Installing Acrobat XI Pro to a new PC

[Becky.Childs.OSIL]

Hello, I have just swapped to a new computer. I deactivated the Acrobat XI Pro on my old computer before uninstalling, I have reinstalled to my new computer successfully using the existing software disc, but when trying to open Acrobat XI Pro on my new machine I get an error saying "Serial Number you provided is valid, but a qualifying product could not be found on this computer" - Acrobat XI Pro is not an option on the "Product" dropdown menu and if I try to enter the serial number from the packaging I get an error saying "This serial number is not for a qualifying product. Please try another". Please can you help me get Acrobat XI Pro back?!

[~graffiti]

This is the forum for the free Acrobat Reader.

When you got XI on your old machine, was it an upgrade from an older version?

[Becky.Childs.OSIL]

I believe so, but I do not have the original install details (version/serial number, etc.) as I inherited the machine from a colleague!

[try67 · Accepted solution]

You must find the old serial number. Without it you can't use the upgrade version you have.

[Becky.Childs.OSIL]

ok, thanks

[try67]

[Question moved to the Installing, Updating, & Subscribing to Acrobat forum]

[MarianO]

I have the correct serial number but the Adobe list of products doesn't include Acrobat XI Pro. Just standard  and older.

[try67]

Please explain your situation in more detail.

[MarianO]

I've uninstalled Acrobat XI Pro from the old computer and downloaded it from Adobe. I had first  bought the progrram in 2012, then updated it a couple of years ago. I put in the 2018 serial number and got the reported message. I've since found the earlier SN, and uninstalled the program but it didn't want a SN, just thanked me for the free 30 day trial. It's not opening when I double click the icon. I've opened it as administrator, but it didn't work properly. It created one pdf, but now it doesn't open at all. I'm using Windows 10 on a Surface Pro 7, up from Surface Pro 3.

[try67]

Where exactly did you download it from? Adobe removed the installers from the public website. They are only available if you purchased it as a download originally, from under you account.

[MarianO]

downloaded from:

esd.adobe.com/AdobeProducts/legacy/99CABBAC-C975-4A06-8D99-064C6871EE80/APRO/11/win32/AcrobatPro_11_Web_WWMUI.exe

From my Adobe account and order history. Suggestions?

[try67]

As I wrote before, that means your license is an upgrade, so after entering the serial number you need to also enter the serial number of an earlier qualifying version, so of course the version you install will not appear in the list of products. Without it you can't use the application. Hopefully you registered that earlier version too, and if so it should appear under your Adobe account.

[MarianO]

I don't have anything earlier than the first XI Pro. The previous was probably on a CD, it doesn't show on my Adobe account and I have no CD player. I'd say it's a modern catch 22. Not a great way to deal with a customer of at least two decades.

[try67]

I don't see how it's a "catch-22"... You bought a version that is heavily discounted because you had a previous full license, so it's completely normal that you're asked to prove that you indeed have such a license (by entering its serial number during the installation) when you want to use it. If you can't do that then you can't use what you bought. Otherwise no one will buy the full license, only the upgrade versions...

[davidb48517665]

The same thing happened to me, except I KNOW my version is full. The only difference is that mine was bought with an education discount.

[Benderic]

Not exactly true.  We have several of the FULL version licenses for Acrobat Pro XI and get the same message.  These are the original licenses purchased thru Adobe directly for XI Pro full version.

[try67]

If you're getting that version it means the serial number you're using is for an upgrade license.