Double license (Acrobat)

[andrea_6438]

I have an Acrobat 2020 permanent license installed in a macbook pro 2016. I recently installed a Creative Cloud 2024 in the same computer. I have been using both Acrobat and Photoshop normally in the old computer. Recently, I have also bought a new macbook pro (MacOS Sonoma). I have migrated from a Time Machine the contents of my old 2016 macbook. In my new macbook, creative cloud is installed and I can use Photoshop. However, when I try to use Acrobat, a message comes out and asks me to sign in. I have tried to sign in,  included the ID/password from both the 2020 license and also from the 2024 license, but the Acrobat will not work. After I include password and enter, the sign in message disappears and the application will not open. I checked my hard disk and the installed file of Acrobat 2020 is there. What should I do?

[S. S]

Hi @andrea_6438,

Hope you are doing well. Sorry for your experience with Acrobat!

If you have a serial key for your purchase of Acrobat 2020, you might want to check if the product is added to your account.

To check so, please log in to https://adobe.ly/4cUN3jz. If available, you can download the offline installer again or register the product to your account first and then install and try to login.

Your Creative Cloud subscription does reflect on the email address registered on the community, so usage of the applications should not be much of a problem. 

It looks like the migration of the files using Time Machine caused the application internal files to get tweaked because of the hardware differences, and a fresh install will fix the issue.

Let me know if this helps.

-Souvik

[andrea_6438]

HI Souvik,

Thanks a lot for the explanations.
I am not sure that I can find the serial number of the Acrobat 2020.
Is there a way to solve this?

Looking forward to your reply
Andrea

[S. S]

@andrea_6438 Did you purchase the license directly from Adobe's website or through a third party?

You should have received an email acknowledging your purchase. 

You can check the same email for the serial key or instructions on registering your application.

-Souvik

[andrea_6438]

Thanks, Souvik.
I bought this license through Kyoto university in 2020.
I used the email and the purchasing system of the university in Japan,
which can be quite complicated.

They have an internal messaging system.
Moreover, I am now working at a different university. Although I saved
some emails coming to my university address, I did not
really save the messages exchanged within the system.

Anyway, I am
searching for the old emails, but I am having a hard time to find.
Is there any other way to solve this problem?

Thank you very much, Andrea

[S. S]

Hi Andrea, @andrea_6438 

Have a similar discussion in the given link, where the user could get it to work.

Would you mind going through the thread and giving the steps a try: Solved: Re: Perpetual license for Acrobat 2020 switches to

Let me know if that works.

-Souvik