Can't input serial number for Adobe CS6 Photoshop and Illustrator

Forum|Forum|2 years ago
March 24, 2023
2 replies
4406 views

Hi, in our company we have new Creative Cloud plan, but also old CS6 Photoshop and Illustrator.

Due to a hard drive failure we needed to reinstall everything. Licence key for CS6 has been used but instead of that a window popped up with an old Creative Suite 6. It wants a serial number. When I'm using serial from the product it says: (attachment)
The serial number you entered has been revoked.
This product cannot be licensed.

I suspect that this refers to a damaged hard drive and treats the new drive as a new computer, i.e. a second workstation. How to solve this problem?

This topic has been closed for replies.

R

R .30112779hsrz

Participant

kglad

Community Expert

@R .30112779hsrz

contact adobe support to confirm there's a problem and find out what that problem is. (eg. often it's a vendor that illegally sold enterprise serial numbers to individuals not found by adobe until years after the sale.)

there are 2 ways to contact adobe; chat and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

kglad

Community Expert

replacing any hardware is always going to trigger a relicensing requirement for adobe products, so that popup is expected.

unfortunately for you, there's probably nothing you can do to restore that serial number, https://helpx.adobe.com/x-productkb/global/invalid-revoked-serial-numbers.html

otoh, you can use your cc license (assuming it's all apps) to use your cs6 (for as long as you maintain your subscription).

Nancy OShea

Community Expert

Creative Cloud desktop app does not include CS6 versions of software (except for a few discontinued apps like Muse & Fireworks). And that's assuming the user has an older computer that can support them.

Practically speaking, there's no reason to have CC and CS6 installed on the same computer at the same time. Use one or the other. If you have some burning need to use legacy versions, keep those on a separate machine.

Nancy O'Shea— Product User & Community Expert

kglad

Community Expert

@Nancy OShea

cc will take over the licensing of cs6

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