Install Acrobat 12 or DC... which is it

[wmupchurch]

Hi,  Adobe continues to frustrate me.  How bad could their profits be if they offer no phone support.  Turning to the forum for help and wishing there was an alternative to acrobat. sigh...

So I bought Acrobat 12 a while ago and had to rebuild my PC.  I need to install it, but instead of just making the download available on the same page as my serial number LIKE EVERY OTHER SOFTWARE COMPANY ON EARTH, the information is hidden.  Can anyone tell me if acrobat 12 and DC are the same thing?  I can't figure out why my product, on my product page, is called Acrobat 12, but any downloads say X, XI and DC.

Thanks to anyone can help!

Mike

[John T Smith]

kglad links in reply #1 here https://forums.adobe.com/thread/2260248 will help

[wmupchurch]

Thank you!  It also looks like, despite my product order saying that I bought Adobe 12, I think I should download DC, is that right?

[John T Smith]

I don't use your version, so download and see if your serial number works... if not, your v12 is not the same as DC

[wmupchurch]

I ran it.  Before I downloaded 1/2 a gig, I wanted to know the version.  Turns out v12 is DC.  Adobe invoice and 'my product' section on the website list v12, but all their downloads and marketing call it DC.  Looks like marketing swerved and operations couldn't keep up.

So, to close this case, if you are trying to install v12 just choose the version of DC that mirrors what you bought (standard or pro), use the download link helpfully supplied by John T Smith above, do the install and enter your v12 license key.

[wmupchurch]

Well, I though I had the answer, but now don't.  I installed and entered my serial number, which it took.  Now trying to run it, I have an error that says serial number is valid, but a qualifying product could not be found on this computer.  So back to square one and ZERO SUPPORT FROM ADOBE.  It's just insanely frustrating.  Not even chat support.  Clearly Adobe is a dying company that can't fund basic support.

If anyone knows how to install adobe 12, please let me know.

[Dov Isaacs]

On behalf of Adobe Systems Incorporated …

There is no such product as Acrobat 12! The product immediately following Acrobat 11 was Acrobat DC.

          - Dov

[wmupchurch]

Dov Isaacs,

Thank you for your clarification, but there is an issue.  When I go to my product page, on your website. I see a license for Adobe... version 12.  Instead, it should say DC, but it doesn't, it says 12.  So then, I go online and try to find v12 to download.  Can't find it... because it's really DC.  How would I know that when your own customer page, on the Plans an Products "view your products" page... shows that I bought..wait for it... version 12?

[Dov Isaacs]

I'll pass along the fact that your purchase was being show as a license for the “wrong” product name. Obviously, this is type of confusion is not something we consider a feature!

          - Dov

[nethajr43351495]

Agree with ericmstein... My account shows 12.0 for DC standard 2015 and 17.0 for 2017 standard. Sadly employees don't yet know their own products.

[GRamos]

Hello Mr. Isaacs,

This is what we see in our Adobe Account > My Products > Registered Products section:

This is what wmupchurch is frustrated about - and not the only one from what I read....

[ericmstein]

Your site, my account, shows my product as Acrobat version 12! I'm in Canada. Perhaps there's a difference. In any case, you do not seem to know what you're talking about.

[iamfarmerte]

You say that, but when I look at my registered products in my account is shows version is 12 not DC.

[Test Screen Name]

So did chat and phone support refuse to help you? Or are you just saying you couldn't find them.

Glad you managed to download the right product. This time KEEP THE INSTALLER SAFE, because there is no guarantee you can download in future. Safe of course means outside the computer...

Anyway, this message is clear (once you've seen it a few dozen times, as we have). You purchased an upgrade license, and this is an upgrade serial number. Now you have to prove eligibility. Just type in the serial number of the qualifying product which allowed you an upgrade. Acrobat X or XI, that is.

[wmupchurch]

Thank you test screen name!

Chat was not available when I tried so I just hacked away.  Later, I tried chat again and it was working but during the 31 minute hold, I tried my v11 serial number and worked.  Please see the answer marked correct for how I solved it.

As for buying an upgrade license, I've never, ever seen a company require a previous license.  I mean, I bought Acrobat.  Why not just give me a serial number for it and be done with it?  Adobe could have different numbering schemes for upgrade vs outright purchase if they want to track it, but if they did this, then the could remove the code that checks for upgrade or not and simplify their install process for everyone.  A license key should be a license.  All other software companies keep this simple and just give you a working key.

Thanks for the advice about keeping the download off my PC.  Doing that now and also adding the serial numbers to a separate file.

[wmupchurch · Accepted solution]

Ah.. the saga continues.  On a hunch, I entered my v11 password on the error screen described above and it worked... Wow.  I mean Adobe, can you not just let a person go their Plans and Products page, download software, install it and then put in the product key on that page to make it run? 

Nope.

First you have to figure out v12 is really DC.  Then download it and install with your v12 serial number.  then try to start it, get an message about previous products and then enter your v11 password. 

Why so frustrated?  Because I shouldn't have to spend over an hour installing software, searching forums, getting routed to no phone support when calling in, chat not working, but somehow now is working, but there's a 31 minute wait.  All easily solved if Adobe could just operationally simplify things. Said it before and will say it again.  Operationally, not a well run company.

So in summary and to solve this for others that need it, here is how you install v12, which is called DC:

Download DC standard or pro (which ever version of 12 you bought) from here: https://forums.adobe.com/thread/2260248

Run the install and enter your v12 serial number

Try to run Acrobat and when you get the previous version error, enter your v11 serial number

There are some smaller logins/acceptance steps, but they are self-explanatory.  Good luck!

[Test Screen Name]

Actually I have seen other companies who need the old serial. It's not uncommon. Some companies front load the check - that is, do it at the time of purchase - but that can lock out resellers so it can be unpopular.

[lucv41354395]

Had the same problem as described. I cannot believe how confusing and difficult this process has been made by Adobe. Took me 1 day to get it working, Lots of frustration. I see my key for version 12, please add a hyperlink to that key to download the software and insert the key after insalling. How difficult can it be. Took me ages to figure this out.

[lucv41354395]

lol, now i receive this email in Chinese? I am dutch. Adobe, whats going on?

https://www.screencast.com/t/a9To1YzrmCH