from Adobe's phone support. This problem apparently surfaced recently on computers that have older Adobe software previously installed. They gave me permission to share the solution as follows:

Please follow all the Steps as below
1) Close all the pages and Adobe applications.
2) Go to Task Manager>More items> and close "Adobe Genuine Software Integrity Services" under " Processes" tab.
3) Go to Local C-Drive and delete Adobe folders permanently from below locations:
a) Program Files> Adobe
b) Program Files> Common Files> Adobe
c) Program Files X86> Adobe
d) Program Files X86> Common Files> Adobe
e) Program Data(Hidden Folder)> AdobeYou can refer to below mentioned link to unhide the hidden folder of Program Data
Link: https://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html#Windows8xand10
4) Press Windows+ R key together and a page will come up.
Type "appdata" on the box and hit enter and a new page will page will open which will have three folders
a) Local b) Local Law c) Roaming
5) Delete Adobe folder from below locations:
Local> Adobe
Local Law> Adobe
Roaming> Adobe
STEP 2:
Re-install your Application

[steve_5604]

This does not solve the problem for me.  Tried the above resolution and it still loops the registration.  Spent an hour on the phone with Adobe support and they essentially gave up and offered a deal on the 2024 version which I declined.  Still stuck!

[shelly_6440]

Does not work for me either. 

[steve_5604]

I just uninstalled the "Adobe Genuine Service" program and it no longer loops, the sign-in works as it should.  Give it a try and see if it works for you.