Unable to register Adobe Acrobat XI; strange interaction with customer support
Hi,
I'm trying to activate my copy of Adobe Acrobat XI. I've been using this for a while, and it seems like recently it became a trial. While trying to activate, I logged into my Adobe account, and entered the serial number, but it gave me an error message saying the serial number is invalid and asking me to contact customer support. I did this, and had a strange interaction with the second Adobe representative I interacted with.
- The first rep checked and said my license was good. The second rep said the same thing, and also had me check this from my online account, but at the very end all of a sudden started saying my license was expired
- The second rep tried sending me a link which both Chrome and Safari said "This connection is not private", and then kept asking me to click passed a message saying "This may be caused by a misconfiguration or an attacker intercepting your connection." I have been told not to click passed this dialog. After this, the rep tried getting me to give remote access to my machine, which I have also been told not to do.
Is what Adobe was telling me, that it is safe to ignore the "This connection is not private" message, correct?
What do I need to do in order to activate my copy of Adobe Acrobat? Thanks!
Here is a copy of the transcript: (I have redacted my personal info and the serial number)
Akash
Hi! Thank you for contacting Adobe Genuine. How may I assist you?
>> I'm not being able to register my Adobe Acrobat XI licens
>> I got this license from [University] when I was a student there
>> It was working before, but it seems to not be working anymore
Akash
Could you please help me with the license key so that I can check it for you.
>> This is the one I have written down:
>> XXXX-XXXX-XXXX-XXXX-XXXX-XXXX
Akash
A D, as I checked the status of your serial number that is ending with-XXXX is good to go, there might be some installation issue or activation issue regarding your serial number that is the reason you keep getting the invalid message, let me go ahead and connect your chat to the installation department they will help you out and do the needful for you.
>> ok, thank you
Connecting you with a specialist as soon as possible.
You are now connected to Khushwant, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
Khushwant
Hello, I'll be happy to assist you with registering the serial key of Adobe Acrobat XI.
>> Hi, thank you
Khushwant
You are welcome!
As I am able to check the serial key of the product is already been attached to one of your old email id with your username.
10:46 PM
>> ok, what would I need to do to use it here?
>> I think I am logging into the same account
>> I have one adobe account
Khushwant
As I am able to check it is a different email id with your username.
Kindly help me with all of your possible email ids.
[email-address]
is that the one?
Khushwant
Thank you for the infomation.
Yes, the product is attached to[email-address].
Yes, the product is attached to [email-address].
ok, I just checked, that is what I am trying to sign into while registering
Khushwant
I would like to inform you that in order to get the serial key of the product you need to go to > www.adobe.com and then sign in with your adobe id [email-address]> and then you need to go to manage account and then click on Plans > go to My products and there you will be able to locate the serial number of the product.
>> ok, let me try this
>> I got "An error appeared while registering your product"
>> Actually I already see it in the registered products below
Khushwant
As the product is already been registered on your email id [email-address], it cannot be registered again.
>> Right -- I am trying to register the software on my computer
>> and I am logging into [email-address]
>> but I'm getting the error that the serial number is invalid
Khushwant
I am sorry but I am unable to understand your issue.
>> So I have been using Acrobat XI for a while, but recently it popped up a thing saying the trial has expired and I need to enter the serial number
>> so I did that, and it had me log into my adobe account, which I did
>> and then it had me enter my serial number
>> but when I did that it said my serial number is invalid
>> so what do I need to do?
Khushwant
Are you trying to install the product in Windows or Mac?
>> Mac
Khushwant
Kindly uninstall the product which you have installed and install the product Acrobat Pro XI from the above link and enter the serial key of the product to activate the product and use it.
10:57 PM
>> The link you sent above seems to be bad?
>> Chrome is telling me "Your connection is not private"
>> And comes to an error page
10:57 PM
Khushwant
Kindly click on Advance and click on Continue to download the file.
>> It is saying "This may be caused by a misconfiguration or an attacker intercepting your connection."
>> How do I know that this is ok?
10:58 PM
Khushwant
May I start a remote session with your computer to troubleshoot the issue? If this is okay, please close your personal files/folders before sharing your screen with me.
>> Uhh, I don't feel comfortable sharing my computer
Khushwant
Download the file using Safari browser.
>> Ok, let me try that
Khushwant
Sure!
>> Safari is also giving me the same error
>> "This connection is not private"
Khushwant
Are you trying the file in a work computer or is it connected to work network?
>> No, this is my home internet connection
Khushwant
In order to check the issue, we need to start a remote session.
>> I don't feel comfortable doing that
>> I can send you screenshots of the error pages
>> Is there a way you can get the key to work?
Khushwant
I am sorry but we will not be able to help you without a remote session.
>> Uhh, I have a license of this software
>> and I need to be able to use it
Khushwant
That is the reason we are asking for a remote session so that we can check the error message and help you in downloading the file as soon as the file is been downloaded, kindly close the remote session.
>> This seems very unprofessional sending me somewhere that says that attackers could be trying to intercept my connection
>> and then requesting access to my machine
>> I can send you screenshots of the error pages
>> or what I see
>> and do what you ask me to do
Khushwant
Sure, if you get an message as "This connection is not private" there is a "Advance" option below in the page you need to click on that option and click on "Continue" to download the file.
>> Right, and that says that "attackers could be trying to intercept my connection"
>> I'm questioning do you work for Adobe?
Khushwant
There is "Adavance" option below it, kindly click on that.
Yes, I am from Adobe and you have contacted Adobe.
>> This seems very strange that Adobe is sending me to these weird error pages
Khushwant
I am sorry to inform you that, currently we are facing technical issues, due to which the download links to older Adobe product are unavailable. We are working on to resolve the issue.
>> Ok, would you be able to open a ticket that I could follow up with once this issue is resolved, with an eta of when you expect a fix?
Khushwant
Kindly download the file from the link which we have shared with you as the link is directly from Adobe and no third party links are been shared from our end.
or better, would you have a license key that I could use to get this working now?
again, the link you sent me doesn't seem to be working
>> This link seems to be going to something called a248.e.akamai.net
Khushwant
Kindly click on Advance option in the page where you see "attackers could be trying to intercept my connection" there is a "Adavance" option below that.
Click on continue to download the file.
>> This link does not seem to be going to adobe
Khushwant
If you wish to install the product, kindly click on Advance and click on Continue to download the file and install the product and use the serial key XXXX-XXXX-XXXX-XXXX-XXXX-XXXX [same as the one above] to activate the product and use it.
>> I have been told it is not safe to do what you are saying, this is why chrome and safari both put that error message there
Khushwant
It is safe as the same link is been shared to our every Adobe customer and every Adobe customers uses the same link to download and install the file.
Then why is there an error message?
>> How do I know I can trust this?
Khushwant
If you are facing trust issues, kindly visit Adobe forums. The dedicated support is available at Adobe forums, kindly visit Adobe forums for the best help and solutions possible as we do have dedicated team members to help you out and kindly post your concern, so you will get a reply back within 24-48 hours.
>> Is there a key you could give me in the meantime that I could get this working for now?
>> or some way you can extend the trial period
>> I have a valid key
>> and you have already verified that
Khushwant
The key which you have shared with us is good to go.
>> But it isn't working for me
>> Is there a key you have that will work when I enter it and log in with my account?
Khushwant
Kindly uninstall the previous file and install the file from the download link and the product is good to go.
>> I don't think you are understanding what I am saying
Khushwant
The same key which you have shared with us is the key used to activate the product.
Kindly launch the product and see on the top left corner what is the application name of Acrobat which you have installed.
11:17 PM
>> At the top left it says "Adobe Application Manager"
>> next to the apple icon
>> The serial number window says "Adobe XI Pro" at the top of it
Khushwant
Launch the application Acrobat and let me know what name is written on the top left corner.
ok, let me try closing the window and relaunching
>> It goes straight to "Adobe Application Manager"
>> The window says "Adobe XI Pro Trial"
>> and "Adobe XI Pro" at the top
Khushwant
Is there an option for "license this software"?
>> Yes
>> Should I click on that?
11:20 PM
Khushwant
Could you please tell me have you purchased the product from Online Store or Reseller or from Adobe?
>> I received this license from [University] when I was a student there.
Khushwant
As I am able to check the serial key of the product is been expired and the serial key was been expired on 9/1/14. Due to which it is unable to accept and the same serial key cannot be used now.
>> Oh what?
>> I thought I was just told that this is a valid key?
>> And I have been using it for a while
>> When I was given this key it was not supposed to expire
>> I'm confused
>> What changed?
Khushwant
Kindly contact back [University] and ask them to share the new serial key, so that the product can be activated and you used.
>> Earlier in this thread, you said this was a valid key
>> "A D, as I checked the status of your serial number that is ending with-XXXX is good to go, there might be some installation issue or activation issue regarding your serial number that is the reason you keep getting the invalid message, let me go ahead and connect your chat to the installation department they will help you out and do the needful for you."
Khushwant
I am sorry the message is not been shared by me.
>> Ah, this was someone named Akash from "Adobe Genuine"
>> But he said this is a valid key
>> why are you telling me that this is not?
11:25 PM
Khushwant
The serial key is valid but the serial key is been expired on 9/1/14.
I am sorry for the invalid information was been shared by the previous agent.
>> So then the whatever that link you sent me would not work?
Khushwant
As the same product is been installed in your computer, which was been shared by you, but the serial key of the product is been expired.
>> I'm confused what do you mean by that?
Khushwant
As the serial key is been expired it cannot be used to activate the product.
Kindly contact back the reseller or the online store from where the product was been purchased, so that they can share the new serial key.
>> Hmm, ok. This is all very strange.
>> I think I will post a copy of this chat on the adobe forum as you suggested and see if I can get help there.
Khushwant
Sure, but the new serial key would be provide the reseller or the online store from where the product was been purchased.
>> Hmm, ok, thank you
AdChoices