0 Replies Latest reply on Jul 31, 2017 12:26 AM by alenan75647495

    Acrobat Pro 9.5.5 Deactivation

    alenan75647495

      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...?

       

       

      For additional help, reach us at http://helpx.adobe.com/contact.html

      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

      info: Thanks for contacting us. We’ll find a representative for you to chat with and keep you posted on your wait time.
      This chat will become active once a representative responds.

      Did you know you can get answers to most of your Adobe-related questions at help.adobe.com? Find helpful video tutorials, tips for troubleshooting, and user guides for all our products. You can even get answers from members of our vibrant forums community. Visit help.adobe.com. Please hold for the next available agent.

      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 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.
      Please don’t close the chat window or browser tab since it will end our chat session.

      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