Validating install of Acrobat XI Pro Win ESD (Int'l English)

New Here ,
Apr 17, 2021 Apr 17, 2021

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I am really frustrated with the torturous interaction with the Adobe website. I just want help with an error generted by their nonsense.

We are a non-profit, we purchased three licences from Adobe for Acrobat XI Pro Win ESD (Int'l English).

They sent a link to the installer files. Installation all good.

Try to open the application and it asks for the license key. No worries, I have them, so I enter them, Still all good, then I click finish and it says "Something went wrong" check with your systems administrator...

I could not think of a less helpful message.

I have tried different computers, different browsers, evrything I could think of (with no idea what is wrong...)

We paid for these licenses and are stranded. I tried to get help on line but I just go in circles, it takes me to the help window then suggest chat then takes me back to the help window when I select chat.

Anybody out there have any ideas?

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Adobe Community Professional ,
Apr 17, 2021 Apr 17, 2021

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This is a public forum, you need the link to Adobe support, not other users
Be sure to remain signed in with your Adobe ID before accessing the link
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
-make sure that your browser does NOT block ads, scripts, or pop-ups
-you must also allow 'cookies' in your web browser for the link to work
https://helpx.adobe.com/contact.html?rghtup=autoOpen
.
Also: beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

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LEGEND ,
Apr 17, 2021 Apr 17, 2021

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You just purchased those licenses? Seems odd. Was it definitely Adobe who sold them to you, today in 2021?

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Adobe Community Professional ,
Apr 19, 2021 Apr 19, 2021

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If they purchased it now it was definitely not Adobe that sold it to them...

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New Here ,
Apr 19, 2021 Apr 19, 2021

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Why are people focusing on "now". I didn't say or suggest any recent purchase. The issue is a legitimately purchased perpetual license is failing activation. I have Adobe licenses from many years ago that still authenticate.

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Adobe Community Professional ,
Apr 19, 2021 Apr 19, 2021

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The reason is this version of Acrobat is outdated and not supported by Adobe any longer, and your wording suggested you got the link from Adobe now, which would have been odd... Anyway, even if you purchased them in the past, they're still outdated (which doesn't mean it won't work, necessarily, just that problems are to be expected). What's your OS version?

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New Here ,
Apr 19, 2021 Apr 19, 2021

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Why would anyone assume we bought them today or even in the past few weeks? I looked over my question and I didn't mention anything like today, recently..... 

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LEGEND ,
Apr 19, 2021 Apr 19, 2021

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No, but you made no mention of this being a reinstall, or a new install 7+ years after purchase. Since you didn't mention this, it seems possible that you did recently buy it. Scammers are constantly seeking out new victims, so we do try to protect people if we can. Sorry if that inconveniences you.

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