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adriany15364400
adriany15364400
Participant
September 25, 2016
Answered

Acrobat X Pro will not activate when installed as part of CS6

  • September 25, 2016
  • 4 replies
  • 2712 views

I have been referred on to the forum by Adobe support, who could not resolve this issue. I've found lots of similar reports, but nothing that works in this particular situation. Hopefully the experts out there have some ideas!

I installed Acrobat X Pro as part of CS6 Design and Web Premium. All other products activated and worked correctly, but Acrobat will not activate. Whenever I try and run Acrobat I am prompted to either start a trial, or license the product. Regardless of what option I selected (and I've tried them all!) the dialog window goes away, only to return a few seconds later.

I have tried:

1. Uninstall all Adobe software, and reinstall from CS6 installer

--> Other CS6 products work, Acrobat doesn't

2. Deactivate and then reactivate CS6

--> Other CS6 products work, Acrobat doesn't

3. Help page (Doesn't launch after 30 days | Installed as part of a CS6 suite )

--> The acrofix.exe file exists with Error Code 5.  I have no idea what this means, and support couldn't help.

4. Online "chat" support

--> "I want to inform you that this issue is only supported on Forums.adobe.com as we have a team of Expertise who are trained and have knowledge about this product."

A few details:

* Laptop is Windows 10 64-bit

* CS6 products have previously worked on this laptop, and then I upgraded to a Creative Cloud subscription (but kept the CS6 version of Photoshop)

* I have since cancelled my Creative Cloud subscription

Any help or suggestions appreciated!

This topic has been closed for replies.
Correct answer adriany15364400

Solved! After putting this problem aside for a while I contact customer support again. They were able to remotely diagnose and resolve this problem by deleting the cached user credentials file from my computer. When restarting Acrobat X I was able to enter my CS6 license key and activate the CS6 suite of products.

4 replies

adriany15364400
adriany15364400AuthorCorrect answer
Participant
October 30, 2016

Solved! After putting this problem aside for a while I contact customer support again. They were able to remotely diagnose and resolve this problem by deleting the cached user credentials file from my computer. When restarting Acrobat X I was able to enter my CS6 license key and activate the CS6 suite of products.

AadeshSingh
AadeshSingh
Participating Frequently
September 26, 2016

Hi adriany15364400

Try the offline activation method mentioned in this link Activation and deactivation troubleshooting

Regards,
Aadesh

adriany15364400
adriany15364400Author
Participant
October 1, 2016

Hello again,

Apologies for the delayed reply - I have been without internet access for a few days.

With regards to offline activation (Activation and deactivation troubleshooting): I have followed the steps in the article, but at no stage do I receive an option to activate offline, and no error message is displayed when trying to activate online.

Since all of the other CS6 apps are working fine, I'll keep trying to activate Acrobat using different methods. I'll post an update here in a few days.

    adriany15364400
    adriany15364400Author
    Participant
    September 26, 2016

    Hi Aadesh,

    Thank you for the suggestions.

    The full output from acrofix is:

    --

    C:\Users\adria\Downloads\Acrofix>Acrofix.exe

            Copyright 2012 Adobe Systems Incorporated
            All rights reserved.

    Exit Code:5

    --

    I have cleared the windows temp folder and tried the process again, but still no luck.

    I do know that Acrobat Pro X was running fine on this exact machine 12 months ago, soon after upgrading to Windows 10. However there have been a few updates since that might have broken something. The main problem started occurring after not renewing my Creative Cloud subscription, so I suspect an Adobe licensing issue.

    Kind regards,

    Adrian

    AadeshSingh
    AadeshSingh
    Participating Frequently
    September 26, 2016

    Hi adriany15364400

    Please be informed Acrobat X is not compatible with Windows 10 (Adobe Acrobat system requirements ) so it may or may not work.

    However, lets give it a try. Could you please let us know the complete error message that you get as mentioned in your Step 3.

    This error (Error Code 5) usually occurs if there is no permission to Windows temp folder.

    I would suggest you try the below step and check if it works.

    Click on Start button, type %temp% and press enter.

    Delete all the contents in the Temp folder, then launch the Acrobat and try working with it.

    Regards,

    Aadesh

    P
    paul-aramisd81829605
    Participant
    September 26, 2016

    Requirements are stating that Acrobat XI is working with WIn10...

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