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Adobe Presenter failed to open because either it is not licensed or there is an error.. Help!

Mar 18, 2011 9:09 AM

I have been using registered version of Adobe Presenter ( I have a serial number) for some time. Now I receive the following error message:

 

"Adobe Presenter failed to open because either it is not licensed or there is an error in the licensing system. Please close and re-launch PowerPoint and enter

serial number to license it. If this problem persists, reinstall this product and try again."

 

The registration page pops up but just briefly--too fast to click the accept/decline buttons. I have tried deleting the Office and Adobe preference files under User as well as uninstalling/reinstalling but the error message persists making presenter unusable. I also tried to install just a a trial version but also receive the same error message.

 

System is Win 7. As I said I have been using it for over a year successfully.

 

What can I do to fix this?

 

 

Thanks...Dave

 
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  • Currently Being Moderated
    Mar 23, 2011 12:00 PM   in reply to Davelg7

    Hello, I am having the exact same problem.

     

    Windows-7, SP1

    Office 2010

    Brand New Installation of Presenter 7 with a valid registration key.

     

    Plug-in is installed and visible in PowerPoint 2010.

     

    1) When clicking on any of the Presenter Buttons, get a screen flash of some dialog box and it closes immediatly.

    2) Next time you click on a presenter tool, the same error message appears - not licensed...

     
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  • Currently Being Moderated
    Mar 23, 2011 12:08 PM   in reply to WSI-DV

    Sorry to say I do not have a solution so far.

     

    Good luck

     
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  • Currently Being Moderated
    Mar 24, 2011 6:50 AM   in reply to Davelg7

    Almost identical problem on my Windows 7 machine, using Powerpoint 2010.  In my situation, Presenter 7 seems to install successfully, and I am able to make an audio recording using Presenter's tools in the Powerpoint 2010 ribbon.  But beyond that, e.g., publishing, Powerpoint crashes.  It threw this error message:

     

    "PpsPowerpoint

     

    Run-time error - '2147188160 (80048240)':

    Slide Show View (unknown member): Invalid Request.  There is currently no slide show view for this presentation."

     

    I clicked OK out of that message and got this one:

     

    "Powerpoint experienced a serious problem with the 'adobe presenter powerpoint com addin' add-in.  This add-in is incompatible with Data Execution Prevention Mode and should be disabled or upgraded to the latest version.  Do you wish to disable this add-in from loading?"

     

    I clicked yes.

     

    Then I went back into Powerpoint to re-instate the add-in and repeated all of the above just to see if the problem would re-occur, and it did.  It's now disabled.

     

    This is a very serious issue to our institution, the University of St. Francis, in Joliet.  We will be upgrading all faculty's computers to Office 2010 (including Ppt 2010) within the next few weeks, and Adobe Presenter has become a very big player in the faculty's design of instructional materials. 

     

    Our faculty cannot endure this issueWe have been pleased and very satisfied with Adobe Connect for years now, especially with version 8 which cleaned up a ton of problems for us.  I am confident this problem will be rectified very soon, but I caution against letting it languish.

     

    Respectfully,

     

    Glen Gummess,

    Instructional Designer

    Center for Instructional Delivery

    University of St. Francis

    Joliet, IL  60435

     
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  • Currently Being Moderated
    Mar 24, 2011 8:43 AM   in reply to Davelg7

    Hi Dave,

     

    This looks to be a new bug. I have also tried everything but could not get past this. Could one of you please paste here the logs for presenter which are created alm.log and amt.log.. under your user directory -> C:\Documents and Settings\%Username%\Local Settings\Temp

     

    Thanks,

    Ravi

     
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  • Currently Being Moderated
    Mar 24, 2011 10:26 AM   in reply to Davelg7

    +1 for what WSI-DV experiences on a Win 7 box. Same error for both PP2207 and PP2010. Will follow this thread closely hoping an answer comes up.

     
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  • Currently Being Moderated
    Mar 25, 2011 1:45 AM   in reply to Davelg7

    Hi Dave,

     

    Thanks for checking this. This looks to be a new bug. Anyone who reported this issue please let me know have you upgraded the Office 2007 to Office 2010 and when you try to install the Adobe Presenter. It throws the same error message.

     

    Thanks,

    Ravi

     
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  • Currently Being Moderated
    Mar 25, 2011 5:49 AM   in reply to || -- HacKer -- ||

    Hi Ravi,

    Yes, same error on both Office 2007 and 2010. I tried installing the Presenter 7 plug-in in Office 2007 first yesterday and it failed with the error message. Downloaded Office 2010 and re-installed the Presenter 7 plug-in, same error again.

     
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  • Currently Being Moderated
    Mar 25, 2011 12:04 PM   in reply to jayheins

    Hi All,

     

    Sorry to note that you people are facing issues with presenter licensing.
    Please send the "amt.log" and "alm.log" files which are available at temp location to sumishra (at) adobe (dot) com so that we can investigate the same from our end.

     

    How to get the above log files :
    =======================
    1. Open the Run window.
    2. Type %temp%. It will take you to the temp folder.
    3. You will find both "amt.log" and "alm.log" in this folder. Send it to us with the system details like
        OS details,
        32 bit or 64 Bit OS,
        Offfice Edition and Version,
        Are you a standard user or administrator.

     


    Thanks,
    Subhransu
    Lead Software Engineer
    Adobe Captivate and Preseneter Team

     
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  • Currently Being Moderated
    Mar 25, 2011 12:56 PM   in reply to sumishra

    I have an open enterprise support ticket on this (Ticket#0182174998) so they have all the data and log files. Version 6.2 was loaded and that so far has worked OK.

     

    Dave

     
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  • Currently Being Moderated
    Mar 29, 2011 2:33 AM   in reply to Davelg7

    Hi All,

     

    Can anyone of you who is facing this issue try the below steps while installing Presenter and see if it works?

     

    Try these steps:
    1). Uninstall Presenter.
    2). Right click on the presenter.msi and go to properties.
    3). Click on the Compatibility tab.
    4). Check the option that says "Run this program in Compatibility made for:"
    5). in the drop down box select XP Sp3 32 bit.
    6). Click on apply and then ok.
    7). run the installer and install the presenter.

     

    Thanks,

    Ravi

     
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  • Currently Being Moderated
    Mar 29, 2011 6:17 AM   in reply to || -- HacKer -- ||

    I will give this a shot and report back later today.

     

    By the way, while running Adobe Premiere Elements 8 on my computer, an Adobe Update executed, and downloaded two patches, each one for "Presenter".  The names fled too fast for me to get their version numbers or other details.  What happens here?  Do they automatically install?  Should I go into Powerpoint 2010 and re-enable the presenter add-in to see if it works?

     

    In any event, I will give the procedures recommended by "Hacker" a shot.

     

    Glen

     
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  • Currently Being Moderated
    Mar 29, 2011 7:06 AM   in reply to Glen Gummess

    Hi Glen,

     

    Adobe Updater will find all the installed products and will download & install the product updates. I do not think that it will resolve this issue, however you can give a shot to my steps provided above and see if the issue resolves.

     

    Thanks,

    Ravi

     
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  • Currently Being Moderated
    Mar 29, 2011 7:21 AM   in reply to || -- HacKer -- ||

    Hello Ravi,

     

    I tried the steps you suggested.  I got no result with Presenter.msi because when I clicked "compatibility" it did not give me the option to run the app with Windows XP service pack 3.

     

    By the way, I got presenter.msi from the "getting started" area of our hosted Adobe Connect at USF (University of St. Francis).

     

    I did download "Presenter_WWE.exe" which appears to be the current download from Adobe.

     

    I did the steps (3-6) upon finding that there was an option to select Windows XP with service pack 3 (there was no option for 32-bit).

     

    I attempted to install Presenter_WWE.exe and got an error message that the installation failed because it could not detect Powerpoint 2010.

     

    ... but Powerpoint 2010 runs just fine on this computer.

     

    I'm in touch with our network services on this angle, but I think that if Presenter could just find Powerpoint 2010 I'd have something to test with a possibly successful result (my hopeful hypothesis).

     

    Got any ideas on how to make Powerpoint 2010 detectable?

     

    I hope this helps.

     

    Glen

     
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  • Currently Being Moderated
    Mar 29, 2011 7:36 AM   in reply to || -- HacKer -- ||

    Hi Ravi,

     

    Tried these steps twice with no luck (first time no patches, second time with all patches applied).

     

    There is one diffence perhaps worth mentioning: in Step 5 the only option is "Previous version of Windows."

    1.png

    2.png

     
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  • Currently Being Moderated
    Mar 29, 2011 7:45 AM   in reply to Glen Gummess

    Hi Glen,

     

    Thanks for checking this. You can make Presenter to detect PowerPoint by playing with registry keys:

     

    Start > Run > regedit

     

    Then goto HKeyLocalMachine > Software > Microsoft > Office > 14.0

     

    Rename the 14.0 to 12.0 and Install the presenter. After install of Presenter is complete, do not open powerpoint. Revert back the registry key you renamed.

     

    Then open PowerPoint.

     

    Thanks,

    Ravi

     
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    Mar 29, 2011 7:46 AM   in reply to jayheins

    Hi Jay,

     

    Thanks for checking this! I am looking into this as how can we now handle this.

     

    Thanks,

    Ravi

     
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  • Currently Being Moderated
    Mar 29, 2011 8:22 AM   in reply to || -- HacKer -- ||

    The rabbit hole gets deeper, it seems.  I did the troubleshooting steps.

     

    I ran regedit and renamed 14.0 to 12.0.  At the same time I had to rename the existing 12.0 to something else, ("_12.0").

     

    Presenter_WWE.exe installed like a dream.

     

    I re-ran regedit and renamed 12.0 back to 14.0 and _12.0 back to 12.0.

     

    I opened Powerpoint.  There was the Adobe Presenter tab.  I tried running "sync" for an existing recording (after accepting the license).  Adobe Presenter broke.  Powerpoint offered me the option of disabling the Presenter add-in.  It couldn't run because of incompatibility with data execution.

     

    I tried doing these steps again, and got the same result.  I tried it with compatibility with XP with SP3 and it still broke.  Tried it without compatibility with XP and SP3 and it broke.

     

    At least it installed.  But it won't run.

     

    I am ready to try something else.

     

    Glen

     
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  • Currently Being Moderated
    Mar 29, 2011 8:49 AM   in reply to Glen Gummess

    Glen,

     

    Okay so we are good now, at least we have Presenter Tab. Yes it will crash because the base version of Presenter will not work on Office 2K10 (only 7.0.6 will work with office 2010). Alright you can try the below steps:

     

    1. Go to - http://www.adobe.com/support/downloads/product.jsp?product=153&platfor m=Windows

    2. Download all the patches and apply them in order.

    3. Download version 7.0.6 patch from this link - http://kb2.adobe.com/cps/866/cpsid_86629/attachments/Presenter_706_enu _AdobeUpdate.exe

    4. Apply this patch.

     

    Thanks,

    Ravi

     
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  • Currently Being Moderated
    Mar 29, 2011 9:02 AM   in reply to || -- HacKer -- ||

    Going to lunch.  But I'll try these and let you know this afternoon.

     

    Thanks.

     

    Glen

     
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    Mar 29, 2011 10:36 AM   in reply to || -- HacKer -- ||

    Ravi,

     

    I followed the steps you recommended...

     

    (1. Go to - http://www.adobe.com/support/downloads/product.jsp?product=153&platfor m=Windows

    2. Download all the patches and apply them in order.)

     

    I was able to download and install patches 1 and 2.  Patch 5 said it could not be applied to this version of presenter.  (Again, I had installed Presenter_WWE.exe).

     

    I downloaded Patch 6 from the site you recommended; same thing-- could not be applied to this version of presenter.

     

    Glen

     
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  • Currently Being Moderated
    Mar 29, 2011 11:22 AM   in reply to Glen Gummess

    I am having all of the same problems and going through the steps now. I will report back.

     
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  • Currently Being Moderated
    Mar 29, 2011 12:15 PM   in reply to BBOUTE

    I have completed all of the patches successfully to no avail. Same behavior.

     

    This has now stopped production. Please let me know how to correct this issue as soon as possible. I saw some people saying they were able to drop back to a different version of presenter. Where can I find that installer?

     

    Please help.

     

    Brad

     
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    Mar 29, 2011 12:24 PM   in reply to BBOUTE

    Defeat is unacceptable.  Failure is not an option.  Going back to a previous version of Presenter while our campus is ramping up to Windows 7 and Office 10 is turning back the clock and inconceivable. 

     

    I must believe that Adobe will fix Presenter to work with Powerpoint 2010.  They cannot not fix it.

     

    I appreciate tremendously Ravi's suggestions-- I've got to believe there are guys at Adobe who can see what's going on here and will solve the problem.

     

    My two cents worth.


    In the meantime, what's next?


    Glen

     
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    Mar 29, 2011 2:06 PM   in reply to Glen Gummess

    Glen,

     

    I have been on a support call with technicians for about 2 hours now, and have just been upgraded to Tier 2. I was told to stay on the phone so they could continue resolving my call. I was subsequently disconnected.

     

     
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  • Currently Being Moderated
    Mar 29, 2011 2:11 PM   in reply to BBOUTE

    Scratch that last. I was supposed to be disconnected. Evidently I am supposed to receive a call back when this is resolved. However, given the length of time this appears to be an issue, I am not going to expect it anytime soon.

     

    Brad

     
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  • Currently Being Moderated
    Mar 29, 2011 4:50 PM   in reply to BBOUTE

    Please allow me to correct. I did get a call back and spent another hour on the phone with some dedicated representatives. We may have resolved it, I will check back in tomorrow after I am able to try the solution.

     

     

    Brad

     
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  • Currently Being Moderated
    Mar 30, 2011 12:34 AM   in reply to Davelg7

    please note that there are 2 separate installation paths for Presenter 7.0.5 patch:

     

    A. For English

     

    -install Presenter_WWE.exe

    -install adobe_presenter_patch_v701.exe

    -install adobe_presenter_patch_v702.exe

    -install Presenter_705_enu_AdobeUpdate.exe

     

    B. For non-English (French, German, Dutch, Spanish, Italian, Portuguese, Japanese, Korean)

     

    -install Presenter_<lang>.exe

    -install adobe_presenter_patch_v701.exe

    -install adobe_presenter_patch_v702.exe

    -install Presenter_705_nonenu_AdobeUpdate.exe

     

    Nirupam Tewary

    Adobe systems

     
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  • Currently Being Moderated
    Mar 30, 2011 3:08 AM   in reply to Davelg7

    Hello All,


    I would recommend you guys to call Adobe Support and report this issue, this looks to be a new bug in new installer.

     

    Thanks,
    Ravi

     
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  • Currently Being Moderated
    Mar 30, 2011 5:14 AM   in reply to Glen Gummess

    hi Glen

     

    thank you for posting the issues you are facing with Adobe Presenter. We believe that the issue you are facing is not related to licensing. Can you provide some additional information that can help us isolate the issue further:

     

    - which hardware are you using to record the audio?

    - after recording, are you able to replay it?

    - are you adding any markers or specifying any actions?

    - are there any specific actions you perform after which PP crashes?

    - were you able to apply the 7.0.6 patch successfully?

     

    thanks

     

    Nirupam Tewary

    Adobe Systems

     
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  • Currently Being Moderated
    Mar 30, 2011 6:28 AM   in reply to nirupam_tewary

    I installed these patches in order after first installing Presenter_WWE.exe, using the torturous but effective procedures regarding changing "registries".

     

    I cannot have faculty do this by the way.  (One of Adobe's strengths if memory serves me correctly is understanding the idiosyncracies and needs of faculty...  especially the idiosyncracies-- they cannot handle this geek stuff.  Instead, they will abandon and move on.).

     

    Patch 1 took.

     

    Patch 2 took.

     

    Patch 5 failed.

     

    Patch 6 failed.

     

    Glen

     
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  • Currently Being Moderated
    Mar 30, 2011 6:33 AM   in reply to Glen Gummess

    Hi Glen,

     

    After the second step Patch 2 took. If you are able to see the Presenter Tab in PPT then go to Presenter Tab and Help > Updates. Try updating from the software itself and see if it works.

     

    Thanks,

    Ravi

     
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    Mar 30, 2011 6:35 AM   in reply to nirupam_tewary

    Thanks Nirupam.  Here are the answers.

     

    The hardware for recording audio is simple mini-phone plug to mini-phone jack in the back of the computer.  The driver is HD compatible (Microphone High Definition Audio Device)

     

    After recording, I am able to replay it, but Powerpoint crashes soonafter, and not predictably.

     

    So far I have added no markers or specified any actions.

     

    Specifically, I have taken enumerable actions-- some of these per suggestions made in this forum (to the letter).  Perhaps the most frequent action is to drill into Powerpoint options, and re-enable the Adobe Presenter add-in.

     

    I have been able to apply neither the 7.05 patch nor the 7.06 successfully.  Both failed (the error message said it wouldn't apply to this version of Presenter.  Again, it's Presenter_WWE.exe).

     

    I can see that you have ramped this up to known bug status.  I appreciate that and am sure you'll come up with a rock solid solution.

     

    As I've said earlier, one of Adobe's strengths, for me, is that they understand the needs and idiosyncracies of faculty.  Faculty cannot handle geek solutions (like changing registries).  After frustration, they will abandon and move on.

     

    Thanks,

     

    Glen

     
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  • Currently Being Moderated
    Mar 30, 2011 6:40 AM   in reply to || -- HacKer -- ||

    This was a good try!  I went into Adobe Presenter > Help > updates, and downloaded the 7.05 patch and it did

    install successfully.

     

    But-- then after using Adobe Presenter to play audio through the "sync" option, it played the audio, and then when I closed the "sync" window, restoring Powerpoint back to its native state, it crashed.  Same old same old.

     

    But-- 7.05 installed.  Some progress.

     

    Glen

     
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  • Currently Being Moderated
    Mar 30, 2011 6:44 AM   in reply to Glen Gummess

    Glen,

     

    You may need to do it one more time to get the latest update to 7.0.6, just follow the same procedure and see if it works.

     

    Thanks,

    Ravi

     
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    Mar 30, 2011 7:03 AM   in reply to || -- HacKer -- ||

    Ravi, thanks, I'll give that a try, but it will be much later now.

     

    I am coordinating a whole mess of Adobe Connect meetings now, and won't resurface until perhaps tomorrow.  (Not a plug for Adobe Connect meetings, but I think it's cool anyway).

     

    I will be checking my emails from time to time and may pop in now and again.

     

    Glen

     
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  • Currently Being Moderated
    Mar 30, 2011 8:47 AM   in reply to Davelg7

    I am having problems such as those described in this post and have tried all the fixes to no avail.  I am waiting for return from elevated level of support team two days ago.  I have purchased Presenter as part of eLS2 which will not recognize powerpoint 2010 (32 bit office on a machine with 64 bit windows 7).  I installed free trial of Presenter with newest links which finally recognize powerpoint but then I get the failed to open error.  I cannot use the Presenter help tab because it generates the same error.  I purchased the entire eLS2 out of a desire for Presenter.  I need it to meet a pressing deadline.  Looking for the fix...  Thanks, Amy

     
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  • Currently Being Moderated
    Mar 30, 2011 10:22 AM   in reply to BBOUTE

    Good morning all,

     

    Sadly, no resolution. I am now back on hold hoping to find an answer that will allow me to resume production before my deadline on Monday.


    Brad

     
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