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Unable to activate Adobe Pro XI after change of hard disk

New Here ,
Nov 16, 2017 Nov 16, 2017

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My license has been activated months ago and last month the hard disk is spoiled and no longer accessible.

Have bought a new hard disk and do the PC installation and then install my Adobe Pro XI back into the new hard disk but my attempt to activate the license has failed.

Has tried to contact support and the operator at that time remote to assist but also unable to solve my issue. case reference : 0189486206.

Can anyone point me the right direction as to how can i get my Adobe Pro XI to be reactivated in the new hard disk.

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Install update and subscribe to Acrobat

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Community Expert ,
Nov 16, 2017 Nov 16, 2017

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what problem do you see when trying to activate?

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Adobe Employee ,
Nov 16, 2017 Nov 16, 2017

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Hi Interstateme,

As you are trying to install the application on Windows, could you please let us know what exactly happens when you try to activate the application.

It will be helpful if you can share the screenshot that you get when you try to activate the license.

To add the screenshot here, please use the insert icon provided in the reply window as shown below:

Once you click on this icon, you get a small window.

Click on Insert Image and then browse the location where you have saved the screenshot file.

Select the file and click on Open > Insert Image.

You have mentioned that it is a system at work, do you have the admin access to that machine?

What is the OS version installed on your system?

Regards,

Meenakshi

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New Here ,
Nov 19, 2017 Nov 19, 2017

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Installing the software was no issue. it is Windows XP. it is after complete installation that it mention unable to validate the serial number and ask to contact support.

My guess would be reason i was unable to validate it was due to i did not deactivate my license which was activated on the spoiled hard disk.

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Adobe Employee ,
Nov 19, 2017 Nov 19, 2017

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Hi Interstateme,

Could you please share your Adobe ID in a private message, under which you have purchased the subscription.

Note: Please do not share your Adobe ID here on forums and any other social sites ass it can be misused.

I have sent you a message, you can reply to that message with the details asked.

Regards,

Meenakshi

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Adobe Employee ,
Nov 21, 2017 Nov 21, 2017

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Thank you for sharing details. The license seems to be active.

Please let us know what exactly happens when you try to install the application.

Do you get any error message? If yes, please share the exact message you get.

It will be helpful if you can share the screenshot of that page where you get the error.

To share the screenshot, click on Inset image icon as shown below:

Then click on "Choose File" and browse to the location where you have saved the screenshot.

Select the image file and click on "Open". Then click on "Insert Image" tab at the bottom to add it to forum reply.

Regards,

Meenakshi

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New Here ,
Nov 27, 2017 Nov 27, 2017

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There was not any error message. Just mention unable to validate the license.

As mention the license was activated on the OLD SPOILED HDD.

Now i am trying to activate it on the NEW replacement HDD.

I am currently not at customer site for the snapshot capturing.

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New Here ,
Nov 29, 2017 Nov 29, 2017

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Hi,

I'm having a similar problem when trying to activate Acrobat Pro 11 on a new laptop (running Windows 10, as was old laptop).

Installs fine but when trying to activate, it says the serial number is invalid!

Have just tried again and have noticed that, despite clicking to download the correct program,  the dialogue box asking for the serial number shows "Adobe Acrobat DC (2015) (Classic) - Setup".

Spoke to someone at Adobe this morning using Chat but they just palmed me off onto this "specialist team that is dealing with Acrobat 11 issues" - i.e. the forum, to sort it out for myself! Shocking "customer service" considering we're talking about a paid-for, premium version of one of their softwares!

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New Here ,
Nov 29, 2017 Nov 29, 2017

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Ok, scrap that about the dialogue box showing the incorrect version. I have just deleted it and re-downloaded and it is showing correctly now - I must've inadvertently downloaded the incorrect version! Still doesn't activate though.

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New Here ,
Nov 30, 2017 Nov 30, 2017

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Finally got a half-sensible answer from someone on chat - turns out that Adobe will happily take your money and in return they'll let you activate the program just once!! So, don't go buying a new computer and if you have a hard-disk failure or similar, that's just unlucky in their eyes!

Pretty damn poor Adobe!!!

The hunt is on for a more accommodating alternative (for all Adobe products)!

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New Here ,
Dec 03, 2017 Dec 03, 2017

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If that is the case, why mark it as perpetual license.

Might as well set all to become OEM license. and stat in there "ONLY activate ONCE".

This cannot be the answer. If yes, this is plain lame.

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Adobe Employee ,
Dec 05, 2017 Dec 05, 2017

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Hi Interstateme,

Sorry for the delay in response.

Please try to install application from this link Download Pro or Standard versions of Acrobat DC, 2017, XI, or X

Then try to activate the application. Check if you still get the same error message.

If you still get the error message, please share the screenshot of the page where you get the message.

To add the screenshot here, please use the insert icon provided in the reply window as shown below:

Once you click on this icon, you get a small window.

Click on Insert Image and then browse the location where you have saved the screenshot file.

Select the file and click on Open > Insert Image.

We will be waiting for your response.

Regards,

Meenakshi

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Adobe Employee ,
Dec 06, 2017 Dec 06, 2017

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Hi FLUK,

Sorry for the delay in response.

I have checked that you have the Adobe Acrobat service as a part of OEM bundle.

You may have got this application with a printer or the Dell laptop most probably.

We cannot activate the products that are part of the OEM bundle.

In this case, for the activation issues, I would suggest you to contact the vendor of the device with which you have received the application.

Regards,

Meenakshi

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New Here ,
Dec 06, 2017 Dec 06, 2017

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The software is perpetual license which is brought from one of the distributor in the country.

Can ignore this if there isn't a way to do this. will look for alternative solution rather than such adobe in future.

Disappointed in the Post-Sales Support.

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Adobe Employee ,
Dec 06, 2017 Dec 06, 2017

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The last reply was for FLUK2013.

Please let us know if you did try installing the application from here Download Pro or Standard versions of Acrobat DC, 2017, XI, or X

Do you get the same error message?

If yes, please share the screenshot of the page where you get the message.

Steps to share the screenshot are mentioned in the reply 11.

Thanks,

Meenakshi

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