How to Deactivate Acrobat XI Pro If I Don't Have Access To The Old Computer

[Daniel217813384ah7]

I have a serial number for Acrobat XI Pro that I purchased years ago. I recently formatted my computer to sell it, and bought a new computer. I now cannot install Acrobat Pro XI on the new computer because it says I need to deactivate it from the previous computer. I cannot do that--It's been formatted.

I contacted customer support and they won't deactivate the previous installations from their end because it's end-of-life and they want me to buy a subscription for Acrobat DC. 

Is there really no way to do this? I don't care if it's EOL, it still works for me--I don't need anything fancy. I just want to use the software that I paid for even if there is a new version out there.

Please advise, and thank you.

[try67 · Accepted solution]

There's no other way. Contact them again and demand an "activation count reset". Do not even mention Acrobat XI.

While it's true that version is obsolete and not supported, that's irrelevant to this issue and they should still help.

If they refuse to do so, ask to talk to a supervisor. Good luck!

[try67 · Accepted solution]

There's no other way. Contact them again and demand an "activation count reset". Do not even mention Acrobat XI.

While it's true that version is obsolete and not supported, that's irrelevant to this issue and they should still help.

If they refuse to do so, ask to talk to a supervisor. Good luck!

[Daniel217813384ah7]

This worked. I reached out to another customer service rep and this time didn't mention XI. I provided them the serial number and asked for an activation count reset. 

She did it in a matter of seconds without trying to sell me DC like the last guy--thank you so much for the help.

[try67]

Glad to hear it! And also glad to hear that XI can still be activated... Some people suggested that's no longer the case, but I could never get a straight reply from Adobe about it.

[MichaelBedgood at Gmail]

I have called Adobe support several times now asking them to do an activation count reset and none of them will perform this simple task. I even asked to speak with a supervisor and all they would do is arrange a call back. Any suggestions? They act like they dont know how to do an activation account reset and just want to push and sell a monthly subscription.

[try67]

They can no longer do it. Adobe took away their ability to reset it.

[david wr40374191]

It's true the activation count rest option is dead due to Adobe nefarious actions in 2024.

a solution that worked for me to reactivate my license on my computer was suggested by another user.

Go to your account page in Adobe's website and sign out of all logged in locations on their website.

Then go to your software and try entering your license code again.

When I followed these steps, my license code was accepted again on my computer.

I don't know if it will work for you, however, it's better than trying to sell you an unwanted monthly subcription.

Good luck!

[AnandSri · Accepted solution]

Hello!

I hope you are doing well, and thank you for the suggestions that worked for you. As correctly pointed out by our Community Product expert, the support of Acrobat 11 Ended on October 15, 2017. The activation server is also no longer available. End of support means that Adobe no longer provides technical support, including product and/or security updates, for all derivatives of a product or product version. You can refer to this article, but the steps may or may not work as the product is now EOL: https://adobe.ly/4jes2Uu.

I hope this helps.

Thanks,

Anand Sri.