Reinstalling software after reformatting computer?

Report · Jun 13, 2015

I had to reformat my computer and I'm having trouble re-installing the software, my product key no longer works.

I have tried chatting with Adobe tech support but it hasn't resolved the issue.

I have 2 different software with ADOBE that i'm trying to re-install. Neither of them is the most current version of the software, they're older versions.

Loosing patience. What should I do?

Thanks!

Report · Jun 13, 2015

Please provide the details such as your system information, the names and versions of the software involved, what actions you have taken when trying to install/activate, and what error indications you receive when it fails.

Report · Jun 13, 2015

I have a Windows 7 operating system.

I purchased:

1) Photoshop Elements 12 Editor (purchased directly from Adobe, I think)

2) Adobe Acrobat Pro XI Student and Teacher Edition.(Purchased through Dell.com)

I have visited the Adobe page as well as the Dell.com page and tried finding support for my issue there without success.

I have tried inputting the product key I had from before into the software downloads (current versions, free trials) but of course that's not working because my versions are older versions. I get a message saying that the activation code I have inputted is invalid.

I have also tried the link I found where it turns an activation or purchase code into a serial number, but it also says my activation code is invalid.

I have also tried explaining what is happening to one of the Adobe representatives in the chat support feature they offer, but that was fruitless. They were only able to help me recover access to my Adobe account, not to the software. The software is not registered under my Adobe account, so I'm not sure what else I can do.

I have the software fully installed and functional in another computer at home. I don't know if this is of any help?

Thanks for your help!

Report · Jun 13, 2015

For any software you acquired thru Dell. Dell should be able to provide assistance with recovering what you purchased if they did not provide discs with the purchase.

If you have an older Windows machine with the software still functional on it then try running Belarc Advisor on it to get the serial numbers...

http://www.belarc.com/free_download.html

Just as a side note it seems unlikely that you would have gotten a student/teacher license from Dell since that normally requires Adobe approval.