Issue

When you start Adobe Acrobat 8 Professional after installing Adobe Creative Suite 3, you are prompted for a serial number. When entering the serial number for your copy of Creative Suite 3, you receive the following error message: "You entered an invalid serial number. Please correct it in order to proceed".

Reason

Some files relating to the serialization of Acrobat have been damaged or removed. This is a known side effect of running the Adobe CS3 Clean Script available at www.adobe.com/support/contact/cs3clean.html using clean-up level 1. This damage affects both users who installed Acrobat separately, and those who installed Acrobat as part of Creative Suite3.

Solution

Do one of the following solutions:

Solution 1: Enter the Acrobat 8 Professional serial number.

If you bought Acrobat 8 Professional separately from the Creative Suite, enter the serial number which came with this version of the product, rather than the serial number you received with Creative Suite 3.

Solution 2: Remove Acrobat 8 Professional and then repair or reinstall Creative Suite 3.

If you installed Acrobat 8 Professional as part of the Creative Suite and either ran Adobe CS3Clean Script or the serialization of your Creative Suite installation has been damaged or removed, do the following:

  • On Mac OS X: Run the removal tool for Acrobat (called "Acrobat Uninstaller", normally located in /Applications/Adobe Acrobat 8 Professional) and then reinstall Creative Suite using the instructions below on "Reinstalling/Repairing Creative Suite 3".

    Note: If you cannot locate the Acrobat Uninstaller tool in the Acrobat folder, follow the instructions in solution 3.
  • On Windows: Run the Acrobat Uninstaller before repairing/reinstalling the Creative Suite 3 installation using the instructions below on "Reinstalling/Repairing Creative Suite 3".

To use the uninstaller to remove Acrobat:

  1. Choose Start > Control Panel.
  2. Double click Add/Remove Programs (Windows XP) or (Windows Vista).
  3. Select Adobe Acrobat 8 and click Remove. Follow the on-screen instructions to remove Adobe Acrobat 8.



    Note: If Adobe Acrobat 8 is not listed here, follow the instructions in solution 3.

Solution 3: Run the Adobe CS3Clean Script with clean-up level 2 and then reinstall Creative Suite 3.

If you cannot locate Adobe Acrobat 8 in the Add/Remove Programs Control Panel (Windows) or the cannot locate the Acrobat Uninstaller in the Acrobat Application folder (Mac OS), run the Adobe CS3Clean Script, selecting clean-up level 2 and then reinstall Creative Suite 3.

  1. Download the Adobe CS3Clean Script from www.adobe.com/support/contact/cs3clean.html and follow the instructions included with the script, selecting clean-up level 2.

  2. Reinstall Creative Suite 3, using the instructions below on "Reinstalling/Repairing Creative Suite 3".

Reinstalling/Repairing Creative Suite 3

For Mac OS:

Double-click the Add or Remove Adobe Creative Suite 3 [Product Version] file located in /Applications/Utilities/Adobe Installers and select the option to reinstall Creative Suite 3. If this file is not available, double-click the Adobe Creative Suite 3 [Product Version] installer on the original media from which you installed Creative Suite 3 and follow the on-screen instructions to reinstall Creative Suite 3.

For Windows:

To repair your installation of Creative Suite 3:

  1. Choose Start > Control Panel.
  2. Double click Add/Remove Programs (Windows XP) or Programs and Features (Windows Vista).
  3. Select the Adobe Creative Suite 3 [Product Version] item in the list, click Change/Remove (Windows XP) or Uninstall/Change (Windows Vista) and follow the on-screen instructions to repair the Adobe Creative Suite 3 [Product Version] installation.

If there is no entry for Creative Suite 3 in the control panel, then double-click the Install CS3 [Product Version] application on the original media from which you installed Creative Suite 3 and follow the on-screen instructions to reinstall Creative Suite 3.

Additional Information

Whenever Acrobat is invoked and finds that its cached serial number has been erased, it requires entry of that serial number. In the case of an installation of Acrobat that was installed separately (using an Acrobat serial number), you can simply re-enter that serial number when prompted. However, you cannot do this with your Creative Suite serial number, because the Acrobat serial number entry facility does not recognize Creative Suite serial numbers. The Creative Suite installer will correctly reset the Acrobat cached serial number when it repairs an Acrobat installation, but it will not do this repair if it detects that Acrobat is already installed. This is why Creative Suite users must first uninstall Acrobat from their system (or remove it using the cleaner script at level 2) before repairing.

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