Invalid serial number error.

[teemsk]

I had to get Windows 10 loaded on my work laptop (which previously had Windows 7 and Adobe Acrobat X Pro loaded).  When I tried to re-load Adobe Acrobat X Pro (on the same laptop with the same serial #) I get an Invalid Serial Number error.  What's the problem?

[kglad]

assuming you're using a valid adobe serial number (6 groups of 4 numbers), you have a mismatch between your installation file and serial number.  ie, you can have a valid serial number, but if it's for program A and your installation file is for program B, you will see an invalid serial number message.

common mismatches are language/region (eg, serial number is for western europe and installation file is eastern europe), platform (eg, serial number is for a mac and installation file is win), license type (eg, education vs enterprise vs individual).

and one of the most common is using a program installation file with a suite's serial number. eg, using a cs6 suite serial number with a photoshop cs6 installation file.  that won't work even though photoshop is included in that suite.  you must use the (correct) suite's installation file (and you can choose to only install one program from the suite).

here's official info about that error,  http://helpx.adobe.com/creative-suite/kb/error-serial-number-valid-product.html

[teemsk]

Adobe help desk verified that my Serial number was valid and I even downloaded the exact version from their website that I had on my disk and it still gave me the invalid serial number error.  Like I said, the software worked with that same serial number before my computer was re-imaged from windows 7 to windows 10.  Not sure what to do next as Adobe help sent me here to the forum.

[kglad]

why aren't you using your disk?

[teemsk]

I used the disk the first two times before I contacted Adobe help but I get the same error (invalid serial #) with that as I do with the Adobe downloaded file.  I do get a McAfee intrusion alert as soon as I submit the serial # so do you think the McAfee SW (enterprise SW imposed by our network administrator that I have no control over) that could be blocking the serial # I'm trying to submit?

[kglad]

suspend mcafee and test.

[teemsk]

I can't suspend McAfee.  Our network admins lock our computers down with security policies and don't allow us to change it.  My next call is to them to see if that is indeed the problem and if they can lift the restriction causing the issue.  Thanks for all your suggestions kglad!

[Test Screen Name]

I'd have thought your admins would also want to verify and install all software too. They may not allow Acrobat X to be installed as it is past end of life, a very serious issue for big companies.

[Test Screen Name · Accepted solution]

The intrusion alert is very strange. I wonder if Acrobat is, naturally, trying to connect to Adobe to check your serial, and McAfee is stopping the necessary connection...

[teemsk]

I talked to our network admins and they are indeed blocking us from installing software even though we have computer seats that we are supposed to be able to load SW from their approved list and Adobe Pro is on the approved list.  They are going to temporarily suspend the block to allow me to load Adobe Pro so that should correct the problem.  Thanks for your input!