7 Replies Latest reply on Aug 10, 2018 8:58 PM by paulw4176511

    Acrobat Pro 9 - Reinstall has stalled

    paulw4176511 Level 1

      My adobe account correctly shows that I purchase Acrobat Professional 9 and lists the correct serial #.  I have attempted to install this program onto another Windows based PC.  The software download without problems. However while install shows my correct serial number, the step requiring "upgrade check" asked me to select from a list, the program I have paid for, i.e. Adobe Acrobat 9 professional 9.  Unfortunately the list provided does not list my program, it has for example Professional 8 but not professional 9 and will go no further.  At present this Adobe problem effectively prevents me form using the software that Adobe acknowledges that I validly purchased from Adobe.

       

      Is there another way I can get an upgrade OR use the version of the program I have just downloaded.  At present I effectively have no program and would e satisfied with no upgrades at all.  What I had on my old PC served me well.

       

      I just want to use what I paid for.  Who can help me?

       

      Paul

        • 1. Re: Acrobat Pro 9 - Reinstall has stalled
          try67 MVP & Adobe Community Professional

          Your serial number is for an upgrade license, not a full license. As such, you must have another serial number for an earlier full version to be able to use it. Without it, you can't activate the application. Also, be aware that Acrobat 9 is a very old version, not compatible with any current operating system, so problems with it are to be expected.

          • 2. Re: Acrobat Pro 9 - Reinstall has stalled
            paulw4176511 Level 1

            Thanks you for your response.

             

             

             

            Attached is a copy of the confirmation of purchase.  I had been using Adobe for years prior to the purchase of Pro 9.  In that sense it was an upgrade.  However, I am not trying to upgrade now.  At the time I had wanted to buy the DVD because I feared later problems if I just downloaded it. My fears have proved to be true but in way I didn’t imagine.  BY this I mean that in order to move it to another PC I would need Adobe’s “permission/cooperation”.

             

            As I say I am not trying to get any sort of upgrade now.  All I want is to be able to use the programme on the PC I now am using just like I do with Microsoft Office products like MS Office 2013.  To install these  on new machine is no problem.  I can’t get the later versions but I don’t care.  I have the reasonable expectation that I should be able to do the same with Adobe Pro 9 but the install protocol won’t let me. As to old programs I still have Acrobat 6 for example and could reinstall that if  wanted so the age of the programme is not an issue.

             

             

             

            The issue is simple.  I should be able to install Pro 9 on my current PC and Adobe’s protocols on installation won’t allow it.

             

             

             

            So while you have replied to my question your answer has no addressed my problem.  I will try the link you have suggested.

             

             

             

            Thanks

             

            Paul

             

             

             

             

             

             

              Octave

             

            [Personal contact info and email signature removed - Mod]

            • 3. Re: Acrobat Pro 9 - Reinstall has stalled
              try67 MVP & Adobe Community Professional

              You can't attach files to a message.

              If you bought it as an upgrade, it will always remain an upgrade, no matter what your intentions are.

              I can't help you any further, and the Adobe support is not likely to, either, seeing as this application is no longer supported by them.

              Bottom line is that without the serial number of a previous full license you can't use it.

              • 4. Re: Acrobat Pro 9 - Reinstall has stalled
                paulw4176511 Level 1

                Hi

                 

                Thanks for your reply.

                 

                I have had a look again at my purchase of Acrobat Pro 9 and I am sure I didn’t purchase it as an upgrade.  Below is a copy of the Order Acknowledgement from Adobe at the time of purchase.

                 

                 

                 

                To reiterate briefly, as I had a valid purchase recorded on my Adobe account which included the serial number, I had no problem downloading a copy of the programme onto another PC.  In running the install the install quoted and acknowledged my serial number for Adobe Pro 9 as correct.  I clicked “next” which was an “upgrade check”.  There wasn’t an alternative.  That screen provided me with a list of all very old programmes from Acrobat 6 to Acrobat 8 with the instruction to select one that I had purchased from Adobe.  No kind of Acrobat 9 was available to choose.  I tried putting in my valid Acrobat Pro 9 serial number against all the alternative on the list and not surprisingly all were rejected as invalid as it didn’t relate to any of the very old listed programmes.

                 

                 

                 

                I couldn’t have downloaded the programme without an account which included a valid serial number. What I need assistance with is how to finish my install without having to go through this “upgrade check” step.

                 

                 

                 

                Regards

                 

                Paul

                 

                 

                 

                 

                 

                 

                Your Order Acknowledgement

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                <http://www.adobe.com/?trackingid=order_confirmation_email_090104>

                 

                 

                10 August 2010

                 

                 

                 

                 

                 

                 

                <http://www.adobe.com/devnet>

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                Your Order Acknowledgement

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                Dear Paul Wellsmore,

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                Thank you very much for ordering from the Adobe Store! Here is the information about your order:

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                ID:

                 

                <mailto:[email address removed by mod]

                 

                 

                Order number:

                 

                 

                 

                Serial #

                 

                #AD002013802AU

                 

                 

                [serial number removed by mod]

                 

                 

                Products ordered:

                 

                 

                Qty

                 

                Product

                 

                 

                1

                 

                Adobe Acrobat 9 Pro (Windows,English)

                 

                 

                Total purchase amount (inc GST):

                 

                A$235.00

                                                                                                ORDER INFORMATION

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                You purchased a download version of our product. Follow the instructions below to start using it today:

                 

                Sign in to your account at the link below using the above ID:  <http://www.adobe.com/go/ols_au_login/> http://www.adobe.com/go/ols_au_login/

                 

                Locate your order number and click it.

                 

                On the Order Detail page, click the Downloads for This Order button.

                 

                Start your download by clicking the Download button.

                 

                After you have completed the download process, your serial number will be displayed in the download center.

                 

                Feel free to sign back in to your account later to download your product again or to retrieve your serial number.

                 

                Read more download instructions here:

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                Get started using Adobe tools immediately! We offer a wide range of additional services to help you get started.

                 

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                If you need to get in touch with us about your order, please contact Customer Service using the following e-mail form:

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                The Adobe Store Team

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                Customer Service contact info:

                 

                 

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                <http://www.adobe.com/go/ols_ap_support/> http://www.adobe.com/go/ols_ap_support/

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

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                                                                                                again for your

                 

                 

                 

                 

                  Octave

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                • 5. Re: Acrobat Pro 9 - Reinstall has stalled
                  paulw4176511 Level 1

                  Hi

                   

                  You would believe it.  I just tried putting in an old serial number I  had for my Acrobat 6 and the install completed.  OMG.  I stumbled on a solution.

                   

                   

                   

                  Regards

                   

                  Paul

                   

                   

                   

                   

                    [personal info. removed by moderator]

                  Email: [email address removed by moderator]

                   

                   

                   

                   

                   

                   

                   

                   

                   

                   

                   

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                  • 6. Re: Acrobat Pro 9 - Reinstall has stalled
                    try67 MVP & Adobe Community Professional

                    You "stumbled" upon the solution I told about at least twice already... Anyway, at least you got it to work now.

                    • 7. Re: Acrobat Pro 9 - Reinstall has stalled
                      paulw4176511 Level 1

                      Thanks again for your help.  It’s a very technical area in which you are expert and I am sure there may be substiles I have missed.   From my perspective you never once suggested that I try and use the serial numbers from earlier purchases and see if that resolved the problem.  You said that if it was an upgrade I would need the old serial numbers.  As I believed and still do that it was not an upgrade and the website was not at all clear,  I didn’t think that “upgrade” applied to me.  You could have said, “yeah, who knows, why not try it and see what happens?”  Regardless I have ticked off as ‘Correct’ the interchange we have had. 

                       

                       

                       

                      I have purchased several versions of Acrobat over many years both in standard and pro including 6, 9 &10.  Looking back over any of the paperwork for my purchases I can’t see and to the best of my memory was not aware, that I have ever made a purchase as an “upgrade”. 

                       

                       

                       

                      This doesn’t get around the problem that it is Adobe that created the problem quite unnecessarily.  I had purchased the software and had a valid serial number.  At the time of purchase and subsequently, Adobe never told me that this would not be sufficient to make downloads that I would need to keep and use the serial numbers from earlier purchases.  It was just dumb luck that I had them. 

                       

                       

                       

                      I’m going to try and put the program on my laptop as well.   I am sure you wish me continued luck.

                       

                       

                       

                      Regards

                       

                      Paul  

                       

                       

                       

                       

                        Octave

                       

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