Problem to activate Acrobat Pro for Teams

[Bart28335138rrn4]

Hello,

Our customer can't activate his Adobe Acrobat Pro for Teams license.

The customer was using the Acrobat Pro DC during 2 years; This type oflicense doesn't excist anymore.

So our distributor guided us to order the Adobe Acrobat Pro for Teams.

In the administrator portal the licenses are linked the to users mailaddress.

The users received a mail to login to the portal and install the software. 

When loged in, he still receives the message that his license is expired !!!

So he can't us his software.

We sent mails to euroresl@emailsupport.adobe.com  , They created case 269516, no further reaction.

We sent mails to partnerapi-support@adobe.com  , no answer

We received a mail from rodmailp@adobe.com , with casenumer INC2006775, no further reaction .

We have this problom since 17 january !!!

I need help ! The customer will change to software of other vendor !

Kr, Bart 

[kglad]

did you use the support tab on your admin console to contact adobe support?

<moved from download&install>

[Kevin Stohlmeyer]

Hi @Bart28335138rrn4 as @kglad - using the Support tab on the enterprise portal can get you live support from a specialist instead of blind emailing someone.

However, have you explored clearing out keychains/caches to force a clean sign in?

https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

[Ashish_Harrison · Accepted solution]

Hi @Bart28335138rrn4 if they were using Serial Number based licenses, please follow the steps to get this issue fixed.

1. Log out from the Creative Cloud app or Acrobat

2. Close all Adobe tasks and processes from Task Manager (Win) & Activity Monitor (Mac).

3. DELETE ALL ADOBE CREDENTIALS FROM CREDENTIALS MANAGER (WIN) & KEYCHAIN ACCESS (MAC).

4. Locate Folder “SLCache” in C:/Program Files(x86)/Common Files/Adobe and delete its contents(Win)

5. Locate the same folder in System Library(/Library/Application Support/Adobe) and remove its contents(MAC)

6. Locate folder “SLStore” in C:/Program Data(Hidden Folder)/Adobe and remove its contents(Win)

7. Locate the same folder in System Library(/Library/Application Support/Adobe) and remove its contents(MAC)

8. Locate folder "OOBE" in User directory>App Data>Local>Adobe and clear its contents(Windows).

9. Locate the same folder in the User library by typing "~/Library" in finder\go to window >Application Support>Adobe>OOBE and clear its contents (MAC OS).

Thanks!