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Adobe canceled my serial number, without cause, or proof. Has this happened to anyone else? [2014]

Forum|Forum|11 years ago
September 7, 2014
10 replies
11832 views

Hey,

I bought CS6 the Master Collection about 2.5 years ago. Today, it randomly stopped working. I contacted support, and they said my license had expired, and unless I could provide the original receipt they wouldn't show me my licensing agreement. So I have no software, and they won't prove that it was legal to cancel it.

I bought the full version, they claim it was a student version - which is just inaccurate. I should know. Has this happened to anyone else? I am potentially out of a job as a result, and to me, this is just plain theft.

I plan on escalating this to the ends of the earth. If there are enough of us, perhaps a class-action lawsuit is in order.

Thanks,

Sarah Ryan

This topic has been closed for replies.

Correct answer LouReeves

omg. what an ordeal.

for what it's worth, installed on multiple computers has not (in the past) caused a problem (as long as it's one user installing). typically, with a 3rd attempt at activation, an excess activation message is triggered, not a serial number revocation.

OK, so...
Someone in CS dropped the ball in stating the number had been reactivated. I was transferred to tech support and I have to say, the woman I spoke/worked with was outstanding. Doing remote, she tried twice to install the software and kept getting the same popup. After a few minutes, she came back with a new SN, did a third install and it worked. The SN is permanent, meaning if I have to reinstall, I should be able to use it with no issues. (fingers crossed!) When PS opened, tit was almost unreadable for being so tiny and I asked her how to make the tool bar, etc., larger. She did that for me as well. Never would have thought to do what she did. (DPI change in the folder).
It's been a crazy couple of weeks. Now let's hope my plug-ins go without a hitch.

L

Louann108

Known Participant

The new reason is "Our aging activation servers for earlier versions of Creative Suite applications (CS3 included) had to be retired. You won't be able to activate these apps, as these activation servers are no longer available."

jane-e

Community Expert

@Louann108

Did you ask for Tier 2 support and get a case number? (You may need Tier 3.)

The activation servers were shut down for CS2, CS3, and CS4.

Give them this link. Adobe Customer Care can and does reset activations. Volunteers on the forums cannot. And we cannot override Adobe's decisions.

https://helpx.adobe.com/download-install/kb/activation-deactivation-help.html

Jane

L

LouReeves

Participating Frequently

I gave them the info you gave me and got nowhere. This was the last message: "Please head here (https://adobe.ly/3RWix1f) and select the chat button in the lower-right corner of the page. We can help troubleshoot faster that way. Thanks! ^Rohan"
So I did and the bot couldn't understand the request. I would like to request an re-activation for this but not getting anywhere.

L

Louann108

Known Participant

Wow. 9 years later and they are still doing this. When I tried to install my PS CS6 on my new laptop, I was told that my SN was a fake. Funny, it wasn't a fake for the last 11 years I've used it and had to reinstall it because of crashes, etc.

When I spoke to "customer support", she wanted me to prove it was a legitimate purchase by showing the receipt. After 11 years??
Adobe wants us to purchase their subscriptions, so they are invalidating the software we'd bought previously. Photoshop is my basic-I use Topaz for my finishing work and they have no problem with me re-installing my older software, even giving me help to do so. Adobe, on the other hand is not consumer friendly and very greedy. They know they have us by the gonads.
I paid for this software, I should be able to use it.

kglad

Community Expert

@Louann108

from whom did you purchase?

L

Louann108

Known Participant

I'm pretty sure it was B&H in 2012

jamarshall

Participant

Hi guys,

I'm also an AAU graduate, and my CS6 license was revoked. There was no notice of pending expiration during installation, nor for the entire 1yr and 6 months that it has been installed on my computer. This is outrageous. I recently needed to do some freelance work at home, only to find out my programs will not function. Please rectify this immediately.

- Jonathan M.

P

pixelbruinAuthor

Known Participant

Facebook.com/adobesteals

paperfox

Participant

Academy said "The licenses purchased were for the length of the lifetime of the product (CS6). Since CS6 is being [phased] out the licenses are expiring".

P

pixelbruinAuthor

Known Participant

Paperfox, the interesting thing is AAU says Adobe revoked the licenses without their knowledge, warning, or permission - or so they say. AAU claims to be working with Adobe to fix the issue, at least for alumni who are no longer part of the school's current rules - again, so they say. Alternatively, Adobe has told me that AAU revoked our licenses. I have it all in writing. Someone is lying - question is, who? I blame Adobe squarely because the fundamental truth is there is NO LANGUAGE in our licensing agreements that makes mention of any potential "expiration date." Adobe wrote to me - again, provable - and said they agree that there is no language in the licensing agreement which states it will expire. Once that was admitted, they quickly stopped responding to me. Instead I was told repeatedly, "Sorry for your frustration. We understand how you feel." Patronizing. Illegal. Con-artistry. Petty theft.

I am organizing a class-action lawsuit. facebook.com/adobesteals

Stay tuned! I'm not rolling over. There are thousands of us across the U.S. We will win - eventually.

bushwacker

Participating Frequently

This was briefly posted on my AAU user page on the morning of Sept. 10. By the afternoon it was removed but not before I cut and pasted it:

Hello Academy of Art University Alumni,

We understand that some of you have been experiencing problems with your Adobe CS6 license key. Please note, we have confirmed with Adobe that your serial numbers were not supposed to expire. We are working diligently alongside our partners at Adobe to rectify the issue as quickly as possible.

Thank you for your patience,
Academy of Art University Alumni Association

The fact that it was removed by the afternoon suggests "foul play", yes?

I sent an email to the online help link and have not had a response. I called the Alumni Association and the person that answered would not let me speak to anyone who would know anything about it. She just said she would get an answer and get back to me. She also said she did not know anything about the posting. This whole thing is getting more suspect each day it goes on.

paperfox

Participant

Adobe said "That the Academy got licenses that expire. It was the schools job to inform the students of this."

paperfox

Participant

You guys are not alone. This just happened to me as well.

ChristineM86

Participant

I experienced the same problem last week. Twitter is definitely the way to go - I spammed @AdobeCare until I got a response. They issued a temporary serial number which is valid until March 2015. I will be emailing my educational institution to get an update on their progress with Adobe today. The Adobe Care rep did state that this issue is a high priority and they are trying to resolve it, however this doesn't excuse the fact that the error occurred in the first place. I hope they are actually working on resolving the issue, otherwise I know I will be seeking advice from the ACCC and FairTrading Commission.

Beverley Gray

Community Manager

Hi pixelbruin

We are aware of the expired serial number issue with certain universities and this is being resolved with these establishments.

However, as you explained that you are no longer in school I have escalated this to our serial number team for further advice.

I will get back to you when I have a reply from them.

Kind regards

Bev

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pixelbruinAuthor

Known Participant

Thank you Bev. How long will this take? I can not work until I have my product functioning again, and this is costing me lots of precious time and money. I am very angry that your company stole my property and is making it insanely hard to rectify.

-Sarah

ssprengel

Inspiring

How much did you spend for the software? The CS6 Master Collection currently costs $2600. If you paid substantially less than this, then you likely purchased the student version.

Creative Suite 6

B

BLBrode

Participant

I have been having the same problem. Last week I started receiving a message that my "trial" version of CS6 was about to expire. I received the Master Collection from my college. They told us it was part of our tuition, and I have been using it for two years with no problem. They also told us the serial numbers should never expire.

I spent all Tuesday talking to Adobe employees via chat and got nowhere. After asking that my inquiry be escalated, I was told to expect a call from the senior support team to help resolve the issue. I never received a call.

Finally I called my school and was told that Adobe is deactivating all serial numbers for CS6. I spoke to a friend from school and she said she is also getting messages that her serial number is no longer valid.

I work from home and rely on Adobe software to get my work done. Is there anything that can be done about this?

Thanks,

~Brittany

Beverley Gray

Community Manager

Hi Brittany

Please contact your school who will be able to assist you further.

Kind regards

Bev

B

BLBrode

Participant

Hello Beverly,

I contacted my school and was told that Adobe was deactivating all serial numbers for CS6 users, and if I wanted to continue using Adobe products I will have to sign up for Creative Cloud. I am a freelance contractor and concerned about making monthly payments. I would like to continue using the software I currently own.

P

pixelbruinAuthor

Known Participant

I have already found two other people I know who were treated the same way. Anyone else?

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