ANOTHER Activation Limit Reached Acrobat XI:How to Deactivate a Computer I No Longer Have Access to.

[david wr40374191]

I am re-posting my reply to a fellow frustrated Adobe customer, Robert Tate, on Aug 07, 2022, in the  Premiere Elements discussion branch that was answered by John T Smith on August 07, 2022.

Mr. Tate had a very similar issue with deactivating a serial number from his dead laptop.

The original post and link is here:

https://community.adobe.com/t5/download-install-discussions/activation-limit-reached-acrobat-xi-how-...

Following is my reply in that thread:

Following is the complete transcript of my UNSUCCESSFUL chat today, June 2, 2024, with AGENT "Shivam" .

I followed the exact steps described for chat, atarting with response "AGENT"

All I got was double talk and pushback telling me buy a new product is the only solution.

For the record, I have used Acrobat XI Pro without fail since inital purchase of my license in October 2014.

I have 2 dead laptops with 1 vmware virtual machine each, total 4 devices that don't start and can be removed as "devices" through a reset in Adobe's files of my account on their end.

The salesman Shivam insisted that deactivation can only be done from the user's computer.

I know for a fact this is not true because Adobe did reset my device count back in 2015 and 2017 when my computers died without "deactivation".

My current laptop is Lenovo T590 and 2 Vmware Prostation installations, one using version 16.0 and 2nd using 17.5

16.0 machine is rarely used for old software work, thus at any time only 2 devices are active.

Here is the complete transcript, starting with AI chat bot then with only my Acrobat XI Pro license number and my telephone number edited out:

"Hi David W, I'm the Adobe Virtual Assistant. How can I help you?
AGENT
"I want to make sure I understand clearly. How would you like to connect with an agent?"

Request a phone call
Continue in chat

Continue in chat

"To connect you with an agent who can best help you, please tell me what you need help with."

ADJUST ACTIVATION COUNT

"I want to make sure I understand clearly. Which of these categories best describes your issue?"
Activate or deactivate multiple devices
Reached my activation limit
Get help with a serial number
Something else

Reached my activation limit

Ok. Connecting you to an agent who can help.
We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.

You are now connected to Shivam, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

Shivam:

Hello, I'd be happy to help you today, let me first pull up your account information and access your details.

GEAT!
Great

Shivam

Thank you for your patience, I have successfully located your account, and as I can check that you have reached the maximum limit of activation, please provide the information mentioned below so that I can assist you in a better way: 1 Serial Number of the product 2. Operating System & its's version- Windows/MAC

Read Entire Message

Note: My response was my Acrobat XI Pro actual license code received from Adobe in October 2014:

For this post I have edited the information to : abcd-efgh-ijkl-mnop-qrst-uvwx

Windows 10 Pro is my new Vmware virtual computer and Windows 11 Pro is my current host computer

My old laptop no loner turns on so I couldn't deactivate the old laptop that was listed as device, and when I updated VMWare to new version your system counted new VM software as a new computer rather than an upgrade

Hello?

Shivam

Thank you for sharing the details, just allow me a moment

Thank you

Shivam

Thank you for sharing the information. 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

Also, if you don’t have access to your old computer, then I would like to inform you that our activation servers for earlier versions of Adobe products are retired. These applications display an activation or connection error when verifying a license without the activation servers. Affected applications include Creative Suite 2, 3, and 4, Audition 3, Acrobat 7, 8, and 9,10,11,12,17 (Standard and Professional), 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. Would you like to know more about the offer?

NO I am not interested in your sales pitch

AND

re-read what I wrote to you about my current devices

I have ONE VMware ProStation machine using Prostation 17.0

I have ONE PRoStation machine using version 17.5

Shivam

As you do not have access to the previous computer, so the only option here is to upgrade to the latest application and for that I can provide you 50% discount along with free 3 months. Would you like to hear more about it?

I have my Lenovo laptop model T590 hosting the 2 VM machines

THAT IS ALL I OWN

and my old Lenovo laptop is sitting here in my house DEAD. It was a "listed device" in Adobe records

MY OLD HP Envy is also DEAD and still listed as a device for Adobe

Between the two of the old DEAD laptops, there are 2 dead laptops, 3 dead virtual machines total 5, NOT ABLE TO BE STARTED or Deactivated online as devices.

I know you can reset the device count for my software

PLEASE RESET the device count

Shivam

I understand, in that case the only option here is to upgrade to the latest application and for that I can provide you 50% discount, please let me know if you want to go for it

NO the "only option" you are trying to sell me is NOT the only option

I will post the link from Adobe community that I ave followed to contact you

here is the link to Adobe Community post by John T Smith on 08-07-2022: https://community.adobe.com/t5/download-install-discussions/activation-limit-reached-acrobat-xi-how-...

All that is needed is to reset the activation count

Shivam

Yes, you can check it, it was always mentioned that you need to deactivate the application from the previous computer to activate the application on the new one and the link you have shared is of 2021 which was 3 years back. As you do not have access to the older computer, the only resolution here is to upgrade

Read Entire Message

AND you seem to be ignoring that I CANNOT DEACTIVATE A DEAD COMPUTER

The link I shared is dated AUGUST 07, 2022 I am looking at it on my monitor

"Correct answer by John T Smith Community Expert , Aug 07, 2022"

Shivam

Yes, I apologize , it is of 2022 and it is 2 year back, and you are connected directly to the Adobe support, the only resolution here is to upgrade, please let me know if you want to as there is not other solution

I REPEAT : ALL THAT IS NEEDED IS TO RESET THE DEVICE COUNT

STOP LYING TO ME

OR CONNECT ME TO YOUR BOSS I DO NOT NEED A SALES MAN I NEED DEVICE COUNT RESET

Shivam

David as already informed the deactivation can only be done from the customer end and it cannot be reset from our side . The only resolution here is to upgrade

NO THERE IS NO WAY I CAN DEACTIVATE A DEAD COMPUTER

MY ADOBE ACCOUNT SCREEN SHOWS NO ACTIVATED DEVICES

"You have no activated devices"

Shivam

That part is for the subscription and not for the perpetual license, as you cannot deactivate from your end, nothing can be done

THE PEOPLE IN THE THREAD I SENT YOU ALL OWN PERPETUAL LICENSE SAME AS ME

WITH A DEAD COMPUTER THAT CANNOT BE TURNED ON TO "DEACTIVATE"

WHY DO YOU INSIST I HAVE TO BUY NEW SOFTWARE

MY SOFTWARE IS WORKING PERFECTLY

JUST RESET THE DEVICE COUNT

Shivam

The link you have shared David is very old, and now is 2024, you have activated the application too many time and it was meant to be activated just 2 time or on 2 machines. The only option here is to upgrade

OR GIVE ME STEP BY STEP INSTRUCTIONS TO DEACTIVATE THE EXISTING LICENSE AND THEN REACTIVATE IT FOR WHAT I NEED. NO I AM NOT BUYING YOUR SALES PITCH

I USE THE SOFTWARE ON MY HOST LAPTOP

THE WIN 10 VM machine has my old programs on it

and is RARELY used for Acrobat Pro

I AM NOT violating the license or use rules

TELL ME HOW TO DEACTIVATE THE EXISTING LICENSE NUMBER SO THAT THE COUNT IS SET TO ZERO

Shivam

I am not forcing you to buy anything here, its upto you but the application you have cannot be activated anymore

BECAUSE YOU ARE NOT CAPABLE OF RESETTING the device count or you are lying to me, I will deactivate the license itself and reactivate it on the software that is already installed.

GO BACK AND RESET THE DEVICE COUNT

RESET THE DEVICE COUNT

YOU DO HAVE THE ABILITY TO DO THAT

Shivam

That cannot be done from our end , else I would have done in the first instance and would not be wasting your time as customer's time is valuable to use so I would like to tell you that the only resolution here is to upgrade

IF YOU WANT TO KEEP INSISTING YOU CANNOT RESET THE DEVICE COUNT, THEN transfer me to your BOSS

I INSIST YOU TRANSFER ME TO YOUR SUPERVISOR.

Shivam

Just allow me a moment to check with the available supervisor

IT IS NOT AN ISSUE OF "DEACTIVATE" When the devices are already DEAD.

AND tell your supervisor I will be posting this entire chat on the Adobe community discussion board

Shivam

Right now there is no supervisor available, so please provide the call back details for tomorrow and you will get a call back from the supervisor:

Preferred Phone Number: Preferred Time: Time Zone:

I want everybody to see how Adobe is SCREWING its customers

NO ONE EVER CALLS BACK

NOT IN THE ENTIRE TIME MY LICENSES HAVE BEEN ACTIVATED

Shivam

You will receive a call back according to your time, please let me know the details if you want a call back

WHY IS THERE NO SUPERVISOR?

YOU are not in USA so it is Monday where you are, a WORK DAY

My phone number is 808-xxx-xxxx

MY TIME ZONE IS HAWAII STANDARD TIME

CALL ME BETWEEN 9 AM and 12 NOON HST on MONDAY June 3, 2024.

Shivam

Please confirm the time zone in GST

In the meantime, I am printing this entire chat to PDF and posting it on Adobe Community Help board as an example of the corporate run aoround Adobe is doing with its customers who own the working product that fits their exact business need
DO THE TIME CONVERSION IN YOUR OWN COMPUTER

Shivam

Is it GMT-10?

I LIVE IN HAWAII STANDARD TIME ZONE

I have no idea nor am I doing your work. YOU and YOUR SUPERVISOR are quite capable of converting Hawaii Standard time TO GMT

Shivam

I have arranged a call back and you will received a call between 9am to 11am tomorrow so please be near the phone in this time slot so that we can be connected. Is there anything else I can help you with?

YOU CAN DO WHAT I ASKED YOU TO DO ALMOST AN HOUR AGO rather than reading a sales pitch script

Shivam

Is there anything else I can help you with?

APPARENTLY NOT

Shivam

We will continue to investigate the case, and will follow up with an update. Thanks for contacting Adobe.

Shivam has left the conversation"
While this conversation has ended, feel free to come back anytime you need help.

I will update this post when Adobe calls me back on Monday June 3, 2024 with the results of the call.
SIgned: David R,
VERY disgruntled small business owner getting run around from Adobe.

[nobu27626372br2c]

I have just had exactly the same case (re-activation of acrobat XI pro after re-installing operation system after crashing the system without a chance of deactivating XI pro) and exactly the same chat with adobe support. Also, I have read many, many posts in the web by frustrated users stuck in the same situation.

I think it is the time to make a legal action to protect our "perpetual" right to use acrobat XI pro (the product), at least

- adobe to provide a method to deactivate the link of the product to a computer, "not from the activated product (*1)" but from the adobe account, e.g.

(*1) as written by the author of the above post and the same in my case, the activated product is dead and user has no way to revive it.

I am not a lawyer unfortunately; if there is a motion (of the legal action), I am willing to sign in.

[MuséeR22eR]

"Also, if you don’t have access to your old computer, then I would like to inform you that our activation servers for earlier versions of Adobe products are retired."

Adobe can see if you have more than 2 product installed. They can see what serial is being used. They use servers to do this, they have a way to know. Why do they tell us otherwise??

Probably to push the latest mensual payment product.

[try67 · Accepted solution]

For what it's worth, they didn't lie to you. Adobe really did recently take away the ability to reset the activation counter from these reps. Your beef is with them, not with "Shivam", who can't help you with this situation. Nor could their supervisor, except for offer you a discount on a subscription or a new license. It's a disgrace, but that's how it is...

[Eduart5EAA]

Since 2018, I've been using Adobe Acrobat 2017 PDF-Tool without any issues. I've had it activated on both my main PC and laptop. Recently, I took a 3-week vacation and returned a few days ago. Today, when I tried to work on some documents, a window suddenly appeared saying, "This licence number has reached the maximum of activated computers. Please deactivate it within 30 days on the other computer to continue using it." It's baffling, considering I didn't log off or anything before my vacation.

I'm at a loss trying to explain this, and it's absolutely infuriating that they're preventing me from using something I paid for. The only thing I can think of is that time I forgot to log off before doing a fresh Windows reinstall. My license might be stuck with the "other PC," but I'm not even sure if that counts since I'm still using the same Windows license after the fresh install (it's a digital license linked to my Windows account). Maybe the license uses your Hardware ID for identification, but even if thats the case why all of a sudden do I get the message now and not back then when I did a fresh windows Install 1 year ago? Adobe's customer support is practically nonexistent. What a great company – they're just trying to force their subscription models down our throats.

[david wr40374191]

@try67 

FWIW is nothing.

Of course a telephone rep can't change the actions of the ENTIRE FRICKING UPPER MANAGEMENT LEVEL.

That said, I am not the only person in the whole wide world that continues to use a product I PURCHASED, that WORKS WELL, and have NO NEED for a subsbscription replacement.

I haven't changed my mind one iota that Adobe MANAGEMNT either deliberately chose to screw over its smaller cusotomers in hte name of generating revenue, or they simply made a stupid mistake.

A mistake, as I've read from other posts after yours, that seem to be causing grief for many Adobe customers.

In this day and age, how difficult is it really to let the old re-set procedure stay in place for legitimate customers?

I've use XI Pro now for many years, and while it's inconvenient to not be able to change the default font to one I use for my signature, I STILL USE the program becasue it's familiar and it works for what I need to do.

Currently I am faced now with upgrading my VMware Workstation Pro version and am unsure of how to properly deactivate the XI Pro and DC software to do the upgrade and then re-activate on the updated VM version installation.

For that matter, why does an upgrade of VMware trigger Microsoft, Adobe, and PaperPort to treat the VMware upgrade as a new computer? Practicality dictates no one is going to be simultaneously printing or scanning from different VM machines at the same time. If only the Microsoft "I upgraded my computer" function actually worked and Adobe and PaperPort even had such a feature.

I'm all ears if you have a step by step set of instructions to follow to avoid losing access again to the XI Pro software I bought and paid for while updating VMware software.

[Deceived customer]

July 2024 - Same problem here, how frustrating. They sold me a car outright, and now that they only lease cars they took the keys back from the one I bought...

I lost one license to a HD failure, the other is still on an old machine. I tried to deactivate it per their instructions and it dropped off the old machine, but the new machine can not pick it up beacuse their activation counter servers are no longer accessible. Went back and forth with an agent, the only thing they can do is take more money for something I already paid for. Disgusting, it would have been nice to know their intent before I handed over the funds the first time. Hopefully there will be some small claims courthouse success stories to read about in the future.

[S. S · Accepted solution]

Hi @BrightShade,

Hope you are doing well. Thanks for writing in!

Since Acrobat XI Pro is End-of-Life, I cannot guarantee that all the steps would work. However, it should be worth a try.

First, log in to: https://adobe.ly/4bTGtcG and register your Acrobat software using the serial key on the website. 

The website should generate a set up link for you based on the OS you are on.

Once downloaded, you may want to try the offline activation process.

Check this page for steps to offline installation: Offline Activation (https://adobe.ly/3WfLbLR)

Also, for the activation limit reached error, you can go to https://adobe.ly/4bT0TCA to see the available devices on your account and remove any which you do not want.

Hope this helps.

-Souvik

[alanr22845597]

These steps do not work for me:

1) First, log in to: XXXXXXXXX and register your Acrobat software using the serial key on the website. 

The website should generate a set up link for you based on the OS you are on.

I GET THE SERIAL NUMBER IS ALREADY IN USE (WHICH IT IS ALTHOUGH NO ACTIVATED DEVICES RECOREDED)

2) Also, for the activation limit reached error, you can go to YYYYYYYY to see the available devices on your account and remove any which you do not want.

SAYS I HAVE NO ACTIVATED DEVICES ALTHOUGH I GET TOO MANT ACTIVATIONS ON MY REINSTALLED ADOBE ACROBAT STANDARD XI

[S. S · Accepted solution]

@alanr22845597 In such a situation, try going to the page: https://account.adobe.com/security/ and scroll down to see active sessions.

Clear them all, and then try again.

-Souvik

[alanr22845597]

Your latest advice about active sessions has worked as far as I can tell. No more irritating naggs. Thanks loads. I have been spending hours in the last week trying to fix this. None of the other advice worked but I did not know about active sessions.

[S. S]

Thanks, @alanr22845597, for letting me know that it worked for you.

-Souvik

[david wr40374191]

@alanr22845597 

I've read your experience and am happy it worked to reinstate your purchased product use.

I'll try the same steps if VMware software update re-starts the nagging "too many sessions" prevents use of the fully licensed product.

[BrightShade]

Let's all check the EULA for the software. It should be on the install DVD. I am not a lwayer either, but small-claims court might be the most effective option for recovering the cost of now-useless software.

Thankfully, there are now many other alternatives to Acrobat Pro. For example, current versions of Apple operating systems have OCR and PDF editing capabilities built-in.

Two other related notes:

1. See https://www.vice.com/en/article/a3xk3p/adobe-tells-users-they-can-get-sued-for-using-old-versions-of... and https://techcrunch.com/2024/06/17/us-sues-adobe-for-hiding-termination-fees-and-making-it-difficult-... -- why not add our experiences with Adobe to this DOJ lawsuit? There is a contact link here: https://www.ftc.gov/news-events/news/press-releases/2024/06/ftc-takes-action-against-adobe-executive... Complaints to your local Better Business Bureau, state Attorney General, and representatives will create additoonal noise for Adobe. IMHO, ultimately we need our elected representatives to enact legislation to better protect us against these kinds of fraud.
2. So far, I've had success running perpetual versions of Adobe software in a virtual machine (VM) that doesn't have a network connection, so there's no way the software can reach out to Adobe's servers. No idea how long this work-around will last, however.

[BrightShade]

I searched my install media and found this relevant passage in the license.html file:

"2.1.1 License Grant. Subject to Customer’s continuous compliance with this Agreement and payment of the applicable license fees, Adobe grants Customer a non-exclusive and limited license to install and use the Software (a) in the territory or region where Customer obtains the Software from Adobe or Adobe’s authorized reseller or as otherwise stated in the Documentation (“Territory”), (b) during the term of such license (“License Term”), (c) within the scope of the License Type and on the Permitted Number of Customer’s Compatible Computers as specified in the Documentation, and (d) in a manner consistent with the terms of this Agreement and applicable Documentation. Unless otherwise defined in this Agreement, in the applicable Documentation, or at the time of purchase, License Term shall be perpetual. (my ephasis added)

Clearly, Adobe has violated the license agreement by retiring the activation servers and forcing the software to stop working. 

[Abambo]

I searched my install media and found this relevant passage in the license.html file:

"2.1.1 License Grant. Subject to Customer’s continuous compliance with this Agreement and payment of the applicable license fees, Adobe grants Customer a non-exclusive and limited license to install and use the Software (a) in the territory or region where Customer obtains the Software from Adobe or Adobe’s authorized reseller or as otherwise stated in the Documentation (“Territory”), (b) during the term of such license (“License Term”), (c) within the scope of the License Type and on the Permitted Number of Customer’s Compatible Computers as specified in the Documentation, and (d) in a manner consistent with the terms of this Agreement and applicable Documentation. Unless otherwise defined in this Agreement, in the applicable Documentation, or at the time of purchase, License Term shall be perpetual. (my ephasis added)

Clearly, Adobe has violated the license agreement by retiring the activation servers and forcing the software to stop working. 

By @BrightShade

Clearly that is not that clearly, as you have two active installs. The licence continues to be active, as long as you use the computer, where the software is installed. Clearly this has nothing to do with activation servers, but with a change of the hardware and the inability to reset the license count. 

And please note, that I'm not commenting what Adobe should/could do for it's customers. Switching off old computers after a decade of service is probably due to technical and security limitations.

[BrightShade]

My installation is on exactly the same hardware. Moreove, Adobe removed the ability to reset activations, so the outcome is predetermined: the software is designed to connect to activation servers, when the connection fails then the software reverts to trial mode and can be used for a maximum of 30 days. Per the license agreement terms, Adobe had an obligation to maintain the activation capability.

…And with all its claims to technological prowess, Adobe lacked the capability to overcome "technical and security limitations"? Sorry, but that's an excuse that's hard to reconcile with every other product still activating with the same approach.

[alanr22845597]

I'm in exactly the same boat. I bought Adobe Acrobat Standard XI in 2013. My computer operating system needed to be reset which it successfully did but the registry was reset too. When I reloaded Acrobat Standard XI it said I had activated on too many computers even though of course it was the same computer as before. I managed to find another installation on another computer and deactivated it, it said successfully deactivated, but IT MADE NO DIFFERENCE. This thread suggests why. If they have got rid of the activation servers then nothing we do will make any difference. So now in a situation where no support and software bought for hundreds of pounds back in 2013 for a copy I thought was forever may not function.

[S. S]

Hi @alanr22845597,

Sorry for the trouble.

Were you able to try the steps mentioned in the correct answer above? 

I cannot guarantee that it will work, but it should be helpful.

-Souvik

[alanr22845597]

The advice above did not work but your advice on active sessions did work. I was in a situation where the software complained about too many activated devices and yet in the account there were no active devices and when I deactivated an installation on another computer that also did not work in removing the too many activated devices prompt. There is also advice on how to close all other existing loads on PCs that may no longer be active but I never got a prompt to do that. Thanks, one grateful user anyhow.

[david wr40374191]

Aloha!

I'm piggy-backing on the S.S. Adobe employee answer regarding turning off "active Sessions".

I've done so, for now, having already worked around my own original posting nightmare turning off dead computers.

I'm confused, though, by the reference to "active sessions" given that this isn't cloud-based software I am logging into on my computer.

FWIW, I have another VMware software update coming up and I'm hopeful that i'll be able to deactivate the Adobe installation, update VMware, and then reactivate Acrobat XI Pro and Acrobat DC Pro (aka Acrobat 12 Pro), PURCHASED software that works just fine as is, thank you very much Adobe greedy corporate shills....

WEshall see...

[S. S]

@david wr40374191 Even though not a cloud-based software, it does an initial check for your account. 

So, removing any sessions related to the product, especially perpetual products, should work in cases where the activation limit is reached.

-Souvik

[David24315133gwa6]

I have tried the above as well as ending the sessions but it does not work for me. 

I was able to end all the sessions except for one. This one listing does not have a 'end session' option under the Action column. Instead it has the 'Current session' under the Action column. It is greyed out and there are no options to end the session. Are there any other suggestions? 

[david wr40374191]

@S. S  Souvik

I hope you're right.

I've lost faith in Adobe for the time being....

As I mentioned in my earlier reply, I did turn off all active sessions in Adobe's online listing, and shall do so again before upgrading my VMware software.

I'll reply again when I update my VMware software and machine...

[S. S]

Sure, @david wr40374191. I'll be on standby in case there is anythingI could do from my side.

@David24315133gwa6 As mentioned above in my initial response, Acrobat XI is End-of-Life. There are only certain steps we could try on our end.

However, even with those steps, there isn't a guarantee that the app will work.

-Souvik