Adobe Professional 2020 perpetual - message on reinstallation - serial no upgrade

Question

I'm trying to reinstall Adobe Acrobat Professional 2020 (perpetual license) on a Windows PC. I downloaded the installer from the Adobe link available in my account and entered the serial number associated with this purchase. The serial number was accepted during installation.However, when I launch the application, it prompts me to sign in (which it does automatically), but then I receive a pop-up message stating:Serial Number Upgrade: The serial number you provided is valid, but a qualifying product could not be found on this computer.(See attached screenshot.)When I enter the correct serial number again, it responds with:The serial number is not for a qualifying product. Please try another.I attempted to contact Adobe support, but the phone system indicates that phone support is not available for this type of product.Any suggestions on how to proceed?Note: The second screenshot omits the serial number for security reasons, but I did enter the correct one. I also have multiple perpetual licenses, and this particular license has not been used on any other computer.

AnandSri · Accepted Answer

Hello!

I hope you are doing well, and thanks for reaching out.

We verified the Adobe ID (email) you used to join the community. It shows that you have a perpetual license for Acrobat 2020 and registrations for Acrobat 2017 on both Windows and Mac. This problem typically arises when the serial number provided is an upgrade serial number, which requires a qualifying previous version to be installed on the computer.

Enter Upgrade Serial Number: During installation, enter the upgrade serial number you have.
Select Qualifying Product: You will be prompted to select the qualifying previous version product.
Enter Previous Version Serial Number: Enter the serial number of the qualifying previous version product.

If you do not have the qualifying previous version installed, you may need to: Install Previous Version: Install the previous version of Acrobat that qualifies for the upgrade. If you remember which serial number was used for the upgrade, you need to enter it first.

Download Acrobat Classic 2017.

Download Acrobat Classic 2020.

If you still experience any issues, please contact the support team for a session, as suggested by our community product expert.

Let us know how it goes.

Thanks,

Anand Sri.

Dave Creamer of IDEAS · Answer

Support is still available according to this page:

https://helpx.adobe.com/support/programs/adobe-support-policies-supported-product-versions.html

The only thing I can suggest is triple-check to make sure you are using a 2020 serial number. Otherwise you may have to use the support chat and keep typing "agent" until you get to a person.

Perhaps someone from Adobe can give more info...

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