Unable to re-activate CS6 Web Premium after Acrobat 30 day issue

[Guest]

Hi all, new to the forum and I'm really not happy with adobe right now. Any help would be much appreciated. I work for a non-profit and we are not using the latest and greatest of the CS line (current only cs6). CS6 is plenty for our needs.

So I had to open a few pdf documents this morning and when I attempted to open the first one acrobat x pro opened for me, then shortly afterward it closed automatically. When I went to re-open it, acrobat simply refused to open. I’ve recently migrated my CS6 web premium license to a new PC which was previously de-activated old the old machine and re-activated on my current, new machine. The CS6 install on my new machine was working well up until today.

After some digging, I came across these two threads:

https://forums.adobe.com/thread/1021632

https://helpx.adobe.com/creative-suite/kb/acrobat-failed-launch-30-days.html

I followed the process on the second one and applied the patch. It didn’t seem to help as acrobat still refused to open. So I thought I would try to repair the install. Once completed I tried it. It opened, but now it’s asking for activation. So I try with my existing serial number and nothing. My hunch is that during the repair process it no longer realizes my current PC was the active install for the serial number. Now I’m SOL unless I purchase a new serial, which I should NOT have to do as this was caused by a buggy application and no fault of my own. Furthermore when I contacted adobe support they say the software is too old and they no longer support it.

If anyone out there can help it would be much appreciated.

[John T Smith]

The only help I can offer is to completely remove CS6 and do a fresh install, not a migration... AFTER you deactivate

-how to https://helpx.adobe.com/x-productkb/policy-pricing/activate-deactivate-products.html

When you have a non-functioning computer and can't deactivate

Be sure to ONLY ask for activation support to adjust your activation count

Serial number and activation support (non-Cloud) https://forums.adobe.com/thread/2041990

-only Adobe can help with serial number problems, nobody here can access the activation server

-and https://helpx.adobe.com/creative-suite/kb/unable-deactivate-cs6.html

Sign out of your account... Uninstall... run the Cleaner...

-for non-Cloud programs you need to DE-activate before uninstalling

-http://helpx.adobe.com/creative-cloud/help/install-apps.html (and uninstall)

-using the cleaner after uninstalling and before reinstalling is often needed

-https://helpx.adobe.com/creative-suite/kb/cs5-cleaner-tool-installation-problems.html

[Guest · Accepted solution]

Thank you, John for the help. I had to contact chat support to get my issue addressed. I should also mention, I would have contacted them sooner had I known that google chrome did not play well with the chat button to start the chat. Once I used IE I was able to get into the chat and have them do their thing to allow me to re-activate the CS6 Web & Design Premium.