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brians9452303
brians9452303
Participant
November 14, 2023
Answered

Acrobat Pro 2020 Is stuck in activation

  • November 14, 2023
  • 1 reply
  • 7748 views

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?

    This topic has been closed for replies.
    Correct answer brians9452303

    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

    1 reply

    try67
    Community Expert
    try67Community Expert
    Community Expert
    November 14, 2023

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

     

      brians9452303
      brians9452303Author
      Participant
      November 15, 2023

      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
      brians9452303AuthorCorrect answer
      Participant
      November 15, 2023

      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

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