Serialization error: "Offline exception grant process failed."

Report · Jun 11, 2021

Hi,

I am trying to serialize Acrobat Pro 2020 so that our users will not have to sign in when they run it.

I downloaded the customization wizard from https://www.adobe.com/devnet-docs/acrobatetk/tools/Wizard/index.html - CustWiz2000920067_en_US_DC.exe - and installed it. (there were no previous versions on this pc)

I then ran "C:\Program Files (x86)\Adobe\Acrobat Customization Wizard DC\CustWiz.exe",

did File / Open package,

and pointed it to the files that were unzipped from Acrobat_2020_Web_WWMUI.zip:

specifically, \Acrobat_2020_Web_WWMUI\Adobe Acrobat\AcroPro.msi

Under Personalization options, I entered the serial number, and clicked "Grant Offline Exception & Disable Registration"

I then got an error message box:

Offline exception grant process failed. Please refer to oobelib.log in %temp% folder and wizard help for more details

I've done this procedure before with Acrobat 2017. What is the problem with 2020 and what can be done about it?

Can a 2020 serial be used with 2017? What is the 2017 end of support date?

Thanks,

Dan

Report · Jun 11, 2021

What does it say in the log file that the message referred to?

Report · Jun 11, 2021

06/11/21 14:21:34:779 | [INFO] | | | | PCDService | | | 14232 | PCD Service in non-threaded mode
06/11/21 14:21:34:779 | [INFO] | | | | DispatchClientLib | | | 14232 | Dispatch table loaded from path: C:\Users\ADMINI~1\AppData\Local\Temp\Cus3D55.tmp\dispatchtable.xml
06/11/21 14:21:34:780 | [INFO] | | | | DispatchClientLib | | | 14232 | (re)load Local Dispatch Table status-[0].
06/11/21 14:21:34:781 | [INFO] | | | | DispatchClientLib | | | 14232 | Scope : [2]
06/11/21 14:21:34:781 | [INFO] | | | | DispatchClientLib | | | 14232 | Setting scope to GM
06/11/21 14:21:34:841 | [ERROR] | | | | OPMWrapper | | | 14232 | Failed in getting value for key in OPMGetValueForKey
06/11/21 14:21:34:841 | [INFO] | | | | OOBELib | | | 14232 | Failed to get Proxy username in OPM DB
06/11/21 14:21:34:842 | [INFO] | | | | AXFBLicensing | | | 14232 | Failed to load axlibv7.dll, trying again
06/11/21 14:21:34:842 | [INFO] | | | | AXFBLicensing | | | 14232 | Failed to load axlibv7.dll, trying again with axlib in ACF
06/11/21 14:21:34:843 | [INFO] | | | | AXFBLicensing | | | 14232 | All function pointers successfully retrieved
06/11/21 14:21:34:843 | [INFO] | | | | OOBELib | | | 14232 | Received Params for Online Validation : Driver : V7{}AcrobatESR-20-Win-GM, Caller : 3
06/11/21 14:21:34:843 | [INFO] | | | | OOBELib | | | 14232 | received LEID : V7{}AcrobatESR-20-Win-GM
06/11/21 14:21:34:843 | [INFO] | | | | OOBELib | | | 14232 | Supported Locales : ALL
06/11/21 14:21:34:843 | [INFO] | | | | OOBELib | | | 13436 | OOBELib ValidateSerialOnline
06/11/21 14:21:34:844 | [INFO] | | | | DispatchClientLib | | | 13436 | Scope : [2]
06/11/21 14:21:34:844 | [INFO] | | | | DispatchClientLib | | | 13436 | Setting scope to GM
06/11/21 14:21:34:844 | [INFO] | | | | OOBELib | | | 13436 | Validate using Driver LEID : V7{}AcrobatESR-20-Win-GM, App LEID : <blank>, SN : [[***redacted***]]
06/11/21 14:21:34:849 | [ERROR] | | | | OOBELib | | | 13436 | Failed to get system default proxy in setProxyCredentialsForIALSession
06/11/21 14:21:34:849 | [INFO] | | | | OOBELib | | | 13436 | Failed to set proxy credentials for IAL session while validating serial number
06/11/21 14:21:34:849 | [INFO] | | | | OOBELib | | | 13436 | IALClient IAL_SetCaller-[0] took-[0.00]ms.
06/11/21 14:21:34:850 | [INFO] | | | | DispatchClientLib | | | 13436 | EndPoint requested: [AES]
06/11/21 14:21:34:850 | [INFO] | | | | DispatchClientLib | | | 13436 | Length of the URL: [51]
06/11/21 14:21:34:850 | [INFO] | | | | DispatchClientLib | | | 13436 | Returning from getEndpointAddr: [0]
06/11/21 14:21:34:850 | [INFO] | | | | DispatchClientLib | | | 13436 | EndPoint requested: [AES]
06/11/21 14:21:34:851 | [INFO] | | | | DispatchClientLib | | | 13436 | Length of the URL: [51]
06/11/21 14:21:34:851 | [INFO] | | | | DispatchClientLib | | | 13436 | URL found [https://lm.licenses.adobe.com/aes/aes/v1/serialInfo]
06/11/21 14:21:34:851 | [INFO] | | | | DispatchClientLib | | | 13436 | Returning from getEndpointAddr: [0]
06/11/21 14:21:34:852 | [INFO] | | | | OOBELib | | | 13436 | HTTPCommunicationAgent::processMessage is https://lm.licenses.adobe.com/aes/aes/v1/serialInfo (extURL=)
06/11/21 14:21:35:069 | [INFO] | | | | OOBELib | | | 13944 | HTTP Request Status code 200.
06/11/21 14:21:35:071 | [INFO] | | | | OOBELib | | | 13436 | HTTPCommunicationAgent- Return Code:[0] response size-[3004] time taken-[218.65]ms.
06/11/21 14:21:35:072 | [INFO] | | | | OOBELib | | | 13436 | Validate Serial status-[0] took-[222.74]ms.
06/11/21 14:21:35:072 | [INFO] | | | | OOBELib | | | 13436 | IALClient IAL_SetCaller-[0] took-[0.00]ms.
06/11/21 14:21:35:072 | [INFO] | | | | OOBELib | | | 13436 | OOBELib No associated locales returned by IAL
06/11/21 14:21:35:073 | [INFO] | | | | DispatchClientLib | | | 13436 | Scope : [2]
06/11/21 14:21:35:073 | [INFO] | | | | DispatchClientLib | | | 13436 | Setting scope to GM
06/11/21 14:21:35:075 | [INFO] | | | | DispatchClientLib | | | 13436 | EndPoint requested: [GetSLConfig]
06/11/21 14:21:35:075 | [INFO] | | | | DispatchClientLib | | | 13436 | Length of the URL: [58]
06/11/21 14:21:35:076 | [INFO] | | | | DispatchClientLib | | | 13436 | Returning from getEndpointAddr: [0]
06/11/21 14:21:35:076 | [INFO] | | | | DispatchClientLib | | | 13436 | EndPoint requested: [GetSLConfig]
06/11/21 14:21:35:076 | [INFO] | | | | DispatchClientLib | | | 13436 | Length of the URL: [58]
06/11/21 14:21:35:076 | [INFO] | | | | DispatchClientLib | | | 13436 | URL found [https://lm.licenses.adobe.com/arlm/slconfig/v1/getSLConfig]
06/11/21 14:21:35:077 | [INFO] | | | | DispatchClientLib | | | 13436 | Returning from getEndpointAddr: [0]
06/11/21 14:21:35:077 | [INFO] | | | | OOBELib | | | 13436 | HTTPCommunicationAgent::processMessage is https://lm.licenses.adobe.com/arlm/slconfig/v1/getSLConfig (extURL=)
06/11/21 14:21:35:272 | [INFO] | | | | OOBELib | | | 15260 | HTTP Request Status code 200.
06/11/21 14:21:35:292 | [INFO] | | | | OOBELib | | | 13436 | HTTPCommunicationAgent- Return Code:[0] response size-[45308] time taken-[215.32]ms.
06/11/21 14:21:35:300 | [INFO] | | | | OOBELib | | | 13436 | Get SLConfig File Data status-[0] took-[226.27]ms.
06/11/21 14:21:35:300 | [DEBUG] | | | | OOBELib | | | 13436 | File successfully downloaded
06/11/21 14:21:35:300 | [DEBUG] | | | | OOBELib | | | 13436 | Deleting older SLConfig.xml
06/11/21 14:21:35:300 | [DEBUG] | | | | OOBELib | | | 13436 | Creating/Updating SLConfig.xml
06/11/21 14:21:35:304 | [INFO] | | | | OOBELib | | | 13436 | Serial number expired status=0
06/11/21 14:21:35:304 | [INFO] | | | | OOBELib | | | 13436 | checking LEID V7{}AcrobatESR-20-Win-GM
06/11/21 14:21:35:304 | [INFO] | | | | OOBELib | | | 13436 | LEID : V7{}AcrobatESR-20-Win-GM qualifies for install
06/11/21 14:21:35:304 | [ERROR] | | | | OOBELib | | | 13436 | Cannot accept a Retail SN in the AAMEE workflow
06/11/21 14:21:35:304 | [ERROR] | | | | OOBELib | | | 13436 | Using Driver/ALL combination for offline/invalid SNs scenario
06/11/21 14:21:35:304 | [ERROR] | | | | OOBELib | | | 13436 | SN validated for AAMEE mode
06/11/21 14:21:35:304 | [INFO] | | | | OOBELib | | | 13436 | OOBELib stat = 27
06/11/21 14:21:35:858 | [ERROR] | | | | Adobe PRTK | | | 14232 | Failed to validate the serial number

-----

it's not a volume license. neither has it expired, we just purchased it.

Report · Jun 11, 2021

If the 2017 version was in the same computer where you're trying to serialize the 2020 version, you may need to fully uninstall the 2017 version completely.

Be sure to run the .msi that originally was used to install the 2017 version; only the corresponding .msi package for a particular version knows how to uninstall itself... not with other uninstaller or via the operating system's.

Is unclear if what you're trying to do involves an upgrade from 2017, or a fresh clean installation of 2020.

Can you clarify this?

And have you checked with Adobe Customer Care about the type of licensing?

Report · Jun 12, 2021

Hi,

Offline exception workflow is only applicable for Volume serial numbers. As per the logs, you have a retail serial number hence the failure.

To activate Acrobat, please provide the serial key when prompted during installation. Post installation launch Acrobat and sign in with an Adobe ID to activate your serial key.