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srushdy
Participant
January 19, 2024
Question

License rejected after motherboard replacement

  • January 19, 2024
  • 2 replies
  • 1640 views

I have a valid license for Acrobat Pro X registered in 2013 and I transfered it without problem to new laptops. Today the motherboard on my laptop was replaced and I can no longer access my Adode Acrobat Pro X. When I enter my license I get a "no longer valid or expired" message and I am offered a free trial or a new paid plan. I don't want to do either. Just restore my valid product key. How do I do that. I cannot find anywhere how to contact an Adobe service. Thanks for any help on this.

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    2 replies

    ls_rbls
    Community Expert
    ls_rblsCommunity Expert
    Community Expert
    January 21, 2024

    ++ Adding to the topic,

     

    I am not familiarized with Acrobat X, but just in case, You may also want to deactivate the old device (the computer with the old motherboard) that your current Adobe ID may be associated with at:

     

     

     

    S
    srushdyAuthor
    Participant
    January 25, 2024

    Thank you for your response. This was also suggested to me and I tried to do that, but my account shows no active devices. So it must be another problem. I am now chatting with Adobe Care on X. Let's see what happens. Thanks again.

      B
      Bradley36270993c9yk
      Participant
      March 23, 2024

      I have the same problem.  Dell replaced my motherboard yesterday and today I have learned that Adobe Acrobat Pro X will cease to function in 2 days as I am out of activations.  Unfortunately I can't deactivate the early installation as the Dell engineer took the defective motherboard with him.

      Could you give me some pointers if you have managed to sort the problem.

      Thank you..

      try67
      Community Expert
      try67Community Expert
      Community Expert
      January 19, 2024

      The activation uses information about the computer's basic hardware, such as the motherboard, to identify it.

      You would need to remove the application, clean the computer  from all traces of it (using this tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html) and then re-install and re-activate it.

      If your activations ran out you'll need to ask Adobe for an "Activation Count Reset". Don't let them send you back here, we can't help with that. Only they can.

       

      To contact Adobe directly for help with this issue, use one of these channels:
      Chat support: https://helpx.adobe.com/contact.html?rghtup=autoOpen
      (make sure pop-ups are not blocked; type "Agent" to chat with a real person, or via phone, during working hours)
      Twitter: https://twitter.com/AdobeCare
      There's no email support.


        S
        srushdyAuthor
        Participant
        January 25, 2024

        Thank you very much for your answer. I only saw it yesterday because it went to spam. I uninstalled the product ans used the cleaner and re-installed, but still with the same issue. The problem is that my Adobe account does not show any active installations so I cannot deactivate. I finally got Adobe Care on Twitter and still going back and forth with them. They are suggesting the same deactivation. Hope it gets resolved somehow. Thanks again for your prompt and full answer. 

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