How to deactivate Adobe Acrobat when deactivate is greyed out

I need to deactivate Adobe Acrobat XI Pro before installing the new DC version. But the "Deactivate" option under "Help" is grayed out and remains grayed out. Is there any way I can deactivate it or do I need to call Adobe support?

Thank you.
Daniel LauberAsked:
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Chris MillardCommented:
From what I understand, there is a limit as to the number of deactivations on Adobe products too. Is this a multiple-license that has been installed, activated and then deactivated on a number of machines perhaps?

It appears that the best (only) course of action is to contact Adobe.
Seth SimmonsSr. Systems AdministratorCommented:
open a file
i found before when i had to move my acrobat xi to a new system deactivate was not available; it was available after opening a pdf file.  strange but that's what worked
Daniel LauberAuthor Commented:
Well, it's gotten stranger. This morning the "deactivate" is no longer grayed out, but clicking on it does not trigger the deactivation process. I'm on perpetual hold with Adobe Tech Support right now and I'll post the results when done.

Thanks to everyone for your suggestions.
Daniel LauberAuthor Commented:
My online chat with Adobe support was revealing. Support personnel had no clue as to what was going on. Harshit (I did you not), the gentleman who helped me, finally suggested I simply uninstall Acrobat Pro XI. When I protested that I would lose an activation that way, he immediately offered to add an activation to that serial number. When I posed another question to him -- namely is there any way to export your preferences in Acrobat XI to import into Acrobat DC, he referred me to the Adobe forums.

I first uninstalled Acrobat Pro XI using Revo Uninstaller Pro with which I had recorded the Acrobat Pro installation. Unfortunately, that eliminated something too much and when I tried to install Acrobat Pro DC all went fine until the installation tried to do something with the license, running into an Error 28000. After none of the Adobe troubleshooting advice worked, I restored a backup image of my "C" drive from two days earlier, uninstalled Acrobat Pro XI using just the Windows 10 control panel, rebooted, and installed the new Acrobat Pro DC without incident.

So for all practical purposes, my question is closed. Thanks again for the ideas put forward.

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Daniel LauberAuthor Commented:
I'm accepting my own comment as the solution simply because it's the only procedure that worked. I'm just fortunate that I make a weekly backup image of my "C" drive (Windows and applications).
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