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Sanctum1972
Participating Frequently
August 5, 2019
Question

Non-Genuine message continues to show after I subscribed to CC.

Hello all,

I used to own CS 5.5 but the serial numbers were bad as it turned out recently with a pop up message that the apps were non genuine. However, I managed to contact customer support and upgraded to Creative Cloud under a discount program. This was last Friday.

However, just recently today, after using the newest Creative Cloud apps, I kept getting the same non-genuine message. What is going on here? I was told by customer support a while ago that their systems detected that my apps on the mid-2010 iMac I use are not validated. These apps are up to date ( Photoshop, Illustrator, InDesign and Acrobat. I use these specifically for my creative work ) and official from Adobe. Has anyone had this problem? This should NOT be happening at all.

Was I supposed to keep the Creative Cloud app running at all times to keep them validated? Is this how it works?

Thanks!

-Adam

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7 replies

Abambo
Community Expert
AbamboCommunity Expert
Community Expert
August 5, 2019

CC is not to validate older versions of Adobe programs. You need to install and run the new programs like Photoshop version 18 to 20. Earlier versions cannot be validated.

Sanctum1972  wrote

These apps are up to date ( Photoshop, Illustrator, InDesign and Acrobat. I use these specifically for my creative work ) and official from Adobe.

What are your version? (Versions displayed with HELP->ABOUT, not latest, up to date etc.

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ABAMBO | Hard- and Software Engineer | Photographer
Sanctum1972Author
Participating Frequently
August 5, 2019

Hello Abambo,

I checked Photoshop CC 2019 and it's version 20.0.5. InDesign is version 14.02.324. And Illustrator is version 23.0.4. Also Acrobat DC appears to be up to date as well. I checked the Creative Cloud app and everything appears to be up to date.

This happened when I was using the Chrome browser running on mid 2010 iMac under High Sierra with 10 GB of RAM.

The pop up non genuine message should not be happening again if these CC apps are up to date. I have a screenshot in case you need to see it.

Thanks,

-Adam

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Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
August 5, 2019
  1. Uninstall your old software and run the Adobe Cleaner tool to wipe old Creative Suite files off your system.
    Use the Creative Cloud Cleaner Tool to solve installation problems
  2. Restart computer.
  3. Lot-in to your CC Desktop app with your paid ID and password.
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Nancy O'Shea— Product User & Community Expert
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