Myriad Roman/Italic - font licensing issue?

Dear all,
I'm asking your help regarding a small issue with the Myriad Roman and Myriad Italic font.
Today I opened an "old" document I created in a previous Illustrator version (CS 6). But when I wanted to save it into a pdf file, a bad message told me some parts of the file can't be saved due to font restriction: The font Myriad-Roman could not be embedded in the PDF document because of licensing restrictions. Stroke text will not be visible.
How can I manage this? I have a lot of documents with Myriad Roman or Italic in it, so this is very disturbing for me right now... :-/
Thanks in advance fo your help

The fact that you freely “downloaded” these fonts makes this all very suspicious.
Yes, you can replace these Myriad typefaces with the equivalent Myriad Pro OpenType typefaces, some of which were bundled with CS6 and earlier software. The investment in terms of modifying your content is relatively low if you have used styles appropriately and even if not, Illustrator will prompt you if a font is missing and let you globally replace (you would of course, remove those crufty, possibly hacked old Myriad typefaces first). If you don't have access to those previously bundled, the cost of getting a license for them in both $ and time is quite low compared to other alternatives.
- Dov

Similar Messages

Font Licensing Issue

I've just been handed an InDesign file that has lots of text set in Futura Medium. This font was provided to me, and I installed it in Font Book. InDesign opens the file OK, but my first attempt at exporting a PDF (for the printer) results in an error message:
"1 problem was found with a background task:
Futura Medium: This font coudl not be embedded due to licensing restrictions in the font. As substitute font will be used if it supports the glyphs used in the restricted font. The PDF will nto be created if the glyphs cannot be represented."
So apparently I can't use their font, which is no surprise, eh? I went online and bought Futura Medium BT from MyFonts.com and installed it.
But how can I force InDesign to use the newly installed Futura Medium BT, without having to select every text instance using (the old, licensed) Futura Medium?
I would have thought removing the client's Futura Medium, restarting InDesign and opening the file again would force me to choose the NEW font I just installed, but it doesn't. YIKES!!! Now what do I do? If I can't export out a PDF that works, I'm stuck. (The resulting exported PDF has garbled text due to a substitute font being used. And the color fills are all black, too.)
Any suggestions? It would take forever to select each text block (on many different layers and pages) and change it to the newly installed Futura Medium BT.
Thanks!

Thank you, Steve.
I haven't changed any preferences or PDF settings since I recieved these project files.
This is the ink manager dialogue box:
I've never had to change anything in Ink Manager in my life, to be honest with you.
The default PDF export setting on my machine (Mac OSX 10.8, Adobe CS6) result in Pantone 1905C being represented as solid black.
Thanks again.

Font licensing and EULA: Adobe Type Basics OpenType Edition

Hi all,
I'm not necesarilly working with graphic design daily. However, I may have to replicate a design for a publication that uses Adobe Garamond Pro, which is why I got interested in Adobe - Fonts : Adobe Type Basics OpenType Edition.
However, before I shell out the cash, I'd like to ask a few questions about related EULA's and font licensing issues - as the last thing I want to do is buy something, and then end up sued/financially destroyed/imprisoned anyways. (which is why I prefer with open fonts & software - at least no worries about prison, in case of misunderstanding the legalese)
So, here are the questions:
I am a Linux user, and I primarily intent to use the fonts with xelatex. On the download page, there are two options: "Win" and "Mac". Which one should I choose? Related question: Adobe Forums: Install a Mac font on a PC:Windows can use OpenType, Windows Type1 and Windows TrueType fonts. Windows cannot directly read Mac TrueType or Mac Type1 fonts.
Macintosh can use OpenType, Mac Type1, Mac TrueType, and Win TrueType. Adobe products can read some Windows Type 1 fonts if installed in the correct folder.
Versions - possibly unrelated, but I've found this old comment from 2003 for 'Adobe Type Basics 5.0 Mlp (CD-ROM)':Unfortunately, this product includes fonts in the older PostScript "Type 1" font format instead of the newer OpenType format. Adobe sells an OpenType edition of Adobe Type Basics, but this is a download-only product. I wish Adobe would sell the OpenType Edition on CD.... so just to make sure: I would definitely download the OpenType if I buy from the above Adobe - Fonts : Adobe Type Basics OpenType Edition link, right?
Re-download - the Adobe Type Basics page doesn't mention the file format of the download, nor its size. With bought fonts, I'd consider installing whatever I need for as long as project lasts, then deleting everything from my computer, since I don't like proprietary stuff sitting on it. Thus, I'd be interested in re-donwloading the Adobe Type Basics package. So is this package a zip file or similar, if so - how big is it? Can I download the file multiple times after purchase? Is the number of times I can redownload limited?
I may have to do (in a role of page layouter for an academic institution) a document for a relatively big academic publisher (Springer); and I have little idea about how font licensing works there. Let's say I prepare a PDF which uses Adobe Garamond Pro, and embeds that font. Is it legal for me to just send that document to the publisher for printing, if I had purchased the Basics OpenType edition? I'm worried because I found in Adobe Forums: Install a Mac font on a PC:As I understand it, print service providers are required by the font EULA to own the font even though the customer provides it.
I suggest you ask your customer to purchase the modern OpenType versions of the fonts. ... but then, Springer are "publishers", not "printers"? How worried should I be about this? Should I ask for confirmation in writing from them, that they own the particular embedded font? Then again, since in this case I'd be working for an academic institution as page layouter, should the academic institution also buy the font? If the academic institution already owns the font, am I legally obliged to own it as a page layouter (even if I'd use that font on the institutions computers with licensed fonts on them)? I'm pretty sure I'd be legally obliged to own it if I intend to prepare the layout on my own computer, is that correct?
The download page mentions for "End User License": 5 computers. Say I install one Adobe Garamond Pro on one computer, use it there for the duration of a project, and then delete it from the computer. Is this computer then still counted towards the number of seats?
Occasionally, I have my personal notes and such typeset in Latex, and here I send them to a printer (as in, "print service provider") to print 2-3 copies in softcover for personal use. As far as I understand it, this does not represent a "published" book (and so there isn't a "publisher" institution as in the Springer example above). So, in this case, again the same situation: let's say I prepare a PDF which uses Adobe Garamond Pro, and embeds that font. Is it legal for me to just send that document to the print house for printing, if I had purchased the Basics OpenType edition? How worried should I be about this?
Other neat related links I found:
Adobe Forums: Font EULA Question Re: Selling Logos;
Adobe Forums: font liscensing: upgrading from print to digital ...
Well, I believe this is all I have for asking (for now) - thanks in advance for any answers!

I am a Linux user, and I primarily intent to use the fonts with xelatex. On the download page, there are two options: "Win" and "Mac". Which one should I choose?
Related question: Adobe Forums: Install a Mac font on a PC:Windows can use OpenType, Windows Type1 and Windows TrueType fonts. Windows cannot directly read Mac TrueType or Mac Type1 fonts.
Macintosh can use OpenType, Mac Type1, Mac TrueType, and Win TrueType. Adobe products can read some Windows Type 1 fonts if installed in the correct folder.
If you want Adobe Type Basics OpenType edition, then the fonts support multiple platforms. OpenType fonts work on Mac, Win and Linux systems.
Versions - possibly unrelated, but I've found this old comment from 2003 for 'Adobe Type Basics 5.0 Mlp (CD-ROM)':Unfortunately, this product includes fonts in the older PostScript "Type 1" font format instead of the newer OpenType format. Adobe sells an OpenType edition of Adobe Type Basics, but this is a download-only product. I wish Adobe would sell the OpenType Edition on CD.... so just to make sure: I would definitely download the OpenType if I buy from the above Adobe - Fonts : Adobe Type Basics OpenType Edition link, right?
Yes, the Adobe Type Basics Open Type Edition would provide you with OpenType versions of the fonts. Sorry that we don’t offer all the different fonts, font families and variations on CD-ROM, but it would be cost-prohibitive to make all those versions, and font software is relatively small compared to application software. That said, Our font EULA (End User License Agreement) which can be found at: http://www.adobe.com/type/browser/legal/pdfs/wf_EULA071111/EULA5seat_USEnglish07.11.11.htm l states: “2.5 Backup Copy. You may make a reasonable number of backup copies of the Software, provided your backup copies are not installed or used for other than archival purposes.” So you can make your own CD-ROM.
Re-download - the Adobe Type Basics page doesn't mention the file format of the download, nor its size. With bought fonts, I'd consider installing whatever I need for as long as project lasts, then deleting everything from my computer, since I don't like proprietary stuff sitting on it. Thus, I'd be interested in re-donwloading the Adobe Type Basics package. So is this package a zip file or similar, if so - how big is it? Can I download the file multiple times after purchase? Is the number of times I can redownload limited?
The file format is OpenType (CFF). I would recommend making a backup copy of these fonts if you don’t want to keep them on your system. Our Electronic Software Download service is not meant to be used for storage.
I may have to do (in a role of page layouter for an academic institution) a document for a relatively big academic publisher (Springer); and I have little idea about how font licensing works there. Let's say I prepare a PDF which uses Adobe Garamond Pro, and embeds that font. Is it legal for me to just send that document to the publisher for printing, if I had purchased the Basics OpenType edition? I'm worried because I found in Adobe Forums: Install a Mac font on a PC:As I understand it, print service providers are required by the font EULA to own the font even though the customer provides it.
I suggest you ask your customer to purchase the modern OpenType versions of the fonts. ... but then, Springer are "publishers", not "printers"? How worried should I be about this? Should I ask for confirmation in writing from them, that they own the particular embedded font? Then again, since in this case I'd be working for an academic institution as page layouter, should the academic institution also buy the font? If the academic institution already owns the font, am I legally obliged to own it as a page layouter (even if I'd use that font on the institutions computers with licensed fonts on them)? I'm pretty sure I'd be legally obliged to own it if I intend to prepare the layout on my own computer, is that correct?
Wow! Lots of questions here. First of all, publishers publish. Printing is just one form of publishing. Embedding information for Adobe fonts can be found at the following:
http://www.adobe.com/type/browser/legal/additional_licenses.html
http://www.adobe.com/type/browser/info/embedding.html
If you send a file to a print service provider and send a copy of the font along as well, then the printer needs to own a valid copy themselves. If you send the print service provider a PDF version of the file, then you can embed the font in the PDF (but you would not send the a raw version of the font). In this case, the printer doesn’t need the font, because it is embedded in the document.
The download page mentions for "End User License": 5 computers. Say I install one Adobe Garamond Pro on one computer, use it there for the duration of a project, and then delete it from the computer. Is this computer then still counted towards the number of seats?
If you buy a license for Adobe Garamond Pro, you have up to 5 seats. So, it can be installed on a maximum of five computers at your company. It is that simple to be in compliance. If you were to obtain Adobe Garamond Pro by purchasing Adobe Type Basics OpenType Edition, then you can install the entire set on up to five computers at your company. You are licensing the set, and the fonts cannot be split up and used across multiple users at your company.
Occasionally, I have my personal notes and such typeset in Latex, and here I send them to a printer (as in, "print service provider") to print 2-3 copies in softcover for personal use. As far as I understand it, this does not represent a "published" book (and so there isn't a "publisher" institution as in the Springer example above). So, in this case, again the same situation: let's say I prepare a PDF which uses Adobe Garamond Pro, and embeds that font. Is it legal for me to just send that document to the print house for printing, if I had purchased the Basics OpenType edition? How worried should I be about this?
Yes. It is legal to send the document to a print service provider with the font embedded in PDF. You are printing a document, and your interpretation of what it means to “publish” or be a “publisher” is not relevant. The words don’t even appear in our EULA.

Myriad Roman licensing restrictions on someone else's template:

Hello!
To elaborate - I'm working on a CD artwork, and I'd like to upload all the designs as PDFs. This is the first time I've done work on these documents on the computer I'm on now, and when I went to save my Illustrator file to a PDF after some new edits, I got a message that the font Myriad-Roman would not embed because of licensing restrictions. Where there used to be some text in the template, there is now just a bunch of gibberish.
I'm at a loss, because the font is not something I've placed in the document, it's a font that was part of the template I'm working with from disc makers. I don't know how to fix the issue, or how to get around it. Any help would be appreciated!
Thanks.

Hi Dov,
While I'm not specifically sure about the font's origins, I am positive it is not part of the Myriad Pro family, as that has been a part of my font library since purchasing the Adobe CS6 package a couple of years ago, and has worked fine the whole time. From what I could tell in other searches and forum answers here, Myriad Roman is part of an older font package distributed by Adobe. With that being said, I may still be able to find something off if I check the file access privileges, so I will try that.
The reason I'm not sure how to resolve the issue is because the template is still vital as part of the files that I need to send off. I'm not familiar enough with their workflow to know whether or not changing something like that in the template could accidentally affect their ability to use the data to print the images. I think the chances of causing a problem by just changing the font in the template to Myriad Pro are small/negligible, but until I can contact the company tomorrow I won't know for sure.
My hope was that there was some kind of fix for the licenses/authorization, or that there was some original files I could buy/download to have the proper rights to use the font in the template and just not worry about it.
If you've got any other useful information that could help in those regards, I would be extremely grateful!
- Josh

Font embedding issue

I'm using Adobe Acrobat 9 Pro.
The font "Helvetica" will not embed on a PDF document that I have using the "Embed all fonts" pre-flight. The actual font is 'Arial MT' (which is in my font library) but even the ArialMT fonts here are embedding as type 2 CID fonts:
Fonts prior to embedding:
I use the "Embed fonts (even if text is invisible)" preflight, then the fonts look like this:
I've looked up that "Helvetica" font for purchase and the closest I found was the "HelveticaLTStd-Roman" font (according to the Adobe font cross reference list) so I've purchased and installed the font but it still won't embed.
Anyone know how can I get this font to embed? Do I need to purchase a different font (Helvetica-Medium)? Or is there something else going on?

I'm experiencing a related font issue in Illustrator: I'm unable to embed fonts in a PDF using Illustrator CS5.5 (Mac OS X 10.7). An Illustrator message says that their is a licensing restriction that prevents embedding the fonts in the PDF. The original ttf and otf fonts were initially purchased for a Windows machine years ago, and many of them came with Illustrator. I've embedded fonts in a PDF using Illustrator (on the Windows side) without a problem for many years.
Is this a font installation issue? Since the "installation" process is different for a mac, is it possible the fonts were not "activated" when they were copied to the library/fonts folder? The fonts do appear in the illustrator file, but not the PDF.
Could this be a Distiller issue? Is Distiller involved when Illustrator saves to a PDF?

Font licensing questions

I have been searching around and trying to confirm a few things that I *think* I know but it's all very confusing to me:
- My client wants to publish an ebook, which will actually just be a PDF displayed online (rather than a Kindle ebook, etc.). It would likely be downloaded by others, though, for a fee. They would get access to the PDF both online and offline (if they purchase it). We haven't chosen a font, but will probably go with a standard system font (minion, myriad, etc.). Assuming we go with an Adobe font, are we covered legally to use the typeface in this way?
- Am I correct in telling the client that if we use a system font (say, minion), and they have it on their computer as well, they may also use it for their further commercial purposes without worrying about getting a license? I understand that a license would come into play only if they did NOT have the font on their computer.
- What about for web use? if we wanted to use a standard font like minion for their website, would we need a separate license? I'm not a web designer -- I focus on static graphics -- but if they hire a web designer later, I want to make sure they can still follow their style guide, which by that point will be suggesting specific fonts to use.
THANKS for any insight.

First of all, rules for any particular font depend on the EULA (End User License Agreement) associated with each particular font. The licences and rules for fonts sourced from Adobe are in many cases much more lenient than those of other font vendors.
In the case of any fonts sourced from Adobe Systems Incorporated directly (either bundled with Adobe applications or licensed from Adobe via its website, etc.), there is no issue whatsoever with regards to embedding such fonts in PDF or EPS files. Thus in your first case, a PDF-based ebook, you are OK. There are no additional license or royalty fees to use and embed fonts you licensed from Adobe in such publications.
Make no assumptions about so-called system fonts. And by the way, the Minion family from Adobe is absolutely not such a system font; if it is installed on your system, it is there either by virtue of it being bundled with Adobe applications or explicitly installed by you after licensing it from Adobe. The fonts installed on MacOS or Windows by the operating system itself or by Microsoft Office (for example) are not “free fonts.” They are subject to the licensing terms of Microsoft or Apple or possibly whoever provided those fonts to Microsoft or Apple. Again, make no assumptions.
Web use is more complicated. If you are rastering text into a .png or .jpg file for display on a web page using Adobe fonts, you have no further licensing issues. If you are trying to use “live type,” then a whole additional set of licensing issues come up. You should look at <http://www.adobe.com/products/type/font-licensing/licensing-faq.html> for an FAQ that explains web font usage. Adobe explicitly offers solutions for web use at <http://www.adobe.com/products/webfont.html> with additional information on how to license and use fonts on websites.
Hopefully this gives you the information you need.
- Dov

Font licensing for use with CSS3 in web pages

Hello,
most of you probably know that with CSS3 and using @font-face tag u can embed a font on your web page.
But since for using this tag u must upload the original OTF font file to the server i am wondering how does this conflict with licensing issues.
I would like to use Myriad Light font for headers on my webpage but am concerned about this issue. Do I need any additional licenses and and where can i get them.
Hope anyone can anwser this
Best,
S

Hi Jonathan,
if you stop your cloud subscription the included typekit subscription ends, too. Therefore websites that use typekit fonts won't display them anymore. (Text will be displayed with your fall back font or your browsers default font.) To keep your websites working as you intended you need to keep paying for a typekit subscription.
See also:
http://forums.adobe.com/message/5336533
http://help.typekit.com/customer/portal/articles/6618-cancel-your-account
To answer your question 3:
Cloud includes a typekit Portfolio subscription. So the page view limitations of the portfolio subscription apply.
https://typekit.com/plans
I haven't found out about the usage of desktop fonts, after you end your subscription. I doubt that Adobe allows to use the fonts when the subscription is cancelled.
Marcus

PDF Merging and font dropping issue

Please advise me the difference between the process of combine PDF and single page insertion in existing PDF through Adobe Acrobat. The reason being in single page insertion we are experiencing font drop issues whereas when we use combine PDF option then no problem is there.
Thanks
Kailash

Post Author: V361
CA Forum: Exporting
You may need to check the Font's. Even though you may be sending ( and I am just making this up ) Times New Roman 12, the PDF may be using Times New Roman 10.
Anyway, the export to PDF does not support all the fonts that you can use in CR.... Or at least it does not appear to.

Font licensing for eBooks (epub with @font-face)

Hello,
The ePub format supports - as you may know - the CSS2 @font-face, but Adobe's fonts aren't directly embeddable that rule.
At the moment, there are not FAQs or license terms specifically written for ePub (or other kind of ebook formats) so I'm going to refer to the currently available documents I found on the web.
A Typblography blog post (http://blogs.adobe.com/typblography/2010/10/web-font-licensing.html) clearly describes the difference Adobe sets between "embedding" and "serving" a font.
Epub format - unfortunately - lies in a sort of no man's land, because it is a zipped container of browsable documents (xhtml files, stylesheets, images, fonts), so it can be considered a self-contained and portable document, but at the same time, it doesn't protect the fonts from unauthorized use.
Also the Adobe Font Licensing FAQs (http://www.adobe.com/aboutadobe/antipiracy/ff_faq.html) partially clarify the field of discussion.
The Adobe's proprietary font obfuscation feature, supported by Adobe Digital Editions, can be easily overridden with few lines of python code.
Adobe doesn't allow for @font-face embedding but let authors access to use its fonts via specialized web font services such as Typekit.com which can't be used by ePubs because of its offline nature.
My questions are:
Can I use an Adobe licensed font (i.e. Minion Pro) in an ePub ebook using @font-face?
What kind of license or agreement should be used?
Is there a dedicated contact for licensing-related issues (the [email protected] address just bounces back)?
Indeed, I can already download some ePubs featuring the Minion Pro typeface. I.e: "Il fu Mattia Pascal" edited by Mondadori (the most important italian publishing company) and freely downloadable from the LaFeltrinelli store (http://www.lafeltrinelli.it/products/9788852013089/Il_fu_Mattia_Pascal/Luigi_Pirandello.ht ml).
That makes me confident that an arrangement is possible, isn't it?
I hope to hear soon from you, as I'm writing also on behalf of some others italian ebook designers.
Thank you,
Matteo Balocco

Great question. Did you ever get a reply?
Steve

Embedded italic font using faux italic

I'm experiencing an issue while trying to create an embedded italic font using DefineFont 4. My problem is the font I'm targetting doesn't include an italic variation. Is there a way to create an italic (or bold for that matter) font using faux italic?
Something like:
Embed(source='../font_src/myFont.ttf', fontName='_MyFont', cff='true', fontStyle='fauxItalic')]
public static var _font:Class;
Thanks in advance for any help you can provide.

Disclaimer: I am just guessing on all of this since I have never used that font and I am still on Mac OS 10.5.8.
Are you really on Mac OS 10.6.6? I think I read here that there were some font issues that were fixed with 10.6.7 or an update that came after it. Try downloading the updater and see what that does. Next I would try the font in Pages if you have it. If you don't, try it in TextEdit and see if it works there.
If neither of these work, try to delete the Keynote Preferences to see if there was something there that was messing with the font. You can find it in the folder Macintosh HD>Users>your username>Library>Preferences and the file is called com.apple.iWork.Keynote.plist.
Message was edited by: Kelly Coull to add the last paragraph

Myriad Pro Light Font not working

Dear community,
Since I upgraded to Snow Leopard, my Myriad pro Light font won't work and I can't reinstall it. I get the "serious error" message in Font Book. All the other Myriads work, including the Myriad Pro Light Italic font. Do you know, what's wrong?
Thank you.

I can't reinstall it. I get the "serious error" message in Font Book.
There is no need to pay any attention to Font Book. Just manually put the font in one of the Library/Fonts folders.

Font Licenses for DPS App folios

I'm trying to get my head around font licenses for DPS apps. When publishing folios in PDF format isn't everything converted to images on export? I've found font licenses that have an app embed option but say that anything part of an "image" does not require an app embed license but rather just the regular user license. I understand that different foundries will have different licenses and agreements but any insight into general font use with DPS would be much appreciated. Currently my apps are iOS only but we may explore Android in the future.

Bob, I appreciate your quick reply and expanding on the Typekit licensing, which very clearly specifies where DPS is covered. Though, I was hoping for a little more effort in response, or inquiry as to how you can better address the question. I tried calling Adobe to see if I could get some quick answers, but I did not receive support and was redirected to use the forum.
I want to better understand the technical aspects of the DPS product so I can lean it against each foundries terms. Because the additional licenses are very expensive, literally thousands of dollars for myself and colleagues in some cases if we need something more than a desktop license. Neil answered it some above, but I need a little more clarity...
I have researched and contacted a few different foundries and none of them have been able to give me a sense of confidence that they really understand what is being done with DPS and I could only articulate it in part. One foundry said I need an unlimited ebook license. Another said I need to buy a new ebook license for each digital magazine issue and also possibly an app license as well.
A specific case is with FontSpring.com. They said I need an unlimited ebook license, but their terms say a desktop license includes embedding the font in a PDF and then selling that PDF. But when I asked about it a little further, they interpreted DPS published magazines in PDF format as needing an ebook license as well because of how it is produced and delivered to mobile devices, with the addition of slideshows, etc..
Please help me understand and I'd like your opinion: When I create digital folios with DPS and the article format is PDF, should the product just be considered another method of delivering PDF content (even though it's going through an app and delivered to mobile devices)? Or is it something more? As Neil said, the fonts aren't evenly fully embedded, but rather a subset. Most places are trying to tie it into ebook licensing because it seems like more than a PDF that is sold, and it jumps pricing way up. Is it really more than a PDF and more like an ebook?
Thank you.

Licensing issues - embedding SQLJ translator

I would like to find out what it would cost to license the SQLJ translator for embedding it my company's product. Can you tell me who I might need to contact to find this out?
- Uhyon

There's actually two issues here that need attention. If you're just outputting to default DPS folios then the pages become for all intents and purposes images so there's no real font-related issues. The more difficult area is if you're embedding your own html files that use Adobe fonts. I'd imagine things get more coplicated here.

Italic Font problem

Hi i am working in an application where we works in sinhalese language,we dont find any solution to display sinhalese charecter in italic font, is there any solution of it.
Thanks in advance

Ah, an extra 'e' in the name. It looks like that font does not have italic glyphs. It also has the problem where it's merely mapping Roman characters to Sinhalese, so if I turn on a Sinhalese input system I can't type in TLF with that font.
TLF requires relatively current font technology for Sinhalese - we're looking for a Sinahla OpenType table that lets us work with Sinhalese input systems. Try one of the fonts on this page: http://www.wazu.jp/gallery/Fonts_Sinhala.html. Iskoola Pota is the only one I've actually used, but as I said before it does have italic glyphs.

Adobe acrobat 9 pro installation/licensing issues

I installed my licensed copy of Acrobat 9 on a new Windows 7 system. Acrobat launched but would not open files and shuts down on attempt. Message is "Licensing for this product has stopped working" with subtext "You cannot use the product at this time. You must repair the problem by uninstalling and then reinstalling this product or contacting your IT administrator or Adobe customer support for help."
I doubt any of you have a solution, so I simply remark on what transpired as a warning and complaint:
1. I went to Adobe databse and found that a patch was provided to correct installations/licensing problems on windows 7. I downloaded it and installed per instructions. It did not resolve the problem.
2. I uninstalled/reinstalled several times. no resolution.
3. I called customer support and was outsourced to someone who knew little and first sent me to a kb article having to do with 'expired licensing' even though I clearly informed them that the message and the fact had nothing to do with expired licenses. They finally referred me to kb405970 on "Licensing has stopped working". I tried all of the applicable solutions (methods 1-6) and none of them worked. Now I will have to wait until tomorrow (though I had pressing work to do today) to contact support again. I fear I will get another outsourced tech who knows little and wastes more of my time. Such is Adobe's way of supporting paid and licensed product users.
I understand and sympathize with Adobe's wishes to protect its products from piracy. However, I expect and paid for a product which works on major and supported operating systems like windows 7. I also understand that if MS or Mac put out a new OS or version, it may require certain adjustments or updates on Adobe's part. What I do not understand (or have patience with) is that 1) Adobe failed to provide a patch that works; 2) that it then sends me to an outsourced customer service tech who didn't have the knowledge to correct the problem and gave me the wrong information to begin with*. What I finally got was the kb article with a series of multi-step instructions for several methods, none of which worked. This is an unprofessional and unethical response to those of us who have paid for our product and expect it to work under reasonable conditions in a supported environment. This is not an acceptable good-faith effort to resolve issues for which Adobe should take full responsibility.
If any of you do happen to have a real solution (or had a similar problem) do let me know....
*The first thing the outsourced tech wished to do was get onto my machine via a remote connection, before anything was tried other than giving them the error message and have them provide me with the wrong information. It became clear that this person had less knowledge than I do (which isn't saying much) and there was no way I was going to permit a clueless techie to crawl around in my machine and fiddle with settings. That is simply asking for trouble. I'm perfectly capable of opening panels and following instructions myself. DC should be the last thing tried; not the first.

Bill, I tried as you suggested - installed every update from 9.1 through 9.3.4. The 'license not working message persists'. The only change was that now Acrobat will not close and must be forced to shut down from the taskbar menu. I appreciate the suggestion though.
Called Adobe (Manila) again, within the hours given on their contact page for installation and licensing issues, and was told "It's Sunday, nobody here can help you". Finally, after an hour of hammering got them to get me a supervisor (their script says to tell the customer there "Is no supervisor available on Sunday" - Finally the "supervisor", Alvin, suggested I need a new serial number and left me on the line while he called someone else to get on. Cameback and informed me that he couldn't get one, I'd have to call Monday (how's that for having solutions?) Result: wasted more time and had more delay on my project.
Conclusion: Adobe has become obsessed and 'piranoic' about piracy and licensing to the extent that they put that first and client/customer needs second (if that). After reading a lot of online 'Adobe Sucks' forums, I'm inclined to believe Adobe is shooting itself in its own foot and is not going to be a reliable method of presentation/document transmission in the future - service and support is an integral part of software and other concerns such as piracy or licensing need to be transparent to legitimate users. Sad that they spend so much time on this, when they need to be fixing real problems. As well, these outsourcing Philipines companies are poor substitutes for good support - they are so scripted and obsessed with regulations over solutions that it is clear that only the most persistent users will get anywhere with them. As a frontline of contact with after-sale clients, they are going to cost Adobe a lot of potential business in the future, whatever their short-term savings. Too bad. Adobe used to be a leader in the market.
Next round: Calling Manila again this am. to be continued...

Myriad Roman/Italic - font licensing issue?

Similar Messages

Maybe you are looking for