Acrobat DC converted (boxed) refuses Adobe ID, so without installation

OK, so I lost 1.5 hours on it, and the transcript, sort of explains how bad Adobe technical support may be for what is an expensive product in box.  I'm sorry for the Technical Support staff, which is obviously equipped and inadequately trained.

I've anonymized the names and email addresses to avoid new embarrassment...

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Transcript of your chat
From: Adobe ([email protected])
Sent: September 17, 2015 11:50:38
Recipients: The client ([email protected])
For additional help, contact us at http://helpx.adobe.com/contact.html
General information
Chat start Sep 17, 2015 3:12:08 AM PST
Time of end of conversation Sep 17, 2015 4:50:34 AM PST
Duration (time real cat) 01:38:25
Type of Support Adobe operator #2
Transcript of the chat
Info: thank you for your patience.

In the meantime, you can try our community forums where experts are available 24 hours a day, 7 days a week

Info: now you are chatting with guy Support Adobe #1.
Adobe #1 Support type: Hello! Welcome to the Adobe Customer Service.
Type of Support Adobe #1: Hi customer.
Customer: Hi
Info: your chat transcript will be sent to [email protected] at the end of your cat.
Type of Support Adobe #1: Please let me 2 to 3 minutes then that I will review your request.
Customer: OK
Type of Support Adobe #1: thank you for your stay online.
Type of Support Adobe #1: I understand that you are facing problem in the activation of the application Adobe Acrobat standard DC?
Customer: Some info. First of all, I used my business ([email protected]) e-mail address. This email contains a subscription of CC, but should not interfere with the product box theory. However, Acrobat said I couldn't use this ID as (I paraphrase) he had been used before for this Acrobat product (which is wrong, because this series is used for the first time). That's why I started using the [email protected]
Customer: Yes, I'm clearly having a problem in activation Adobe Acrobat Std DC app in box
Type of Support Adobe #1: I'm sorry to hear that.
Type of Support Adobe #1: thanks for the confirmation.
Type of Support Adobe #1: Please provide the serial number of the product to check?
Client:? I would not normally share a serial number online, because it can be used for the wrong purposes. Can you confirm that you are an employee of Adobe justified?
Type of Support Adobe #1: Yes, that's why we ask for to check and to help you.
Customer: I give the serial number, but am unsure as to the relevance. The serial number is obviously valid (as the app checks before moving on to the next step) and has never been used before as I opened the box myself.
Client: However, here it is: 1016-xxxx-xxxx-xxxx-xxxx-xxxx
Type of Support Adobe #1: thank you for the serial number.
Type of Support Adobe #1: as I see it with the serial number: 1016-xxxx-xxxx-xxxx-xxxx-xxxx, East of the serial number Adobe Acrobat Standard 12.0.
Type of Support Adobe #1: will I go ahead and register the serial number under your Adobe account: [email protected].
Type of Support Adobe #1: so if you lose the serial number, you can retrieve it by logging in to your Adobe account.
Adobe #1 Support type:?
Customer: I'm sorry, how does that help me from Acrobat? I have already entered the serial number, created an Adobe ID ([email protected]) and concluded this ID Adobe Acrobat... but he refuses to start - that is why I contacted you...
Type of Support Adobe #1: checked with my resources, it is more a technical issue you are facing.
Type of Support Adobe #1: in this case, I'll copy this cat to the technical team to check and help you with the issue.
Type of Support Adobe #1: is this good with you?
Customer: You mean you're NOT technical? I'm annoyed, as I just lost him 17 minutes to talk to someone who does not have the necessary knowledge - although I realise that this may be a lack of management, and not because of you. Yes, please transfer me...
Info: Please wait while we connect you to a representative.
Info: we are always helping other customers, thank you for your patience. You can also try our community forums, available 24 hours on 24, 7 days a week.

Info: we are always helping other customers, thank you for your patience. You can also try our community forums, available 24 hours on 24, 7 days a week.

Info: we are always helping other customers, thank you for your patience. You can also try our community forums, available 24 hours on 24, 7 days a week.

Info: we are always helping other customers, thank you for your patience. You can also try our community forums, available 24 hours on 24, 7 days a week.

Info: we are always helping other customers, thank you for your patience. You can also try our community forums, available 24 hours on 24, 7 days a week.

Info: now you are chatting with guy Support Adobe #1.
Info: Please wait while we connect you to a representative.
Info: you are now chatting with 'guys from Support Adobe #2.
Adobe #2 Support type: Hello. Welcome to Adobe Technical Support.
Type of Support Adobe #2: customer Hi.
Customer: Hi
Type of Support Adobe #2: I understand that you are facing the question with the activation of the salons Creative Cloud Apps and applications as trial has expired. Is this fair?
Customer: No, it's false. Even though I'm sure it's not your fault, I'm annoyed to have lost 30 minutes of my time, after paying for an expensive product. Here is a copy of what I posted in the forum, which will explain the situation - as your colleague has of course not explained...
Client: Install a new version of Acrobat Standard DC and is boxed ('exit 2015') entered the new serial number and my email ID company when requested (which is also used for a sub separated from the CC on another PC...) EU 'Sign in check'-l' (XXX) Adobe ID has already been used to activate the software on two other computers or devices... Well, I unpacked the box 10 minutes ago, no number series THAT have been used with MY existing Adobe ID can means something is obviously wrong with the Acrobat - CC - interaction ID Adobe Adobe AC. So, I created a new account to Outlook.com and who used a NEW Adobe ID... Tried again, using the new Adobe ID... and got 'We have found a CC subscription associated with this ID.' hilarious! You can buy a sub CC (which already has Acrobat in it) in order to be able to use the product in box Acrobat DC now? I don't think so
Type of Support Adobe #2: thanks for the confirmation.
Type of Support Adobe #2: I'll be happy to help you with this.
Customer: thank you.
Type of Support Adobe #2: you're welcome.
Type of Support Adobe #2: I know if you have the subscription order number?
Customer: Why would need a subscription for Acrobat Standard DC boxed product?
Type of Support Adobe #2: I see that you have purchased the perpetual product, right?
Customer: I already gave the PN - 65257671 - what need of a subscription?
Customer: I think it is clear from the information that I gave above...
Client: However, please check the number of room if you aren't sure.
Type of Support Adobe #2: may I know exactly the name and the version of Acrobat you are using?
Customer: Why are you ask me questions, when information has already been given and is visible in this transcription?
Type of Support Adobe #2: you want to share your computer screen so I can access see what you see?
Customer: I'll do it, but can you please confirm what product do you think that I have purchased, because you have a) the name of the product, b) the reference number of the box label and c) serial number...
Type of Support Adobe #2: customer, I see that the serial number is for Acrobat Standard DC.
Type of Support Adobe #2: I see that you see the error like "No subscription found", right?
Type of Support Adobe #2: could you please check if it shows that Acrobat Professional or Acrobat Standard?
Customer: Hi - Yes, the serial number is for Acrobat Standard DC (in fact, 2015 release). If you return to the transcript, you will see that there is a first error (when I used my electronic business address, which currently has a CC on another PC subscription), then a second error (when I used a new email address and the new Adobe ID), who was indeed "found no subscription" etc.
Type of Support Adobe #2: I see that the subscription is activated under Adobe ID [email protected].
Type of Support Adobe #2: you want to share your computer screen so I can access see what you see?
Customer: what do you mean exactly by "I see that the subscription is activated under Adobe ID [email protected]."? You don't need a subscription (CC or Acrobat) If you buy the perpetual version. You do not have an Adobe ID (apparently) and I entered that now as ' [email protected]', as the original Adobe ID ([email protected]) was rejected AS EXPLAINED PREVIOUSLY.
Type of Support Adobe #2: I know if exactly when you see the error as "no subscription found?
Client: actually, the guy Adobe before you said it would be 'register' the serial number that is "I'll go ahead and enter the serial number under your Adobe account: [email protected].»
Type of Support Adobe #2: I see that the serial number is valid and we need to perform a few steps in order to solve the problem.
Customer: > I know if exactly when you see the error as "no subscription found?
Customer: When I try to start Acrobat... which is why I contacted Support...
Type of Support Adobe #2: customer, please follow the steps.
Client: Ainsies, new information for you...
Type of Support Adobe #2: key to press Windows and r at the same time to open the run window.
Type of Support Adobe #2: we are always connected?
Customer: while you expect Support from Adobe to help me, I decided to UNINSTALL and reinstall the product. I have entered my serial number again... and now you are trying to start the product it does not let me even in my ID required by Adobe ([email protected]) it just says: "connection failed - this Adobe [email protected] identification code has already been used to activate the software on two other computers or devices" - but THIS IS NOT CORRECT... because no one else has yet seen serial number until I unpacked it today!
Client: However, I will now try to 'Have a different Adobe ID' and tell you what happens...
Type of Support Adobe #2: ensure
Customer: So, now I want to connect using ' [email protected]' and password Adobe ID...
Adobe #2 Support type: Okay.
Client:... and I get the following "no subscription has found - we found a CC subscription associated with this Adobe ID".
Customer: It is therefore clear that there is something wrong with the way Adobe Systems license work-
Client: a) he rejects my original Adobe ID, saying it had been used with this serial number previously (impossible, I just unpacked the box!)
Client: b) proposes a new Adobe ID, then it rejects that, says "no subscription found.
Type of Support Adobe #2: can I know the exact name and version of the Adobe product on the error message that says not 'found subscription?
Customer: My technical background, I think that a mistake happens thanks to a license, to which one) If Adobe ID #1 has a subscription of the CC, it refuses to allow a box perpetual installation of Acrobat in this Adobe ID and b) it does not address the new Adobe ID #2 correctly, information if the end user is trapped in a vicious circle.
Type of Support Adobe #2: key to press Windows and r at the same time to open the run window.
Client: > may I know the exact name and version of the Adobe product on the error message that says not 'found subscription?
Customer: I am now pressing R Windows
Type of Support Adobe #2: customer, for a better understanding can you share the screen so that I can move forward and solve the issue?
Type of Support Adobe #2: * question
Customer: You have just asked me to Windows - R - which should not now be?
Customer: by the way, I just spent an hour with the Adobe technical support now...
Type of Support Adobe #2: key to press Windows and r at the same time to open the run window.
Type of Support Adobe #2: Type drivers and press ENTER key.
Customer: done
Type of Support Adobe #2: file open etc.
Customer: done
Type of Support Adobe #2: hosts file opened in Notepad.
Customer: done
Type of Support Adobe #2: could you please paste the information into the file hosts for this chat window?
Client: # Copyright (c) 1993-2009 Microsoft Corp. # This is a sample HOSTS file used by Microsoft TCP/IP for Windows. # This file contains the mappings of IP addresses to host names. Each entry # should be kept on an individual line. The IP # must be placed in the first column followed by the corresponding host name. # The IP address and the host name should be separated by at least one space of #. # Additionally, comments (such as these) may be inserted on lines # individual or follows the name of the computer that is designated by a symbol "#". # Example: # 102.54.94.97 rhino.acme.com # source server # 38.25.63.10 x.acme.com # x client name resolution host # localhost is handled within DNS itself. # 127.0.0.1 localhost #: 1 localhost
Type of Support Adobe #2: narrow host window files.
Type of Support Adobe #2: could you please upload the screenshot that says not 'found subscription?
Customer: But it should be noted that Adobe products communicate always fine with Adobe HQ to activate this network...
Customer: Of course, but first of all I would like to know if the Hosts file has shown any error please
Type of Support Adobe #2: customer number.
Type of Support Adobe #2: I see that the hosts file is fine.
Customer: Where can I download the page to? In fact, I see not the point to download because it is just text, without error code - but must do so if you wish.
Type of Support Adobe #2: download the file on this chat pod.
Client: Guy of Support Adobe #2, I think I know what the solution is (probably). First you must tell me one) how to completely uninstall Acrobat on this PC, including wiping etc., hidden registry entries then b) you must delete this serial number of [email protected] Adobe ID. I think that this then I will reinstall, but immediately to use the ID of [email protected] .
Type of Support Adobe #2: customer, I'm going to share the screen and solve the problem, if you wish.
Customer: Your file has been successfully downloaded: guy Support Adobe #2 01.JPG.
Client: Here's img
Type of Support Adobe #2: I'm going to come and share the screen, and solve the problem, if you want
Customer: I don't want to lose another hour if you are not sure of the solution - what measures do you propose to do if I share the screen with you please?
Type of Support Adobe #2: I see you are trying to activate Acrobat Pro and Acrobat Standard.
Customer: I type the serial number OF THE BOX that says "Adobe Acrobat STANDARD DC' - product number 65257671 - in very big letters
Type of Support Adobe #2: I know where you downloaded Acrobat Standard DC?
Client: and I just googled this SKU and it is without any DOUBT Standard.
Client: > may I know where did you downloaded Acrobat Standard DC?
Customer: How exactly would I downloaded Acrobat Standard DC cardboard box? I think that only Adobe technology beam carrier Star Trek have not yet...
Client: Guy of Support Adobe #2, you should know that this entire transcript will be posted on adobe.com, then you may want this degrades to the staff member. Either way, I'm sure that it's probably not your fault and you are simply not given enough training - despite the costs saved by Adobe using non-European support staff.
Type of Support Adobe #2: customer, I understand your concern and question is originally due to conflicts of Adobe ID.
Type of Support Adobe #2: I'll give you a simple job to fix this.
Type of Support Adobe #2: Please follow the steps.
Type of Support Adobe #2: Navigate to C:\Program Files (x 86) \Common Files\Adobe.
Type of Support Adobe #2: open file SLCache.
Customer: I think that the licensing system (for some reason any) Adobe got confused when I entered my Adobe ID of origin ([email protected]) and think I'm trying to register a third use of Adobe Acrobat Pro - when in fact, I'm trying simply to purchase and register a NEW box of Adobe Acrobat Standard. I suspect some third-rate programmer did not realize that a person might want to buy two different copies of Adobe Acrobat and therefore has not coded licenses for this situation...
Client: Make your steps now...
Type of Support Adobe #2: remove all files and folders in the SLCache folder.
Customer: done
Type of Support Adobe #2: key to press Windows and r at the same time to open the run window.
Type of Support Adobe #2: Type % programdata and press ENTER key.
Customer: done
Type of Support Adobe #2: Adobe Open and Open SLStore file folder.
Customer: done
Type of Support Adobe #2: remove all files and folders in the SLStore folder.
Customer: done
Type of Support Adobe #2: launch Acrobat Standard DC.
Client: Fact - now requires Sign In. I will do with the new ([email protected]) Adobe ID, right?
Type of Support Adobe #2: Yes please.
Customer: Oh, actually it already shows that ID - so must enter the password
Type of Support Adobe #2: Yes please.
Client: Chose the license this software and now enter the serial number (NEW!)
Adobe #2 Support type: Okay.
Customer: Okay, so this seems to have worked, thank you. I don't know if Adobe U.S. listen to the comments of workers (that they don't seem to listen to the customer feedback...), but there is clearly a problem of license here. In other words, I bought one under CC, yet when I tried to use the same Adobe ID to install a NEW BOX of Acrobat Standard DC version, he refused to let me activate - saying that I had already used for many licenses for this product. It's NOTHING to do with the local files on the PC, to do with the authorization of back-end systems. Maybe you could give this feedback?
Customer: I should have added that the new Acrobat STandard was on a machine that had no installed cc...
Adobe #2 Support Guy: customer, I understand your concern.
Type of Support Adobe #2: I see that you bought the subscription under Adobe ID [email protected] and activated on 2 devices.
Customer: I see that you bought the subscription under Adobe ID [email protected] and activated on 2 devices.< -="" which="" subscription="" are="" you="" referring="">
Type of Support Adobe #2: when you try to activate CC apps on third system you get an error like "you disconnect all devices.
Customer:-what subscription are you referring?
Type of Support Adobe #2: Creative Cloud subscription.
Type of Support Adobe #2: is that correct?
Customer: Do you see the logical flaw here? Yes, I bought a sub CC under my main AdobeID and installed on a main PC and a laptop backup (which is quite legitimate). However, like many people, I use more than one PC - so I bought DC Acrobat (and a different version to CC, which is Standard) and installed on a new PC, with a perpetual license serial number. BUT the Adobe licensing system is clearly wrong and does not realize that the perpetual license has NOTHING to DO WITH my sub CC. ERGO, Adobe needs to solve the problem. Or do you see a any error in the argument above?
Type of Support Adobe #2: customer,.
Type of Support Adobe #2: products Adobe can be installed and activated on 2 systems but cannot be used at the same time.
Type of Support Adobe #2: when you try to sign third system, you get an error that says "you disconnect all devices.
Type of Support Adobe #2: when you click Sign out me all devices you can go ahead and sign to 2 devices.
Client: > Products Adobe can be installed and activated on 2 systems but cannot be used at the same time.< -="" adobe="" support="" guy="" #2,="" how="" many="" systems="" do="" you="" think="" that="" the="" boxed="" product="" i="" have="" just="" purchased="" (acrobat="" standard="" dc,="" serial="" number="" beginning="" 1016-...)="" has="" been="" installed="" and="" activated="">
Customer: I think it should be clear from our conversation, but if not let me know
Type of Support Adobe #2: when you use the Adobe ID [email protected] it detects the subscription product base and serial number based product.
Type of Support Adobe #2: * when you use the Adobe ID [email protected] it detects the product base subscription and no serial number based product.
Client: Type Adobe #2 Support, systems how do you think that the boxed product I bought (Acrobat Standard DC, serial number starting 1016-...) has been installed and activated on? s ' please let me know your understanding...
Type of Support Adobe #2: customer, are you able to activate Acrobat Standard?
Client: > when you use the Adobe ID [email protected] it detects the product base subscription and no serial number based product.< -="" there="" is="" no="" subscription="" based="" product="" (i.e.="" cc)="" on="" this="">
Client: > customer, are you able to activate Acrobat Standard?< -="" i="" think="" that="" "ok,="" so="" that="" seems="" to="" have="" worked,="" thank="" you."="" probably="" means="" i="" have...="" and="" i="" can="" see="" you="" are="" keen="" to="" end="" the="" chat.="" i="" am="" sure="" this="" session="" has="" been="" as="" painful="" for="" you="" as="" it="" has="" been="" for="" me,="" and="" i="" am="" genuinely="" sorry="" that="" the="" company="" that="" employs="" you="" does="" not="" show="" you="" and="" your="" colleagues="" the="" necessary="" respect="" by="" giving="" full="" and="" complete="" training.="" have="" a="" good="">
Customer: you can close the session now
Type of Support Adobe #2: wish you the same.
Type of Support Adobe #2: I'm sorry if you felt like that.
Type of Support Adobe #2: If you want more information, I can help you with that.
Client: Guy of Support Adobe #2, wo/man cannot do too good a job than the tools it comes with. Adobe clearly do provide all the tools and training necessary. That reflects badly on an American company big and rich, but not necessarily on you and your colleagues.
Customer: you can close the session now
Type of Support Adobe #2: is there anything else I can help you?
Customer: No thanks, you can close the session
Type of Support Adobe #2: you're welcome.
Type of Support Adobe #2: please contact Adobe. Good bye.

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Tags: Acrobat