Skip to main content
A
ajvjr17
Participant
January 8, 2016
Answered

Trying to reinstall ELS 6.1 "Serial number you provided is valid, but a qualifying product could not be found on this computer."

  • January 8, 2016
  • 1 reply
  • 556 views

Trying to reinstall ELS 6.1 "Serial number you provided is valid, but a qualifying product could not be found on this computer."

I installed from upgrade version, but I am recovering from disk crash so I do not have a previous version.

I know there is way to recover/override as this has happened before.

This topic has been closed for replies.
Correct answer John T Smith

The install process is supposed to give you a place to enter your previous serial number if the previous version is not actually on the computer

https://accounts.adobe.com/ then click Plans & Products at the top for your serial numbers

1 reply

John T Smith
Community Expert
John T SmithCommunity ExpertCorrect answer
Community Expert
January 9, 2016

The install process is supposed to give you a place to enter your previous serial number if the previous version is not actually on the computer

https://accounts.adobe.com/ then click Plans & Products at the top for your serial numbers

A
ajvjr17Author
Participant
January 9, 2016

John,

I do have place to enter previous serial #, the problem is product selection does not have the product I upgraded from.  I went from Adobe Acrobat X Suite to ELS 6.1, there is no selection for X Suite.  I tried a few other selections to see with no luck.

Del Z
Del Z
Participating Frequently
January 14, 2016

Hi Ajvjr17,

I'm sorry you're experiencing difficulty reinstalling your e-Learning Suite upgrade. As far as I'm aware, Acrobat X Suite is a valid qualifying product, so it should show up in the dropdown list. Since it does not, please Contact Customer Care via chat. Make sure have the serial numbers for both products available, and let the representative know this is an activation issue. Our chat representatives can answer questions about serial numbers and licenses, but they are unable to help with technical troubleshooting for older products.

Before connecting with chat, you may want to review this forum discussion in which a community member experienced a similar issue which was resolved by chat support: Upgrade from Captivate 4 to eLearning Suite 6.1 was easy last year.  After re-installing, Captivate 5 is minimum requiry…

Let us know how it goes.

Best,

Del

Terms & ConditionsAccessibility statement
Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices