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Adobe applications asking for Serial Number

Community Beginner ,
Nov 01, 2022 Nov 01, 2022

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It looks like a license has expired in our organization.
The license information on the admin portal is still valid until late 2023

A lot of older Adobe installations do not work anymore, upon starting the application e.g. Adobe Acrobat, the user is prompted for a Serial Number. But also the most recent versions.

  • We are using the most recent version (MSP) of Adobe Acrobat, but also other Adobe application are affected, and somewhat older versions
  • We have run RemoveVolumeSerial.exe on an affected machine, no positive result
  • The user has a valid license (adminconsole.adobe.com)
  • This information has not helped us
  • The user keeps getting serial dialogs like this:

 

serial 1.JPG

 

Note, the dialogs are different, but they alle have to do with signing in or entering a serial.

Business Impact is very high

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Download and install

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correct answers 1 Correct answer

Adobe Employee , Nov 01, 2022 Nov 01, 2022

1: Close all the Adobe processes from the Task Manager including the process related to the Creative Cloud desktop app.
2: Go to Registry Editor to the location HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe Acrobat\DC\Activation
Create a new registry key at the below location -
Path : HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe Acrobat\DC\Activation
Create a new DWORD: IsNGLEnforced
DWord 32 bit, set the value to 1

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Adobe Employee ,
Nov 01, 2022 Nov 01, 2022

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1: Close all the Adobe processes from the Task Manager including the process related to the Creative Cloud desktop app.
2: Go to Registry Editor to the location HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe Acrobat\DC\Activation
Create a new registry key at the below location -
Path : HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe Acrobat\DC\Activation
Create a new DWORD: IsNGLEnforced
DWord 32 bit, set the value to 1

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Community Beginner ,
Nov 02, 2022 Nov 02, 2022

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Thank you!

 

We will get back to you as soon an posible with the results

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Community Beginner ,
Nov 02, 2022 Nov 02, 2022

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Is this fix only applicable for Adobe Acrobat, or also for other products?

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Community Beginner ,
Nov 02, 2022 Nov 02, 2022

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I think we have a winner here, we can solve most issues with this fix. @Megha23805187lz72  Thanks a lot, you can close the case. 

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