these are user forums. you need to contact adobe support:
use a browser that allows popups and cookies and contact adobe support by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen in the chat field (lower right), type AGENT be patient, it can take quite a while to reach a human p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html p.s you can also use twitter to tweet @AdobeCare ppps if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support- community/td-p/12919684/redirect_from_archived_page/true
in the future, to find the best place to post your message, use the list here, https://community.adobe.com/
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