Have had a rough day with Adobe... have been "helped" by the chat people at least 10 times today with no resolution. Some component of my computer (Mac) got fried, and the Apple geniuses advised me to retrieve the data and applications by getting an external enclosure and hooking the hard drive up to another Mac. I did that, but the adobe applications said that I needed to put in a new serial number. After several attempts at using the chat feature, one of the Adobe employees said that I needed to uninstall and try again (and they would do something on their end to make it work). I have this latest transcript (see below), BUT IT STILL DOES NOT WORK after re-installing. Please help...
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info: You are now chatting with Sparks.
Sparks: Hello! Welcome to Adobe Customer Service.
Sparks: Hi Jay.
Jay Hilscher: Hi Sparks!
info: Your chat transcript will be sent to {email] at the end of your chat.
Sparks: I have received your query.
Sparks: I will check and help you with this.
Sparks: May I please have your email address registered with Adobe?
Jay Hilscher: I'll let you know that I have been disconnected 5 times... this issue is not on my end.
Sparks: And also the serial number of the product?
Jay Hilscher:jay@domain.com
Jay Hilscher:[removed by moderator - never share publicly]
Sparks: Thank you for the serial number.
Jay Hilscher: you're welcome!
Sparks: Thank you for your patience.
Sparks: May I please know if you have a installed the software again?
Jay Hilscher: Yes I have
Jay Hilscher: But I can't activate it with this serial number
Sparks: If the deactivate button is grayed-out the product is already activated.
Jay Hilscher: Yes... I need to deactivate it.
Sparks: In that case, please go ahead an uninstall the product.
Jay Hilscher: I need it deactivated on the old hard drive so that I can activate it on the computer that I's like to use it on.
Jay Hilscher: I've read on the forum that I don't want to uninstall without first deactivating...
Sparks: No, problem.
Jay Hilscher: What is a problem?
Sparks: Please go ahead and uninstall the product, and install it on the new computer.
Sparks: I will make certain changes for you to activate it on a new computer.
Jay Hilscher: Ok... thanks...
Sparks: You are welcome.
Sparks: Is there anything else I can help you with?
Jay Hilscher: Not right now, I guess... I hope this works!
Sparks: You may contact us back if you face an issues.
Sparks: Is there anything else I can help you with?
Sparks: Are we still connected?