Participating Frequently

Question

Acrobat X Pro pop-up says serial number to activate product has expired? Why??

Forum|Forum|12 years ago
December 2, 2013
3 replies
26182 views

We purchased 2 licenses for Adobe Acrobat X Pro to allow us to digitally certify engineering plans in PDF form, and now this installation of Acrobat X Pro says the "serial number you used to activate the product has expired" and this "is your last opportunity to launch the product before it is automatically deactivated." It also says we "must provide a new serial number or start a trial on next launch."

Why? Why would we need to re-purchase serial numbers when we purchased the product already?

This topic has been closed for replies.

N

Nosrusman

Participant

I'm having the exact same problem but not sure if it's the same vendor mentioned above. Is this 'LSS' company mentioned above a Canadian company with a Florida location? They don't list a phone number on their website and do not respond to e-mail. My plan is to request a refund from my credit card company.

T

trcAuthor

Participating Frequently

UPDATE: After a completely fruitless chat session with Adobe Customer Service on Dec. 2nd, I now have an "open support case" under my/our account. I was told our serial number is for a "volume licensing version" despite the fact we purchased the "fully licensed version" from the Adobe vendor.

It's my understanding from the Acrobat X Suite License Agreement that once purchased, we own this software license in perpetuity *unless* we have another written agreement directly with Adobe (the license agreement specifically addresses volume licenses on the first page, second paragraph, which for English language users is page 103). We have no such agreement (for this purchase at least, if any) as I did the purchasing myself.

I was asked by the Customer Service chat person to upload our "proof of purchase," which I have done along with the emails from the vendor containing the serial number, etc. I've been promised that the "relevant team will validate it and contact [me] via email within 2-3 business days."

We'll se how that goes and I will update here on problem resolution.

T

Test Screen Name

Legend

I wonder if it would be appropriate to somehow identify the vendor without giving their full name (for legal reasons). Perhaps their initials. You could compare vendor.

It might be that a vendor is inappropriately selling volume licenses, which are getting blocked by Adobe because they aren't following the rules. That would be a bad thing, but good to know.

T

trcAuthor

Participating Frequently

LSS

T

Test Screen Name

Legend

Check this out http://helpx.adobe.com/creative-suite/kb/error-licensing-product-expired-cs4.html and if it doesn't work contact Adobe. Good luck!

T

trcAuthor

Participating Frequently

I *could* try that - if I had Admin rights on this computer. I can neither roll back the computer's clock, nor can I uninstall then reinstall programs without the IT department first setting me up in PowerDesk, etc. So I guess my next move is to contact Adobe. I've looked back through the receipts and we did in fact purchase full versions of Acrobat X Pro, not some "trial" version.

Thanks anyway.

EDIT: Here's a screen cap of the pop-up window:

A

Anonymous

This happened to me as well on December 2nd. I have been able to make the program work by "rolling back my clock" but I do not have the deactivate option in adobe X and I have no other adobe product to try there. I am very frusterated with this and am concidering other vendors and solutions to my PDF needs.

Please Adobe come up with a permenant solution to this issue. (It is a bit odd that this is not a one off issue and that it happened on the same day for more than a few of your customers)

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