Acrobat X Pro Licensing issue

[Jonathan0D4B]

Hi all,

At our school we have CS6 Design and Web Premium which includes Acrobat. All the other products in the suite work fine, but every time we open Acrobat X Pro it says I'm on a trial version. I can type in my serial number (which I have retrieved from them LWS site so I know it's correct) and login when asked (with the credentials I am using for this forum so I know they are correct too) and it seems to accept everything. No errors or warnings. The next time I open Acrobat X Pro it says I'm on a trial again. Anyone got any ideas please? I had an very lengthy chat online with customer care who eventually said I need to do self-help or forums.....

Thank you

[try67]

They've steered you wrong, and not for the first time... We really can't help with such issues, beyond the basics:

- Make sure your serial number matches your installer.

- Make sure you run the application in Compatibility Mode with an older OS (since it's old and outdated).

- Make sure you have not surpassed the number of allowed activations.

[Jonathan0D4B]

I had assumed they had steered me wrong, but I'm at a bit of a loss as to where to go next..... Thank you for taking the time to respond.

The s/n is correct for the installer.

I hadn't tried installing in compatibility mode though so I'll give that a go.

How would I find out if I have surpassed the number of allowed activations?

Thank you

Stuart

[try67]

What is the exact error message you're getting? Does it happen during installation, or when you run the application itself?

[try67]

Also, what's your OS version?

[Jonathan0D4B]

No error messages at all, it appears to accept everything. We're running Windows 10 1809.

[try67]

You say it's asking you to login, but Acrobat X doesn't do that. It doesn't rely on a login to activate itself, just on the serial number, so something doesn't make sense here...

[Jonathan0D4B]

When I open Acrobat, after about 30 seconds it says I am on a trial for 7 days and I can continue the trial or licence the software. I choose licence and then enter the serial number. It then asks me to sign in;

Which I do and the licensing boxes all disappear and I am then in Acrobat. If I close it and re-open it, same process. Very odd........

[try67]

I suggest you try installing Acrobat X on its own, not as a part of CS6.

[Nancy OShea]

Creative Suite 6 is discontinued and no longer supported.  And it's 8 years out of date so use at your own risk.

That's why the Adobe agent sent you here.  They can provide no CS support except an activation count reset. Beyond that, you're on your own. 

For security reasons, you should be using a current version of Acrobat.  Be sure to wipe old Adobe files off your system first.

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[Amal.]

Hi Jonathan,

++ Adding to the Nancy_OShea

Adobe Acrobat X is an old and EOL application. 

For more information please look at the help page End of support for Adobe Acrobat X and Reader X

Regards

Amal

[Jonathan0D4B]

Got this through on a PM;

************************************

Hi,

You can Directly send Email to our Adobe Customer Care Team at Email Address:- CustomerCare24x7@outlook.com and they will help you via Email.

Team Adobe

************************************

Is Adobe's Customer Care email address really "@outlook.com"?? I'm assuming not..........

[try67]

Absolutely not! It's a scammer. Please share the username of the person that sent it to you so we can ban them.

[Jonathan0D4B]

Message in full;

Subject: Acrobat X Pro Licensing issue
From: John Gordon...
Date: Sep 07, 2020 10:35 AM
Hi,
You can Directly send Email to our Adobe Customer Care Team at Email Address:- CustomerCare24x7@outlook.com and they will help you via Email.
Team Adobe

[try67]

Click on the user name and then post its URL here, or send it to me privately, please.

[Jonathan0D4B]

PM Sent

[jane-e]

Hi Jonathan,

If you haven't deleted the PM yet, click the Report button there so it will go directly to Adobe.

Also, you might try Customer Care again. This time, ask for the name of the person you are speaking to at the very start of the conversation and also be sure to get the case number. If you are sent back to the forums, this information is useful.

~ Jane