Bought a Perpetual License - Adobe went to subscription , wont acknowledge license anymore

[hebeler_6795]

Hi,

We bought a perpetual license in 2015 for 170 users. The definition of perpetual license is a license grants the purchaser the right to use software indefinitely, with no expiration date

We are less that 10 years into our license and we can no longer use our licenses purchased. After talking to several departments I was in touch with the perpetual license department where ultimately they pointed me to make a post here. I was told As the product is outdated I am unable to transfer to the dedicated team. Hence I request you to post you query and our dedicated team will get in touch with you.

I am hoping to get this resolved as Adobe should have had a solution already in place for changing their licensing for those "grandfathered" in to a perpetual license. 

[kglad]

what app/version?

what problem are you seeing?

[Anshul_Nautiyal]

Hi @hebeler_6795,

Thank you for reaching out.

Could you please confirm which application the perpetual license is for, and let us know the exact error you're encountering when trying to use the app? This information will help us assist you more effectively.

Regards,
^AN

[hebeler_6795]

Last issue we had with these perpetual icenses, Adobe said we wont get an error as long as we use the older version our perpetual license was intended for. And they generated us a new key and it has worked for about a year. Until last week when we started receiving the serial number is in use on too many machines.

These machines do not show up on our dashboard to deactivate. If Adobe can just reset all then maybe the issue would go away, or maybe we need a new key again. 

[kglad]

that's an excess activation count error.  the only what to resolve is to deactivate that acrobat on a computer that has a current activation.  that computer must meet adobe's security standards to convey the deactivation to adobe's servers.  ie, that computer must, at least, have an updated os and default browser and can't have anything blocking the connection (like security software, hosts file, vpn's etc).

however, it appears you have the full use of the acrobat shown for the next 90 years or so.  ie, enjoy that prolonged trial.

[hebeler_6795]

Is there any other way to reset the machines attached to a license? We have a virtual environment that had a cyber attack 2 years ago. Those machines were destroyed and new ones were spun up. 

[kglad]

no.  there's currently no other way.

that changed within the past several months.  previously adobe support could reset all activations.  and previously deactivations could be done via adobe account web pages, but that was several months ago.

but why bother?

[hebeler_6795]

The only reason to bother with it is to get these pop ups to go away everytime we open a document. 

[kglad]

oh, i understand.  but that still leaves you with an unsolvable problem.