Deactivate old installation of Acrobat 9 and install it on new machine

[Guest]

How do I reinstall Acrobat 9 on a new machine.  Hard drive on old machine crashed and I can't deactivate original install.

[Sheena Kaul · Accepted solution]

Hi,

Please Download Adobe Acrobat products | 9, 8

Install it and activate using the serial number.

Please refer to the help document below:

Find your serial number quickly

In case of the volume license product, please refer: Adobe Licensing Website | Serial numbers | Orders | Accounts

Regards,

Sheena

[loudant]

I have the  same problem but I have the disk. I installed it on my new laptop but how do I deactivate a previous install on the old laptop that  crashed?

[try67]

You can't, but Adobe can do it for you. You'll need to contact them directly and ask they reset the activation counter for your serial-number.

[shanemc67]

... and the only way that will work is if you call the 1 (800) 833-6687 and absolutely bitch them out for not providing any other way to deactivate.

[shanemc67]

When you call 1 (800) 833-6687, don't worry about choosing the correct option from their menu, because none of them apply to you and what you're trying to do. Keep hitting option 1 until you get a human being and then ask to speak to a supervisor.

[try67]

There's no better way of getting bad support than to immediately ask for a supervisor. Why be so antagonistic right off the bat?

[shanemc67]

When Adobe purposefully hides contact numbers, hides chat messaging options and doesn't offer a way for the customer to deactivate through their own account, then Adobe might need to take some responsibility for actively creating and inviting the customer's antagonism. Also, while I salute you for offering minimal help, telling people to contact Adobe, when you aren't providing the information on how to go about that, is just as useless as the self-help flowchart that Adobe is using for their website, which does absolutely nothing for people with this problem, except to waste their time looking for support information that is purposefully hidden.

[try67]

I agree that this information should be easier to locate, but taking it out on the poor tech rep that answers the phone is not going to make it any easier. In fact, it will probably make it more difficult, as they'll try to understand what the situation is while you get more and more frustrated.

And how do you know that the OP is located in the US? If they're not, the contact information you provided to them is useless. They need to find the phone number for their own country, and that's best done through Adobe's website.

[shanemc67]

I'm glad we can both agree that what Adobe currently has available in the way of customer support for this issue is inadequate at best. That's why I asked for a supervisor. After wasting my time looking through their website for non-existent support options, what I had to say needed to be said to someone at a higher pay grade.

Why can a software company not design a way for registered and verified customer to activate and deactivate through their account GUI?

I don't know if the OP can benefit from what I posted, but I benefitted from this approach and will leave it here for others, as it is the only approach Adobe has left us.

[loudant]

thanks much for your guidance. i got through to a rep that showed me where

to get tech chat support. the tech resolved the activation issue. i owe you

one. thanks again

[JeffAradine]

Where did they send you for chat support?

[loudant]

​where? not sure but the rep was focused and responsive. well done...

thanks again​

On Wed, Jan 18, 2017 at 5:06 PM, JeffAradine <forums_noreply@adobe.com>