Acrobat DC Enterprise Licensing on provisioned Citrix Terminal Server issues

[steveb2001]

Hello,

We are running into an issue with XA7.6 on PVS 7.6 and Server 2012 R2. I can key the master machine, but the provisioned targets are challenging users for the activation key. I downloaded the latest version of the Adobe Application Manager from the Using Adobe Provisioning Toolkit Enterprise Edition link and installed it. After installing the tool (no errors), the adobe_prtk.exe utility doesn't show up any where on the hard drive. I found and older version of the tool and installed that. The adobe_prtk.exe file did show up, but when I tried to run the command-line string with the key and leid to generate the prov.eml file I get an error 14. We opened a ticket with Adobe over a week ago and can't seem to get anyone to call us. When we try to talk to support we get run in circles. It is very frustrating as you might imagine and the client is livid at this point. Any help would be greatly appreciated.

adobe_prtk.exe --tool=VolumeSerialize --generate --serial="<ENTER SERIAL #HERE>" --leid="<ENTER LEID #HERE>" --regsuppress=ss --eulasuppress

Steve

[binnysach]

Hi Steve,

We understand your concern and surely will help you.

The command has not run correctly, thats why the error 14. Please ensure to provide the correct values to the parameter. Detailing the same below for your reference.

There are specific steps to be followed for activating licensing on Citrix server.

1. Need to run the below command to generate prov.xml from command prompt. Launch command prompt and browse through the location where adobe_prtk.exe is placed i.e cd C:\users\User1\desktop

adobe_prtk.exe --tool=VolumeSerialize --generate --serial="<ENTER SERIAL #HERE>" --leid="<ENTER LEID #HERE>" --regsuppress=ss --eulasuppress

-> adobe_prtk.exe - It is not an application that will be visible on the system. Simply copy it to any folder or desktop and refer this location in the command to create prov.xml (Example: The file is copied at the user/desktop).

->  leid - Refer to the given link for LEID details - https://www.adobe.com/devnet-docs/acrobatetk/tools/AdminGuide/identify.html

-> serial - You need a Serial Number

2. Run the below command again in command prompt once prov.xml file is generated. Ensure to give the option --stream to get the license working on option to work on an image.

    adobe_prtk.exe --tool=VolumeSerialize --provfile=<ENTER PATH OF PROV.XML FILE> --stream

-binny

[steveb2001]

Hello Binny,

Thanks for your response and instructions. Yes, I understand about how the command-line utility works. When I downloaded the latest version of the Adobe Application Manager, the adobe_prtk.exe utility didn't get installed anywhere on the hard drive where you could locate it and run the command string. I had to find an older version of the tool in order to get it to install properly. I had also already tried the command to generate the prov.xml file as shown in my original post (not showing the Key and LEID), but was getting the error 14. Perhaps I had used the wrong LEID as it seems to be a little cryptic on which one to use. We are installing Acrobat 2015 Web WWMUI. Which LEID below should we use?

i.e. adobe_prtk.exe --tool=VolumeSerialize --generate --serial="XXXX-XXXX-XXXX-XXXX-XXXX-7299" --leid="Win - V7{}AcrobatCont-12-Win-GM" --regsuppress=ss --eulasuppress

Product LEIDs:

DC Continuous Track

• Win - V7{}AcrobatCont-12-Win-GM
• Mac - V7{}AcrobatCont-12-Mac-GM

DC Classic Track

• Win – V7{}AcrobatESR-12-Win-GM
• Mac – V7{}AcrobatESR-12-Mac-GM

Note

Once an ETLA serial is provided, the LEID changes for unserialized commands. For both tracks It becomes V7{}AcrobatETLA-12-Win-GM (on Windows) and V7{}AcrobatETLA-12-Mac-GM (on Macintosh).

11

• V6{}AcrobatStd-AS2-Win-GM
• V6{}AcrobatPro-AS2-Win-GM
• V6{}AcrobatPro-AS2-Mac-GM
• V6{}AcrobatStd-AS2-Mac-GM

10

• AcrobatPro-AS1-Win-GM
• AcrobatStd-AS1-Win-GM
• AcrobatPro-AS1-Mac-GM
• AcrobatStd-AS1-Mac-GM

[steveb2001]

I found the log generated by the tool and the results are shown below. It is saying it failed to load the axlib.dll and says invalid Driver LEID among other things. Would it be possible to talk to an Engineer? We opened a ticket over a week ago and they said they would call us back withing 24-48 hours.

2015-12-02 10:10:41 [508]  Adobe PRTK: *** Adobe PRTK tool START ***

2015-12-02 10:10:41 [508]  Adobe PRTK: Adobe PRTK tool VolumeSerialize invoked

2015-12-02 10:10:41 [508]  Adobe PRTK: .

2015-12-02 10:10:41 [508]  Adobe PRTK: creating  .\prov.xml

2015-12-02 10:10:41 [508]  OOBELib: __OOBELIB_LOG_FILE__

2015-12-02 10:10:41 [508]  OOBELib: *************OOBELib Session Starts*************

2015-12-02 10:10:41 [508]  OOBELib: Version 6.2.0.43,6.2

2015-12-02 10:10:41 [508]  PCDService: PCD Service in non-threaded mode

2015-12-02 10:10:41 [508]  OPMWrapper: Failed in getting value for key in OPMGetValueForKey

2015-12-02 10:10:41 [508]  OOBELib: Failed to get Proxy username in OPM DB

2015-12-02 10:10:41 [508]  AXFBLicensing: Failed to load axlib.dll, trying again

2015-12-02 10:10:41 [508]  AXFBLicensing: Failed to load axlib.dll, trying again with axlib in ACF

2015-12-02 10:10:41 [508]  AXFBLicensing: All function pointers successfully retrieved

2015-12-02 10:10:41 [508]  OOBELib: Received Params for Online Validation : Driver : Win - V7{}AcrobatCont-12-Win-GM, Caller : 3

2015-12-02 10:10:41 [508]  OOBELib: received LEID : Win - V7{}AcrobatCont-12-Win-GM

2015-12-02 10:10:41 [508]  OOBELib: Supported Locales : ALL

2015-12-02 10:10:41 [508]  OOBELib: OOBELib ValidateSerialOnline

2015-12-02 10:10:41 [508]  OOBELib: Validate using Driver LEID : Win - V7{}AcrobatCont-12-Win-GM, App LEID : <blank>, SN : XXXXXXXXXXXXXXXXXX3253

2015-12-02 10:10:41 [508]  OOBELib: Failed to get system default proxy in setProxyCredentialsForIALSession

2015-12-02 10:10:41 [508]  OOBELib: Failed to set proxy credentials for IAL session while validating serial number

2015-12-02 10:10:41 [508]  OOBELib: HTTPCommunicationAgent::processMessage is https://lm.licenses.adobe.com/aes/aes/v1/serialInfo (extURL=)

2015-12-02 10:10:42 [508]  OOBELib: HTTP Request Status code 200.

2015-12-02 10:10:42 [508]  OOBELib: HTTPCommunicationAgent- Return Code:[0] response size-[182] time taken-[217.50]ms.

2015-12-02 10:10:42 [508]  OOBELib: Got error from server-[22].

2015-12-02 10:10:42 [508]  OOBELib: ErrDesc from server: The specified driver leid is invalid..

2015-12-02 10:10:42 [508]  OOBELib: Validate Serial status-[534] took-[220.88]ms.

2015-12-02 10:10:42 [508]  OOBELib: OOBELib IAL VSN Invalid Driver LEID

2015-12-02 10:10:42 [508]  OOBELib: OOBELib IAL ValidateSerial call has failed : 534

2015-12-02 10:10:42 [508]  OOBELib: Using Driver/ALL combination for offline/invalid SNs scenario

2015-12-02 10:10:42 [508]  OOBELib: SN validated for AAMEE mode

2015-12-02 10:10:42 [508]  OOBELib: OOBELib stat = 27

2015-12-02 10:10:42 [508]  Adobe PRTK: Failed to validate the serial number

2015-12-02 10:10:42 [508]  Adobe PRTK: Return code 14

2015-12-02 10:10:42 [508]  Adobe PRTK: *** Adobe PRTK tool END ***

[binnysach · Accepted solution]

Please use LEID - V7{}AcrobatESR-12-Win-GM

[steveb2001]

Hello Binny,

I was able to create the prov.xml file and use the config file to key the software and suppress the popups. I will have some users test it over the next couple days and let you know. BTW, it was not intuitive that we needed to use the Classic LEID for Acrobat 2015 Web WWMUI. It would be helpful if Adobe updated the documentation to list the LIEDs in categories by software version instead of just the cryptic form they are in now.

Thanks,

Steve

[binnysach]

I understand, Thanks Steve for your inputs, will check with the team what better can be worked.

Thanks,

binny