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  • Currently Being Moderated
    Mar 30, 2011 10:50 AM   in reply to BBOUTE

    So, I just got off the phone again. Had to restart at Level 1. Had to rexplain and demonstrate everything. Only to be told after 40 minutes

    that they will re-escalate to level 2.

     

    Is there a solution for this?

     

    It seems the things I am seeing on this thread are often contrary to the beliefs of the support on the phone. Does the information from these threads get disseminated to the phone support?

     

    Brad

     
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  • Currently Being Moderated
    Mar 31, 2011 8:27 AM   in reply to Davelg7

    I've been having the same issues - have tried working with Adobe support and with Ravi Tak but still don't have a solution.

     

    I have the eLearning Suite 2.  I didn’t install Presenter when I got it because I didn’t think I would use it – I use Articulate Presenter.  However, one of my clients wants to use it so I am trying to install it on my computer so I can show him how to use it in conjunction with Adobe Captivate. I use PowerPoint 2010 32-bit version (screen shot on the word document).

    1.    I tried installing Presenter from the Suite install.  Didn’t show up in PowerPoint.

    2.    I uninstalled it from the Suite install.

    3.    Downloaded the version from the Presenter page - http://www.adobe.com/products/presenter/?promoid=DJDXB.

    4.    When I tried to install the build, I had to first insert my serial number.  I used the eLearning Suite serial number.  It didn’t like it.

    5.    I searched the forums for any information on this problem and didn’t find a solution.

    6.    I contacted Adobe Tech Support – see chat transcript below.

    7.    I tried what the tech suggested – installing the Adobe Presenter base installer. It asks me for my serial number.  I used the eLearning Suite serial number.  It didn’t like it.

    8.    I tried the Office2010_eLS@_zip file and reinstalled Presenter from the Suite.  Didn’t show up in PowerPoint.  Uninstalled it from the Suite.

    9.    I tried installing it as a trial version using the Adobe Presenter base installer – it worked.

    10.  I downloaded each of the patches and installed them in order.

    11.  I opened a presentation and Presenter is on the ribbon bar.  Yea!

    12.  I get the "Adobe failed to open because it is not licensed error.

    13. Unistalled Presenter.

    14.  Tried the install with right-click, compatibility bar solution.  I don't see the "XP Sp3 32 bit" solution as suggested - see "previous versions of windows" as an option.

    15.  Just got another suggestion to again do the Office2010_eLS@_zip file and reinstall Presenter from the Suite.  Didn't show up in PowerPoint.

     

    I am just about tired of trying!

     
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  • Currently Being Moderated
    Mar 31, 2011 9:15 AM   in reply to ciiboss

    Ravi, et al.,

     

    I'd like to suggest a regroup on this.

     

    The goal, I think, is to produce a Presenter app that will be compatible with Powerpoint 2010.

     

    Presenter works just fine on Powerpoint 2007.

     

    My thought:  Rather than drill and drill and drill into settings and registries and workarounds with patch after patch after patch; I for one, could wait a month, or two, until:

     

    Until you come out with Presenter 8.  Something that you've bulletproofed to death and know will work, period, end of story.

     

     

    What say you?

     

    Glen Gummess

     

    P.S.  I would expect a serial number.  I entered it with Presenter 7, with the workarounds, and it took.  The problem is that Presenter 7 just doesn't function with Powerpoint 2010.  It breaks.

     
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  • Currently Being Moderated
    Mar 31, 2011 10:13 AM   in reply to BBOUTE

    All,

     

    I have called back on my ticket, and it is still in process at Tier 2. I will report back as soon as I have anything useful.

     

    Brad

     
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  • Currently Being Moderated
    Mar 31, 2011 10:36 AM   in reply to Davelg7

    I have an open case # as well - Case #0182194051

     
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  • Currently Being Moderated
    Apr 1, 2011 4:14 PM   in reply to ciiboss

    My saga continues, but I did just receive a call from Tier 2 support. They have requested some log files as well as my specific PPT version information.

     

    I am encouraged!

     
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  • Currently Being Moderated
    Apr 4, 2011 6:26 AM   in reply to BBOUTE

    I, too, continue to work with Adobe in finding a solution to these problems.  In my capacity as an instructional designer I work with numerous faculty at the University of St. Francis in the implementation and effective use of Adobe Presenter and Adobe Connect.  However, the first crack in the dam has appeared:  Doctoral students in nursing are charged with the task of using Presenter to make professional presentations.  I have already begun to hear from some of them about the travails of installing Presenter with Powerpoint 2010.  Here is one student's message:

     

    "

    I gave up on using Presenter to create the file. I was able to create a  shockwave file and upload it using Camtasia.
    I'll post the link. You guys probably need the serial number unless you  have a program which produces video/audio files.
    *******

     

     

    **********, MSN, FNP-BC
    DNP Student"

    I have witheld the student's name, but there are others, too, who have encountered frustration.  I have said before, they will abandon and move on.

    I take no pleasure in saying that, and I want to heal this breach in the dam, ...  badly.

    Glen
     
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  • Currently Being Moderated
    Apr 4, 2011 9:58 AM   in reply to Glen Gummess

    All,

     

    While I have not received a fix from Adobe, my IT Director did solve my problem.

     

    For now, I am running a Windows Virtual Machine with XP and Office 2010. I ran the Presenter Installer for 2010, all of the patches in sequence, and I am up and able to work.

     

    If you have an XP license laying around, it works as a patch for now.

     

    Brad

     
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  • Currently Being Moderated
    Apr 4, 2011 12:10 PM   in reply to BBOUTE

    Hi Everyone,


    Finally we have got a bug [Bug# 2841496] logged for this issue. I would recommend you guys who have the licensed version of Adobe Presenter to call in Adobe Support and log a ticket for this issue. This will help them in increasing the priority of this bug and get us a fix soon.


    Thanks,

    Ravi

     
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  • Currently Being Moderated
    Apr 4, 2011 5:18 PM   in reply to Davelg7

    I performed another way to diagnise this issue today.

     

    I bought a new hard drive and a new Windows 7 (64-bit) full install software installation.

     

    I started with a new hard drive--no other hard drives in the system-- and did a fresh installation of Windows 7 and Office 2007.

     

    All went well.

     

    Then I installed Presenter 7 from the Adobe web site. It installed into PowerPoint 2007.

     

    Then I tried to add a recording to a PowerPoint 2007 presentation. I received the same  error message that I received when I started this thread.

     

    Since this is an installation on a new machine how can this occur? Is there something wrong with Adobe Presenter 7 on Windows 7 64-bit? I do not have any other software on the hard disk other than Windows 7,Office 2007 and Presenter.

     

    Very confused by this software issue.

     

     

     

    Regards...Dave

     
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  • Currently Being Moderated
    Apr 11, 2011 3:47 PM   in reply to Davelg7

    I spent the afternoon on the phone with Adobe support after installing but failing to run Adobe Presentation on a Win 7 machine with Powerpoint 2007.  I'm now waiting for a call back.  The license agreement comes up fast and tantelizes you, then leaves.

     

    I tried installing on my laptop after I got home.  Same results, but the machine is a tad slower, and I can just read the agreement, but it leaves too quick to click on the "agree" button.

     

    I'm waiting for a Tier 2 call back ...

     
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  • Currently Being Moderated
    Apr 12, 2011 5:07 AM   in reply to || -- HacKer -- ||

    Hi Ravi,

     

    I purchased the e-Learning Suite2 and MS Office 2010. I installed both on a new PC.

     

    I posted a comment in another post about Windows 7 2010 compatibility with Presenter 7. It looked like the installation went fine, but I could neither see the Presenter application in my Start window (like I can with all of the other eLearning Suite applications).

     

    I clicked open the Adobe application folder on my hard drive and can see a folder for Presenter 7.

     

    The folder contains a Presenter Windows Installer. So I double-clicked that and got the installation wizard for Presenter.

     

    When I started, it asked me to close PowerPoint which I did. I then got as far as the screen asking me to enter my serial number and when I enter the number on my eLearning Suite CD (the one I used to install the other eL2 applications), I got an invalid serial number message.

     

    Any suggestions?

     

    Thanks,

     

    mindforge

     
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  • Currently Being Moderated
    Apr 12, 2011 5:21 AM   in reply to mindforge

    Hi mindforge

     

    Please see my response to the other thread http://forums.adobe.com/message/3608423#3608423

     

    thanks

     

     

    Nirupam Tewary

    Adobe Systems

     
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  • Currently Being Moderated
    Apr 12, 2011 7:49 AM   in reply to nirupam_tewary

    I've downloaded and installed all of the patches.

     

    No change.

     

    What's next?

     

    Win 7 (32 bit)

     

    Powerpoint 2007

     
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  • Currently Being Moderated
    Apr 12, 2011 8:12 AM   in reply to Davelg7

    I have the same problem. I can just read the agreement, but it disappears too quickly to click on the "agree" button.

     

     

    Interrestingly it works on my laptop, a bit slower but with the same SW. Win7 64, PP 2010 32.

     

    rg

     
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  • Currently Being Moderated
    Apr 12, 2011 9:03 AM   in reply to Davelg7

    For the issue where Adobe Presenter opens and thereafter throws the "unlicensed" message, please try the following steps:

     

     

     

    1. Go to “Installed Dir (C: or D: etc) \ Program Files (x86)\Common Files\Adobe\Adobe PCD\cache\cache.db” and take a back up of your “cache.db”
    2. Delete the cache.db and launch Adobe Presenter again
    3. It will prompt you to enter the license key again
    4. Once done, it should work as expected

     

    Please update the forum with your observations. Make sure to keep the backup in #1 handy.

     

    Nirupam Tewary

    Adobe Systems

     

     

     

    -

    -

    -

     
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  • Currently Being Moderated
    Apr 12, 2011 9:24 AM   in reply to nirupam_tewary

    I tried the step above, and it unfortunately had no affect on my sytem. It still exhibited the exact same behavior.

     

    Brad

     
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  • Currently Being Moderated
    Apr 12, 2011 9:30 AM   in reply to nirupam_tewary

    I have tried this. It did not solve the problem, it just created a new cache.db

     

    rg

     
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  • Currently Being Moderated
    Apr 12, 2011 9:35 AM   in reply to rene-g

    Is there a way to launch Presenter with out first launching Powerpoint?

     

    I did this, but was never asked to put my code in.  Just got the same response.

     

    Do I need to uninstall presenter, re-install it, add all of the add-ins before launching powerpoint for the first time?

     
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  • Currently Being Moderated
    Apr 12, 2011 9:42 AM   in reply to PHam11

    Well that's weird,  I just opened Adobe Acrobat, and had to give Acrobat my

    license key.

     

    Scared me, but Acrobat at least seems to be working.

     
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  • Currently Being Moderated
    Apr 12, 2011 9:47 AM   in reply to rene-g

    I have tried this. It did not solve the problem, it just created a new cache.db

     

    BTW: It did not ask me to enter the licence key again.

     

     

    rg

     
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  • Currently Being Moderated
    Apr 12, 2011 9:56 AM   in reply to PHam11

    Well, I did the uninstall - reinstall, re-patch, and it did not help.

     
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  • Currently Being Moderated
    Apr 13, 2011 1:49 AM   in reply to nirupam_tewary

    Following is the amt.log of the computer that is not working. The first part (in bold) is the same as on the computer where "Presenter 7" is working correctly, the rest is different.

     

    Please help

     

     

    2011-04-13 10:27:37 [3092]  AMT: START SESSION, library version 1.5.0.36,52.341579
    2011-04-13 10:27:37 [3092]  AMT: Initializing C:\Program Files (x86)\Adobe\Presenter 7\ [en_US]
    2011-04-13 10:27:37 [3092]  AMT: Adobe License Manager version 2.5 (build 1.36) RELEASE
    2011-04-13 10:27:37 [3092]  /AMT0250984558/ {4F93ABBE-5A1D-4D56-94CB-022F109FDE4D}
    2011-04-13 10:27:37 [3092]  /AMT0194694755/ {4F93ABBE-5A1D-4D56-94CB-022F109FDE4D}
    2011-04-13 10:27:37 [3092]  /PCDService0127063747/ {4F93ABBE-5A1D-4D56-94CB-022F109FDE4D}
    2011-04-13 10:27:37 [3092]  /AMT0073107491/ {4F93ABBE-5A1D-4D56-94CB-022F109FDE4D}
    2011-04-13 10:27:37 [3092]  /AMT0087759331/ {4F93ABBE-5A1D-4D56-94CB-022F109FDE4D}
    2011-04-13 10:27:37 [3092]  /AMT0051932803/ License-GUID-Presenter-Win
    2011-04-13 10:27:37 [3092]  /AMT0186350190/
    2011-04-13 10:27:37 [3092]  /AMT0217686206/
    2011-04-13 10:27:37 [3092]  /AMT0013778542/
    2011-04-13 10:27:37 [3092]  /AMT0141832179/ C:\Program Files (x86)\Adobe\Presenter 7\AMT
    2011-04-13 10:27:37 [3092]  /AMT0166617427/ C:\Program Files (x86)\Adobe\Presenter 7\AMT\application.sif

     

    2011-04-13 10:27:37 [3092]  /AMT0268432926/
    2011-04-13 10:27:37 [3092]  /AMT0172021198/
    2011-04-13 10:27:37 [3092]  /AMT0201805758/
    2011-04-13 10:27:37 [3092]  /AMT0013754766/
    2011-04-13 10:27:37 [3092]  /AMT0232480894/
    2011-04-13 10:27:37 [3092]  /AMT0126557118/
    2011-04-13 10:27:37 [3092]  /AMT0125289710/ Obtaining
    2011-04-13 10:27:37 [3092]  /AMT0011178590/
    2011-04-13 10:27:37 [3092]  /AMT0211681639/
    2011-04-13 10:27:38 [3092]  /AMT0049118148/
    2011-04-13 10:27:38 [3092]  /AMT0165767982/
    2011-04-13 10:27:38 [3092]  /EPICService0071286754/ EULAFolderName Legal
    2011-04-13 10:27:38 [3092]  /EPICService0078689294/
    2011-04-13 10:27:38 [3092]  /AMT0247102670/
    2011-04-13 10:27:38 [3092]  /AMT0232480894/
    2011-04-13 10:27:38 [3092]  /AMT0056200073/
    2011-04-13 10:27:38 [3092]  /AMT0118780867/ PresenterPresenter{4F93ABBE-5A1D-4D56-94CB-022F109FDE4D}{4F93ABBE-5A1 D-4D56-94CB-022F109FDE4D}
    2011-04-13 10:27:38 [3092]  /AMT0171050355/ 684.406043
    2011-04-13 10:27:43 [3092]  AMT: END SESSION.

     
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  • Currently Being Moderated
    Apr 13, 2011 3:25 AM   in reply to rene-g

    same problem on 4 pc's here...

     

    surely the install files have changed at some time because I've had Presenter 7

    working on Windows 7 with Office 2010  for ages...

    then we upgrade our pc's to CS5 so I reinstalled everything from scratch and now

    it will not work on any of them!

     

    this is completely unacceptable in my opinion, why is it that other Adobe products

    are patched regularly but good ol' Presenter always has something wrong with it?

    I've been using this for years and there is always an issue somewhere.

     

    please Adobe fix this bs 'cuz I'm getting hassled from all sides and can do nothing about it!

     
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  • Currently Being Moderated
    Apr 14, 2011 2:44 AM   in reply to Davelg7

    ...same problem on 3 pc's:

     

    Windows Vista 32bit, Office 2007 32bit

    Windows 7 32bit, Office 2007 32bit

    Windows 7 64bit, Office 2010 32bit

     

    Now I have found an old installation file of Presenter 7.0 on a backup-drive from 2010-09-27 and it isn't work as well... very confusing.

     

    Please fix this asap @Adobe, I have to finish some product-presentations until upcoming week!

     
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  • Currently Being Moderated
    Apr 14, 2011 8:46 AM   in reply to BenG_MunEDA

    Hello Everyone,

     

    I have successfully installed Windows 7, Office 2010 and Presenter 7 on a 32 bit machine.  I was able to record and publish.

    I did not do anything to the registry.  Most of our users would have a problem with doing this.  Make sure you update your Windows 7 to service pack 1.  I also updated PowerPoint with a security patch.  Then you need to install presenter 7.  If you have installed presenter, you need to uninstall it.  I was able to record on several slides and then publish.

     

    I hope this helps everyone.

     

    Chris

     
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  • Currently Being Moderated
    Apr 14, 2011 8:56 AM   in reply to ChrisSupport

    I forgot to mention in the previous post that after installing Presenter 7, I installed the patches (7.01, 7.02, 7.05 and 7.06).

     

    Chris

     
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  • Currently Being Moderated
    Apr 14, 2011 9:07 AM   in reply to ChrisSupport

    Hi Chris,

     

    Good to hear that it works for you. I would recommend to all of the folks who is having this issue, uninstall Presenter and update your Microsoft Windows 7 to SP1 and try installing Presenter again. See if this works for you.

     

    Thanks,

    Ravi

     
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  • Currently Being Moderated
    Apr 14, 2011 9:13 AM   in reply to ChrisSupport

    Hi Chris Support (are you Adobe Support?)

     

    This is well meant but does NOT help.

     

    I have two computers, both with Win7 64bit and both with PP 2010 32bit. On one computer Presenter 7 installed works correctly but on the other one I get the error described above.

     

    I have uninstalled Presenter 7 and cleaned my computer with CCleaner MANY times and YES I do have SP1, as I think there is an old file which Presenter did not uninstall.

     

    So, will anybody from Adobe please respond?

     

    rg

     

     

     
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  • Currently Being Moderated
    Apr 14, 2011 11:16 AM   in reply to rene-g

    rene-g wrote:

     

    ...

     

    This is well meant but does NOT help.

     

    ...

     

    The same to me: Windows 7 SP1, registry cleaning and several uninstalls/re-installs doesn't help. The plugin is still buggy and won't work

     

    Sorry but you have to fix this. Obviously many people have the problem at this time...

     
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  • Currently Being Moderated
    Apr 14, 2011 11:22 AM   in reply to BenG_MunEDA

    I have 4 brand new edit stations for our media center at work and Adobe Presenter

    works on none of them!

    They are Windows 7 64bit with Office 2010 32bit.

    Our Presenter output has ground to a complete halt... we'll be looking for

    alternatives after this episode as Adobe Presenter has never been anything

    other than a bug ridden pos.

     
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  • Currently Being Moderated
    Apr 14, 2011 11:24 AM   in reply to BenG_MunEDA

    Do not change anything in the registry entries as I did not.  The one machine here on campus that did change his registry, we put back to the original.

     

    Chris

     
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  • Currently Being Moderated
    Apr 14, 2011 11:28 AM   in reply to rokestah

    We do not have Windows 7 64 bit so I cannot help you with that.

     

    Chris

     
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  • Currently Being Moderated
    Apr 14, 2011 12:16 PM   in reply to Davelg7

    I have the same problem.

     

    Running Windows 7 Professional (64-bit) with PowerPoint 2007 (32-bit). It worked previously on my laptop when I was running 32-bit version. But, moved to 64-bit due to application requirements (needed to be able to access more memory).  The software works on my desktop (Windows 7 Home Premium 64-bit) but not on my laptop.  Could it be the difference between Professional and Home Premium?

     

    Adobe told me they would not help me since I am running 64-bit OS and Presenter is not certified on that. This answer came after 6+ hours (over a few days) of talking to many different support technicians.

     

    Not good for us. We rely on Presenter to create content for our meetings in Connect Pro. With it not working, we may be forced to re-evaluate using Connect Pro.

     

    Presenter makes it easy to create the type of content we want. We had no problems with any of this until March of this year.

     

    Sadly, Adobe is not investing in Presenter. It would not surprise me if they are getting ready to drop it all together.

     

    The latest eLearning Suite has the same version 7 as the Suite we purchased 2 years ago. I have uninstalled / reinstalled.

     

    Please figure out an answer (anyone???).

     
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  • Currently Being Moderated
    Apr 14, 2011 12:38 PM   in reply to FU_Paladin

    I think that before we throw Adobe Connect Pro under the bus there are a couple of points that should be made.

     

    First of all, we're talking about Presenter here, are we not?  Not Adobe Connect Pro virtual meetings, right?  They are two different things that reside on the same platform.

     

    I am running Adobe Connect meetings on my Windows 7 32-bit machine.  It is the same machine that Chris, my colleague, was working on.  I also recorded a test presentation using Adobe Presenter after she was done doing what she has described, and it all worked, seamlessly.

     

    There IS a solution.

     

    I think that what Adobe needs to do is:

    1. Define the problem.
    2. Design a solution.
    3. Test the solution.
    4. Bulletproof it on 32 bit machines and 64 bit machines.
    5. Roll the solution out.

     

    I'm sure this is easier said than done.  The reason for me posting this message is simply to suggest that while this may be a huge bug for Adobe to fix, it is fixable.  But as I said in an earlier message in this thread; Adobe CANNOT ALLOW THIS TO LANGUISH.  Our users at my shop are faculty, and faculty are fickle technology users.  If there is no fix to this, they will abandon it and move on.

     

    Lastly, I just want to say is that there some pretty smart guys at Adobe who are good at what they do.  Now they've got to prove it again.

     

    Glen

     
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  • Currently Being Moderated
    Apr 14, 2011 11:30 PM   in reply to Davelg7

    Dear Adobe Presenter users,

     

    It seems that there is somewhat of a mix-up in this thread. There are 2 issues being discussed -

     

    1. Presenter 7 is installed and licensed but when you access it inside PowerPoint, it throws the message that it is not licensed and does not let you proceed. This thread is for this particular issue only. There is a bug report in the Adobe bug database for this issue as well and is being actively looked into.

     

    2. Installation fails or installation completes but Presenter does not appear inside PowerPoint. This issue mostly seen on 64 bit machines and it is for this issue that certain registry changes are being suggested. The thread for that issue is http://forums.adobe.com/message/3608585#3608585.

     

    Thank you for using Adobe software and reporting the issues. We are confident of identifying appropriate resolution to both issues soon.

     

    Nirupam Tewary

    Quality Manager, Adobe Systems

     
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  • Currently Being Moderated
    Apr 15, 2011 8:02 AM   in reply to nirupam_tewary

    will this error take much longer to fix?

    my Presenter backlog is increasing and I have no other alternative...

     

    please Adobe make it work, for some of us this is our primary job role

    and this failure is a disaster!

     
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  • Currently Being Moderated
    Apr 15, 2011 8:13 AM   in reply to nirupam_tewary

    I am a bit dissapointed not hearing from Adobe on this. In the meantime I have done a bit of hacking.

     

    This is how I got around the problem were 'Presenter 7' brings up the EULA page for too short a moment to be able to accept it, and then thinks it was declined, and subsequently shows an error saying: "Adobe Presenter failed to open because either it is not licensed or there is an error".

     

    So I hacked the EULA html file (see below)

     

    After installation of Presenter 7, replace the content of the file

     

    C:\Program Files (x86)\Adobe\Presenter 7\adobe_epic\eula\install.html

     

    with the following content, where the line in bold is the important one

    ================================================================
    <!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN">
    <html>
    <head>
    <title>License Agreement</title>
    <meta http-equiv="Content-Type" content="text/html; charset=UTF-8">
    <link href="./../default.css" rel="stylesheet" type="text/css">
    <script language="javascript" src="./../domutils.js"></script>
    <script language="javascript" src="./../wizardcore.js"></script>
    </head>

    <body onload="doAccept()" background="./../background.png">

    </body>
    </html>
    ================================================================

     

    This will accept the EULA automatically and enables you to work afterwards.

     

    This is not a fix, but a work around.

     

    This worked for me and I do not accept any responsability. Obviously Adobe also thinks you are on your own.

     

    rg

     
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  • Currently Being Moderated
    Apr 15, 2011 10:41 AM   in reply to rene-g

    Thanks for the hack. It got me working again until the issue is resolved by Adobe. It may also serve as a good clue for Adobe to investigate as part of fixing the problem.

     
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