Changed password and still cannot get connected.

I am trying to talk toa customer ervice agent....have done everything correctly and still thehchat box ill not come up.  Spent over 2 hours last night trying to connect to a friend in Canada...problem is there are 4 people with his same name....he ws told to change paswrrod and did but still we cannot gt connected...am extremely frustrated at this point!   This was supposed to be easy but it is far from it!!!!!!!!!!!!
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I think I may understand. There is no password from Adobe for getting an update. So, I think this is the computer's own administrator password, which you will need when you install most software. You chose it when you turned the computer on the first time. And if you forget it you have bigger problems than Adobe Reader.

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