Can not login in in order to license Framemaker 2019

[Zaf26022044eqrg]

Hi there, I am the licensee but I'm locked out of my own product. I am presented with the sign-in screen, then it locks up. Stays stuck on "Loading". Any ideas please. Thanks!

[Winfried Reng]

Hi,

For license issues you should contact the FrameMaker support. tcssup@adobe.com is very helpful.

Apart from that: Have you been able to work with FM 2019 on this PC? Did this license on this PC work? Or is this a new installation? Do others in your organisation have the same problem? Or only you?

Best regards, Winfried

[Jeff_Coatsworth]

You may be running into this situation - see https://helpx.adobe.com/tech-comm-suite/kb/deprecated-internet-explorer-10-with-ims.html

[Zaf26022044eqrg]

I'll give that a try. It was running fine until it asked me to log in again. Thanks!

[Jeff_Coatsworth]

Did anything change in the environment? It needs to "phone home" every once in awhile & IT may have blocked the port it uses.

[Zaf26022044eqrg]

Thanks for your help. No IT, just me. It's a small nonprofit.

So here is where I am now, I uninstalled/reinstalled and got this: (Windows 11, latest)

[Zaf26022044eqrg]

So maybe now try your first solution? Seems that may OS/Browser is too "new"

[Zaf26022044eqrg]

I got it to work with step #3 or the link you provided, the first 2 didn't work.

Now, it's asking for a serial, which seems to have disappeared from my account. I've spent enough time on this already, so I'm just going to buy the latest. So much for a "perpetual license"!

Thanks for all your help!

[Jeff_Coatsworth]

Not sure what you meant by "seems to have disappeared from my account" - your serial numbers should be in your Adobe ID that was used to purchase the software or through the Adobe Licensing portal (depending on the type of license).

[Zaf26022044eqrg]

They're gone. FM2019 and Acrobat 2020. Makes no sense as it's the same account I used to download FM2019 just 2 days ago.

I'll try their support again. Seems a few people are experiencing this with "perpetual accounts".

[Zaf26022044eqrg]

OK, What a couple of days! Everything good, it was on licensing portal, not on my adobe account.

Thanks for being responsive!