License rejected after motherboard replacement

[srushdy]

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on my laptop was replaced and I can no longer access my Adode Acrobat Pro X. When I enter my license I get a "no longer valid or expired" message and I am offered a free trial or a new paid plan.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

[try67]

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.

[srushdy]

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. 

[ls_rbls]

++ 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:

• https://account.adobe.com/activated-devices

[srushdy]

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.

[Bradley36270993c9yk]

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..

[Abambo]

@Bradley36270993c9yk ,

Recent reports show that Adobe customer care is no more able to reset the licence count. You may try your luck anyhow: Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled, you need to accept cookies! If the chat window fails to open, or is non-responsive, use a different device and/or browser to start the interaction.

For support via Twitter:
https://twitter.com/AdobeCare

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)

Important: Adobe does NOT contact you unsolicited by e-mail or direct message. If you get contacted by direct message from a person, claiming to be an Adobe employee, look at that profile and check if they bear the “Adobe Employee” marking under their name. Adobe support does not use Skype to give you support.
If in doubt, ask the forum.