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Adobe Genuine Software Verification Failure

Community Beginner ,
Jun 27, 2018

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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

Adobe Community Professional
Correct answer by Jeff_Coatsworth | Adobe Community Professional

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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Adobe Genuine Software Verification Failure

Community Beginner ,
Jun 27, 2018

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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

Adobe Community Professional
Correct answer by Jeff_Coatsworth | Adobe Community Professional

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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Adobe Community Professional ,
Jun 27, 2018

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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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Community Beginner ,
Jun 27, 2018

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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.

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Adobe Community Professional ,
Jun 28, 2018

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What version of RoboHelp are we talking about?


See www.grainge.org for free RoboHelp and Authoring information.

@petergrainge

www.grainge.org for free RoboHelp & Authoring info. Use the blue Reply button at the top to help me help you.
The black Reply link nests replies and they sort out of order.

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Community Beginner ,
Jun 28, 2018

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

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Adobe Community Professional ,
Jun 28, 2018

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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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Community Beginner ,
Jun 28, 2018

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

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