Deactivate a serial number for Adobe Acrobat XI when I can't access my previous computer when Chat is closed?

[alisonw34496094]

How else do I contact someone at Adobe to help deactivate a serial number for Adobe Acrobat XI when I can't access my previous computer (someone reformatted it) when Chat is closed?

[Atul_Saini]

If you cannot access the machine, serial number cannot be deactivated on that machine. However, we can certainly assist you to activate in on a new machine. Please try to install Adobe Acrobat XI it and let us know if you need help with activation.

[alisonw34496094]

Adobe Acrobat XI has installed OK on the new machine.

It is opening fine but in the Help tab 'deactivation' is greyed out?

Is this because, even though it has accepted the serial number, the software has not been activated (and I am in a 30 day trial period)?

How can I activate the software properly when I can no longer deactivate it from a reformatted PC?

Thanks

Alison Webster

Technician

Bell Baxter High School

[Atul_Saini]

Please provide the serial number in a Private Message so that we can assist you appropriately.

[alisonw34496094]

Thanks!

How do I get a private message to you?

[Atul_Saini]

Please go to my profile, on the right hand side there is a Message tab. Please tell us in which language you have installed Acrobat. Have you seen a green check mark, when you entered the serial number? We would also like to know OS version that you are using.

[Atul_Saini]

Serial number seems fine, please try to restart the machine and launch Acrobat pro XI. if you get any prompt which asks for serial number, please insert the serial number and share the screenshot of the same.

You may try: https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

[kurland5FA3]

i have the same issue, i deactivated a laptop but still getting the error of no activation and to retry please assist