I can't get FM 2019 to license

[ericCessna]

My IT department installed FM 2019 but it will not license. I have tried several different locations with different internet access to see if our servers were blocking some thing but still nope.

[gauravt96570279]

Hi ericCessna,would you mind sharing the scenario when you are facing this and the message you are getting.

[ericCessna]

I'm out of the office until Monday. When I try to license the software it asks for a license number. Adobe said it should license off my sign in.

Sent from my iPhone

[Ashish.K]

Hi,

I have sent you a PM. Please reply me back so we can help you with the issue.

Ashish

[ericCessna]

I am not at my desk until Monday. It asks for a license number and Adobe said it should license by email sign in

Sent from my iPhone

[ericCessna]

Here is the situation. Our company purchased a FrameMaker 2019 subscription. I had to wait three days for our IT department to install it. So now it is installed and when I open the program it asked to buy it, or work with the 30 day trial or license it. When I go to license the program it start by asking me to log into my account. I do that then it asked for a serial number. I wasn't given a serial number. So I called Adobe and they said it should license off my account. They went into my computer remotely and tried several things then said I would need our IT department to go in and unlock the computer. They have unlocked the computer, tried to install under administrator, we have tried three different computer at different locations. Does anyone out there know if this software can actually be licensed or should we get our money back.

As you can see I'm very frustrated.

[Mayank_Meh]

Hi Eric,

I have sent you a Private Message. Please reply me back with your contact details and we can connect with you to help you out with the issue.

Regards,

Mayank

[ericCessna]

Well I guess the people at Adobe can't fix their own product. I have had two people log into my computer and tell me it's our side. But I guess they can't read my information also. I tried to put this software on a totally different computer outside the office and it will not license either. Now after the last login I can't use any of my Adobe software and I have to take a 60 mile trip to get my computer working. Thanks Adobe now I will lose another day of productivity. 

[ericCessna]

This is not answered either

[Jeff_Coatsworth]

Were the Adobe Support folks working with your IT people? It's sounding like there's something in either the way it was installed or the access it needs to "phone home" - IIRC the subscription model still downloads a copy of the software to your machine and I thought it still uses a serial number.

[ericCessna]

Apparently you're not listening either. What does my IT department have to do with my personal computer at my house. It doesn't work there either.

Sent from my iPhone

[Jeff_Coatsworth]

Sorry, didn't catch that in your responses - it could be that something is messed up with the number of activations Adobe thinks you've done (which would explain why it doesn't "take" at home)

[ericCessna]

Ok may this will help find the issue. When I go into my account it does show its ever been installed. Could it be on the wrong account?

Sent from my iPhone

[Jeff_Coatsworth]

"Ever" or "never"? - if it's showing that it's never been installed, then I would suspect that whoever purchased the subscription has the associated serial number.

[Mayank_Meh]

Hi Eric,

Apologies for the inconvenience caused.

We checked your subscription at our end and issue seems to be from our end. We figured out that on certain FrameMaker subscription while activating it is asking for serial key which is not ideal.

We have raised this issue and working with the team internally on highest priority and will inform you and update this thread once this is resolved.

[Mayank_Meh]

Hi Eric,

I just got the confirmation that FrameMaker subscription issue is now resolved and you should be able to activate FrameMaker now without any issues.

Please try to activate it again using your Adobe ID and let us know in case of any issues.

[ericCessna]

Nothing has changed, It is still asking me for the license number.

Thank You

Eric Schaffer

Service Training Instructor

Customer Support Division - Training Department

Yanmar America Corporation

[ericCessna]

I have no response from Adobe today on this issue. I have lost 3 days of productivity. My IT department has lost a day and a half trying to fix this and having to reinstall my other Adobe software after they removed it.

Does anyone have any ideas??????

[ericCessna]

Mayank_M

Mayank_M

This is not the correct answer, It is not fixed.

[Jeff_Coatsworth]

Try e-mailing tcssup@adobe.com referencing this thread - you may be running into time zone issues over in India right now.

[Amitoj]

Our apologies on the issue you are facing. We are working with the licensing team to have this resolved at the earliest. I will also request Mayank to share a temporary serial key which will expire in a few days so that you are not blocked on FM2019 not launching and can continue with your work.

Will share an update shortly on this.

Regards

Amitoj Singh

Product Manager - Adobe Tech. Comm. Tools

[ericCessna · Accepted solution]

I would like to thank the Adobe team for correcting this issue. I understand it was an issue on their side and they jumped on it quickly and resolved the issue. Again Thank you

[IsleofGough]

Adobe no longer can resolve the issue. If one signs out of Framemaker and does not delete it before wiping and upgrading your computer, Adobe still lists an old activation and cannot fix activation limit error issue.

[Jeff_Coatsworth]

Have you talked with the FM folks? See https://helpx.adobe.com/contact/enterprise-support.other.html#framemaker for your Adobe Support options. I'd recommend using the tcssup@adobe.com e-mail address as it reaches a team dedicated to Technical Communication Suite products including FrameMaker.

[IsleofGough]

Thank you Jeff. I will try that. I spoke to two support technicians from Adobe. The second one even accessed my computer directly. In two cases in the past, I upgraded my computers after a motherboard meltdown, so couldn't deactivate. In the other two cases, I signed out of FM but did not delete FM as well. The technician said that since I didn't delete FM, it still was activated and that they cannot fix activation limits for permanent copies. They said my only option is purchasing a rental version and that the permanent copy is no permanent.