Adobe Pro 2017 Activation

[KoffeeCzar]

Longtime Adobe product user, first time posting here. See attached file with chat transcript with an Adobe rep regarding activation of an Adobe Pro 17 license I've had for years and never had a problem with - along with screenshots of error message in Adobe (local) and no list of activated machines in Adobe online.  To date, I've logged out of Adobe on the two machines the application was installed on, and uninstalled it on one of them.  I still am not able to get the application activated on my main machine running Windows 11 - which crashed a few days ago, resulting in a clean install of the OS. An Adobe rep called me and offered to sell me a 2020 license, but I feel like I've bought the license I have and it should work. Any information on how to navigate this issue would be helpful.

[Moderator deleted private information. Please do not post private information like serial numbers]

[Abambo]

There exist indeed reports that Adobe agents cannot reset the installation count anymore.

[KoffeeCzar]

So I've been told 'today'.  I have no recollection of an Adobe broadcasted communication stating this will be the case.  The least they could have done is warned customers who've paid for their product. Their approach amounts to extortion!

[KoffeeCzar]

So I've filed a complaint on this matter with the FTC - not sure if anything will come of it, but Adobe should not ba allowed to get away with what amounts, IMO, to dishonest business practices. Complaint attached.   Interestingly enough - I also bought a copy of Adobe Pro 9 prior to purchasing Adobe Pro 17 - and that installed and workes just fine. Go figure. 

[marcg68304806]

I am having the same issue with Acrobat DC. Computer crash and have a replacement and now I cannot activate on new PC for same error and I am unable to deactivate on old laptop and have nothing listed as activated  on the website.

Ridim was 3 escelations and supposedly the highest level of support available and would not give out a name, number, or email for anyone further up the chain.

Ridam

I understand but, right now, this is the only solution available and nothing else.

Me

I understand that your new policy does not allow you to perform the support available to fix this solution and in turn damages customer relations and locks them out of purchased software while allowing you to extort them in subscriptions. That about sum up this conversation?

Ridam

We are just suggesting you to purchase the subscription and for that, we can give you free credit days well and this is the only thing we can do.

Me

lol we've locked your account and wont fix it because of a new policy but here let us "suggest" you buy a subscription. got it.

Ridam

Yes, that's it

Me

i think i summed it up right the first time. i would still like a phone number or email to someone higher up the management chain?

[KoffeeCzar]

Pretty much what I was told by someone called Mohamed who called me to offer me a 2020 license at what he referred to as a reduced price of $200.  Unbelievable!  This is extortion.  In an effort to see if someone on their social media could help, I went to Instagram and had the following message exchange. 

An Instagram Message Exchange with whomever on Adobe’s IG Page.

ME: Adobe Pro 17 won’t activate. No help from your reps. Case # ADB-33718241-LOFO

Adobe: Hi, I am sorry to hear this. Would you mind DM'ing us your Adobe ID (email) so we can look at your account and see what we can do? Happy to help. Thanks! ^Sam

ME: Thanks. Don’t know that I have an ID. I login with my email: sherwin@mrkendall.com

Adobe: Hi Sherwin, what error are you getting while installing the application? ^Sam

ME: Essentially that the license has reached the maximum usage and that I need a new one, or - I need to deactivate it off of a machine. I’ve done that.

Adobe: HI, thanks for reaching out. Please follow the link to deactivate from the old machine: https://adobe.ly/3TL4mNA.. ^Sam

ME: I’ve followed these steps with no luck. Logged out of Adobe on all machines - even uninstalled it from one of them - but still getting error message.

Adobe: Hi, we're sorry for the experience. Could you please share a screenshot of the error message you are getting? Thanks.

^KS

ME: Forwarded screenshots attached on my initial post here.

ME: Any luck moving the needle on this?

Adobe: Hi there. You can try deactivating the other devices to activate it on your desired device. You can follow these steps to deactivate it: https://adobe.ly/3TrdPsa.

Regrettably, the activation count on a license can not be modified. Let us know if you need any other help!

^Mo

End.

I'll be posting to their Twitter account next.  Adobe has to do better than this!

[dhondi]

Glad I found this.  I can confirm I had the exact same experience.  It's like they're reading from a script.  There is public document from Adobe stating so, but according to an internal memo released to support, Adobe retired the activation servers for Acrobat 2017.  When you de-activate (sign-out) from Acrobat on an old PC, it does nothing to de-activate the license. When you go to re-activate on the SAME PC or a new one, you will be met with the message that "The serial number xxxx-xxxx-xxxx-xxxx-xxxx-xxxx is already in use by the maximum allowed computers. You need to deactivate another computer."
It was confirmed in my phone call with Adobe Support today that this is because they turned off activation servers, not because you did not de-activate on the old computer or follow the correct instrucitons.  
These instructions are no longer valid for Acrobat 2017:  https://helpx.adobe.com/download-install/kb/activation-deactivation-help.html 
The following article which was sent to me by Adobe Support mentions "aging activation servers had to be retired," but does NOT apply to Acrobat 2017. I was told that they would be updating this article soon to reflect this new internal change.
https://helpx.adobe.com/x-productkb/policy-pricing/error-activation-limit-reached-sign.html 
Perpetual license no longer means perpetual.
Thanks for posting the FTC complaint.  Hope you don't mind me copying / pasting.

[KoffeeCzar]

No worries on the copy & paste. Interesting that Adobe has seemingly chosen not to address this issue. I fully intend to look into any and all avenues of raising this issue to anyone who will listen.  'This' sort of practice needs to stop. 

[Kali0D4D]

I have paid for 4 licenses of Adobe Professional!  I know, I'm an idiot!  I don't like the functionality of the cloud based version and I don't want to pay a subscription, it's annoying.  2 licenses were for Adobe 11, which are not supported by Mac OS something before 10 and still valid, 2 were for 2017 that have reached the max activations.  My activated license wasn't because I uninstalled or switched computers or logged out, it just stopped working, randomly, after working fine for the last year and a half on my laptop.  It seems Adobe is seeing that the subscription model is much more profitable and so deactivating licenses at their behest and nothing we can do about it.  I can't even find a reseller for Adobe 2017, and even if I did, how long before it is no longer supported by updating my laptop to the latest version so all other applications work?!?!  I'm definitely also filing a complaint.  This is extortion.

[KoffeeCzar]

Filed a complaint with the BBB regarding Adobe's failure to honor perpetual licensing for Adobe Pro 2017 by refusing to activate software.  Yo, I'm NOT going away. 

Better Business Bureau
Los Angeles & Silicon Valley
1112 S Bascom Ave
San Jose, CA 95128-3507
Phone: 408 278 7400

[dhondi]

Quick Update:  I filed my FTC complaint today, thanks for attaching yours.  I will also be filing BBB complaints to follow your example.  Let's keep the heat.

[Elie26117622eots]

I'm beyond pissed. Exact same issue just happened to me. Spoke with them also on the phone. Same issue. They claim they cannot access the license count server to have reset. I will NEVER buy another Adobe product again. I work in IT and will also be exploring other PDF readers for the company I work for as well. Foxit, etc. Chat conversation with them below:

Faizan
Please let me know the exact issue that you are facing with your Product along with the serial number for your product.

Elie

I cannot use Acrobat Pro 2020. Saying I need to deactivate from another computer. Both my PCs have been reimaged. I need you to clear all machines from this SN number: ########################

Faizan
Let me quickly check the serial number for you so that I can know the reason, why this issue is coming.

Faizan
This is to inform you that the maximum number of activations for your account has been exceeded. These errors occur if you try to use the app on more than 2 computers.

To resolve the error, please try to follow the below-mentioned steps on your previously activated machines –

Connect to the Internet and launch the app on one of your other computers.

Choose Help > Sign Out.

Try activating the app on the new computer again.

On the old computer, connect to the Internet and then launch the app.

Choose Help > Deactivate.

Reference KB - https://helpx.adobe.com/in/x-productkb/policy-pricing/error-activation-limit-reached-sign.html

However, you are eligible for a special discount on a subscription plan in which you need to pay for 9 months and enjoy free access for the remaining 3 months. All our latest software and updates are now available through subscription. This will ensure that you never have to worry about it being genuine, unlike the serial number-based software, which is susceptible to unauthorized tampering.

To get you started, we want to offer you our best promotional offering for Acrobat Pro Apps along with 90 days of free access.

I would like to inform you that the marketing price for the Acrobat Pro desktop application is USD 19.99/MO but as you have been our really valuable customer we will be providing you that for just USD 9.99/month along with the 90 free days.

Elie
Both machines have been reimaged. I need you guys to clear from your end...

Faizan
I can understand your concern. We are very sorry for the inconvenience caused to you. We don't have an access of the activations servers anymore.

Elie
What?? I paid for this product and you're telling me that you cannot deactivate tied machines to the SN number that I own?

Faizan
I am very sorry for the inconvenience caused to you. You did your activation from your end and now you have exhausted the activation limit for your serial number. You are trying to access your product without deactivating it from the previous devices. Please deactivate the application first from the old devices using the steps given above.

Elie
For the love of God, the SN Number is tied to PCs that have been reimaged. The definition of a reimaged means that a PC have been reset back to default Windows. I cannot deactivate because the keys because machines have been reset. I need YOU guys to clear the key from your end

Faizan
Elie, We don't have an access to the activation servers anymore so therefore, We can't do the deactivation from our side. I hope you are understanding me. For you I can provide you a subscription for free three months that too at a 50 % discount.

Elie
Stop trying to sell me on a product that I paid for. Please have this escalated to the next tier

Faizan
We all don't have an access to the Activation Servers anymore, they are retired. Even no one is having an access to the activation servers anymore. Even my Supervisor will guide you the same. They will not guide you the new thing but policy.

Elie
Please escalate this

Faizan
Alright Elie, Please share with me the callback details so that I can schedule a callback for you with my senior level team
1.Contact Number.
2. Preferred Time to call.
3. Country/ Timezone

[dhondi]

I know it's like throwing salt and vinegar on your wound, but even if you could "sign out" from the other PC's, it won't release the activation count.  Adobe made a choice to screw over everyone who purchased perpetual licenses.  

[KoffeeCzar]

Hi, a suggestion. Contact the Better Business Bureau and file a complaint.  I did, and got a resolution. When I filed the complaint I included the following: Transcript of chat.  Proof of purchase.  Adobe Software Licensing Agreement for the version of Adobe purchased.   I found the Better Business Bureau to be very responsive.  Good luck. 

[dhondi]

I just filed my complaint with BBB.  I also submitted a request to Dell's escalations team for a refund on all Adobe Acrobat 2017 purchases made between 03/2018 and 03/2020.  They seemed willing to understand why I would make such a request.  

[KoffeeCzar]

Good.  They were very responsive and reached out to Adobe on my behalf. 

[Elie26117622eots]

Thank you! I definitely will file a complaint to BBB. Adobe will be losing many customers because of this...

[Sedulitas]

Hello all, I am now experiencing the same issues as above. Has Adobe ever resolved this?

[Sedulitas]

Is there a fix for this that someone can share. Very frustrated right now!

[dhondi]

Hi Peter, I understand your frustration and I'm sorry you're experieicing this.   Adobe has not provided a fix.  Follow the example of others and file a complaint with the FTC, BBB.  If possible, contact your vendor and request a refund or dispute the charge on a credit card.

[Sedulitas]

Thanks, Dhondi! Hard to believe that a reputable business like Adobe does nothing to help resolve these issues.

[richardm65114657]

Why do you think they're reputable?

[KoffeeCzar]

Which *they* are you referring to?