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License rejected after motherboard replacement

Community Beginner ,
Jan 19, 2024 Jan 19, 2024

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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on my laptop was replaced and I can no longer access my Adode Acrobat Pro X. When I enter my license I get a "no longer valid or expired" message and I am offered a free trial or a new paid plan.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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General troubleshooting , Install update and subscribe to Acrobat , PDF

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Community Expert ,
Jan 19, 2024 Jan 19, 2024

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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.


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Community Beginner ,
Jan 24, 2024 Jan 24, 2024

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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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Community Expert ,
Jan 20, 2024 Jan 20, 2024

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++ 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:

 

 

 

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Community Beginner ,
Jan 24, 2024 Jan 24, 2024

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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.

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