Offline Exception grant process fails - Acrobat DC pro Continuous Track / Customization Wizard 15.0.16.20039

Report · Sep 02, 2016

Scenario:

We would like to change from Acrobat Pro DC Classic Track to Continuous Track.

I have already prepared the AIP including the patches but I fail to make a new MST with the Customization Wizard (Wizard-Version 15.016.20039)

Meanwhile I have tried this on Windows 7 and Windows 10 both with different results in the logfile but both will fail, nevertheless.

The instaler in our in the license Portal was a Acrobat DC Classic installer.

Even if I try to use the existing MST file of the classic track (made with an older wizard 15.07) there is no chance to grant offline exception again.

Problem:

And that's the point, I can still deploy the Classic Track Adobe with the old MST file flawless, but fail to deploy the continuous track because the setup will halt at entering a valid serial number.

Questions:

Isn't it allowed to switch the track from classic to continuous with the same serial?

Why does the wizard keeps failing to create a new offline exception while it worked for an older release of both (Acrobat DC and Wizard)

How to solve this issue?

Logifle Windows 7

09/02/16 16:27:13:551 | [INFO] | | | | PCDService | | | 7104 | PCD Service in non-threaded mode
09/02/16 16:27:13:552 | [INFO] | | | | DispatchClientLib | | | 7104 | Dispatch table loaded from path: C:\Users\heinz\AppData\Local\Temp\CusA3EB.tmp\dispatchtable.xml
09/02/16 16:27:13:553 | [INFO] | | | | DispatchClientLib | | | 7104 | (re)load Local Dispatch Table status-[0].
09/02/16 16:27:13:553 | [INFO] | | | | DispatchClientLib | | | 7104 | Scope : [2]
09/02/16 16:27:13:554 | [INFO] | | | | DispatchClientLib | | | 7104 | Setting scope to GM
09/02/16 16:27:13:792 | [ERROR] | | | | OPMWrapper | | | 7104 | Failed in getting value for key in OPMGetValueForKey
09/02/16 16:27:13:792 | [INFO] | | | | OOBELib | | | 7104 | Failed to get Proxy username in OPM DB
09/02/16 16:27:13:792 | [INFO] | | | | AXFBLicensing | | | 7104 | Failed to load axlibv7.dll, trying again
09/02/16 16:27:13:792 | [INFO] | | | | AXFBLicensing | | | 7104 | Failed to load axlibv7.dll, trying again with axlib in ACF
09/02/16 16:27:13:893 | [INFO] | | | | AXFBLicensing | | | 7104 | All function pointers successfully retrieved
09/02/16 16:27:13:893 | [INFO] | | | | OOBELib | | | 7104 | Received Params for Online Validation : Driver : V7{}AcrobatCont-12-Win-GM, Caller : 3
09/02/16 16:27:13:893 | [INFO] | | | | OOBELib | | | 7104 | received LEID : V7{}AcrobatCont-12-Win-GM
09/02/16 16:27:13:893 | [INFO] | | | | OOBELib | | | 7104 | Supported Locales : ALL
09/02/16 16:27:13:893 | [INFO] | | | | OOBELib | | | 7796 | OOBELib ValidateSerialOnline
09/02/16 16:27:13:893 | [INFO] | | | | DispatchClientLib | | | 7796 | Scope : [2]
09/02/16 16:27:13:893 | [INFO] | | | | DispatchClientLib | | | 7796 | Setting scope to GM
09/02/16 16:27:13:893 | [INFO] | | | | OOBELib | | | 7796 | Validate using Driver LEID : V7{}AcrobatCont-12-Win-GM, App LEID : <blank>, SN : 970787043745062042938331
09/02/16 16:27:13:902 | [ERROR] | | | | OOBELib | | | 7796 | Failed to get system default proxy in setProxyCredentialsForIALSession
09/02/16 16:27:13:902 | [INFO] | | | | OOBELib | | | 7796 | Failed to set proxy credentials for IAL session while validating serial number
09/02/16 16:27:13:903 | [INFO] | | | | OOBELib | | | 7796 | IALClient IAL_SetCaller-[0] took-[0.00]ms.
09/02/16 16:27:13:903 | [INFO] | | | | DispatchClientLib | | | 7796 | EndPoint requested: [AES]
09/02/16 16:27:13:903 | [INFO] | | | | DispatchClientLib | | | 7796 | Length of the URL: [51]
09/02/16 16:27:13:903 | [INFO] | | | | DispatchClientLib | | | 7796 | Returning from getEndpointAddr: [0]
09/02/16 16:27:13:903 | [INFO] | | | | DispatchClientLib | | | 7796 | EndPoint requested: [AES]
09/02/16 16:27:13:903 | [INFO] | | | | DispatchClientLib | | | 7796 | Length of the URL: [51]
09/02/16 16:27:13:903 | [INFO] | | | | DispatchClientLib | | | 7796 | URL found [https://lm.licenses.adobe.com/aes/aes/v1/serialInfo]
09/02/16 16:27:13:903 | [INFO] | | | | DispatchClientLib | | | 7796 | Returning from getEndpointAddr: [0]
09/02/16 16:27:13:913 | [INFO] | | | | OOBELib | | | 7796 | HTTPCommunicationAgent::processMessage is https://lm.licenses.adobe.com/aes/aes/v1/serialInfo (extURL=)
09/02/16 16:27:15:009 | [INFO] | | | | OOBELib | | | 6516 | HTTP Request Status code 200.
09/02/16 16:27:15:009 | [INFO] | | | | OOBELib | | | 7796 | HTTPCommunicationAgent- Return Code:[0] response size-[213] time taken-[1096.57]ms.
09/02/16 16:27:15:009 | [ERROR] | | | | OOBELib | | | 7796 | Got error from server-[16].
09/02/16 16:27:15:009 | [ERROR] | | | | OOBELib | | | 7796 | ErrDesc from server: No LEID in common for the serial number and driver leid combination..
09/02/16 16:27:15:010 | [INFO] | | | | OOBELib | | | 7796 | Validate Serial status-[528] took-[1106.48]ms.
09/02/16 16:27:15:010 | [INFO] | | | | OOBELib | | | 7796 | IALClient IAL_SetCaller-[0] took-[0.00]ms.
09/02/16 16:27:15:010 | [ERROR] | | | | OOBELib | | | 7796 | OOBELib IAL VSN Common LEID not found
09/02/16 16:27:15:010 | [ERROR] | | | | OOBELib | | | 7796 | OOBELib IAL ValidateSerial call has failed : 528
09/02/16 16:27:15:010 | [ERROR] | | | | OOBELib | | | 7796 | Using Driver/ALL combination for offline/invalid SNs scenario
09/02/16 16:27:15:010 | [ERROR] | | | | OOBELib | | | 7796 | SN validated for AAMEE mode
09/02/16 16:27:15:010 | [INFO] | | | | OOBELib | | | 7796 | OOBELib stat = 257
09/02/16 16:27:15:895 | [ERROR] | | | | Adobe PRTK | | | 7104 | Failed to validate the serial number

09/02/16 16:27:19:928 | [INFO] | | | | PCDService | | | 6608 | PCD Service in non-threaded mode
09/02/16 16:27:19:929 | [INFO] | | | | DispatchClientLib | | | 6608 | Dispatch table loaded from path: C:\Users\heinz\AppData\Local\Temp\CusBD21.tmp\dispatchtable.xml
09/02/16 16:27:19:930 | [INFO] | | | | DispatchClientLib | | | 6608 | (re)load Local Dispatch Table status-[0].
09/02/16 16:27:19:930 | [INFO] | | | | DispatchClientLib | | | 6608 | Scope : [2]
09/02/16 16:27:19:931 | [INFO] | | | | DispatchClientLib | | | 6608 | Setting scope to GM
09/02/16 16:27:19:969 | [ERROR] | | | | OPMWrapper | | | 6608 | Failed in getting value for key in OPMGetValueForKey
09/02/16 16:27:19:969 | [INFO] | | | | OOBELib | | | 6608 | Failed to get Proxy username in OPM DB
09/02/16 16:27:19:969 | [INFO] | | | | AXFBLicensing | | | 6608 | Failed to load axlibv7.dll, trying again
09/02/16 16:27:19:969 | [INFO] | | | | AXFBLicensing | | | 6608 | Failed to load axlibv7.dll, trying again with axlib in ACF
09/02/16 16:27:19:970 | [INFO] | | | | AXFBLicensing | | | 6608 | All function pointers successfully retrieved
09/02/16 16:27:19:970 | [INFO] | | | | OOBELib | | | 6608 | Received Params for Online Validation : Driver : V7{}AcrobatCont-12-Win-GM, Caller : 3
09/02/16 16:27:19:970 | [INFO] | | | | OOBELib | | | 6608 | received LEID : V7{}AcrobatCont-12-Win-GM
09/02/16 16:27:19:970 | [INFO] | | | | OOBELib | | | 6608 | Supported Locales : ALL
09/02/16 16:27:19:970 | [INFO] | | | | OOBELib | | | 5612 | OOBELib ValidateSerialOnline
09/02/16 16:27:19:971 | [INFO] | | | | DispatchClientLib | | | 5612 | Scope : [2]
09/02/16 16:27:19:971 | [INFO] | | | | DispatchClientLib | | | 5612 | Setting scope to GM
09/02/16 16:27:19:971 | [INFO] | | | | OOBELib | | | 5612 | Validate using Driver LEID : V7{}AcrobatCont-12-Win-GM, App LEID : <blank>, SN : 970787043745062042938331
09/02/16 16:27:19:979 | [ERROR] | | | | OOBELib | | | 5612 | Failed to get system default proxy in setProxyCredentialsForIALSession
09/02/16 16:27:19:979 | [INFO] | | | | OOBELib | | | 5612 | Failed to set proxy credentials for IAL session while validating serial number
09/02/16 16:27:19:979 | [INFO] | | | | OOBELib | | | 5612 | IALClient IAL_SetCaller-[0] took-[0.00]ms.
09/02/16 16:27:19:980 | [INFO] | | | | DispatchClientLib | | | 5612 | EndPoint requested: [AES]
09/02/16 16:27:19:980 | [INFO] | | | | DispatchClientLib | | | 5612 | Length of the URL: [51]
09/02/16 16:27:19:980 | [INFO] | | | | DispatchClientLib | | | 5612 | Returning from getEndpointAddr: [0]
09/02/16 16:27:19:980 | [INFO] | | | | DispatchClientLib | | | 5612 | EndPoint requested: [AES]
09/02/16 16:27:19:981 | [INFO] | | | | DispatchClientLib | | | 5612 | Length of the URL: [51]
09/02/16 16:27:19:981 | [INFO] | | | | DispatchClientLib | | | 5612 | URL found [https://lm.licenses.adobe.com/aes/aes/v1/serialInfo]
09/02/16 16:27:19:981 | [INFO] | | | | DispatchClientLib | | | 5612 | Returning from getEndpointAddr: [0]
09/02/16 16:27:19:985 | [INFO] | | | | OOBELib | | | 5612 | HTTPCommunicationAgent::processMessage is https://lm.licenses.adobe.com/aes/aes/v1/serialInfo (extURL=)
09/02/16 16:27:21:133 | [INFO] | | | | OOBELib | | | 6536 | HTTP Request Status code 200.
09/02/16 16:27:21:133 | [INFO] | | | | OOBELib | | | 5612 | HTTPCommunicationAgent- Return Code:[0] response size-[213] time taken-[1148.80]ms.
09/02/16 16:27:21:134 | [ERROR] | | | | OOBELib | | | 5612 | Got error from server-[16].
09/02/16 16:27:21:134 | [ERROR] | | | | OOBELib | | | 5612 | ErrDesc from server: No LEID in common for the serial number and driver leid combination..
09/02/16 16:27:21:134 | [INFO] | | | | OOBELib | | | 5612 | Validate Serial status-[528] took-[1154.13]ms.
09/02/16 16:27:21:134 | [INFO] | | | | OOBELib | | | 5612 | IALClient IAL_SetCaller-[0] took-[0.00]ms.
09/02/16 16:27:21:134 | [ERROR] | | | | OOBELib | | | 5612 | OOBELib IAL VSN Common LEID not found
09/02/16 16:27:21:134 | [ERROR] | | | | OOBELib | | | 5612 | OOBELib IAL ValidateSerial call has failed : 528
09/02/16 16:27:21:134 | [ERROR] | | | | OOBELib | | | 5612 | Using Driver/ALL combination for offline/invalid SNs scenario
09/02/16 16:27:21:134 | [ERROR] | | | | OOBELib | | | 5612 | SN validated for AAMEE mode
09/02/16 16:27:21:134 | [INFO] | | | | OOBELib | | | 5612 | OOBELib stat = 257
09/02/16 16:27:21:973 | [ERROR] | | | | Adobe PRTK | | | 6608 | Failed to validate the serial number

Logfile Windows 10 (1607 / 1511)

09/02/16 16:16:56:002 | [INFO] | | | | PCDService | | | 6068 | PCD Service in non-threaded mode
09/02/16 16:16:56:002 | [INFO] | | | | DispatchClientLib | | | 6068 | Dispatch table loaded from path: C:\Users\kheadmin\AppData\Local\Temp\Cus7118.tmp\dispatchtable.xml
09/02/16 16:16:56:002 | [INFO] | | | | DispatchClientLib | | | 6068 | (re)load Local Dispatch Table status-[0].
09/02/16 16:16:56:002 | [INFO] | | | | DispatchClientLib | | | 6068 | Scope : [2]
09/02/16 16:16:56:002 | [INFO] | | | | DispatchClientLib | | | 6068 | Setting scope to GM
09/02/16 16:16:56:518 | [ERROR] | | | | OPMWrapper | | | 6068 | Failed in getting value for key in OPMGetValueForKey
09/02/16 16:16:56:518 | [INFO] | | | | OOBELib | | | 6068 | Failed to get Proxy username in OPM DB
09/02/16 16:16:56:518 | [INFO] | | | | AXFBLicensing | | | 6068 | Failed to load axlibv7.dll, trying again
09/02/16 16:16:56:518 | [INFO] | | | | AXFBLicensing | | | 6068 | Failed to load axlibv7.dll, trying again with axlib in ACF
09/02/16 16:16:56:518 | [INFO] | | | | AXFBLicensing | | | 6068 | Failed to load axlibv7.dll from ACF
09/02/16 16:16:56:518 | [INFO] | | | | OOBELib | | | 6068 | Received Params for Online Validation : Driver : V7{}AcrobatCont-12-Win-GM, Caller : 3
09/02/16 16:16:56:518 | [INFO] | | | | OOBELib | | | 6068 | received LEID : V7{}AcrobatCont-12-Win-GM
09/02/16 16:16:56:518 | [INFO] | | | | OOBELib | | | 6068 | Supported Locales : ALL
09/02/16 16:16:56:518 | [INFO] | | | | OOBELib | | | 9680 | OOBELib ValidateSerialOnline
09/02/16 16:16:56:518 | [INFO] | | | | DispatchClientLib | | | 9680 | Scope : [2]
09/02/16 16:16:56:518 | [INFO] | | | | DispatchClientLib | | | 9680 | Setting scope to GM
09/02/16 16:16:56:518 | [INFO] | | | | OOBELib | | | 9680 | Validate using Driver LEID : V7{}AcrobatCont-12-Win-GM, App LEID : <blank>, SN : 970787043745062042938331
09/02/16 16:16:56:533 | [ERROR] | | | | OOBELib | | | 9680 | Failed to get system default proxy in setProxyCredentialsForIALSession
09/02/16 16:16:56:533 | [INFO] | | | | OOBELib | | | 9680 | Failed to set proxy credentials for IAL session while validating serial number
09/02/16 16:16:56:533 | [INFO] | | | | OOBELib | | | 9680 | IALClient IAL_SetCaller-[0] took-[0.00]ms.
09/02/16 16:16:56:533 | [INFO] | | | | DispatchClientLib | | | 9680 | EndPoint requested: [AES]
09/02/16 16:16:56:533 | [INFO] | | | | DispatchClientLib | | | 9680 | Length of the URL: [51]
09/02/16 16:16:56:533 | [INFO] | | | | DispatchClientLib | | | 9680 | Returning from getEndpointAddr: [0]
09/02/16 16:16:56:533 | [INFO] | | | | DispatchClientLib | | | 9680 | EndPoint requested: [AES]
09/02/16 16:16:56:533 | [INFO] | | | | DispatchClientLib | | | 9680 | Length of the URL: [51]
09/02/16 16:16:56:533 | [INFO] | | | | DispatchClientLib | | | 9680 | URL found [https://lm.licenses.adobe.com/aes/aes/v1/serialInfo]
09/02/16 16:16:56:533 | [INFO] | | | | DispatchClientLib | | | 9680 | Returning from getEndpointAddr: [0]
09/02/16 16:16:56:533 | [INFO] | | | | OOBELib | | | 9680 | HTTPCommunicationAgent::processMessage is https://lm.licenses.adobe.com/aes/aes/v1/serialInfo (extURL=)
09/02/16 16:16:57:643 | [INFO] | | | | OOBELib | | | 9632 | HTTP Request Status code 200.
09/02/16 16:16:57:643 | [INFO] | | | | OOBELib | | | 9680 | HTTPCommunicationAgent- Return Code:[0] response size-[213] time taken-[1109.29]ms.
09/02/16 16:16:57:643 | [ERROR] | | | | OOBELib | | | 9680 | Got error from server-[16].
09/02/16 16:16:57:643 | [ERROR] | | | | OOBELib | | | 9680 | ErrDesc from server: No LEID in common for the serial number and driver leid combination..
09/02/16 16:16:57:643 | [INFO] | | | | OOBELib | | | 9680 | Validate Serial status-[528] took-[1117.29]ms.
09/02/16 16:16:57:643 | [INFO] | | | | OOBELib | | | 9680 | IALClient IAL_SetCaller-[0] took-[0.00]ms.
09/02/16 16:16:57:643 | [ERROR] | | | | OOBELib | | | 9680 | OOBELib IAL VSN Common LEID not found
09/02/16 16:16:57:643 | [ERROR] | | | | OOBELib | | | 9680 | OOBELib IAL ValidateSerial call has failed : 528
09/02/16 16:16:57:643 | [ERROR] | | | | OOBELib | | | 9680 | Using Driver/ALL combination for offline/invalid SNs scenario
09/02/16 16:16:57:643 | [ERROR] | | | | OOBELib | | | 9680 | SN validated for AAMEE mode
09/02/16 16:16:57:643 | [INFO] | | | | OOBELib | | | 9680 | OOBELib stat = 257
09/02/16 16:16:58:537 | [ERROR] | | | | Adobe PRTK | | | 6068 | Failed to validate the serial number

Report · Sep 13, 2016

In Q & A order:

1. Isn't it allowed to switch the track from classic to continuous with the same serial?

Response: No, it's not allowed. They are two different application builds ( Classic build and Continuous build ) and they require different serial numbers.

2. Why does the wizard keeps failing to create a new offline exception while it worked for an older release of both (Acrobat DC and Wizard)

Response: Because the Continuous app build that you are attempting to get the grant the offline exception for with the Adobe Customization Wizard DC is being fed the wrong (a.k.a. Classic build version ) serial number type for a Continuous build version.

3. How to solve this issue?

Response: In order to get an offline exception for the Continuous build you will need to get a Continuous build serial number and then follow the process for getting it with the Adobe Customization Wizard DC.

Adobe Community

Offline Exception grant process fails - Acrobat DC pro Continuous Track / Customization Wizard 15.0.16.20039

1 Correct answer