I can't get Acrobat Pro 9.5.5 to deactivate. Keeps saying "Unable to Connect...".
I was very rudely referred (and dropped by Nikhil from 'Chat support') after speaking with 3 people. Please advise...who you're going to refer me to now...?
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General Info |
Chat start time | July 31, 2017 2:24:22 AM EST |
Chat end time | July 31, 2017 3:10:04 AM EST |
Duration (actual chatting time) | 00:45:41 |
Operator | Nikhil |
Chat Transcript |
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info: Thanks for your patience. Representatives are currently helping other customers. Your position in line is 1 and your wait time is approximately 2 minutes.
info: Thanks for your patience. Representatives are currently helping other customers. Your position in line is 1 and your wait time is approximately 2 minutes.
info: Thanks for your patience. Representatives are currently helping other customers. Your position in line is 1 and your wait time is approximately 2 minutes.
info: Thanks for your patience. Representatives are currently helping other customers. Your position in line is 1 and your wait time is approximately 1 minutes.
info: You are now chatting with Sourav.
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Sourav: Hello! Welcome to Adobe support.
Alena Neumann: hi
Sourav: How are you doing today?
Alena Neumann: ok. you?
Sourav: I am fine thank you for asking.
info: Your chat transcript will be sent to xxxxxxxxxx@hotmail.com at the end of your chat.
Alena Neumann: Did you get the initial info about the problem? Acrobat Pro 9.5.5 won't deactivate. Keeps saying "Unable to Connect...".
Sourav: I am unable to locate any subscription or product under your account. Do you have other email id?
Alena Neumann: maybe xxxxxxxx@xxx.edu?
Sourav: You have Acrobat Professional (APRO) under this account. Do you want to deactivate from your account or you want to transfer the license.
Alena Neumann: deactivate...i think. need to reinstall windows 10 and then reinstall.
Sourav: In this case I need to transfer your chat to the dedicated team who will assist you in best possible way.
Alena Neumann: ok
Sourav: Kindly wait till I transfer your chat.
info: Please wait while we connect you to a representative.
info: You are now chatting with Harshika.
Please don’t close the chat window or browser tab since it will end our chat session.
Harshika: Hello! Welcome to Adobe Customer Service.
Harshika: Please allow me 1-2 minutes to review your account details.
Harshika: May I know your phone number to be updated in the account profile?
Alena Neumann: xxx-xxx-xxx
Harshika: Thank you for the information.
Harshika: Please allow me 1-2 minutes to review your account details.
Harshika: Could you please help me with the serial number of the product so that I can validate the same in the account profile ?
Alena Neumann: is in the program somewhere or just the box?
Alena Neumann: nvm
Alena Neumann: xxxx-xxxx-xxxx-xxxx-xxxx-xxxx
Harshika: Thank you for the information.
Harshika: Please allow me 1-2 minutes to review your account details.
Harshika: Do you wish to register the product under your account ?
Alena Neumann: the other email account was my account at university. can't respond from it any more so maybe i should
Harshika: Product is not able to deactivate .
Alena Neumann: you can't either?
Harshika: You need to deactivate the product by clicking on help - sign out /deactivate .
Alena Neumann: I tried many times. keeps saying "Unable to connect..."
Harshika: Allow me 1-2 minutes .
Alena Neumann: even ran repair, reboot, and another attempt
Harshika: I have to connect your chat to the concerned team.
Alena Neumann: ok
Harshika: Allow me 1-2 minutes to connect the chat.
info: Please wait while we connect you to a representative.
info: You are now chatting with Nikhil.
Please don’t close the chat window or browser tab since it will end our chat session.
Nikhil: Hello! Welcome to Adobe support.
Alena Neumann: hi
Nikhil: Please allow me 1-2 minutes to review your account details.
Nikhil: May I know on which version of Acrobat you are facing this issue ?
Alena Neumann: 9.5.5
Nikhil: Okay
Nikhil: Please allow me a moment
Nikhil: Thank you for staying online
Nikhil: I am really sorry Alena but for this issue please contact our forums department
Nikhil: We have a dedicated team there who looks after there issues
Nikhil: Please visit Adobe User Forums at http://www.adobe.com/support/forums
Nikhil: Are we still connected?
Alena Neumann: yup. what do you want me to do there?
Nikhil: Please submit your query there and then our forums department will get back to you with a resolution.
Alena Neumann: 3rd person in this chat and refer me again? ok
Nikhil: I am really sorry for the inconvenience caused to you.
Nikhil: Thank you for your time and patience
Nikhil: I really appreciate your time and patience.
Alena Neumann: I don't see a relevant sub-forum/thread. Searching for 'deactivate' brings up:
Nikhil: Thank you for contacting Adobe, goodbye! |
Message was edited by: Alena Neumann to add chat log
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