Adobe Acrobat Classic Not Working After Motherboard Replacement

[michael_19]

Lenovo ThinkPad X1 Carbon Gen 7

Windows 10 Pro

Adobe Acrobat Classic (Version 17) was purchased from Lenovo with a perpetual license.

My computer motherboard was replaced, and now Adobe Acrobat does not work.

An Error Message appears when I click on a PDF document to open it.  The same error message appears when I try to save a WORD document as a PDF document.

The Error Message states: "Your request could not be completed.  Adobe Acrobat license has either expired or not been activated."

My Adobe Acrobat perpetual license did not expire.

I did not deactivate Adobe Acrobat before the System Board was replaced.

My Adobe Account still lists my Adobe Acrobat Product with the correct serial number.  The Account indicates that the Adobe Acrobat Product is not activated.  There is an option to install the Product.  There is no option to just reactivate the Product.

Question: Does Adobe Acrobat have to be (A) just reactivated or (B) reinstalled/reactivated or (C) uninstalled/reinstalled/reactivated?

Question: Adobe Acrobat has only been activated one time.  I read online that there is an activation limit.  Is there an activation limit?  Does the activation limit have to be reset?

Question: How do I make my Adobe Acrobat Classic (Version 17) with its perpetual license work?  I do not want to buy a new Adobe Acrobat Classic subscription.

Question: Will Adobe help me to make Adobe Acrobat work again?

Thank you.

[try67]

Q1. A: You must deactivate it before moving to a new computer, OR making drastic changes to the current computer (such as changing the motherboard), then reactivate it.

Q2. Yes, 2 concurrent activations is the limit. Only Adobe can reset the activation counter, but for some versions you can deactivate all devices yourself, here: https://account.adobe.com/activated-devices

Q3. See above.

Q4. Not sure. It depends if it's still supported. Try the above and if it doesn't work, try contacting Adobe Support directly.

[michael_19]

try67 - Thank you for your quick response. 

Q1. Adobe Acrobat is still installed on my computer.  I did not deactivate Adobe Acrobat before the motherboard was removed.  But the Adobe Acrobat Error Message states that it is deactivated.

Q2. The link that you sent to me takes me to a webpage that states "You have no activated devices."  Is that because it is not activated on my new motherboard and it cannot see my old removed motherboard?

Q5. In my Adobe Account, I have the option to click on "Install" but there is no option to click on "Activate".  Should I click on "Install" which would install Adobe Acrobat over my existing installation, or must I first uninstall Adobe Acrobat before installing it again?

Q6. My Adobe Account indicates that the program available to install is for Windows 10 (32 bit).  I have Windows 10 (64 bit) on my computer.  I don't know whether my installed Adobe Acrobat is 32 bit or 64 bit.  For Adobe Acrobat, does 32 bit versus 64 bit matter?

[michael_19]

I called Adobe and explained the issue to an Adobe Agent who resolved the problem very quickly via a remote session.  He confirmed my identity as the Adobe Acrobat license owner and then reactivated the licensed by entering my license serial number.  The Agent was very professional and personable.  I'm very satisfied with the Adobe excellent customer service.  

[AnandSri]

Hello!

I hope you're doing well, and we apologize for the delayed response and the trouble. Glad to hear the issue is resolved, and the app is running smoothly now.

For future reference, you can refer to this Adobe article: Activation and Deactivation Help. 

Feel free to reach out for any further assistance.

Thanks,

Anand Sri.