Adobe says I have a valid Serial Number for Acrobat Pro XI but when I try to validate it, the screen says I am not connected to the internet - yet I am connected...??

Forum|Forum|7 years ago
June 14, 2018
1 reply
1728 views

I have just started to install various apps on a new PC - and purchased Acrobat XI Pro six years ago - it seems to work OK and just handled an update. However, when I am asked to validate the serial number (after it says I do indeed have a valid serial number) the screen keeps saying I am not connected to the internet - yet I am ...??

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Correct answer kglad

check your account to confirm it's activated on your current computer, https://accounts.adobe.com

kglad

Community Expert

is xi activated (help>activate is not clickable)?

if not, confirm that you can connect to the secure adobe servers by reading, http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

do you see both logos?

Orca 65Author

Participant

Hi – Thanks – yes, it seems to be activated just fine – did an update and can connect to the Adobe servers – and two logos appear on my task bar when I open Pro XI (one mostly white that indicates “Adobe Acrobat Pro” and one mostly red that indicates “Acrobat XI Pro”. Once opened, it shows the normal screen and then tells me I have the valid serial number and starts trying to do some sort of validation and that fails as it cannot find the internet connection with a note saying I now have 29 days to complete.

Maybe I should close the W10 firewall? I did uninstall the Reader…

kglad

Correct answer

Community Expert

check your account to confirm it's activated on your current computer, https://accounts.adobe.com

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