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VL27gee
Participant
June 12, 2012
Answered

Invalid serial number?

  • June 12, 2012
  • 2 replies
  • 12120 views

I am trying to install CS6 using my current CS5.5 serial number but am told its an invalid serial number.

ive checked... its correct. What do I do?

    This topic has been closed for replies.
    Correct answer Manish-Sharma

    @scam1977

    The Serial number of CS5 in no case is going to work with the CS6 installer .

    The Serial number are Language , Platform and Product specific , hence your workflow is wrong. Please find the CS5 installer and use the serial number you have.

    CS6 have different serail number and CS5 serial number are not going to work.

    @ VL27gee

    You can look at the article which can help in locating the serail number .

    http://helpx.adobe.com/x-productkb/global/find-serial-number.html , revert back the if incase this doesn't help

    @ SalishT

    Sorry for the inconvenience , can you please brief us what exactly the problem you are having when upgrading from CS4 to CS6 , What's the exact error message ? and also a case number will help us in investigating more on this.

    2 replies

    S
    SalishT
    Participating Frequently
    June 12, 2012

    I had many problems upgrading (CS4 to CS6).  I was told in chatting 1) sorry you're out of luck. 2) "Unfortunately tech support isn't open currently (Friday night).  You have to wait until Monday for them to help you." and finally 3) I tried one last time (at that point I just wanted to revert back to CS4). I got RAJ, a truly wonderful rep!  He walked me through all steps, AND, when I got to that response during installation, I went back to chat again, and actuallly got RAJ again!  He had a workaround. 

    Since that time, I had to install also on my laptop and had to go through all of it all over again. The chat support was going to give me the same thing, but I remembered that I needed a "Support Code".  Which were the magic words to getting me the info I needed.

    Chat actually had to leave for several minutes to find out what I was talking about. I truly do not mind when these folks don't have all the information they need. But, the way that they've responded is that they do know and I'm in the wrong, or just don't know what I'm talking about.

    LJ

    M
    Manish-SharmaCorrect answer
    Inspiring
    June 12, 2012

    @scam1977

    The Serial number of CS5 in no case is going to work with the CS6 installer .

    The Serial number are Language , Platform and Product specific , hence your workflow is wrong. Please find the CS5 installer and use the serial number you have.

    CS6 have different serail number and CS5 serial number are not going to work.

    @ VL27gee

    You can look at the article which can help in locating the serail number .

    http://helpx.adobe.com/x-productkb/global/find-serial-number.html , revert back the if incase this doesn't help

    @ SalishT

    Sorry for the inconvenience , can you please brief us what exactly the problem you are having when upgrading from CS4 to CS6 , What's the exact error message ? and also a case number will help us in investigating more on this.

    S
    SalishT
    Participating Frequently
    June 12, 2012

    I have two case numbers, 0208398134 & 0208525102.


    It all started when I wanted to install CS4 on my laptop.  I had major problems getting this done so I eventually decided to upgrade to CS6... No one else upgraded, so I'm back to using CS4!

    I have been trying to install CS4 and/or CS6 since May 20th.

    I have a magazine project that is drop dead due this Friday so I can't go into a lot of detail.  But if you look at one of my later chats, you'll find a complaint within it.  I asked for an email to file that complaint, and wasn't allowed.  Instead, I was asked to type in my complaint in the chat window, which I did.

    Long story short, no one in my office actually upgraded (they were only talking about doing it). So I wanted to revert back to CS4 until they do.

    I finally got someone in chat to tell me how to do that (a few others told me I couldn't do it).  And easily installed it on my laptop. 

    Unfortunately, the office's IT needed to upgrade and reinstall all of my software on my pc at work.  Which means I'm back to square one there.  During one of these conversations, my CS2 information was deleted from "My Adobe" and I didn't have the manual.  Thus, I can't "upgrade" to CS4 on my pc.  In oder to review stuff, I eventually had to install trial!  The chat person told me that becasue there wasn't a SN# in "My Adobe" and I didn't have the software with me, that there was nothing they could do. The tone really seemed like they felt I was trying to pull one over on Adobe.

    This is so complicated that it's really hard to explain.  My basic complaint is just that.  This has taken weeks, and weeks, I'm still not satisfied.  I've used computers since the ol' 8088's and have never had such a bad time upgrading.  And it has never been this complicated.  This was with assistance from my own IT people at the office.

    I now have my CS2 sotware with me so I can input the serial number for the "upgrade" to CS4.  Hopefully that works. 

    Meanwhile, the original problem started with the laptop, and I've got CS6 and CS4 installed on it!

    LJ

    S
    scam1977
    Participant
    June 12, 2012

    i've had exactly the same issue today with a Photoshop CS5 serial number when trying to upgrade to CS6. i was told over the phone that the serial no. would work fine and it didn't. any help wuld be appreciated

    M
    Manish-Sharma
    Inspiring
    June 12, 2012

    When you install the CS6 upgrade then first you have to enter the CS6 serial number and then it will ask for the upgrade serial number i.e for the CS5 or CS5.5

    If at that stage you get the error "Serail number is not for the Qualifying product" or something like that then Follow the Kb aticle :- http://helpx.adobe.com/creative-suite/kb/error-serial-number-qualifying-product.html 

    Also if this is not the situation then please elaborate , at what stage of installation you are getting the error and what ?

    S
    scam1977
    Participant
    June 12, 2012

    hmmm - this is confusing to me then. i was told over the phone that i could use my existing PS CS5 serial number to install a PS CS6 upgrade which did not work. if what you're saying is true then i would need a CS6 serial number from adobe - is this the case?

    my steps are:

    - i am currently on a PS CS5 monthly subscription

    - downloaded PS CS6

    - choose 'install' (not 'try')

    - accept disclaimer

    - i get asked to enter a serial number

    - error message appears 'The serial number you entered is invalid. Please try again. If probelm persists, contact Customer Support'

    where do you think tis is going wrong?

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