Find simple solutions to common activation and deactivation problems.

Activation issues

What is activation?

Activation connects an app or service to a valid user license.

For most apps, the process is straightforward and happens automatically when you sign in. However, errors can sometimes occur—for example, if you’re unable to connect to the activation server, your license isn’t active, or you’re trying to install an app on more than two computers.

Here are solutions to some common activation problems for non–Creative Cloud products.

Note:

Having activation issues with a Creative Cloud app or service? See Troubleshoot Creative Cloud activation errors.

Is your computer's date and time correct?

An inaccurate computer system clock can cause activation problems. Did you reset your computer’s date and time recently? Check that your computer's system clock is set to the correct date and time.

Are you connected to the Internet?

Make sure that you are connected to the Internet before you try to activate. If you are connected and you still get connectivity errors, try the solutions in Advanced connectivity troubleshooting. Or, contact us for help. Have your serial number or Adobe ID ready.

Is the app installed on too many computers?

If you purchased a single license for Adobe software, you can install the app on two computers. However, you can use it on only one computer at any given time. To install the app on a third computer, you must deactivate the app on one of the first two computers.

Ensure that you are connected to the Internet, launch the app you want to deactivate, and
choose Help > Deactivate. For detailed instructions, see Activate and deactivate Adobe products.

If you want to run an app on multiple computers simultaneously, purchase another license from the Adobe store.

Have you lost access to your previous computer?

If you cannot access the previous computer on which you installed the app—whether it was stolen, was lost, crashed, or locked—you need to contact us by chat or phone. To ensure a quick resolution, be sure to have any purchase-related information ready.

Need to activate offline?

Creative Cloud, Acrobat DC, and subscription memberships require online activation. See Sign in and activate Creative Cloud.

For CS6, CS5.5, and CS5 products, if the computer on which your software is installed cannot connect to the Internet or to Adobe’s activation servers, you can activate your software offline. For instructions, see Offline Activation.

Activation error codes

Here are some common activation error codes and their solutions.

Error code Error message Solution
 

“Activation limit reached for [product]. This serial number has already been activated on 2 computers.”

-or-

“Maximum activations exceeded.”

See “Activation limit reached” or “Sign-in failed” error.
  "Activation - No Connection" See Activation or connection error | CS3, Acrobat 8.
  “Activation was unsuccessful because the activation server is unavailable at this time.” See Error: “Activation Server Unavailable” | CS2, Acrobat 7, Audition 3.
159:41

"Internet Connection Not Detected"

-or-

“We are unable to activate [product name]. Product activation is required to use this product...”

-or-

“Either your computer is offline or the clock on your computer is set incorrectly, causing a connection error. An Internet connection is required. Please connect to the Internet or adjust your clock and try again.”

-or-

“Please connect to the Internet and retry.”

For Acrobat 8 and Acrobat 3D Version 8, see Activation or connection error | CS3, Acrobat 8.

For other products, see Advanced connectivity troubleshooting.
  “Unable to activate | Macromedia products.” See Error: Unable to activate | Macromedia products.
  E_ADEPT_REQUEST_EXPIRED You’re trying to activate Adobe Digital Editions 1.x or read EPUBs. See Resolve the E_ADEPT_REQUEST_EXPIRED error in Digital Editions.
  E_AUTH_NOT_READY You’re trying to start Adobe Digital Editions 2.0. See Activation errors in Adobe Digital Editions.
24:24 Activation server unavailable. Activation was unsuccessful. You’re trying to activate a CS2 application, Acrobat 7, or Audition 3. See Error: "Activation server unavailable" | CS2, Acrobat 7, Audition 3.
93:-1 Activation denied Contact us. Have your serial number or Adobe ID ready.
93:-3 Serial number has been revoked. Contact us. Have your serial number or Adobe ID ready.
93:-4 Invalid activation number Contact us. Have your serial number or Adobe ID ready.
93:-5 The product does not support the activation server. Contact us. Have your serial number or Adobe ID ready.
93:-8 Invalid serial number. Contact us. Have your serial number or Adobe ID ready.

93:-9

93:-10

An internal server component is unavailable. Try activating after 24 hours. Contact us. Have your serial number or Adobe ID ready.
93:-13 Activation denied. Contact us. Have your serial number or Adobe ID ready.
93:12 Activation unsuccessful. You’re attempting to activate Creative Suite 2 Standard or Premium, or Creative Suite Production 1 over the Internet. Manual activation also fails. See "Activation server unavailable" | CS2, Acrobat 7, Audition 3
101:12037 ERROR_INTERNET_SEC_CERT_DATE_INVALID Your computer clock time is incorrect. Set your computer clock to the correct date and time.

12001

12002

12004

12005

ERROR_INTERNET_<...> An Internet connection is not detected. Causes include connection timeouts due to firewall settings and failure to resolve a host name due to proxy settings. See Advanced connectivity troubleshooting to check your firewall or proxy settings and try again.
129:17   You’re starting CS5.5 on Mac OS in New Zealand. See Error #129:17 | Launch Creative Suite 5.5 product in New Zealand.
194:01 Attempting to deactivate an unactivated machine You’re trying to deactivate the application, but have not yet activated it. See Activate and deactivate Adobe products.
194:110 Activation failed You have already initiated the “Deactivate All” process within the last 72 hours. You can attempt the process again at the end of the 72-hour period. Alternatively, you can contact us. Have your serial number or Adobe ID ready.
194:112 Client clock out of sync Your computer clock time is incorrect. Set your computer clock to the correct date and time.

208:1

208:2

208:3

Error_NetworkFailure An Internet connection is not detected. Causes include connection timeouts due to firewall settings and failure to resolve a host name due to proxy settings. See Advanced connectivity troubleshooting to check your firewall or proxy settings and try again.

213:5

213:10

  These errors are due to a read-only SLStore folder. See Configuration error | CC, CS.

Deactivation issues

What is deactivation?

Deactivation is disconnecting an app or service from a valid user license. You can deactivate an app without uninstalling it from your computer, and you can reactivate it later.

Deactivation issues can sometimes occur—for example, if you can’t access the computer on which you want to deactivate an installed app.

Here are solutions to some common deactivation problems.

Note:

Having deactivation issues with a Creative Cloud app or service? See Troubleshoot Creative Cloud activation errors.

Did you uninstall your apps without deactivating them?

Uninstalling an app from a computer does not deactivate its license. To deactivate an app, follow the steps below for your product. If you uninstalled your app from a computer you can’t access, see Have you lost access to your previous computer?

Choose your Product

Acrobat DC

Make sure you’re connected to the Internet. Reinstall Acrobat Pro DC or Acrobat Standard DC on the same computer on which it was originally installed.

Acrobat DC subscription (purchased via Creative Cloud or Document Cloud)

Do any one of the following:

  • Launch the app and sign in when prompted. Then choose Help > Sign Out [Your Adobe ID].
  • Sign out from the account page. For more information see, Sign out from account page

Acrobat DC (perpetual license)

Launch the app and sign in when prompted. Then choose Help > Sign Out [Your Adobe ID].

 

CS6, CS5.5, CS5, CS4, Acrobat XI, Acrobat X, or Acrobat 9

Make sure you’re connected to the Internet. Reinstall your app on the same computer on which it was originally installed. In the app, choose Help > Deactivate.

CS2, CS3, or Acrobat 7, 8, or 3D

Our aging activation servers for earlier versions of Acrobat and Creative Suite (CS) applications had to be retired. Without the activation servers, these applications display an activation or connection error when trying to verify a license. To install a version that doesn't require activation, see either Error: "Activation Server Unavailable" | CS2, Acrobat 7, Audition 3 or Activation or connection error | CS3, Acrobat 8.

Affected applications include: Creative Suite 2 and 3 applications, Acrobat 7 and 8 (Standard and Professional), and Acrobat 3D Version 8.

For more details, see Activate and deactivate products.

Have you lost access to your previous computer?

If you cannot access the previous computer on which you installed the app—whether it was stolen, was lost, crashed, or locked—you need to contact Adobe to deactivate the app.

If you upgraded your computer’s hardware, replaced a hard drive, upgraded your operating system, or reformatted your computer before deactivating your software, you may have disrupted the activation connection.

Contact us. Have your serial number or Adobe ID ready.

Deactivate option dimmed or missing?

If the software you’re trying to deactivate is part of a suite, deactivate another app in the suite. Launch any app in the suite,  and then choose Help > Deactivate.

If your company purchased the product under a volume licensing agreement, the deactivate option isn’t available. Contact your volume licensing administrator for help.

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