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Participant
October 30, 2017
Answered

Help with Adobe Acrobat Pro XI license issue

  • October 30, 2017
  • 2 replies
  • 2463 views

I purchased Adobe Acrobat Pro XI. I have been using it on one of my computers for the last two years. I decided to purchase a single license of the Creative Cloud Suite which I use on a different computer. Since that purchase, I have been unable to use my regular version of Acrobat Pro XI. I have gone thru support and they can't help me and told me to ask the forums. I have un-installed the program and re-installed using the installer for Adobe Acrobat Pro and the installation has gone perfectly. I have entered my license key, which was accepted and the install completed. When I try to open a pdf, I get a Creative Cloud pop up box stating I need to log out of my other computer in order to use this license, or I can continue on a trial basis. It seems that my regular license has been over ridden by the Creative Cloud Suite. Adobe support cannot help me. Does anyone have any recommendations?

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Correct answer kglad

you must have had something cc installed on that computer, at one time.  at this point perform each step that you are able:

uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

rename your adobe pcd and slstore folders*

uninstall your acrobat xi

clean per Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

restart your computer (don't skip this)

reinstall acrobat xi and activate with your serial number.

do not allow anything from cc to update your acrobat.

* folder locations:

Configuration error in Adobe Creative Cloud

2 replies

georgez88320566
Participant
December 22, 2017

Adobe software product line and license are a big mass! The user can't find clear instruction when purchasing the license.

Adobe software is becoming a crap!

Legend
December 22, 2017

GeorgeZ thanks for your feedback. Do you have a question? If so please tell us exactly what you purchased and what is the issue.

kglad
Community Expert
kgladCommunity ExpertCorrect answer
Community Expert
October 30, 2017

you must have had something cc installed on that computer, at one time.  at this point perform each step that you are able:

uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

rename your adobe pcd and slstore folders*

uninstall your acrobat xi

clean per Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

restart your computer (don't skip this)

reinstall acrobat xi and activate with your serial number.

do not allow anything from cc to update your acrobat.

* folder locations:

Configuration error in Adobe Creative Cloud