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allanm4962140
Participant
April 22, 2018
Answered

Help Needed Regarding Installation

  • April 22, 2018
  • 2 replies
  • 424 views

Hi,

I have a registered copy of LR3.4 running on my old MacBook... which is dying.  The product was purchased outright and then registered on Adobe since 2011.

I have a new mac and was trying to install LR on it.  Adobe sent me the link... I downloaded and ran the install no problem.

However, during the first boot up it asks for my serial number... which I enter... (it's both on my old Macbook and on my Adobe Account).  There's the problem!

It accepted my serial number but then came back and said this is an upgraded product... please also enter the original serial number.  What?  It's the only one I have.  It's the only one on my Adobe account and it's the only one on my old Macbook install. 

Anyone help or have any ideas...  Adobe support was unhelpful at best, saying its the only serial number on my account... Duh!!!   They said to post the issue in here.

I only need this version of LR for my workflow and don't understand why all my serial number info is not on Adobe's site since everything was registered.

I had no such issues reinstalling my PS CS5 thankfully.

Cheers,

Al

    This topic has been closed for replies.
    Correct answer Jeffrey_A_Wright

    Allan, I am sorry but the only copy of Lightroom registered under your account is an upgrade for Lightroom 3.  You will not be able to complete the installation process until you enter the full version serial number for Lightroom 1 or 2.

    Neither version is registered under the e-mail address you used to post to this public forum.  If you feel that you did register the full version of Lightroom to a different account then please contact our support team directly at Contact Customer Care and be prepared with an alternate e-mail addresses or phone numbers that may have been used to register the software on http://www.adobe.com/.

    For more details on how to locate registered serial numbers see http://helpx.adobe.com/x-productkb/global/find-serial-number.html .

    2 replies

    Mohit Goyal
    Community Manager
    Mohit GoyalCommunity Manager
    Community Manager
    April 23, 2018

    Moved to Downloading, Installing, Setting Up

    Regards,

    Mohit

    Theresa J
    Community Expert
    Theresa JCommunity Expert
    Community Expert
    April 23, 2018

    What version of Lightroom did you download and instal? I’m guessing it is newer than Lr3.4 and that is why you are getting the message about it being an upgraded product.

    What operating system is your new computer? I am guessing that it is much newer than your old MacBook and Lr3 likely won’t run on it.

    A
    allanm4962140Author
    Participant
    April 23, 2018

    Hi,

    Thanks for the response.

    The version is LR3 as provided by Adobe and there's no issue running it on my new Macbook.

    The issue relates to the serial number I have on record with Adobe.  Apparently, the product on my old Macbook was upgraded (which I do not ever recall doing) and is at version 3.4.  The serial number on record is for the upgrade and during the first time running the installed software, it asks for the serial number.  When I enter my number, it accepts it but then prompts for another one, along with the message "this is an upgrade serial number, please also enter the original serial number.

    Unfortunately, I purchased the original product back in 2011 and no longer have the disks or box.  I'm just surprised that my original serial numbers are not on file with Adobe (if I upgraded the product as my account says).

    Lightroom 3 does everything I need for my workflow but I'm starting to think this is simply a ploy to get me to sign up for a monthly cloud version.

    It actually looks like I should be able to port my apps to my new Mac from my old one.  Lol.  I'll try that once I get a dongle with ethernet / Thunderbolt.

    Jeffrey_A_Wright
    Jeffrey_A_WrightCorrect answer
    Legend
    April 23, 2018

    Allan, I am sorry but the only copy of Lightroom registered under your account is an upgrade for Lightroom 3.  You will not be able to complete the installation process until you enter the full version serial number for Lightroom 1 or 2.

    Neither version is registered under the e-mail address you used to post to this public forum.  If you feel that you did register the full version of Lightroom to a different account then please contact our support team directly at Contact Customer Care and be prepared with an alternate e-mail addresses or phone numbers that may have been used to register the software on http://www.adobe.com/.

    For more details on how to locate registered serial numbers see http://helpx.adobe.com/x-productkb/global/find-serial-number.html .

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