Need to Transfer Adobe Acrobat Pro 2020 License to New Computer

[daniele_9420]

Hello,
I purchased 11 licenses for Adobe Acrobat Pro 2020 to be used across 11 computers. I have recently replaced one of the computers and need to deactivate the license on the old machine and install the software on the new one.

The installation on the new computer completes successfully, and the serial number is accepted. However, when the software tries to connect to Adobe's servers for license authentication, it returns a generic error, and the activation cannot be completed.

Additionally, when I check my Adobe account, no devices appear under the "Activated Devices" section, which makes it unclear how to properly disassociate the license from the old computer.

Could you please advise on how to proceed and ensure the license can be correctly transferred and activated on the new machine?

Thank you in advance for your support.

[Amal.]

Hi there,

Hope you are doing well and thanks for reaching out.

Uninstalling an app from a computer does not deactivate its license. Follow the steps to deactivate an app or a non-Creative Cloud product.

Deactivation disconnects your app from your computer, allowing you to activate it on another computer or reactivate it later on the same computer.

Please check the steps shared here (https://adobe.ly/4jLCL9u) and see if that works.

Let us know if you experience any trouble and need more help.

[daniele_9420]

I followed the suggested steps, but no devices are activated to be dissociated. When I start Adobe, it tells me that it needs to connect to the website, which happens correctly, but then I get the message: 'An error has occurred. For more information, try restarting Acrobat or contact your administrator.' I contacted my administrator, and they followed all the procedures recommended on your website, but we are still unable to resolve the issue. For this reason, we thought it might be related to the fact that the software is still functioning on the old PC. How should I proceed? If it helps, I can provide the activation code and the order details

[AnandSri]

Hello Daniel!

I hope you are doing well. Thank you for sharing additional details. Please refrain from sharing personal information on public forums, such as serial numbers or order numbers, for security reasons.

Since Acrobat 2020 uses perpetual licensing, it is activated via serial number and attaches the machine ID. As you shared earlier that you don't have access to the previous computer, and you won't be able to deactivate the serial number from the machine. 

We verified your Adobe ID (email) and couldn't find any serial number registered under your Adobe account. If you have purchased the product as a Volume license, ensure you download the setup from the Licensing website: https://adobe.ly/4jYWRgU

Please download the installer and activate it using the provided serial number. If you continue to experience issues, please send me your contact details, including the best time to reach you and your timezone, via direct message only. To do this, click on my username and select "Message" to send a direct message.

Regards,

Anand Sri.

[daniele_9420]

Good morning,

I think I have explained myself imprecisely:

- I bought 11 perpetual licenses for adobe 2020 pro and they were installed.

- I have now changed the computer BUT I still have the old computer available, waiting to complete the data transfer.

- I confirm that in my adobe page I do not see associated products.

- I managed to install the product and accepted the SN, the problem that I encounter is at the time of opening the adobe page, which logs but by an error.

- our IT office has tried to make the interventions by Admin that are suggested but have not been decisive

kind regards

Daniele

[AnandSri]

Hi Daniele!

Please let us know how we can assist you further. If you can provide the original order number or the email associated with the licenses, we would be better able to identify the additional details. If you find this information, please share it only through direct message.

I look forward to your response.

Thanks,

Anand Sri.

[daniele_9420]

Adobe Order Number 147678495 issue date nov 10 2021

[AnandSri]

Hello Daniele!

Thank you for providing the order number. However, I could not find the serial number. I have sent you a direct message with more details; please share that information only in the direct message.

Regards,

Anand Sri.