Repeat request for registration on Acrobat XI Pro

[Magrela77]

Acrobat XI Pro is installed in a single PC (Windows 7, 64-bit) as a full (purchased) package, with the correct serial number, but it 'thinks' it is a 'Trial version', and keeps on asking for registration every 30 days, again and again. Has anyone come accross this weird and annoying behaviour? And, if yes, how can it be fixed? Thanks for any help. The Adobe 'chat' representative said this is a 'technical issue' (smart conclusion!!!) and said he could not sort it out because he can only offer 'customer support'!!!???  Great support, indeed...

[Bill12]

This has been reported several times and appears to be a bug. I think there may be a fix that has been posted, but it might have been for another issue.

[Magrela77]

Thanks, Bill. But do you happen to know what the fix is and/or how I can find it?

[Dorsey Creative]

I'm experiencing the same exact issue with Creative Suite 6 on Mac OS 10.7.5.

I also experienced a similar situation with Live Chat. He had me log in as "Not Me" on the registration window, reenter my Adobe ID and Password, enter the Serial Number (which I almost know by heart!!) and then open and quit every app in the suite. I don't know why, but after I launched Adobe Bridge, my computer started going really slow. The clock ticked once every 45 seconds or so. I was still on the Chat session, but unable to reply and I guess the rep got tired of waiting for just over 10 minutes. Imagine that - Customer Service had to wait for me!! Lol! Any way, I had to reboot the computer and to his credit, he emailed me telling me we were disconnected and kindly gave me a link to adobe.com so I could surf through the pages to find support and eventually Live Chat again. 20 minutes in the queue, I gave a case number. I thought it would be easy.... Long story short, the helpless 'tech support' guy disconnected me intentionally. He was useless, asking me to clarify that I was trying to transfer software to another computer? I said, 'Could you please read my case?' and he said 'Just one moment, please kind sir' (or something like that) and he disconnected me.

Thanks a lot Lakhan! That was in my ear!

Keep us posted and I'll do the same.

Bob

[Sandeep_V_]

Hi,

Have you installed Acrobat as a part of Creative Suite6? If yes, then there is a hotfix available on: http://helpx.adobe.com/creative-suite/kb/acrobat-failed-launch-30-days.html

If it is a standalone app, could you please provide the amt3.log located in Temporary directory. Click on Start and type %temp% in the search bar to open this folder.

Please upload it to any file hosting service(https://workspaces.acrobat.com/, dropbox etc.) and share the link.

Bob- I sincerely apologize for the bad experience that you've faced so far. I have sent you a private message to get the case number. Please reply me so I can look into the details.

~Sandeep V.

[Magrela77]

Hi Sandeep;

Thanks for the reply.

No, my Acrobat is not part of a CS, but rather a stand-alone, purchased version of Adobe Acrobat XI Pro.

I have uploaded onto a folder in my DropBox the amt3.log file from today, as well as a Word file in which I have logged  the correspondence with Adobe's Technical Support. I am really appalled by the bad quality of such support and, above all, by the guys not listening or reading what I explain to them in detail!

I now need your email address to send you the shared link from DropBox.

I looked up the https://workspaces.acrobat.com/, but it does not seem to be free, and I will be damned if I pay Adobe any single cent more!

I hope YOU can suggest a fix that really fixes this problem. A situation in which I pay for a product and it has to be activated/registered on a daily basis is obviously unacceptable. The amount of time I have already wasted with this problem, and the aggravation and inconvenience to my work, are priceless!

Kind regards,

Magrela77.

[Sandeep_V_]

Please post the link here.

[Magrela77]

DropBox link deleted by magrela77 on 12 Jan 2013

[Magrela77]

Good morning, Sandeep;

Are you going to phone me now? It is already 8:40 am in Adelaide and I am waiting for your call, as agreed.

Junia.

[Sandeep_V_]

Worked with Junia. Tried some steps and Acrobat launched properly. But Acrobat throws the error after 2-3 days. Junia will let me know if it comes again.

Will post the results on this thread.

[Sandeep_V_ · Accepted solution]

For those who are still facing this issue (or might face in future), this is what I tried on Junia's (Magrela77's) machine:

Product: Acrobat XI retail version (Standalone build)

1). Locate SLCache -> C:\Program Files (x86)\Common Files\Adobe\SLCache

2). Unhide 'Hidden files and folders'. Follow Microsoft TechDoc

3). Create a folder on Desktop and name is something like...SLCacheOld

4). Move files from SLCache(1) folder to SLCacheOld(3) folder

5). Re-launch Acrobat

6). Click on Sign In.

7). When it opens, close it and re-open.

8). Click on License this software.

9). Enter the serial number and Activate.

It worked and product launched in full licensed mode.

Note: If you have other licensed products of Adobe, removal of these files will turn them in 'Trial Mode'. You will have to enter the serial number to license those Adobe software again.

~Sandeep V.