Adobe Genuine Software Verification Failure

Forum|Forum|7 years ago
June 27, 2018
2 replies
1546 views

I bought a new laptop because the old one fried, and I've been trying to install RoboHelp to the new machine. Has anyone experienced this? I am a paid subscriber, and the installation process (which seems to be somewhat archaic, since it won't work with either of the browsers on the new machine) recognizes that, but the active device within my account is still pointing to the old machine, and maybe that's the problem. So I deactivated it, and I'm wondering if there is there a way to add my new device/laptop so that I can install the program?

Thanks in advance for any guidance/help, and sorry if it's a dumb question.

Paul A. Parks

HTML

This topic has been closed for replies.

Correct answer Jeff_Coatsworth

I'm using RoboHelp 2017. They suggested that I update the Application Manager, which I just did, but it's still not working.

Try contacting the RH team at tcssup@adobe.com - something is still messed up on your machine from the sound of it.

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paulparks1Author

Known Participant

I contacted them yesterday and will be working with them today to resolve the issue.

Jeff_Coatsworth

Braniac

If you were able to deactivate, then you should be clear for installing on the new device. If it's still hassling you, contact Adobe Support and explain the situation. They deal with it all the time with old machines that are DOA...

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paulparks1Author

Known Participant

Hi Jeff, thanks for the response. The funny thing is that Adobe just sent me an email letting me know that my free trial has started, though the software never loaded. I had a tech person there access my machine yesterday, and she wasn't able to figure it out, so I'm not sure what I'm going to do. I'll probably try them again, or switch to something like Flare, which I've also used.