Cant use the support chat on Multiple computers and browsers...

[colins81141300]

Original error is getting invalid serial number when trying to install Acrobat Pro 9,

SN is taken from the box - verified in accounts

My main problem is trying to contact someone to deal with this...the only option I can find is to use the support chat

which doesn't work(on multiple computers using multiple browsers). I certainly don't seem alone I this and the use of the forum seems to be the only alternative.

1st time I've had to deal with adobe support and so far I'm going round in circles wasting my time and my clients due to what seems to be a common problem. I've now read multiple forums but I've not seen an answer on being unable to contact support...except CONTACT SUPPORT!!!!!!

[colins81141300]

Cant use the support **CHAT**on multiple computers and browsers...

[try67]

What happens, exactly, when you try to contact Adobe via chat? What is preventing you from doing it?

Also, make sure you disable any pop-up blockers in your browser for it to work correctly.

And if you want you can try contacting Adobe via telephone:

Adobe Customer Care: 800-833-6687

Monday-Friday, 5am-7pm PT

[colins81141300]

When you start the Chat I get the screen with the case reference,

then a small progress circles appears briefly then disappears - This cycle will continually repeat,

the send message button will show feedback when pressed but nothing is sent

All Pop blockers/ad blockers have been disabled,

Add In's have been enabled, this has been tested using a mix of chrome, firefox and IE using different versions (also edge for what that's worth)

It was attempted on 3 computers which by coincidence covered 3 operating systems (windows 7, 8.1 & 10)

and used two separate adobe accounts

Lowered all security settings for IE, tried a few custom settings for testing and added as a secure site and still got same result,

although tbh since this occurs on chrome and firefox as well that was a bit of overkill on my behalf.

Additionally the number for customer support comes up as not in service but I suspect its not a uk number,

We have tried the uk phone support but they do not provide telephone support for the product

[Test Screen Name]

Well, Acrobat 9 and 10 are now out if support, which Adobe will tell you if you ever get through...

[colins81141300]

thanks for the reply....guess I'm going to have to throw myself at the mercy of the Forums.

appreciate the help of everyone who replied, cant say I've got a very good impression of adobe support after this whole debacle though.

[try67 · Accepted solution]

Contact the UK office again and ask them to verify the s/n. Even if the product is not supported or compatible (Acrobat 9 is only compatible with Windows 7 from the versions you mentioned, and even then it has to be 9.2 or higher), they should still be able to tell you if your s/n is valid or not. If they refuse to collaborate ask to talk to a supervisor.

[colins81141300]

ok got to the root of the Web Chat issue.

The constant flicking of the progress bar is the page refreshing. This will continue if your in a queue, and while the screen says thank you for being patient it doesn't advise you that you are being queued and may have to keep the page until the next agent becomes available..this is meant to only be a few minutes but I'm about 45 minutes in and still waiting