Hi. I realize this is not a contest but i think I win hands down. I wrote this over the course of the day on May 29 and held off posting to give Adobe a chance to come around before assuming they were not going to be helpful by Wednesday June3.
A FEW OF THE SCREENSHOTS DID NOT PASTE. SO I CONVERTED THIS WHOLE POST TO A PDF WITH FOXIT PHANTOM PDF at https://www.dropbox.com/s/1u4b0f8zidmy6k9/For%20posting%20June%203.pdf?dl=0
The link to my last audio interaction with Adobe is at the bottom of this post
A week or so after the events described in my long post above, another not so helpful person called me back, connected, created a new user (which I already had done previously on an earlier attempt to troubleshoot myself two months ago) and had me download and reinstall to this user. That resulted in him saying it is installed and he completed his function as install and register support which was never the issue.
I thought this was the last I would hear from Adobe. I installed Acrobat Reader DC to my Parallels Windows 10 which is my suboptimal workaround when I need a digital signature with bells and whistle.
The original letter above that I faxed to a number i found for corporate (1408 537 6000 ) on the web, have trickled down to someone about this problem. Got a call from a very pleasant and articulate gentleman named Mayank on May 22 who shared my screen, tried installing a few other Adobe apps (which didn’t install but rather crashed toward the end of each attempt ) and he said he would transfer me to the Acrobat problem-solving team as he felt there was some problem and a call was planned for Memorial Day, between 1 and 4 PM my time, which was confirmed in an email from Adobe. The time came and went and my wife took a call after 5pm from them when I was in the middle of project out of the house. The call was rebooked for today May 26 from 1-4PM my time. Never got it and at 530pm my time began depending my original letter. Not thinking clearly (as cut and run would have been better) I politely replied to their scheduling email and asked to try again as they hadn't called as promised.
They gave me a broad window for the call:
- Start (month/day/year): 5/29/2020 10:00 AM
- End (month/day/year): 5/29/2020 3:30 PM
- Time zone: Eastern Standard Time
This was not good as I had other teleconfs already booked and over three more emails they narrowed it to 10:00 to 2:30
On Thurs May 28, after making another complete backup I upgraded to Catalina 10.15.5 and as I have done after other upgrades since last September, I opened Acrobat Pro 2017 and it was now letting me fill and sign. This around 10pm. I opened and close Acrobat a few times and it worked. I took one last look at email, left Acrobat open and at 645 am, just before another Zoom call (my life since mid March as I suspect it is for most of you) I checked Acrobat and Fill&Sign was broken one again.
Aakash from Adobe called just before 230pm. HE NEVER HAD ANY INTEREST AT LOOKING ANY LOGS, which one would assume might give a clue to the problem as I had the times of working and non working narrowed down and nothing else except backround system stuff running.
By the time of another call from 330 to 4pm on another phone, he repeated the usual delete and clean a few times as all his predecessors did and uninstalled my install and downloaded and ran the Adobe cleaner program, AdobeAcroCleanerTool and downloaded Acrobat 2017 Pro again and did a reinstall….. or at least tried to. It froze toward the end with each attempt and a half hour or so of no action we forced the insatall to quit and after a few attempts did another reboot and the next try resulted in a message regarding waiting for other install to complete.
We then rebooted and AFTER this, he wanted to create a new user which he saw was already done and I explained that most of his predecessors did the same thing and that YES, it did install on a separate user but logging in and out was not a reasonable way to use a computer. He did assume it was another Adobe person as the user is names “Fill & Sign”.
He then told me that Adobe support are not trained on Macs and that this was a Mac problem. I pointed out to him that one of his predecessors tried to install other Adobe apps in my default partition and all crashed during installation and that after spending close to three working days on the phone or removing malware related items installed by the first group from support, I was not going to move everything to a new user since we didn’t know where the problem was coming from and while I could restore from a backup which as I found in the past simply puts the problem back. Also, why waste many more hours doing it if it would likely come back as I learned from this thread.
In any event, I made him aware that his uninstall left me without a functioning Acrobat 2017 install and would appreciate his getting me back to where I was. We rebooted and reconnected and then I had a meeting with a contractor at my home and did not want to leave my unsupervised computer connected to Adobe. I asked if could he call me back in 30-60 minutes after we got the reinstall running. When my meeting with the contracto;r at my home ended, I found the install completed. But……on trying to open Acrobat 2017, I get this message:
My internet was connected and fast and CNN and Gmail and the Adobe other sites are fine. Tried rebooting and same message, Googled a bit and found from this year at
At https://helpx.adobe.com/download-install/kb/activation-deactivation-help.html which was of no help at all.
And, in keeping in line with Adobe Supports interactions to date there was no return call as promised. (Though he called to apologist around 8 or 9; don’t recall as I was involved in one of many chats online with adobe over the issue. He didn’t offer to help further just apologized for not calling back as promised.) I ran the AcroClean Tool again that he downloaded, and got this message
The log message was “(null)
2020-29-05 - CleanerHelper: No app path received from CleanerTool...
I manually deleted the installed Adobe prog(IMAGE)
I shut down and restarted the install process again. Installation was fast and smooth and guess what? Same failure to activate.
I tried a different path. Cleaned the system out of all elements of Acrobat and Adobe folders again, reinstalled and instead of putting my serial number in, chose the no serial number option and after the install I opened the program, was asked to log in which I did and then was asked for my password. And guess what? The same error activation error.
I then tried to reach a person via the Twitter link on one of the support pages at 645pm with my case number.
Didn’t really expect a response after this joyous experience so far on Friday and was not disappointed.
Got a non-useful reply at 813 pm asking for info on an unrelated product which tells me the Twitter support folks don’t even read the case logs. I did offer to send a detailed letter, the same as share with corporate office described in my prior email with addenda since the letter was written. They gave me an emaiI sent it and never heard back.
Next came across a phone number, 800-915-9430 on
https://acrobat.adobe.com/us/en/acrobat/features.html?cmpgn=usbrand&mv=search&ef_id=EAIaIQobChMI1rXr... and gave it a try as I love being on hold for hours…. Again.
Wound up back at https://helpx.adobe.com/download-install/kb/activation-deactivation-help.html and tried chat while waiting on hold.
Got bounced around brushed off as the chat log below shows. Also, noted the chat log was not complete so I guess they can block you from getting a record of all they said if they want.
----------------------------------------------------------
Date: 2020-05-30 07:49:33 +08
To: All Customers
From: Remote Support
A secure, encrypted connection has been established.
----------------------------------------------------------
Date: 2020-05-30 07:49:39 +08
To: All Customers
From: Remote Support
The customer permitted this session to be recorded.
----------------------------------------------------------
Date: 2020-05-30 07:49:39 +08
To: All Customers
From: Remote Support
Your support representative will be with you shortly. This session may be recorded for quality assurance.
----------------------------------------------------------
Date: 2020-05-30 07:50:16 +08
To: Everyone
From: Daniel M Siegel
Hi A,man. Here is the error.
----------------------------------------------------------
Date: 2020-05-30 07:50:17 +08
To: Everyone
From: Remote Support
Aman (Adobe) can now have full access to customer's computer.
----------------------------------------------------------
Date: 2020-05-30 07:50:42 +08
To: Everyone
From: Remote Support
The elevation attempt succeeded.
----------------------------------------------------------
Date: 2020-05-30 07:50:42 +08
To: Everyone
From: Remote Support
Aman (Adobe) has stopped viewing the customer's screen.
----------------------------------------------------------
Date: 2020-05-30 07:50:55 +08
To: All Customers
From: Remote Support
A secure, encrypted connection has been established.
----------------------------------------------------------
Date: 2020-05-30 07:50:58 +08
To: Everyone
From: Remote Support
Aman (Adobe) can now have full access to customer's computer.
----------------------------------------------------------
Date: 2020-05-30 07:54:10 +08
To: Everyone
From: Aman (Adobe)
Do you use any firewall?
----------------------------------------------------------
Date: 2020-05-30 07:54:37 +08
To: Everyone
From: Daniel M Siegel
yes. but nothing newrtecently. Do you want it off?
----------------------------------------------------------
Date: 2020-05-30 07:54:44 +08
To: Everyone
From: Aman (Adobe)
Yes please
----------------------------------------------------------
Date: 2020-05-30 07:55:32 +08
To: Everyone
From: Daniel M Siegel
also have malware antivirus softwaree.
----------------------------------------------------------
Date: 2020-05-30 07:55:48 +08
To: Everyone
From: Aman (Adobe)
Please turn off both of them
----------------------------------------------------------
Date: 2020-05-30 07:57:22 +08
To: Everyone
From: Daniel M Siegel
Off but i would have to uninstall it to remove the memory stub.
----------------------------------------------------------
Date: 2020-05-30 07:58:51 +08
To: Everyone
From: Aman (Adobe)
May I give it a try for clean install?
----------------------------------------------------------
Date: 2020-05-30 07:59:13 +08
To: Everyone
From: Daniel M Siegel
Surte. You will be the 10 or 11th person to do so. And if you fix it i will be very happy.
----------------------------------------------------------
Date: 2020-05-30 08:00:25 +08
To: Everyone
From: Aman (Adobe)
You can try uninstalling the malware application first, because it might block the activation. If the issue is same then contact us back and we will do a clean install.
----------------------------------------------------------
Date: 2020-05-30 08:02:28 +08
To: Everyone
From: Daniel M Siegel
Can you do this without hanging up? I dont want to spedn another gettiong back to someone who can help. I have been working on this since 230pm today.
----------------------------------------------------------
Date: 2020-05-30 08:03:21 +08
To: Everyone
From: Daniel M Siegel
5.5 hours toda
----------------------------------------------------------
Date: 2020-05-30 08:03:49 +08
To: Everyone
From: Aman (Adobe)
I do understand that but you can also contact us on 1800-833-6687 after unistalling it. I will mention all the details, so there will be no need to explain again
No need to explains again. Ha hahahahahahahahahah….
Firewall now off, antivirus and antimalwafre softeare now uninstalled leaving me fee a bit naked.
Ran the uninstaller again and here is the log:
null)
2020-29-05 - CleanerHelper: Cleaner AppPath = /private/var/folders/_9/xf9n4c154374k53xmy0ttw7m0000gn/T/AppTranslocation/EB01ED13-368C-4B47-8503-6D14AFF45420/d/AcroCleanerTool.app
2020-29-05 - CleanerHelper: Start removing Acrobat app at [/Applications/Adobe Acrobat 2017/Adobe Acrobat.app]
2020-29-05 - CleanerHelper: Successfully removed Acrobat app at [/Applications/Adobe Acrobat 2017/Adobe Acrobat.app]
2020-29-05 - (null)
2020-29-05 - CleanerHelper: Removed [/Library/Application Support/Adobe/Acrobat]
2020-29-05 - CleanerHelper: Removed [/Library/Application Support/Adobe/MACPDFM]
2020-29-05 - CleanerHelper: Removed [/Library/Application Support/Adobe/Adobe PDF]
2020-29-05 - CleanerHelper: Removed [/Library/Application Support/Adobe/SLStore]
2020-29-05 - CleanerHelper: Removed [/Library/Application Support/Adobe/SLCache]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Library/Application Support/Adobe/Reader]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Library/Application Support/Adobe/ARMDC]
2020-29-05 - CleanerHelper: Removed [/Library/Application Support/Adobe/HelpCfg]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/fillsign/Library/Application Support/Adobe/Acrobat]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/fillsign/Library/Application Support/Adobe/com.adobe.ARMDCHelper]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/fillsign/Library/Preferences/com.adobe.Acrobat.Pro.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/fillsign/Library/Preferences/com.adobe.Acrobat.Uninstaller.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/fillsign/Library/Preferences/com.adobe.AdobeAcroCEFHelper.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/fillsign/Library/Library/Caches/com.adobe.Reader]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/fillsign/Library/Preferences/com.adobe.AdobeRdrCEFHelper.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/fillsign/Library/Application Support/Adobe/Reader]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/.localized/Library/Application Support/Adobe/Acrobat]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/.localized/Library/Application Support/Adobe/com.adobe.ARMDCHelper]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/.localized/Library/Preferences/com.adobe.Acrobat.Pro.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/.localized/Library/Preferences/com.adobe.Acrobat.Uninstaller.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/.localized/Library/Preferences/com.adobe.AdobeAcroCEFHelper.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/.localized/Library/Library/Caches/com.adobe.Reader]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/.localized/Library/Preferences/com.adobe.AdobeRdrCEFHelper.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/.localized/Library/Application Support/Adobe/Reader]
2020-29-05 - CleanerHelper: Removed [/Users/cyberdoc/Library/Application Support/Adobe/Acrobat]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/cyberdoc/Library/Application Support/Adobe/com.adobe.ARMDCHelper]
2020-29-05 - CleanerHelper: Removed [/Users/cyberdoc/Library/Preferences/com.adobe.Acrobat.Pro.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/cyberdoc/Library/Preferences/com.adobe.Acrobat.Uninstaller.plist]
2020-29-05 - CleanerHelper: Removed [/Users/cyberdoc/Library/Preferences/com.adobe.AdobeAcroCEFHelper.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/cyberdoc/Library/Library/Caches/com.adobe.Reader]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/cyberdoc/Library/Preferences/com.adobe.AdobeRdrCEFHelper.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/cyberdoc/Library/Application Support/Adobe/Reader]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/admin/Library/Application Support/Adobe/Acrobat]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/admin/Library/Application Support/Adobe/com.adobe.ARMDCHelper]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/admin/Library/Preferences/com.adobe.Acrobat.Pro.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/admin/Library/Preferences/com.adobe.Acrobat.Uninstaller.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/admin/Library/Preferences/com.adobe.AdobeAcroCEFHelper.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/admin/Library/Library/Caches/com.adobe.Reader]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/admin/Library/Preferences/com.adobe.AdobeRdrCEFHelper.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/admin/Library/Application Support/Adobe/Reader]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/Shared/Library/Application Support/Adobe/Acrobat]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/Shared/Library/Application Support/Adobe/com.adobe.ARMDCHelper]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/Shared/Library/Preferences/com.adobe.Acrobat.Pro.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/Shared/Library/Preferences/com.adobe.Acrobat.Uninstaller.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/Shared/Library/Preferences/com.adobe.AdobeAcroCEFHelper.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/Shared/Library/Library/Caches/com.adobe.Reader]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/Shared/Library/Preferences/com.adobe.AdobeRdrCEFHelper.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/Shared/Library/Application Support/Adobe/Reader]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/root/Library/Application Support/Adobe/Acrobat]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/root/Library/Application Support/Adobe/com.adobe.ARMDCHelper]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/root/Library/Preferences/com.adobe.Acrobat.Pro.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/root/Library/Preferences/com.adobe.Acrobat.Uninstaller.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/root/Library/Preferences/com.adobe.AdobeAcroCEFHelper.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/root/Library/Library/Caches/com.adobe.Reader]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/root/Library/Preferences/com.adobe.AdobeRdrCEFHelper.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/root/Library/Application Support/Adobe/Reader]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/Documents/Library/Application Support/Adobe/Acrobat]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/Documents/Library/Application Support/Adobe/com.adobe.ARMDCHelper]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/Documents/Library/Preferences/com.adobe.Acrobat.Pro.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/Documents/Library/Preferences/com.adobe.Acrobat.Uninstaller.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/Documents/Library/Preferences/com.adobe.AdobeAcroCEFHelper.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/Documents/Library/Library/Caches/com.adobe.Reader]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/Documents/Library/Preferences/com.adobe.AdobeRdrCEFHelper.plist]
2020-29-05 - CleanerHelper: FileMissing: Could not remove [/Users/Documents/Library/Application Support/Adobe/Reader]
Ran it again and no leftovers found.
Reinstalled it as directed and get same error message.
Called the number and chose option for a problem in process and waited and waited and waited and waited and waited to get to a person. In the meantime, I tried their virtual assistant with the faint hope of getting to a human who might be helpful. As I found chat logs to be incomplete I tried copying as I went along so there may be a few gaps bu this gives you the gist. Also this is where the “myth” of the hosts file begins. (More later. Aakash had copied my host file to the desktop and did some editing while I was multitasking on another call and replaced the original one, which led later supprtr to tell me this is a “Mac issue and I should contact Mac”. More later.)
September 18, 2019 7:52 PM
We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.
Fill & Sign loads to a blank screen. Exiting out of Acrobat does not fix it. Rebooting sometimes does and it works for a whlile but then stops working.
You are now connected to Kanish, 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.
Kanish
Hello, I'll be happy to assist you.
Conversation ended
April 11, 2:23 PM
Adobe Customer Care Virtual Assistant
Hi. I am the Adobe Customer Care Virtual Assistant. Tell me what you need help with. I'll do my best to understand and find the right person to assist you.
Using Acrobat Pro 2017 ver 2017.011.30166 on my Macbook Pro 2018 running Catalina 10.15.4
Same white screen issue when trying to use "Fill & Sign" and ant find a solution; tried everything suggested by all above. I tried to contact Adobe tech support by phone a few months ago (pre Covid) but gave up after 6 hours on hold. Any solution. I Am close to giving up on Adobe and finding another solution. Any suggestions for a fix or alternative appreciated. I have loved this capability and Acrobat was problem free until two MacOS versions back. My upgrade to my current system was a clean install of Acrobat hoping to fix this and no luck. Any advice appreciated.
Adobe Customer Care Virtual Assistant
You need help with an Adobe Acrobat, PDF, or Sign question. Is that right?
Yes
No
Yes
Adobe Customer Care Virtual Assistant
We didn't find a supported product in your account.
If you haven't registered your product, register here: https://accounts.adobe.com/products.
For free products or older versions, ask our community at https://community.adobe.com
I havbe a paid for Acrobar Pro 2017 for mac license.
Adobe Customer Care Virtual Assistant
I want to make sure I understand clearly. Which of these categories best describes your issue?
Reinstall a product or fix a trial error
Help buying a product or plan
Something else
Something else
Adobe Customer Care Virtual Assistant
I'm still learning. Could you describe the issue differently or tell me your goal?
I want to be sure I understand clearly. Can you describe the issue more specifically?
Human?
Adobe Customer Care Virtual Assistant
I will connect you with an agent. One moment.
We are experiencing unusually long wait times. We apologize for this inconvenience and appreciate your patience.
You are now connected to Faisal, 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.
We are experiencing unusually long wait times. We apologize for this inconvenience and appreciate your patience.
Using Acrobat Pro 2017 ver 2017.011.30166 on my Macbook Pro 2018 running Catalina 10.15.4
Same white screen issue when trying to use "Fill & Sign" and ant find a solution; tried everything suggested by all above. I tried to contact Adobe tech support by phone a few months ago (pre Covid) but gave up after 6 hours on hold. Any solution. I Am close to giving up on Adobe and finding another solution. Any suggestions for a fix or alternative appreciated. I have loved this capability and Acrobat was problem free until two MacOS versions back. My upgrade to my current system was a clean install of Acrobat hoping to fix this and no luck. Any advice appreciated.
You are now connected to Shahbaz, 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.
Posted tis a short time ago to the community support pages. If i cant get the fill and sign function working soon will need to abandon acrobat.
Shahbaz
Hello. I’ll be happy to assist you. Can you elaborate the concern?
When i try to use fill and sign, i get a white screen. Yuor support pages show this is common with no uniform solution. Do you have a fix. I have spend in total over 30 hours trying to fix this and am close to abandoning acrobat products and sharing this with all 3oooo fellow employees of my university.
Happy to talk by phone and eve nlet you remotely log in to me to help fix.
If thuis helps:
Acrobat Professional
Serial edited out by me XXXXXXXXXXXXXXXXXXXXXX
Version:
Platform: MacOS
Registration Date: Jul 5, 2017
Have looks at toyur user com munity pages such as https://community.adobe.com/t5/acrobat/fill-sign-does-not-load-the-file-and-displays-blank-screen/m-... and find nothing of use.
Shahbaz
Let me connect you to Right Team.
thx
We are experiencing unusually long wait times. We apologize for this inconvenience and appreciate your patience.
You are now connected to Nikunj, 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.
Hello. Have i been thrown off again?
Happy to let you log in remotely if desired to fix.
Nikunj
Hello, I'll be happy to assist you. With Acrobat 2017 please allow me to go through the above chat so I can help you accordingly.
ok
Nikunj
Is it OK if I access your computer remotely to assist you with your issue? If yes, please close your personal files and folders. Let me know when you're ready to start the remote session.
ok.
ready
Nikunj
https://screen.share.adobe.com/?ak=3f802dcd8db20b9557b2d81ba5f9d5d2
1.Click or Copy the link and open it in a new browser tab.
2. Download, Save, and then Run the Bomgar setup on your machine.
3. Agree to the License Agreement and Screen Recording.
4. When the Bomgar window opens, click on Allow to start sharing.
.
Nikunj
Let the product download.
Conversation ended
April 11, 5:28 PM
Hello. Is there a corporate contact email to reach out to?
Sorry for the delay. We’re busier than expected. Thank you for your patience.
You are now connected to Akash kumar, 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.
Akash kumar
Hello. I’ll be happy to assist you. What can I help you with today?
Conversation ended
Today 7:23 PM
Adobe Customer Care Virtual Assistant
Hi. I am the Adobe Customer Care Virtual Assistant. Tell me what you need help with. I'll do my best to understand and find the right person to assist you.
Case number: ADB-13239486-X4B5
Adobe Customer Care Virtual Assistant
Ok. I can help you with that.
Click Contact Options at the top of this chat window to see your options.
Adobe Customer Care Virtual Assistant
Did that help?
Yes
No
I was on the phone and was AAkash and he promised to call back ion an hour and never did.
Adobe Customer Care Virtual Assistant
Ok. I can help you with that.
Click Contact Options at the top of this chat window to see your options.
Adobe Customer Care Virtual Assistant
Did that help?
Yes
No
No
Adobe Customer Care Virtual Assistant
Ok. Transferring you to an agent who can help. They'll be able to pick up our chat where we’ve left off.
Connecting you with a specialist as soon as possible.
You are now connected to Faisal, 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.
Faisal
Hi there, happy to help. Could you tell me more about your issue?
Hello. I cant get my Acrobat 2017 Pro Mac to reaxtivate and was left in a kurch by phone support. My case number Case number: ADB-13239486-X4B5
I keep the Activation Failed. We are unable to activate on a prodiuct for which i serial number, receipts and was using until your support person wiped and incompletely reinstalled it whiel remotely connected.
Faisal
Let me transfer you to an agent who can assist you better.
Connecting you with a specialist as soon as possible.
You are now connected to Anil, 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.
Anil
Hi! Thank you for contacting Adobe Genuine Software Team.
Happy to share any info needed.
Anil
Can you please provide me the serial number, so that I can investigate?
ACTIVATION & REGISTRATION INFORMATION:
Product Code: XXXXXXXXXXXXXX
Serial Number: xxxxxxxxxxxxxxxxxxx
Anil
Thank you. I am checking the status of the serial number.
As I can check the serial number ending with 3319 for Acrobat Pro17, is good to go.
Let me transfer the chat to the technical department so they can help you download and install and help you fix any error while using the product.
7:33 PM
Connecting you with a specialist as soon as possible.
You are now connected to Aman, 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.
Thank you.
Aman
Hello, I'll be happy to assist you. As I have checked the serial number, it is for Acrobat Pro 2017 for Mac . Is the application installed?
Yes but it will not activate.
It was workoing except for fill and sign and an earlier support person called and linked to my computer and did not get it installed afte rhe uninstalled it,
Aman
You are getting white screen under fill and sign, right?
That was the problem that got this whole thing going last September and it was escalated. The fellow who took control today uninstalled but did not get it insytalled before we ended the call.
Aman
That is the download link :
https://helpx.adobe.com/in/download-install/kb/acrobat-2017-downloads.html
Let me transfer you to Acrobat team as your case is already in progress.
Connecting you with a specialist as soon as possible.
I have the current donwload on my system and got as far as passwors, accouhnt login and then the error re activation.
You are now connected to Reagan, 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.
Reagan
Hello. I’ll be happy to assist you. What can I help you with today?
Have you read the thread above?
Been dealing with fill and sign failure sing last Septemebr. Have had multimisaventures with tech support. Today, after the usal uninstall and fiddle about the reinstall is not letting me activate.
Reagan
Are you using Acrobat licensed vversion.
Yes. ACTIVATION & REGISTRATION INFORMATION:
Product Code: xxxxxxxxxxxxxx
Serial Number xxxxxxxxxxxxxxxxxx
Let me connect you with the concern team so that they will assist you further
Connecting you with a specialist as soon as possible.
You are now connected to Aman, 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.
Aman
Hello, I'll be happy to assist you. May I know the exact error message.
Activation fasiled. We are unable to activate Adobe Acrobat. Procuct activation is required to use this product
Aman
Is it OK if I access your computer remotely to assist you with your issue? If yes, please close your personal files and folders. Let me know when you're ready to start the remote session.
Yu miust have a working internet connection.....
Do you nee more or can i past a screenshot?
Ready to start
Aman
Remote session link:
https://screen.share.adobe.com/?ak=81421118d929d9864eb85fefa48cdb61
the shield is up
Aman
Please allow em a minute.
Conversation ended
Today 8:19 PM
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 Asha, 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.
Asha
Hello v. I’ll be happy to assist you. What can I help you with today?
Hello Daniel*
Hello Asha - Did as was told and am on hold on the numebr abopve as the same problem arose after turnimng off firewall and uninstalling antivrus/anti-malware softeare and uninsytalling and cleaning and reinstalling.
Please read the thread.
Laast thread:
---------------------------------------------------------
Date: 2020-05-30 07:49:33 +08
To: All Customers
From: Remote Support
A secure, encrypted connection has been established.
----------------------------------------------------------
Date: 2020-05-30 07:49:39 +08
To: All Customers
From: Remote Support
The customer permitted this session to be recorded.
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Date: 2020-05-30 07:49:39 +08
To: All Customers
From: Remote Support
Your support representative will be with you shortly. This session may be recorded for quality assurance.
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Date: 2020-05-30 07:50:16 +08
To: Everyone
From: Daniel M Siegel
Hi A,man. Here is the error.
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Date: 2020-05-30 07:50:17 +08
To: Everyone
From: Remote Support
Aman (Adobe) can now have full access to customer's computer.
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Date: 2020-05-30 07:50:42 +08
To: Everyone
From: Remote Support
The elevation attempt succeeded.
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Date: 2020-05-30 07:50:42 +08
To: Everyone
From: Remote Support
Aman (Adobe) has stopped viewing the customer's screen.
----------------------------------------------------------
Date: 2020-05-30 07:50:55 +08
To: All Customers
From: Remote Support
A secure, encrypted connection has been established.
----------------------------------------------------------
Date: 2020-05-30 07:50:58 +08
To: Everyone
From: Remote Support
Aman (Adobe) can now have full access to customer's computer.
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Date: 2020-05-30 07:54:10 +08
To: Everyone
From: Aman (Adobe)
Do you use any firewall?
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Date: 2020-05-30 07:54:37 +08
To: Everyone
From: Daniel M Siegel
yes. but nothing newrtecently. D
Asha
May I know if you are trying to download Acrobat Professional?
I have donwloaded Acrobat 2017 Professional for Mac which i trying to get activated. I was told i would not have to go through the whole story again.
Date: 2020-05-30 08:02:28 +08
To: Everyone
From: Daniel M Siegel
Can you do this without hanging up? I dont want to spedn another gettiong back to someone who can help. I have been working on this since 230pm today.
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Date: 2020-05-30 08:03:21 +08
To: Everyone
From: Daniel M Siegel
5.5 hours toda
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Date: 2020-05-30 08:03:49 +08
To: Everyone
From: Aman (Adobe)
I do understand that but you can also contact us on 1800-833-6687 after unistalling it. I will mention all the details, so there will be no need to explain again
8:23 PM
Asha
Let me transfer you to dedicated team
Connecting you with a specialist as soon as possible.
You are now connected to Aman, 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.
Hello Aman - Are you the same aman i worked with before?
Aman
Hello, I'll be happy to assist you. Yes, I guided you to turn off firewall and malware. is the issue same ?
Yes and same problems sans firewall and removal of sntivirus/antimalware .
Read 8:28 PM
Aman
Are you connected to any VPN or any other server?
No.
Aman
So, as you saw I checked a hosts file on your device and there were no entries on it. The hosts file is used to connect the activation server and to all the application installed on your device which was cleared. So, I guide you to contact Apple for fixing the hosts file. If you want I can give a try for clean install, but the problem is that it is not connecting to the server.
Give it a try.
Aman
We have tried turning off firewall and anti virus already, they might block the activation. But as it is not working after that also. I will suggest you to fix the hosts file. Because clean install will only re install the application and will again ask for the activation.
You can use a free 30 day trial in the mean time and within the time you will be able to fix the hosts file.
Hosts file will not only impact Adobe files but it will also impact other applications which require activation servers.
Do you want a backup hosts file from a backup drive?
Aman
Yes, please check the hosts file on your backup and open and let me know if there are any entries if there are I will remote in proceed.
8:33 PM
Im plugging in the backup drive now. Please advise the path.
Today 8:34 PM
Aman
Because hots file can not be cleared. There are server entries entered by Apple.
But i can let you see the one on the backup drive. Wehere is it located?
8:34 PM
Aman
The path \etc and then you can just type hosts. You will be able to see hosts file.
8:35 PM
And then I was dropped from the chat. Of course, I had been sitting on hold as I called back after the previous phone interaction in the hope of reaching someone who had used a Mac. Finally, Priyanka answered. After all this wasted time dealing with Adobe’s so called support (and realizing this process was sort of a nightmarish cross between “Groundhog Day” with Bill Murray and “After Hours” with Griffin Dunne, Rosanna Arquette or msybe the quote misattributed to Albert Einstein, “The definition of insanity is doing the same thing over and over again and expecting a different result.” ) I realized that no one was going to believe this, So I, residing in NY state, where one party to a call can record it legally (https://www.dmlp.org/legal-guide/new-york-recording-law ) I recorded the call, which I am happy to share with you, 59:12 seconds of wasted time, at https://www.dropbox.com/s/diawgcdxtzzi7n3/May%2029_%202020%20at%208_30_22%20PM.m4a?dl=0
After this my Hail Mary pass, was to take some advice from Pryanka and “talk to Mac.” Got luck and in 20 minutes was on the phone with a delightful person at Apple who categorically told me the hosts file has nothing to do with Adobes install on Mac while it may on Windows. She listened to me, had me capture some screen shots (they don’t take over , the can see and move a red arrow around but cant do any mischief unlike Adobe. She had me download and run a program called Capture_Data which let her capture a few hundred megs of system info and logs and will be getting back to me by the middle of the week. Unfortunately, she did ask and I agreed to leave the Mac firewall off and not reinstall my other security software. Will update when I hear something.
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