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R
RRThomps
Participant
May 20, 2022
Question

Activation of upgrade version of Acrobat X Pro on my Windows PC following a hard drive crash.

  • May 20, 2022
  • 2 replies
  • 794 views

I need to activate Acrobat X Pro on my Windows PC following a hard drive crash. My Acrobat X Pro is an upgrade version and I no longer have the older version. After I enter the Serial Number it searches my hard drive for one of the older versions, Acrobat 7 Professional Windows thru Acrobat 9 Pro, and since it doesn't see any traces of one of these, it won't proceed (I can't click Next). This situation occurred once in the past when my laptop was stolen in 2015 and I bought a new PC.

I had an online chat with Sirish at Adobe who provided a link that I downloaded and ran.  Unfortunately after running the link the results were the same.   After I enter my Serial Number it again searches my Hard Drive for one of the older versions.  Apparently Sirish didn't read the part about it being an upgrade version.  At this point Sirish had left the chat.

During a followup chat with Pooja at Adobe I was told that I have previously registered Acrobat 8 Professional Windows as well as Acrobat X Pro, but I was directed to this site to get a resolution to my problem. Any help would be appreciated.

This topic has been closed for replies.

2 replies

try67
Community Expert
try67Community Expert
Community Expert
May 20, 2022

> but I was directed to this site to get a resolution to my problem

I really wish Adobe would instruct its representatives to stop doing that in cases that involve activation or billing. There's really nothing we can do to help you with this issue, except explain what needs to be done. The only ones who can actually help are the Adobe reps.

T
Test Screen Name
Legend
May 20, 2022

If the old version is not found, it will ask you for a QUALIFYING serial number. This is not the same serial. Now you enter the Acrobat 8 or 9 serial, and it will finish installing Acrobat X.

R
RRThompsAuthor
Participant
May 28, 2022

That is exactly the problem.  I don't know the serial no. of my old Acrobat Pro 8.  It doesn't show up on the Adobe website under registered programs (and neither does my Acrobat X), but the Adobe rep confirmed that it was listed on whatever they could see.

try67
Community Expert
try67Community Expert
Community Expert
May 28, 2022

Then ask them to read it to you...

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