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D
dal1980
Participant
September 3, 2020
Answered

Having issues with Adobe Acrobat Pro Not Genuine Notice

  • September 3, 2020
  • 1 reply
  • 1661 views

Hi

I've been directed here by an Adobe representative to get support (seems weird that this is the place for official support but okay).

I'm not a professional user of the Adobe Suite but I've used it in various places. I decided that it would help my hobby art/design projects that I do every once in a while. I found a trusted seller on an Auction site last year and put some money behind buying a copy of CS6 Master Edition. I couldn't find any official selling place for CS6 other than this Auction site as people were selling off their old products to go with the new subscription services Adobe is offering. There is no way I could have afforded that and pointless for the amount of times I open the software up.

 

To be clear, I vetted the seller as much as I could and everything seemed genuine at the time. After purchasing I then checked directly with Adobe about the authenticity of the key and made sure this was all above board. I have this in writing so all is good. I don't like seeing the notice that has just started popping up today on my Adobe Acrobat Pro which reads;

 

"This copy of Acrobat is not genuine Adobe software. Your computer and documents are at risk. Click HERE to resolve this issue. For more information, vist www.Adobe.com/genuine"

 

My programs installed as part of the Master Edition suite are all fine, it is only the Adobe Acrobat Pro that is showing this message and I feel like there is something wrong (ver 10.1.16) all up to date. 

 

Adobe Illustrator CS6 16.0.0 (64-bit) is fine, no notices

Adobe Photoshop CS6 13.0 (x64) Extended is also fine, no notices

Adobe Premier Pro CS6 6.0.0 (319) is fine, no notices

etc. I don't use the full suite but you get the picture

 

(CS6 Windows Edition installed on Windows 10)

 

Any suggestions as to what the problem could be?

 

**update: For some reason these notices have stopped popping up, not sure what is going on... could it have been an issue with some validation server? Question still kind of stands as it would nice to know how I stop being called a non-geniune user***

 

Many thanks

 

This topic has been closed for replies.
Correct answer Dov Isaacs

On behalf of Adobe …

 

Whoever the “Adobe representative” was who directed you here for “support” should never have sent you here. Most of the participants in these communities are not Adobe employees and those of us who are Adobe employees have no access to the serial number / activation databases. No one can assist you here.

 

I have forwarded your message to persons within Adobe who should be able to get back to you, probably by e-mail initially, to try to ascertain what is going on and how to resolve the issue.

 

In the future, if you ever get some type of silly response to go to the Adobe Communities from some Adobe Customer Support representative, ask to be transfered to their manager. Get names and case numbers so that these poor support issues can be followed up upon.

 

As to why you got that message with regards to “not genuine Adobe Software,” all I can do is speculate, especially if you did call Adobe to ascertain the validity of the serial number. We have seen situations in which somebody purchases an enterprise/group license for an Adobe product for use within a single organization and location, allowing for a set number of users and possibly for a set period of time and then “unbundling” that package to unsuspecting victims in a secondary market. If that time period expires, conceivably you might get a message questioning the license. Similarly, if Adobe sees suspicious attempts to activate a product with a single group serial number other from the organization to which that enterprise/group license was issued, the serial number may become invalidated on the basis of fraudulent use. Regrettably, even what appears to be a “trusted seller on an auction site” might themselves be the victim of a scam by someone else. But this is only speculation! You will need to talk directly with someone in Adobe Customer Support who can advise as to what is really going on.

 

Also, for future reference, Adobe does provide a means of legally transferring software between users (assuming the software wasn't used as the basis for an upgrade to a newer version). See https://helpx.adobe.com/x-productkb/policy-pricing/transfer-product-license.html. This process should be followed before finalizing any such purchase!

 

By the way, the reason you can't find the CS6 Master Suite (or any of the component applications) available from authorized Adobe resellers is that this software has been discontinued for quite a few years now.

 

Again, on behalf of Adobe, I apologize for the improper handling of this situation.

 

1 reply

Dov Isaacs
Dov IsaacsCorrect answer
Legend
September 4, 2020

On behalf of Adobe …

 

Whoever the “Adobe representative” was who directed you here for “support” should never have sent you here. Most of the participants in these communities are not Adobe employees and those of us who are Adobe employees have no access to the serial number / activation databases. No one can assist you here.

 

I have forwarded your message to persons within Adobe who should be able to get back to you, probably by e-mail initially, to try to ascertain what is going on and how to resolve the issue.

 

In the future, if you ever get some type of silly response to go to the Adobe Communities from some Adobe Customer Support representative, ask to be transfered to their manager. Get names and case numbers so that these poor support issues can be followed up upon.

 

As to why you got that message with regards to “not genuine Adobe Software,” all I can do is speculate, especially if you did call Adobe to ascertain the validity of the serial number. We have seen situations in which somebody purchases an enterprise/group license for an Adobe product for use within a single organization and location, allowing for a set number of users and possibly for a set period of time and then “unbundling” that package to unsuspecting victims in a secondary market. If that time period expires, conceivably you might get a message questioning the license. Similarly, if Adobe sees suspicious attempts to activate a product with a single group serial number other from the organization to which that enterprise/group license was issued, the serial number may become invalidated on the basis of fraudulent use. Regrettably, even what appears to be a “trusted seller on an auction site” might themselves be the victim of a scam by someone else. But this is only speculation! You will need to talk directly with someone in Adobe Customer Support who can advise as to what is really going on.

 

Also, for future reference, Adobe does provide a means of legally transferring software between users (assuming the software wasn't used as the basis for an upgrade to a newer version). See https://helpx.adobe.com/x-productkb/policy-pricing/transfer-product-license.html. This process should be followed before finalizing any such purchase!

 

By the way, the reason you can't find the CS6 Master Suite (or any of the component applications) available from authorized Adobe resellers is that this software has been discontinued for quite a few years now.

 

Again, on behalf of Adobe, I apologize for the improper handling of this situation.

 

- Dov Isaacs, former Adobe Principal Scientist (April 30, 1990 - May 30, 2021)
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