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Serial number in use (Premiere Elements)

New Here ,
Jul 31, 2022 Jul 31, 2022

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Hi,

I see this gets asked quite a bit, but I'm struggling.

HD died so PC rebuilt. Same serial number, same PC except the HD. For some reason Photoshop Elements didn't give me any grief but Premiere is doing.

The Adode web site suggests this forum is the only support for older versions of Elements.

So I'm getting "The Serial Number is already in use by the maximum allowed comuters. You need to deactivate another computer to use this product". Only options are Retry or provide a diffeerent serial number.

My account online shows no activated devices.

I'm stuck so any help would be greatly appreciated.

Tim

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Activation , Installation

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correct answers 1 Correct answer

Community Expert , Jul 31, 2022 Jul 31, 2022

UPDATED - Adobe suppport is no longer able to reset an activation count

 

When you can't properly deactivate a serial number
(this is the ONLY support Adobe still offers for old programs)
BE SURE TO ONLY ASK FOR ACTIVATION SUPPORT TO ADJUST YOUR ACTIVATION COUNT
You may need to PERSIST or TRY AGAIN to find a support agent with more experience

 

Nobody here can see your account information
What do you see at https://account.adobe.com/
This space is provided by Adobe, but this is not Adobe support
This

...

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Community Expert ,
Jul 31, 2022 Jul 31, 2022

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UPDATED - Adobe suppport is no longer able to reset an activation count

 

When you can't properly deactivate a serial number
(this is the ONLY support Adobe still offers for old programs)
BE SURE TO ONLY ASK FOR ACTIVATION SUPPORT TO ADJUST YOUR ACTIVATION COUNT
You may need to PERSIST or TRY AGAIN to find a support agent with more experience

 

Nobody here can see your account information
What do you see at https://account.adobe.com/
This space is provided by Adobe, but this is not Adobe support
This is a public forum, you need the link to Adobe support, not other users
Help Center https://helpx.adobe.com/support.html is a good place to start
Be sure to remain signed in with your Adobe ID before accessing the link below
Do be aware that wait times are sometimes long before an agent responds
.
You MUST 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
This will NOT work if you are using a VPN
.
This link will go directly to the chat option
https://helpx.adobe.com/contact.html?rghtup=autoOpen
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent in the lower right, without the quote " " marks
or
X (aka Twitter) tweet @AdobeCare
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

 

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New Here ,
Jul 31, 2022 Jul 31, 2022

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OK - thanks. I will try it, but probably tomorrow. Just spent 5 hours doing a photobook and now want to get away from the computer for a bit!!

 

Tim

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New Here ,
Jul 31, 2022 Jul 31, 2022

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Unfortunately the Chat option seems firmly elusive (and I have tried adding *.adobe.com and (just to be sure) https://helpx.adobe.com & https://accounts.adobe.com to the "allow all cookies, pop ups, adverts. etc" settings and scripts are enabled anyway).

 

Might try again as chat might only be operational hours - but chat or phone, looks like it'll have to be tomorrow.

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Community Expert ,
Jul 31, 2022 Jul 31, 2022

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what country are you in?

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New Here ,
Jul 31, 2022 Jul 31, 2022

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UK

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New Here ,
Jul 31, 2022 Jul 31, 2022

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So PM's like the below:

"You can Directly send Email to our Adobe Customer Care Team Email Address:-
AdobeHelpCare@outlook.com and they will help you via Email"

Are not to be listened to? I have to say, I really wouldn't expect Adobe support to use an Outlook.com email address!

 

Tim

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Community Expert ,
Jul 31, 2022 Jul 31, 2022

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correct, that's a scam.

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Community Expert ,
Jul 31, 2022 Jul 31, 2022

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Post the scammer's id here so he/she may be banned
For instance, your id is https://community.adobe.com/t5/user/viewprofilepage/user-id/17040614

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New Here ,
Jul 31, 2022 Jul 31, 2022

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Guessing using the report on the pm is also sufficient (I did that at the time)?

 

Tim

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Community Expert ,
Jul 31, 2022 Jul 31, 2022

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That will also work

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New Here ,
Jun 09, 2023 Jun 09, 2023

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The chat window opened for me, and after a couple of tries with 'AGENT' I got through to a human, who fixed precisely the same issue as perkin's for me in no time. Thank you so much!

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Community Expert ,
Jun 09, 2023 Jun 09, 2023

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@GG272922646tub 

 

thanks for the feedback.

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New Here ,
Jun 02, 2024 Jun 02, 2024

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Following is the complete transcript of my UNSUCCESSFUL chat today, June 2, 2024, with AGENT  "Shivam" .

I followed the exact steps described for chat, atarting with response "AGENT"

All I got was double talk and pushback telling me buy a new product is the only solution.

 

For the record, I have used Acrobat XI Pro without fail since inital purchase of my license in October 2014.

I have 2 dead laptops with 1 vmware virtual machine each, total 4 devices that don't start and can be removed as "devices" through a reset in Adobe's files of my account on their end.

The salesman Shivam insisted that deactivation can only be done from the user's computer.

I know for a fact this is not true because Adobe did reset my device count back in 2015 and 2017 when my computers died without "deactivation".

 

My current laptop is Lenovo T590 and 2 Vmware Prostation installations, one using version 16.0 and 2nd using 17.5

16.0 machine is rarely used for old software work, thus at any time only 2 devices are active.

 

Here is the complete transcript, starting with AI chat bot then with only my Acrobat XI Pro license number and my telephone number edited out:

 

"Hi David W, I'm the Adobe Virtual Assistant. How can I help you?
AGENT

"I want to make sure I understand clearly. How would you like to connect with an agent?"

Request a phone call
Continue in chat
 

Continue in chat

"To connect you with an agent who can best help you, please tell me what you need help with."

 

ADJUST ACTIVATION COUNT

 
"I want to make sure I understand clearly. Which of these categories best describes your issue?"
Activate or deactivate multiple devices
Reached my activation limit
Get help with a serial number
Something else
 

Reached my activation limit

 
Ok. Connecting you to an agent who can help.
We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.
 
You are now connected to Shivam, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
 
Shivam:
 

Hello, I'd be happy to help you today, let me first pull up your account information and access your details.

GEAT!

Great

 
Shivam
 

Thank you for your patience, I have successfully located your account, and as I can check that you have reached the maximum limit of activation, please provide the information mentioned below so that I can assist you in a better way: 1 Serial Number of the product 2. Operating System & its's version- Windows/MAC

Read Entire Message
 

Note: My response was my Acrobat XI Pro actual license code received from Adobe in October 2014:

For this post I have edited the information to : abcd-efgh-ijkl-mnop-qrst-uvwx

Windows 10 Pro is my new Vmware virtual computer and Windows 11 Pro is my current host computer

My old laptop no loner turns on so I couldn't deactivate the old laptop that was listed as device, and when I updated VMWare to new version your system counted new VM software as a new computer rather than an upgrade

Hello?

 
Shivam
 

Thank you for sharing the details, just allow me a moment

 

Thank you

 
Shivam
 

Thank you for sharing the information. This is to inform you that the maximum number of activations for your account has been exceeded. These errors occur if you try to use the app on more than 2 computers. To resolve the error, please try to follow the below-mentioned steps on your previously activated machines – Connect to the Internet and launch the app on one of your other computers. Choose Help > Sign Out. Try activating the app on the new computer again. On the old computer, connect to the Internet and then launch the app. Choose Help > Deactivate. Reference KB - https://helpx.adobe.com/in/x-productkb/policy-pricing/error-activation-limit-reached-sign.html

Also, if you don’t have access to your old computer, then I would like to inform you that our activation servers for earlier versions of Adobe products are retired. These applications display an activation or connection error when verifying a license without the activation servers. Affected applications include Creative Suite 2, 3, and 4, Audition 3, Acrobat 7, 8, and 9,10,11,12,17 (Standard and Professional), However, you are eligible for a special discount on a subscription plan in which you need to pay for 9 months and enjoy free access for the remaining 3 months. All our latest software and updates are now available through subscription. This will ensure that you never have to worry about it being genuine, unlike the serial number-based software, which is susceptible to unauthorized tampering. Would you like to know more about the offer?

 

NO I am not interested in your sales pitch

AND

re-read what I wrote to you about my current devices

I have ONE VMware ProStation machine using Prostation 17.0

I have ONE PRoStation machine using version 17.5

 
Shivam
 

As you do not have access to the previous computer, so the only option here is to upgrade to the latest application and for that I can provide you 50% discount along with free 3 months. Would you like to hear more about it?

 

I have my Lenovo laptop model T590 hosting the 2 VM machines

THAT IS ALL I OWN

and my old Lenovo laptop is sitting here in my house DEAD. It was a "listed device" in Adobe records

MY OLD HP Envy is also DEAD and still listed as a device for Adobe

Between the two of the old DEAD laptops, there are 2 dead laptops, 3 dead virtual machines total 5, NOT ABLE TO BE STARTED or Deactivated online as devices.

I know you can reset the device count for my software

PLEASE RESET the device count

 
Shivam
 

I understand, in that case the only option here is to upgrade to the latest application and for that I can provide you 50% discount, please let me know if you want to go for it

 

NO the "only option" you are trying to sell me is NOT the only option

I will post the link from Adobe community that I ave followed to contact you

here is the link to Adobe Community post by John T Smith on 08-07-2022: https://community.adobe.com/t5/download-install-discussions/activation-limit-reached-acrobat-xi-how-...

All that is needed is to reset the activation count

 
Shivam
 

Yes, you can check it, it was always mentioned that you need to deactivate the application from the previous computer to activate the application on the new one and the link you have shared is of 2021 which was 3 years back. As you do not have access to the older computer, the only resolution here is to upgrade

Read Entire Message
 

AND you seem to be ignoring that I CANNOT DEACTIVATE A DEAD COMPUTER

The link I shared is dated AUGUST 07, 2022 I am looking at it on my monitor

"Correct answer by John T Smith Community Expert , Aug 07, 2022"

 
Shivam
 

Yes, I apologize , it is of 2022 and it is 2 year back, and you are connected directly to the Adobe support, the only resolution here is to upgrade, please let me know if you want to as there is not other solution

 

I REPEAT : ALL THAT IS NEEDED IS TO RESET THE DEVICE COUNT

STOP LYING TO ME

OR CONNECT ME TO YOUR BOSS I DO NOT NEED A SALES MAN I NEED DEVICE COUNT RESET

 
Shivam
 

David as already informed the deactivation can only be done from the customer end and it cannot be reset from our side . The only resolution here is to upgrade

 

NO THERE IS NO WAY I CAN DEACTIVATE A DEAD COMPUTER

MY ADOBE ACCOUNT SCREEN SHOWS NO ACTIVATED DEVICES

"You have no activated devices"

 
Shivam
 

That part is for the subscription and not for the perpetual license, as you cannot deactivate from your end, nothing can be done

 

THE PEOPLE IN THE THREAD I SENT YOU ALL OWN PERPETUAL LICENSE SAME AS ME

WITH A DEAD COMPUTER THAT CANNOT BE TURNED ON TO "DEACTIVATE"

WHY DO YOU INSIST I HAVE TO BUY NEW SOFTWARE

MY SOFTWARE IS WORKING PERFECTLY

JUST RESET THE DEVICE COUNT

 
Shivam
 

The link you have shared David is very old, and now is 2024, you have activated the application too many time and it was meant to be activated just 2 time or on 2 machines. The only option here is to upgrade

 

OR GIVE ME STEP BY STEP INSTRUCTIONS TO DEACTIVATE THE EXISTING LICENSE AND THEN REACTIVATE IT FOR WHAT I NEED.  NO I AM NOT BUYING YOUR SALES PITCH

I USE THE SOFTWARE ON MY HOST LAPTOP

THE WIN 10 VM machine has my old programs on it

and is RARELY used for Acrobat Pro

I AM NOT violating the license or use rules

TELL ME HOW TO DEACTIVATE THE EXISTING LICENSE NUMBER SO THAT THE COUNT IS SET TO ZERO

 
Shivam
 

I am not forcing you to buy anything here, its upto you but the application you have cannot be activated anymore

 

BECAUSE YOU ARE NOT CAPABLE OF RESETTING the device count or you are lying to me, I will deactivate the license itself and reactivate it on the software that is already installed.

GO BACK AND RESET THE DEVICE COUNT

RESET THE DEVICE COUNT

YOU DO HAVE THE ABILITY TO DO THAT

 
Shivam
 

That cannot be done from our end , else I would have done in the first instance and would not be wasting your time as customer's time is valuable to use so I would like to tell you that the only resolution here is to upgrade

 

IF YOU WANT TO KEEP INSISTING YOU CANNOT RESET THE DEVICE COUNT, THEN transfer me to your BOSS

I INSIST YOU TRANSFER ME TO YOUR SUPERVISOR.

 
Shivam
 

Just allow me a moment to check with the available supervisor

 

IT IS NOT AN ISSUE OF "DEACTIVATE" When the devices are already DEAD.

AND tell your supervisor I will be posting this entire chat on the Adobe community discussion board

 
Shivam
 

Right now there is no supervisor available, so please provide the call back details for tomorrow and you will get a call back from the supervisor:

Preferred Phone Number: Preferred Time: Time Zone:

 

I want everybody to see how Adobe is SCREWING its customers

NO ONE EVER CALLS BACK

NOT IN THE ENTIRE TIME MY LICENSES HAVE BEEN ACTIVATED

 
Shivam
 

You will receive a call back according to your time, please let me know the details if you want a call back

 

WHY IS THERE NO SUPERVISOR?

YOU are not in USA so it is Monday where you are, a WORK DAY

My phone number is 808-xxx-xxxx

MY TIME ZONE IS HAWAII STANDARD TIME

CALL ME BETWEEN 9 AM and 12 NOON HST on MONDAY June 3, 2024.

 
Shivam
 

Please confirm the time zone in GST

 
In the meantime, I am printing this entire chat to PDF and posting it on Adobe Community Help board as an example of the corporate run aoround Adobe is doing with its customers who own the working product that fits their exact business need

DO THE TIME CONVERSION IN YOUR OWN COMPUTER

 
Shivam
 

Is it GMT-10?

 

I LIVE IN HAWAII STANDARD TIME ZONE

I have no idea nor am I doing your work. YOU and YOUR SUPERVISOR are quite capable of converting Hawaii Standard time TO GMT

 
Shivam
 

I have arranged a call back and you will received a call between 9am to 11am tomorrow so please be near the phone in this time slot so that we can be connected. Is there anything else I can help you with?

 

YOU CAN DO WHAT I ASKED YOU TO DO ALMOST AN HOUR AGO rather than reading a sales pitch script

 
Shivam
 

Is there anything else I can help you with?

 

APPARENTLY NOT

 
Shivam
 

We will continue to investigate the case, and will follow up with an update. Thanks for contacting Adobe.

 
 
Shivam has left the conversation"
 
I will update this post when Adobe calls me back on Monday June 3, 2024 with the results of the call.
SIgned: David R,
VERY disgruntled small business owner getting run around from Adobe.
 
 
While this conversation has ended, feel free to come back anytime you need help.
 

Following is the complete transcript of my UNSUCCESSFUL chat today, June 2, 2024, with AGENT  "Shivam" .

I followed the exact steps described for chat, atarting with response "AGENT"

All I got was double talk and pushback telling me buy a new product is the only solution.

 

For the record, I have used Acrobat XI Pro without fail since inital purchase of my license in October 2014.

I have 2 dead laptops with 1 vmware virtual machine each, total 4 devices that don't start and can be removed as "devices" through a reset in Adobe's files of my account on their end.

The salesman Shivam insisted that deactivation can only be done from the user's computer.

I know for a fact this is not true because Adobe did reset my device count back in 2015 and 2017 when my computers died without "deactivation".

 

My current laptop is Lenovo T590 and 2 Vmware Prostation installations, one using version 16.0 and 2nd using 17.5

16.0 machine is rarely used for old software work, thus at any time only 2 devices are active.

 

Here is the complete transcript, starting with AI chat bot then with only my Acrobat XI Pro license number and my telephone number edited out:

 

"Hi David W, I'm the Adobe Virtual Assistant. How can I help you?
AGENT

"I want to make sure I understand clearly. How would you like to connect with an agent?"

Request a phone call
Continue in chat
 

Continue in chat

"To connect you with an agent who can best help you, please tell me what you need help with."

 

ADJUST ACTIVATION COUNT

 
"I want to make sure I understand clearly. Which of these categories best describes your issue?"
Activate or deactivate multiple devices
Reached my activation limit
Get help with a serial number
Something else
 

Reached my activation limit

 
Ok. Connecting you to an agent who can help.
We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.
 
You are now connected to Shivam, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
 
Shivam:
 

Hello, I'd be happy to help you today, let me first pull up your account information and access your details.

GEAT!

Great

 
Shivam
 

Thank you for your patience, I have successfully located your account, and as I can check that you have reached the maximum limit of activation, please provide the information mentioned below so that I can assist you in a better way: 1 Serial Number of the product 2. Operating System & its's version- Windows/MAC

Read Entire Message
 

Note: My response was my Acrobat XI Pro actual license code received from Adobe in October 2014:

For this post I have edited the information to : abcd-efgh-ijkl-mnop-qrst-uvwx

Windows 10 Pro is my new Vmware virtual computer and Windows 11 Pro is my current host computer

My old laptop no loner turns on so I couldn't deactivate the old laptop that was listed as device, and when I updated VMWare to new version your system counted new VM software as a new computer rather than an upgrade

Hello?

 
Shivam
 

Thank you for sharing the details, just allow me a moment

 

Thank you

 
Shivam
 

Thank you for sharing the information. This is to inform you that the maximum number of activations for your account has been exceeded. These errors occur if you try to use the app on more than 2 computers. To resolve the error, please try to follow the below-mentioned steps on your previously activated machines – Connect to the Internet and launch the app on one of your other computers. Choose Help > Sign Out. Try activating the app on the new computer again. On the old computer, connect to the Internet and then launch the app. Choose Help > Deactivate. Reference KB - https://helpx.adobe.com/in/x-productkb/policy-pricing/error-activation-limit-reached-sign.html

Also, if you don’t have access to your old computer, then I would like to inform you that our activation servers for earlier versions of Adobe products are retired. These applications display an activation or connection error when verifying a license without the activation servers. Affected applications include Creative Suite 2, 3, and 4, Audition 3, Acrobat 7, 8, and 9,10,11,12,17 (Standard and Professional), However, you are eligible for a special discount on a subscription plan in which you need to pay for 9 months and enjoy free access for the remaining 3 months. All our latest software and updates are now available through subscription. This will ensure that you never have to worry about it being genuine, unlike the serial number-based software, which is susceptible to unauthorized tampering. Would you like to know more about the offer?

 

NO I am not interested in your sales pitch

AND

re-read what I wrote to you about my current devices

I have ONE VMware ProStation machine using Prostation 17.0

I have ONE PRoStation machine using version 17.5

 
Shivam
 

As you do not have access to the previous computer, so the only option here is to upgrade to the latest application and for that I can provide you 50% discount along with free 3 months. Would you like to hear more about it?

 

I have my Lenovo laptop model T590 hosting the 2 VM machines

THAT IS ALL I OWN

and my old Lenovo laptop is sitting here in my house DEAD. It was a "listed device" in Adobe records

MY OLD HP Envy is also DEAD and still listed as a device for Adobe

Between the two of the old DEAD laptops, there are 2 dead laptops, 3 dead virtual machines total 5, NOT ABLE TO BE STARTED or Deactivated online as devices.

I know you can reset the device count for my software

PLEASE RESET the device count

 
Shivam
 

I understand, in that case the only option here is to upgrade to the latest application and for that I can provide you 50% discount, please let me know if you want to go for it

 

NO the "only option" you are trying to sell me is NOT the only option

I will post the link from Adobe community that I ave followed to contact you

here is the link to Adobe Community post by John T Smith on 08-07-2022: https://community.adobe.com/t5/download-install-discussions/activation-limit-reached-acrobat-xi-how-...

All that is needed is to reset the activation count

 
Shivam
 

Yes, you can check it, it was always mentioned that you need to deactivate the application from the previous computer to activate the application on the new one and the link you have shared is of 2021 which was 3 years back. As you do not have access to the older computer, the only resolution here is to upgrade

Read Entire Message
 

AND you seem to be ignoring that I CANNOT DEACTIVATE A DEAD COMPUTER

The link I shared is dated AUGUST 07, 2022 I am looking at it on my monitor

"Correct answer by John T Smith Community Expert , Aug 07, 2022"

 
Shivam
 

Yes, I apologize , it is of 2022 and it is 2 year back, and you are connected directly to the Adobe support, the only resolution here is to upgrade, please let me know if you want to as there is not other solution

 

I REPEAT : ALL THAT IS NEEDED IS TO RESET THE DEVICE COUNT

STOP LYING TO ME

OR CONNECT ME TO YOUR BOSS I DO NOT NEED A SALES MAN I NEED DEVICE COUNT RESET

 
Shivam
 

David as already informed the deactivation can only be done from the customer end and it cannot be reset from our side . The only resolution here is to upgrade

 

NO THERE IS NO WAY I CAN DEACTIVATE A DEAD COMPUTER

MY ADOBE ACCOUNT SCREEN SHOWS NO ACTIVATED DEVICES

"You have no activated devices"

 
Shivam
 

That part is for the subscription and not for the perpetual license, as you cannot deactivate from your end, nothing can be done

 

THE PEOPLE IN THE THREAD I SENT YOU ALL OWN PERPETUAL LICENSE SAME AS ME

WITH A DEAD COMPUTER THAT CANNOT BE TURNED ON TO "DEACTIVATE"

WHY DO YOU INSIST I HAVE TO BUY NEW SOFTWARE

MY SOFTWARE IS WORKING PERFECTLY

JUST RESET THE DEVICE COUNT

 
Shivam
 

The link you have shared David is very old, and now is 2024, you have activated the application too many time and it was meant to be activated just 2 time or on 2 machines. The only option here is to upgrade

 

OR GIVE ME STEP BY STEP INSTRUCTIONS TO DEACTIVATE THE EXISTING LICENSE AND THEN REACTIVATE IT FOR WHAT I NEED.  NO I AM NOT BUYING YOUR SALES PITCH

I USE THE SOFTWARE ON MY HOST LAPTOP

THE WIN 10 VM machine has my old programs on it

and is RARELY used for Acrobat Pro

I AM NOT violating the license or use rules

TELL ME HOW TO DEACTIVATE THE EXISTING LICENSE NUMBER SO THAT THE COUNT IS SET TO ZERO

 
Shivam
 

I am not forcing you to buy anything here, its upto you but the application you have cannot be activated anymore

 

BECAUSE YOU ARE NOT CAPABLE OF RESETTING the device count or you are lying to me, I will deactivate the license itself and reactivate it on the software that is already installed.

GO BACK AND RESET THE DEVICE COUNT

RESET THE DEVICE COUNT

YOU DO HAVE THE ABILITY TO DO THAT

 
Shivam
 

That cannot be done from our end , else I would have done in the first instance and would not be wasting your time as customer's time is valuable to use so I would like to tell you that the only resolution here is to upgrade

 

IF YOU WANT TO KEEP INSISTING YOU CANNOT RESET THE DEVICE COUNT, THEN transfer me to your BOSS

I INSIST YOU TRANSFER ME TO YOUR SUPERVISOR.

 
Shivam
 

Just allow me a moment to check with the available supervisor

 

IT IS NOT AN ISSUE OF "DEACTIVATE" When the devices are already DEAD.

AND tell your supervisor I will be posting this entire chat on the Adobe community discussion board

 
Shivam
 

Right now there is no supervisor available, so please provide the call back details for tomorrow and you will get a call back from the supervisor:

Preferred Phone Number: Preferred Time: Time Zone:

 

I want everybody to see how Adobe is SCREWING its customers

NO ONE EVER CALLS BACK

NOT IN THE ENTIRE TIME MY LICENSES HAVE BEEN ACTIVATED

 
Shivam
 

You will receive a call back according to your time, please let me know the details if you want a call back

 

WHY IS THERE NO SUPERVISOR?

YOU are not in USA so it is Monday where you are, a WORK DAY

My phone number is 808-xxx-xxxx

MY TIME ZONE IS HAWAII STANDARD TIME

CALL ME BETWEEN 9 AM and 12 NOON HST on MONDAY June 3, 2024.

 
Shivam
 

Please confirm the time zone in GST

 
In the meantime, I am printing this entire chat to PDF and posting it on Adobe Community Help board as an example of the corporate run aoround Adobe is doing with its customers who own the working product that fits their exact business need

DO THE TIME CONVERSION IN YOUR OWN COMPUTER

 
Shivam
 

Is it GMT-10?

 

I LIVE IN HAWAII STANDARD TIME ZONE

I have no idea nor am I doing your work. YOU and YOUR SUPERVISOR are quite capable of converting Hawaii Standard time TO GMT

 
Shivam
 

I have arranged a call back and you will received a call between 9am to 11am tomorrow so please be near the phone in this time slot so that we can be connected. Is there anything else I can help you with?

 

YOU CAN DO WHAT I ASKED YOU TO DO ALMOST AN HOUR AGO rather than reading a sales pitch script

 
Shivam
 

Is there anything else I can help you with?

 

APPARENTLY NOT

 
Shivam
 

We will continue to investigate the case, and will follow up with an update. Thanks for contacting Adobe.

Shivam has left the conversation"
 

Following is the complete transcript of my UNSUCCESSFUL chat today, June 2, 2024, with AGENT  "Shivam" .

I followed the exact steps described for chat, atarting with response "AGENT"

All I got was double talk and pushback telling me buy a new product is the only solution.

 

For the record, I have used Acrobat XI Pro without fail since inital purchase of my license in October 2014.

I have 2 dead laptops with 1 vmware virtual machine each, total 4 devices that don't start and can be removed as "devices" through a reset in Adobe's files of my account on their end.

The salesman Shivam insisted that deactivation can only be done from the user's computer.

I know for a fact this is not true because Adobe did reset my device count back in 2015 and 2017 when my computers died without "deactivation".

 

My current laptop is Lenovo T590 and 2 Vmware Prostation installations, one using version 16.0 and 2nd using 17.5

16.0 machine is rarely used for old software work, thus at any time only 2 devices are active.

 

Here is the complete transcript, starting with AI chat bot then with only my Acrobat XI Pro license number and my telephone number edited out:

 

"Hi David W, I'm the Adobe Virtual Assistant. How can I help you?
AGENT

"I want to make sure I understand clearly. How would you like to connect with an agent?"

Request a phone call
Continue in chat
 

Continue in chat

"To connect you with an agent who can best help you, please tell me what you need help with."

 

ADJUST ACTIVATION COUNT

 
"I want to make sure I understand clearly. Which of these categories best describes your issue?"
Activate or deactivate multiple devices
Reached my activation limit
Get help with a serial number
Something else
 

Reached my activation limit

 
Ok. Connecting you to an agent who can help.
We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.
 
You are now connected to Shivam, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
 
Shivam:
 

Hello, I'd be happy to help you today, let me first pull up your account information and access your details.

GEAT!

Great

 
Shivam
 

Thank you for your patience, I have successfully located your account, and as I can check that you have reached the maximum limit of activation, please provide the information mentioned below so that I can assist you in a better way: 1 Serial Number of the product 2. Operating System & its's version- Windows/MAC

Read Entire Message
 

Note: My response was my Acrobat XI Pro actual license code received from Adobe in October 2014:

For this post I have edited the information to : abcd-efgh-ijkl-mnop-qrst-uvwx

Windows 10 Pro is my new Vmware virtual computer and Windows 11 Pro is my current host computer

My old laptop no loner turns on so I couldn't deactivate the old laptop that was listed as device, and when I updated VMWare to new version your system counted new VM software as a new computer rather than an upgrade

Hello?

 
Shivam
 

Thank you for sharing the details, just allow me a moment

 

Thank you

 
Shivam
 

Thank you for sharing the information. This is to inform you that the maximum number of activations for your account has been exceeded. These errors occur if you try to use the app on more than 2 computers. To resolve the error, please try to follow the below-mentioned steps on your previously activated machines – Connect to the Internet and launch the app on one of your other computers. Choose Help > Sign Out. Try activating the app on the new computer again. On the old computer, connect to the Internet and then launch the app. Choose Help > Deactivate. Reference KB - https://helpx.adobe.com/in/x-productkb/policy-pricing/error-activation-limit-reached-sign.html

Also, if you don’t have access to your old computer, then I would like to inform you that our activation servers for earlier versions of Adobe products are retired. These applications display an activation or connection error when verifying a license without the activation servers. Affected applications include Creative Suite 2, 3, and 4, Audition 3, Acrobat 7, 8, and 9,10,11,12,17 (Standard and Professional), However, you are eligible for a special discount on a subscription plan in which you need to pay for 9 months and enjoy free access for the remaining 3 months. All our latest software and updates are now available through subscription. This will ensure that you never have to worry about it being genuine, unlike the serial number-based software, which is susceptible to unauthorized tampering. Would you like to know more about the offer?

 

NO I am not interested in your sales pitch

AND

re-read what I wrote to you about my current devices

I have ONE VMware ProStation machine using Prostation 17.0

I have ONE PRoStation machine using version 17.5

 
Shivam
 

As you do not have access to the previous computer, so the only option here is to upgrade to the latest application and for that I can provide you 50% discount along with free 3 months. Would you like to hear more about it?

 

I have my Lenovo laptop model T590 hosting the 2 VM machines

THAT IS ALL I OWN

and my old Lenovo laptop is sitting here in my house DEAD. It was a "listed device" in Adobe records

MY OLD HP Envy is also DEAD and still listed as a device for Adobe

Between the two of the old DEAD laptops, there are 2 dead laptops, 3 dead virtual machines total 5, NOT ABLE TO BE STARTED or Deactivated online as devices.

I know you can reset the device count for my software

PLEASE RESET the device count

 
Shivam
 

I understand, in that case the only option here is to upgrade to the latest application and for that I can provide you 50% discount, please let me know if you want to go for it

 

NO the "only option" you are trying to sell me is NOT the only option

I will post the link from Adobe community that I ave followed to contact you

here is the link to Adobe Community post by John T Smith on 08-07-2022: https://community.adobe.com/t5/download-install-discussions/activation-limit-reached-acrobat-xi-how-...

All that is needed is to reset the activation count

 
Shivam
 

Yes, you can check it, it was always mentioned that you need to deactivate the application from the previous computer to activate the application on the new one and the link you have shared is of 2021 which was 3 years back. As you do not have access to the older computer, the only resolution here is to upgrade

Read Entire Message
 

AND you seem to be ignoring that I CANNOT DEACTIVATE A DEAD COMPUTER

The link I shared is dated AUGUST 07, 2022 I am looking at it on my monitor

"Correct answer by John T Smith Community Expert , Aug 07, 2022"

 
Shivam
 

Yes, I apologize , it is of 2022 and it is 2 year back, and you are connected directly to the Adobe support, the only resolution here is to upgrade, please let me know if you want to as there is not other solution

 

I REPEAT : ALL THAT IS NEEDED IS TO RESET THE DEVICE COUNT

STOP LYING TO ME

OR CONNECT ME TO YOUR BOSS I DO NOT NEED A SALES MAN I NEED DEVICE COUNT RESET

 
Shivam
 

David as already informed the deactivation can only be done from the customer end and it cannot be reset from our side . The only resolution here is to upgrade

 

NO THERE IS NO WAY I CAN DEACTIVATE A DEAD COMPUTER

MY ADOBE ACCOUNT SCREEN SHOWS NO ACTIVATED DEVICES

"You have no activated devices"

 
Shivam
 

That part is for the subscription and not for the perpetual license, as you cannot deactivate from your end, nothing can be done

 

THE PEOPLE IN THE THREAD I SENT YOU ALL OWN PERPETUAL LICENSE SAME AS ME

WITH A DEAD COMPUTER THAT CANNOT BE TURNED ON TO "DEACTIVATE"

WHY DO YOU INSIST I HAVE TO BUY NEW SOFTWARE

MY SOFTWARE IS WORKING PERFECTLY

JUST RESET THE DEVICE COUNT

 
Shivam
 

The link you have shared David is very old, and now is 2024, you have activated the application too many time and it was meant to be activated just 2 time or on 2 machines. The only option here is to upgrade

 

OR GIVE ME STEP BY STEP INSTRUCTIONS TO DEACTIVATE THE EXISTING LICENSE AND THEN REACTIVATE IT FOR WHAT I NEED.  NO I AM NOT BUYING YOUR SALES PITCH

I USE THE SOFTWARE ON MY HOST LAPTOP

THE WIN 10 VM machine has my old programs on it

and is RARELY used for Acrobat Pro

I AM NOT violating the license or use rules

TELL ME HOW TO DEACTIVATE THE EXISTING LICENSE NUMBER SO THAT THE COUNT IS SET TO ZERO

 
Shivam
 

I am not forcing you to buy anything here, its upto you but the application you have cannot be activated anymore

 

BECAUSE YOU ARE NOT CAPABLE OF RESETTING the device count or you are lying to me, I will deactivate the license itself and reactivate it on the software that is already installed.

GO BACK AND RESET THE DEVICE COUNT

RESET THE DEVICE COUNT

YOU DO HAVE THE ABILITY TO DO THAT

 
Shivam
 

That cannot be done from our end , else I would have done in the first instance and would not be wasting your time as customer's time is valuable to use so I would like to tell you that the only resolution here is to upgrade

 

IF YOU WANT TO KEEP INSISTING YOU CANNOT RESET THE DEVICE COUNT, THEN transfer me to your BOSS

I INSIST YOU TRANSFER ME TO YOUR SUPERVISOR.

 
Shivam
 

Just allow me a moment to check with the available supervisor

 

IT IS NOT AN ISSUE OF "DEACTIVATE" When the devices are already DEAD.

AND tell your supervisor I will be posting this entire chat on the Adobe community discussion board

 
Shivam
 

Right now there is no supervisor available, so please provide the call back details for tomorrow and you will get a call back from the supervisor:

Preferred Phone Number: Preferred Time: Time Zone:

 

I want everybody to see how Adobe is SCREWING its customers

NO ONE EVER CALLS BACK

NOT IN THE ENTIRE TIME MY LICENSES HAVE BEEN ACTIVATED

 
Shivam
 

You will receive a call back according to your time, please let me know the details if you want a call back

 

WHY IS THERE NO SUPERVISOR?

YOU are not in USA so it is Monday where you are, a WORK DAY

My phone number is 808-xxx-xxxx

MY TIME ZONE IS HAWAII STANDARD TIME

CALL ME BETWEEN 9 AM and 12 NOON HST on MONDAY June 3, 2024.

 
Shivam
 

Please confirm the time zone in GST

 
In the meantime, I am printing this entire chat to PDF and posting it on Adobe Community Help board as an example of the corporate run aoround Adobe is doing with its customers who own the working product that fits their exact business need

DO THE TIME CONVERSION IN YOUR OWN COMPUTER

 
Shivam
 

Is it GMT-10?

 

I LIVE IN HAWAII STANDARD TIME ZONE

I have no idea nor am I doing your work. YOU and YOUR SUPERVISOR are quite capable of converting Hawaii Standard time TO GMT

 
Shivam
 

I have arranged a call back and you will received a call between 9am to 11am tomorrow so please be near the phone in this time slot so that we can be connected. Is there anything else I can help you with?

 

YOU CAN DO WHAT I ASKED YOU TO DO ALMOST AN HOUR AGO rather than reading a sales pitch script

 
Shivam
 

Is there anything else I can help you with?

 

APPARENTLY NOT

 
Shivam
 

We will continue to investigate the case, and will follow up with an update. Thanks for contacting Adobe.

 
 
Shivam has left the conversation"
 
I will update this post when Adobe calls me back on Monday June 3, 2024 with the results of the call.
SIgned: David R,
VERY disgruntled small business owner getting run around from Adobe.

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Community Expert ,
Jun 03, 2024 Jun 03, 2024

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@david wr40374191 

 

things have changed. the servers used by adobe support to reset activation counts is no longer functional. ie, the info you received, adobe support cannot reset your activation count, is correct.  that wasn't correct in 2022, or even several weeks ago, but it is correct now.

 

the only way to alter an activation count is to use a computer that currently contains an activated copy of your software, open the software > click help > click deactivate or sign out.  if that's impossible, then it's impossible to alter your activation count.

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New Here ,
Jun 05, 2024 Jun 05, 2024

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@kglad 

 

Thank you for your reply.

I find it easier to believe you than Adobe customer support since you've had the exact same issue with Acrobat XI Pro.

Deactivating the license, as you confirm what Adobe support told me, both in chat and a follow-up 30  minute telephone call on Monday, appears the only possibility to try.

That said, both support people stated that the valid Acrobat Pro XI license I own won't be able to reactivate once I deactivate from Adobe's now-retired servers.

I will re-read carefully the documentation you suggested in 2022 as well as the instruction documentation sent to me on Monday by Adobe before proceeding.

I plan to use the instructions on an older version of the VMware based virtual computer as the deactivated device. 

My other thought, since Adobe support keeps hammering about "2 device limit" is to leave my active devices as is on Adobe's records, and install a May, 2015 purchased copy of Acrobat 12 Pro, that back in 2015 Adobe referred to as Adobe DC.

I don't know if it's the same "DC" now sold only via subscription, however as a  purchased software, I tried once and then removed the device and uninstalled, should make the "2 device install" rule a moot point.

I don't look forward to that as a solution since it means running 2 versions of Acrobat Pro at the same time which probably means different drop down items in each program.

 

Separately, as my way of "thank you" for your quick reply to my post, I have  a recommendation for 3rd party Adobe approved software that I use daily in Acrobat XI Pro:

I need to generate and manipulate bookmarks and table of contents for client files.

I found "AutoBookmark Professional Plug-in" as a helpful accessory for my PDF files.

It's sold by EverMap Company LLC on their website at a reasonable price point. 

If you use it already for your XI Pro, I hope you find it a useful tool as I do.

 

Again, thank you for your quick reply and answer.

 

 

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Community Expert ,
Jun 05, 2024 Jun 05, 2024

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"That said, both support people stated that the valid Acrobat Pro XI license I own won't be able to reactivate once I deactivate from Adobe's now-retired servers."

 

this seems unlikely because cs5, cs5.5 and cs6 can still be activated.  acrobat xi is newer than cs6.

 

you won't be able to spoof a deactivated version.  to deactivate, you must have have a currently installed and activated version, or at least, a computer/virtual environment that had an activated version that was never deactivated.  

 

that can computer/environment could be accessed and even if adobe software xxx is no longer installed on the computer/environment, you can install and the new install will recover the activation on its own.  you can then open the/an adobe app > click help > deactivate.

 

2 device limit is for activations, not installations.  you can install your legacy hardware on an unlimited number of computers (and use that software for the trial period, 30 days).  but to activate (and use beyond the trial), you have a strict limt of two concurrent activations.  ie,

 

on computer 1, install/activate > deactivate.

on computer 2, install/activate > deactivate

etc ad infinitum

 

p.s. i have an all apps subscription so i use 

 

kglad_0-1717620918350.png

 

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New Here ,
Jun 05, 2024 Jun 05, 2024

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I went back as far I could in my VM machines and none of the Windows 7 machines Acrobat XI Pro show a log-out from the installed software on the machine or a deactivate license option contrary to the information in the link I received from Adobe support yesterday.

 

This is the link I received, scrolled down to the Acrobat section 

https://helpx.adobe.com/sea/x-productkb/policy-pricing/error-activation-limit-reached-sign.html

 

Item 2 speaks to another Adobe link that has the step by step deactivate a current device, however, I hesitate to deactivate the working license on Adobe's server for possibility that despite I have valied license code, the ability to deactivate older devices hasn't worked, and I won't be able to activate the current installed version on my host laptop. 

My installed laptop host does show a deactivate line that appears I can use to deactivate, however, there's no guarantee it will work to allow me to reactivate XI Pro again.

I'd rather wait until I buy a new laptop and see what happens on new laptop than lose license on current one I use daily.

I'm going to try my "plan B" and install my purchased acrobat 12 Pro version on the older software VM machine and leave it at that.

Thanks for your help and comments.

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Community Expert ,
Jun 05, 2024 Jun 05, 2024

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LATEST

you're welcome.

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Community Expert ,
Jul 31, 2022 Jul 31, 2022

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before using adobe support to request an activation count reset per @John T Smith , IF you purchased from or registered with adobe AND you know the adobe id used when purchasing/registering, you can reset your own activation count by signing into that account, https://accounts.adobe.com and going to your activated devices page

 

kglad_0-1659277280097.png

 

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New Here ,
Jul 31, 2022 Jul 31, 2022

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Thanks, but unfortunately my account shows no activated devices - and it is still the same ID I registered the products under. Think they were bough tby Amazon (or a seller on Amazon) rather than direct from Adobe, if that makes any difference.
I can see the registered products with the serial number in question, but no active devices.

Tim

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Community Expert ,
Jul 31, 2022 Jul 31, 2022

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does your acct show that you registered premiere elements?

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New Here ,
Jul 31, 2022 Jul 31, 2022

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It does, yeah. With the serial I am using again now.

 

Tim

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Community Expert ,
Jul 31, 2022 Jul 31, 2022

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is there an option to deactivate on all devices on your activated devices page (even though no activations are listed)?

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New Here ,
Jul 31, 2022 Jul 31, 2022

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Unfortunately not ☹️

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