Activation and deactivation of Adobe products

Background information and common issues related to licensing technologies for Adobe products, including server addresses and ports. In Acrobat 8, CS 3, and earlier products, you activate your software on the phone or by going online. The license information is sent to Adobe through the method you select. After the license is verified, the product is activated and available for use. Activate on every new computer on which you run your product. If you want to install on a new computer, first deactivate on your previous primary or secondary computer and then explicitly activate on the new one. Activate over the Internet When you first open or install your software, the Activation wizard appears. 1. Click the Activate Now button. 2. When you see the Activation Successful message, click the Next button. Activate by telephone Although it is faster to activate over the Internet, you can activate by phone. 1. When you call 866-772-3623, be at your computer. 2. Have the activation number provided in the Activation screen ready to give to the Adobe representative. The representative then gives you an activation authorization code. Solutions to common activation problems TRY THIS FIRST • Contact Support if you switched out the hard drive or reconfigured your computer • Deactivate on one computer before using your software on another

More solutions • You have already activated on the authorized number of computers • You get an activation error after using your software on VMWare or another virtual machine • You cannot deactivate because the Deactivate option is unavailable (dimmed) • You get an error message when you try to activate Acrobat 9 on a Dell computer • Your computer can’t connect to the activation site because of network problems • Your computer is behind a firewall that blocks access to the activation site The two most common reasons for activation errors are (1) a computer reconfiguration and (2) using the software on too many computers. Call Support if you switched out the hard drive or reconfigured your computer The Activation Server sometimes does not recognize your computer after you switch out the hard drive or otherwise reconfigure your computer.

choose Help > Deactivate. At this time. You have already activated the product on the authorized number of computers • Deactivate (CS5 products) • Deactivate (Acrobat X. For a full discussion. If you don't know your serial number. Note: If you received a reissued a serial number from Adobe Support. next. you are asked to reactivate the software. you can purchase another license from the Adobe Store. o If you uninstalled your software without deactivating. you deactivate by transferring activation of your Adobe software from your original computer to a new computer. 2. Deactivate on one computer before using your software on another Before trying to activate on a different computer. deactivate on the computer on which you last used the product. (Alternatively. use the last serial number provided. Acrobat 9. uninstall the software from your older computer . reinstall on the old computer and deactivate. choose Help > Deactivate to start the Deactivation wizard. You can install with the old number. and earlier products) In earlier products. see You cannot deactivate because the Deactivate option is unavailable (dimmed). Deactivate (Acrobat 8. see You have already activated the product on the authorized number of computers. Choose Help > Deactivate. 1.) You need an Internet connection to deactivate. the Deactivate option appears in the Help menu. o In Creative Suite 4 and 5. Explicitly deactivate by following these directions. either on the back cover or on a sticker.• Contact Adobe Support. Use this option to deactivate your product before you uninstall it. Deactivate (Acrobat X. Connect to the Internet. In Creative Suite 5. When you finish. deactivate on virtual machines after you finish working on them. (Look on the CD or DVD case. but it can cause an activation error. You can't solve this problem on your own. or in the e-mail confirming your purchase). If your old computer is not available. and you cannot cancel the process after you start it. contact Adobe Support. select Erase My Serial Number From This Computer. CS3. Acrobat 9. If the Deactivate option is dimmed. Important: Uninstalling your product on one computer does not deactivate it on that computer. CS3. you can deactivate the product on one computer and reactivate on another. and earlier products) • If you uninstalled a product without deactivating it If you have reached the limit of authorized activations. and CS4 products) • Deactivate (Acrobat 8. and CS4 products) After you activate an Adobe product. Have your serial number ready. • Make sure that you are connected to the Internet. try to find it first by reading Find a product serial number (tn_15290). After you install the software on your new computer. o In Creative Suite 3.

If you can’t resolve the problem. the serial number is not associated with an activation count. 3. so that activation is available for another installation on another computer using the same serial number. If you are using software that does not enable transfer. select Erase My Serial Number From This Computer. When you see the Deactivation Successful message. Windows XP 1. Your company purchased the product under a volume licensing agreement. The Deactivate option is not applicable to you. do not enable activation transfer. and then choose Help > Deactivate. You can’t run any of the components until you reactivate. contact Adobe Support. If you need assistance with this task. click the Exit button. If the old computer is not available. Try to deactivate from another product in the suite. contact your Internet Service Provider or IT Administrator. this activation proceeds smoothly. 2. The software uses this connection to detect how many times you have activated the software. contact Adobe Support. 2. or Acrobat 9 and it is part of the suite. Connect to the Internet.com. The uninstaller asks whether to transfer the activation. The activation failed (silently).com and press Enter. If you uninstalled a product without deactivating it 1. configure proxy settings for Internet access in Network System Preferences. If you want to activate on another computer. Because the software was never activated. In this case. . Note: In a product suite. Click Start > Run. type ping activate. Reinstall the product on the old computer. you can’t deactivate. To determine whether you can connect to this site. such as RoboHelp 4 and Serious Magic products. 3. deactivation applies to all suite components. 4.adobe. Type cmd in the Open box and then press Enter. contact Adobe Support. From the Help menu. follow these instructions to “ping” the activation server. choose Deactivate to start the Deactivation wizard.to comply with the license agreement. Adobe Creative Suite 4 and Creative Suite 5 use port 443 to connect to the activation site at https://activate. You cannot deactivate because the Deactivate option is unavailable (dimmed) The option Help > Deactivate can be dimmed for the following reasons: • • • You are trying to deactivate Acrobat X. 2. Some older versions of Adobe software. At the prompt.adobe. connect to the Internet. 1. In most circumstances. Your computer can’t connect to the activation site because of network problems During the activation process. If this test fails.

To top Activation error code numbers If your activation attempt fails with an error code number. Double-click Terminal. type cmd in the Start Search box.adobe.Windows Vista/Windows 7 1.) To top Your computer is behind a firewall that blocks access to the activation site Retail copies of Adobe Creative Suite 4 and Creative Suite 5 use https port 443 to activate.com on https port 443. At the prompt. and press Enter. Mac OS 1. 2.or hardware firewalls to allow access to activate. 2. . From the desktop. At the prompt. type ping activate. Click Start. configure software.adobe.adobe. look up the code in Activation error codes.com and press Enter. 3. Contact the software or hardware firewall manufacturer for configuration information. or contact your IT Administrator. choose Go > Utilities. Note: For prerelease software.com on the same port. the address is practivate. You have access if this test returns the following string: activate. Follow the directions there. • To complete activation successfully.com [ip address] (Ignore the other information returned.adobe.com and press Enter. type ping activate. such as 93:-12 or 93:-14.adobe.

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