What's covered

• Activate your software
• Deactivate your software
• Common problems and solutions
•  Computer reconfiguration or replacement
•  Running the software on too many computers
• Other activation errors
• Serial number errors

Read this article in French | German | Japanese |  To read this article in other available languages, choose your Region from the bottom of this page.

Back to top

Activate your software

Activation is a required process that associates Adobe products with the computers on which they're installed. Activation helps prevent unauthorized use and copying of software and protects you against the risks of counterfeit software. For more information, see Adobe software activation.

Activation is not related to registration, which is an optional process.

Back to top

Deactivate your software

It's necessary to deactivate your software before you can reactivate on another computer. Uninstalling the software from a computer does not automatically deactivate it.

1. Ensure that the computer on which you have the software installed is connected to the Internet.
2. Choose Help > Deactivate in the product you want to deactivate.
3. Select Deactivate Permanently.

Back to top

Common problems and solutions

You get an activation error if the activation server does not recognize your computer or believes that you are running the product on too many computers. The two most common causes for activation errors are:

• Computer reconfiguration or replacement
• Running the software on too many computers

 Computer reconfiguration or replacement

You may receive an activation error and if your computer has changed recently. You can't solve this problem on your own, if you've done one of the following:

• Changed your computer due to a crash
  • Upgraded your computer hardware
  • Replaced a hard drive
  • Upgraded the Operating System
• Gotten a new computer and old computer is unavailable

Contact Adobe Support via phone on 1-866-772-3623 or chat to contact a support specialist.

Keep your serial number handy. Look for your serial number on the CD or DVD case, or in the email confirming your purchase. For help for locating your serial number, see Find a serial number.

 Running the software on too many computers

If the software is activated on multiple computers:

• Deactivate the software on the computer on which you last used the software. Ensure that you're connected to the Internet.
• Purchase another license from the Adobe Store if you require the software on all your computers.

See the following for some common problems and solutions. 

Uninstalled the software without deactivating it

Uninstalling the software from a computer does not deactivate it. Deactivation is a separate process that must be completed before the software is uninstalled. If your old computer is not available, contact Adobe Support.

Activation error after using software on VMWare or another virtual machine (CS5)

You could have an unintentional virtual machine activation. Running your CS5 software on a virtual machine can increase the activation count. 

Launch the software within the virtual machine and then choose Help > Deactivate.

Deactivate option is unavailable (dimmed)

• The software you're trying to activate could be part of a suite. Try to deactivate from another product in the suite.
• The activation failed (silently). Because the software was never activated, you can’t deactivate.
• It's possible that your company purchased the product under a volume licensing agreement. In this case, the serial number is not associated with an activation count. The Deactivate option is not applicable to you.

Acrobat 9 activation error on a Dell computer

An error sometimes occurs when you try to activate Acrobat 9 Standard on a Dell computer running Windows. The message incorrectly claims that you have exceeded the activation count.

1. Select "I have a different serial number for this product and I am ready to enter and activate it now."
2. Click Next.
3. Enter the serial number at the back of the Acrobat Standard DVD case.
4. Click Next.

Your computer can't connect to the activation site because of network problems

Check for proxy configuration issues

1. Do one of the following:
   • Windows XP: Click Start > Run. Type cmd in the Open box and press Enter.
   • Windows Vista/Windows 7: Click Start. Type cmd in the Start Search box and press Enter.
   • Mac OS: From the desktop, choose Go > Utilities. Double-click Terminal.
2. At the prompt, type ping activate.adobe.com and press Enter.
   • If the test is successful, the string activate.adobe.com [ip address] is returned (You can ignore the other information returned.)
   • If the test fails, configure proxy settings for Internet access in Network System Preferences. Alternatively, try activating without the proxy. (An authenticating proxy can prevent the activation process.) If you need assistance, contact your Internet Service Provider or IT Administrator. 
3. In case the test fails, configure firewalls to allow access to the activation site and try again.
   • For retail software, configure software or hardware firewalls to provide access to activate.adobe.com on https port 443.
   • For prerelease software, provide access to practivate.adobe.com on https port 443.

Other activation errors

If your activation attempt fails with an error code number, for example 93:-12 or 93:-14, look up the code in Activation error codes.

Serial number errors

If you get a serial number error when you install, you won't have an activation problem. See these pages for more information:

• For serial numbers: Error: “The serial number is not valid for this product" | CS5
• For upgrades: Error (CS5) “This serial number is not for a qualifying product" | CS5
• CS4 and earlier: Serial number doesn't work
• If you downloaded your software from the Licensing Website (LWS): Adobe Volume Licensing

Back to top

Adobe Community Help