How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Michelle Your Own Question
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 5830
Experience:  B.Sc. Computer Science with Honors
Type Your Computer Question Here...
Michelle is online now

Last year I bought Adobe Acrobat XI pro Mac which I have installed

This answer was rated:

Last year I bought Adobe Acrobat XI pro Mac which I have installed using the preactivate.dmg and postactivate.dmg files and the offline approach. Recently I have changed the hard disk with a new fast solid state disk and I am trying to re-install the program. However, I have problems. The website is not responding and I have the feeling that the serial number is ***** going to be recognized. How This problem can be solved?
Hi my name is ***** ***** I will be the expert working with you today to help resolve the problem you have posted.When you try to reinstall Adobe Acrobat XI do you get any error, let me know the error.
As you have purchased Acrobat as a download, double-click the DMG file to mount the image file as a volume.Launch the Adobe Acrobat X Pro installer. Follow the prompts to install it into the Applications folder at the root of your hard disk.Double-click the Adobe Acrobat Pro application and after Acrobat launches accept the license agreement.Enter the serial number for your copy of the program. The serial number for individually licensed purchases is located on the outside of the DVD case. For ESD (electronic software delivery) purchases made through the Adobe Store, it's on the receipt page. You can also locate the serial number for individually licensed ESD purchases in your online order history at The serial number for purchases made through the Adobe Open Options volume license program is available in your record at
Customer: replied 2 years ago.

As I mentioned, to install I have to go offline and run the adobe.preactivate.dmg file. Then I run the adobe, file and I click on the "License this Software" button I get into the serial number activation section. Because there is no internet connection Serial NUmber Validation cannot occur and on the screen appears the massage "Having trouble connecting to the Internet". Then we select the Offline activation button and click the "Generate Request Code" button. AT this point things are confusing. You can either run the adobe.postactivation.dmg file and then go online on the same computer an receive using the Request Code an REsponse Code with which you can activate the program. Alternatively, you can go into another computer online and get the Response Code to activate the program. The main issue is that the website from which you can get the Response code is not responding.

did you follow the steps i have given above
Customer: replied 2 years ago.

I have now done so. The program was installed without asking me the serial number. After a while, I received a message to add my serial number which I did, however, I got a message saying that the serial number could not be validated.

Check this link Call Adobe installation issues current products are handled for free.
Customer: replied 2 years ago.

Many thanks. I will try it and I will report back to you. Unfortunately this will not happen today as I have family obligations. I will try tomorrow. Is this OK?

No problem. Have a good day.
Michelle and 4 other Computer Specialists are ready to help you