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icromspa
Participant
September 20, 2018
Answered

Deactivate a license acrobat professional 2017

  • September 20, 2018
  • 3 replies
  • 40953 views

I have to deactivate a license on a PC (the PC it isn't available) to be able to install on another PC. What can i do?

    This topic has been closed for replies.
    Correct answer Meenakshi Negi

    Hi Sapmec,

     

    Thank you for reaching out.

     

    We have checked your account with the email address used by you to sig in to the community. I see that you have a perptual license of Acrobat for Mac Platform.

    As you have mentioned above that you have deactivated the license before doing a factory refresh, I assume you are uisng the Mac machine.

    Now, as you get the message about the serial num ber used by maximum allowed computers, you may try the following steps:

    - Open this link https://account.adobe.com/

    - Sign in with your Adobe ID

    - Go to Profile tab and select Active sessions (It will show you all the active session along with the device information)

    - You can end session for individual session or can scroll down the screen and click on the "End all session".

    Also, you may check if you are using the correct serial number to istall the application.

     

    I assume that you may have updated the Mac OS, so please install the application from here: https://helpx.adobe.com/in/download-install/kb/acrobat-downloads.html

    Or you may download the installer from the Adobe account. Take help of the steps provided here: https://helpx.adobe.com/download-install/kb/find-serial-number.html#IfyoupurchasedfromAdobecomorregisteredyourproduct

     

    Hope the information helps.

    Let us know if you expeience any issue.

     

    Regards,

    Meenakshi

     

     

     

    3 replies

    S
    sapmec
    Participating Frequently
    March 25, 2020

    I have the exact same issue described in this thread where I am unable to activate Acrobat Pro 2017 on a second machine. The second machine was wiped clean and factory refreshed but I thought I had both logged out of my adobe.com account as well as deactivated the license link via the Acrobat Pro 2017 Help menu. I did not receive any errors so assumed both Deactivation and Adobe account logout were successful. Then proceeded to factory refresh the machine. Now I'm getting the following error:

    ...

    The serial number xyz is already in use by the maximum allowed computers. You need to deactivate another computer within N days to use this product.

    ...

    FYI: If I choose the radio button option to 'Retry activation. I have already deactivated one of my other computers'...it just hangs and never completes. If I choose 'Provide a different serial number' and put in the valid serial number it accepts it but throws the same pop-up message above the next time I open Acrobat. I have also tried logging out of the working Acrobat Pro 2017 installation on the other machine as well as the refreshed machine to see if that disassociated all licensed installs. This did not work as the properly installed/license machine accepts the Adobe login but the refreshed one still throws the same license activation error message.

     

    Based on searching the Adobe Community posts it looks like for this scenario I need to contact Adobe support directly, however, this does not seem possible any more due to the whole Covid-19 shutdown. Is there a way someone from Adobe can reach out to me directly to assist with this valid license/activation issue?

    ...

      Meenakshi Negi
      Meenakshi NegiCorrect answer
      Legend
      March 26, 2020

      Hi Sapmec,

       

      Thank you for reaching out.

       

      We have checked your account with the email address used by you to sig in to the community. I see that you have a perptual license of Acrobat for Mac Platform.

      As you have mentioned above that you have deactivated the license before doing a factory refresh, I assume you are uisng the Mac machine.

      Now, as you get the message about the serial num ber used by maximum allowed computers, you may try the following steps:

      - Open this link https://account.adobe.com/

      - Sign in with your Adobe ID

      - Go to Profile tab and select Active sessions (It will show you all the active session along with the device information)

      - You can end session for individual session or can scroll down the screen and click on the "End all session".

      Also, you may check if you are using the correct serial number to istall the application.

       

      I assume that you may have updated the Mac OS, so please install the application from here: https://helpx.adobe.com/in/download-install/kb/acrobat-downloads.html

      Or you may download the installer from the Adobe account. Take help of the steps provided here: https://helpx.adobe.com/download-install/kb/find-serial-number.html#IfyoupurchasedfromAdobecomorregisteredyourproduct

       

      Hope the information helps.

      Let us know if you expeience any issue.

       

      Regards,

      Meenakshi

       

       

       

        Meenakshi Negi
        Meenakshi Negi
        Legend
        February 22, 2021

        I have a problem with transferring my license to another computer (AC Pro 2017),

        I do not have Help > Deactivate on

        I have finished all sessions - https://account.adobe.com/sessions


        How to contact technical support? each link goes to the forum


        Hey Mariuszos!

         

        Thank you for reaching out.

         

        As you are trying to install Acrobat 2017 on the new machine, you may download the installer from this link: https://helpx.adobe.com/download-install/kb/acrobat-2017-downloads.html 

        If you experience any issues, please let us know. Share the error message if you receive any.

         

        Thanks,

        Meenakshi

        Meenakshi Negi
        Meenakshi Negi
        Legend
        September 20, 2018

        Hi Icromspa,

        To install the application on a new machine, simply sign out from the Adobe Acrobat DC application on the old machine.

        Activate and deactivate Adobe products

        As you have mentioned that the old machine is not available, you may try once to install the application on the new one.

        Check if you can install it without any issues.

        If you experience any issue or get any issue in activating the application, then you will need to contact the support team.

        You can contact them using this link Contact Customer Care.

        Open the link and sign in with the Adobe ID that you used while purchasing the subscription.

        Then select the "Account issues" tab and then scroll down the page.

        You will get an option to initiate a chat or to contact the support team at the bottom of the page.

        Hope that helps.

        Let us know if you need any help.

        Regards,

        Meenakshi

        try67
        Community Expert
        try67Community Expert
        Community Expert
        September 20, 2018

        You need to contact Adobe directly so they can do it for you. See: Activation and deactivation troubleshooting

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