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L
Leroy_G
Inspiring
September 26, 2013
Answered

Acrobat Pro XI - Activation/Validation issue

  • September 26, 2013
  • 2 replies
  • 20664 views

Hi,

My company has purchased 8 volume licenses from a distributor and I'm trying to get a Request Code from my installed software. I've called Adobe before to verify the serial numbers are good (they are), but I cannot get the software to generate the needed Request Code.

My systems are online (I have access to the Internet), but I'm suspecting either Proxy or Firewall issues are preventing the software from properly reaching out to the validation/verifcation servers because I receive a "Can't connect to the Internet" message when I go to register the software. I can go to Adobe.com from my network, but suspect that deeper into the "rabbit hole" is where the packets are being blocked.

Is there any way to get the software to generate the Request Code?

V/r,

Leroy

This topic has been closed for replies.
Correct answer Leroy_G

Just saw that I can successfully connect to https://lm.licenses.adobe.com ... So that's good news. Waiting to see if my firewall personnel have any news on the suggested URL, ports/protocols (activate.adobe.com ports 80 & 443)... In my eyes, they look like they should be OK to access, but when I navigate to that URL I receive "HTTP 404 /test not found", and am redirected to activate.adobe.com/test ...


OK, I got it to work, but nothing above really helped. I had to manually work my system's connection in order to activated my software (firewall changes are still being looked at/evaluated).

Fix Action:

1. Install software, ADOBE ACROBAT PRO XI (you can install w/ license info, but I chose not to).
2. Disconnect computer from network totally.

3. Start Adobe Acrobat Pro XI.

4. Step through EULA and registration, enter license. Registration will fail, select "Try again later", then on next pop-up select the "Activate Offline" options and be sure to select the "Having problems connecting to the Internet?" link. This will allow you to generate the Request Code.

5. Once the Request Code is generated, re-connect the system to the network and proceed with the rest of the validation.

6. Software activates. Success!!!

2 replies

Romsinha-9KMEUt
Adobe Employee
Romsinha-9KMEUt
Adobe Employee
September 26, 2013

Hi Leroy_G ,

Please watch the video for Offline Activation: http://www.youtube.com/watch?v=d6tpPIUtnkA . In case of any issue please use customization wizard to generate offline exception and install the software.

Grant offline exception: Sets the PRESERIALIZATIONFILEPATH property.

PRESERIALIZATIONFILEPATH grants an offline exception to the online activation requirement for

volume serial numbers. If Adobe servers cannot be contacted, no activation occurs. However, if

Adobe servers can be contacted, activation does occur. This field is greyed out if the product does

not require a serial number

Customization Wizard: http://www.adobe.com/devnet-docs/acrobatetk/tools/Wizard/Customization%20Wizard%2011%20for%20Windows.pdf .

Regards,

Romit Sinha

L
Leroy_GAuthor
Inspiring
September 26, 2013

Romsinha,

Thanks for the suggestion. Unfortunately, the tutorial does not match up to what I am seeing at about 1:40, where it produces the Validation Request Code--I do not get that page. Instead, I see a "You must be connected to the Internet" page. There is no option for Offline Activation.

I tried installing as a LOCAL administrator, and there was no change.

I've also tried the Customization Wizard, which you suggested, but when I try to set the Offline Activation I get an error and am directed to a logfile which has the following info:



V/r,

Leroy

L
Leroy_GAuthorCorrect answer
Inspiring
September 30, 2013

Just saw that I can successfully connect to https://lm.licenses.adobe.com ... So that's good news. Waiting to see if my firewall personnel have any news on the suggested URL, ports/protocols (activate.adobe.com ports 80 & 443)... In my eyes, they look like they should be OK to access, but when I navigate to that URL I receive "HTTP 404 /test not found", and am redirected to activate.adobe.com/test ...


OK, I got it to work, but nothing above really helped. I had to manually work my system's connection in order to activated my software (firewall changes are still being looked at/evaluated).

Fix Action:

1. Install software, ADOBE ACROBAT PRO XI (you can install w/ license info, but I chose not to).
2. Disconnect computer from network totally.

3. Start Adobe Acrobat Pro XI.

4. Step through EULA and registration, enter license. Registration will fail, select "Try again later", then on next pop-up select the "Activate Offline" options and be sure to select the "Having problems connecting to the Internet?" link. This will allow you to generate the Request Code.

5. Once the Request Code is generated, re-connect the system to the network and proceed with the rest of the validation.

6. Software activates. Success!!!

L
Leroy_GAuthor
Inspiring
September 26, 2013

Found some *perhaps* helpful information here:


http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

I have therefore contacted my firewall team to see if they can open access to activate.adobe.com for ports 80 and 443. When I try to browse to that as a URL, I get redirected to activate.adobe.com/test which tells me that the resource is not available (http 404 error). That sound smore like the page doesn't exist than it's being blocked.

Will see what my firewall techs have to say... Leroy

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