Skip to main content
lirael423
lirael423
Participant
August 20, 2017
Answered

Help with "serial number you entered is invalid"

  • August 20, 2017
  • 2 replies
  • 2025 views

I bought Adobe CS6 Master Collection in October 2013 through my work's home use program (I work for a university), installed it, entered the serial number, and had no issues for three years.  I reinstalled Windows on my PC in August last year, and ever since then, I keep getting the error message below anytime I try to validate the serial number.  I installed an entirely new hard drive today, and am still getting the same error message.  It doesn't matter whether I enter the serial number during the installation or after opting for the trial install, I still get the same error.  The serial number listed in my Abode account for this product definitely matches the number that I entered, as you can see in the screenshot below.

Does anybody have any ideas about how I can get this fixed?

[personal information removed per policy - https://forums.adobe.com/docs/DOC-3731]

[This is an open forum, not Adobe support, please do not post personal information]

[NEVER POST A SERIAL NUMBER IN AN OPEN FORUM !!!]

[You have just given your serial number to everyone who read this message before]

[I deleted the number... or people who receive all their forum messages via email]

[When a Staff person asks for private information hover your mouse over their name]

[you may then click the Message option in the popup window to send a private email]

This topic has been closed for replies.
Correct answer kglad

that serial number is probably no longer valid (because it's a dated edu license).

using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'still need help', https://helpx.adobe.com/contact.html and ask them to validate your serial number.

2 replies

kglad
Community Expert
kgladCommunity Expert
Community Expert
August 20, 2017

assuming you're using a valid adobe serial number (6 groups of 4 numbers), you have a mismatch between your installation file and serial number.  ie, you can have a valid serial number, but if it's for program A and your installation file is for program B, you will see an invalid serial number message.

common mismatches are language/region (eg, serial number is for western europe and installation file is eastern europe), platform (eg, serial number is for a mac and installation file is win), license type (eg, education vs enterprise vs individual).

and one of the most common is using a program installation file with a suite's serial number. eg, using a cs6 suite serial number with a photoshop cs6 installation file.  that won't work even though photoshop is included in that suite.  you must use the suite's installation file (and you can choose to only install one program from the suite).

here's official info about that error,  http://helpx.adobe.com/creative-suite/kb/error-serial-number-valid-product.html

lirael423
lirael423Author
Participant
August 20, 2017

1. The serial number is for Adobe CS6 Master Collection, and the version I am trying to install is the same (it's even the same installation file I used when I first installed the suite in 2013).  I purchased it through a major public university in the U.S. so it should not be one of those cases were the serial number was revoked.

2. Language, region, platform, and license type are still the same.

3. I have tried all of the suggestions mentioned on the page you included a link for.

Any other suggestions?

kglad
Community Expert
kgladCommunity ExpertCorrect answer
Community Expert
August 20, 2017

that serial number is probably no longer valid (because it's a dated edu license).

using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'still need help', https://helpx.adobe.com/contact.html and ask them to validate your serial number.

John T Smith
Community Expert
John T SmithCommunity Expert
Community Expert
August 20, 2017

Invalid Serial Number https://forums.adobe.com/thread/2359923

lirael423
lirael423Author
Participant
August 20, 2017

1. The serial number is for Adobe CS6 Master Collection, and the version I am trying to install is the same (it's the same installation file I used when I first installed the suite in 2013).  I purchased it through a major public university in the U.S. so it should not be one of those cases were the serial number was revoked.

2. Language, region, platform, and license type are still the same.

3. I have tried all of he suggestions mentioned on the page you included a link for.

Any other suggestions?

Terms & ConditionsAccessibility statement
Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices