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matthewfeuer
Participant
November 30, 2021
Question

Re: My license for Adobe CS6 suddenly expired [Branched from 2017 topic]

  • November 30, 2021
  • 3 replies
  • 1738 views

11/30/21

 

I called Customer Care and after the robot put me in the right queue I was on hold for 1.5 hours so I hung up.  I was chatting with someone from Adobe and he couldn't help me and blew me off and told me to call Customer care.

 

I have PS CS6 on an old PC running Win 7.  It was working fine.  My CS license is good until 8/22.  Yet I can't get it to run anymore.  There is a license issue.  When I go to my account manager it says I need to download PS, even though it is already on my PC.  When I tried to download PS, it told me my system was too old.  How do I get PS to start again???!!!

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3 replies

M
matthewfeuerAuthor
Participant
November 30, 2021

11/30/21

When I try to start PS CS6 I get directed to a page that tells me to renew my subscription.  When I go to my account it says my subscription is paid up to 8/22.  It tells me all the products I can download.  So I figured I would download PS and get it started that way.  When I try to download PS it tell me my (old Win 7) system can't run PS.  CS6 was running fine.  My PC hasn't changed.  It seems something has changed in the Adobe licensing server.  I do have my serial number, but since I'm running it off of a cloud I don't see a place to enter the serial number.

 

BTW:  I called Adobe Customer Support.  Was on hold for 1.5 hours and hung up.  Did a chat with Adobe, no help.  He told me to contact this forum.  I told him that is really not acceptable.  Why should Adobe customers be responsible for handling problems with their products?  Then he referred me to calling Customer Care (which I was on hold while I was chatting with him).  Very poor service.  If you take my money the least you should do is figure out a way for me to access your products.

John T Smith
Community Expert
John T SmithCommunity Expert
Community Expert
December 1, 2021

TLS 1.2 is now required to connect https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html
-http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html
-on Windows be sure to do the EASYFIX.MSI in step 2 of the 1st link

    M
    matthewfeuerAuthor
    Participant
    December 1, 2021

    11/30/21

    John,

    Thanks for your response.

     

    I am running TLS 1.2.

     

    Went to

    http:    spaces inserted so I can post this    //helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

     

    To determine if you have access to the Adobe activation servers, click this link.

    If you see two Adobe logos, you have access to the activation servers. 

    I only see one Adobe logo

     

    • Still have problems? Go to the next step.

    Start a web browser and open one of the following links, depending on the version of your product:

    Hit the link and I got:

    400 Bad Request

    Request Header Or Cookie Too Large
    openresty

     Any further advice would be most welcome.

     

    BTW, Nancy, I do understand that I have an old system (though it still runs Premier Pro and Maya 2019 just fine).  But if Adobe is going to take $360 from me in 8/21 to run CS6 Premium Production until 8/22 then it is responsible for any issues that may arise from licensing during that period. It doesn't seem fair to me to take my money and then tell me they can't support my system in the middle of the licensing period. Don't you agree?   Also, who do I bill for the hours I've spent (unsuccessfully) trying to get PS to work after Adobe made it NOT work anymore?

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    November 30, 2021

    Possibly Related Link:

    https://helpx.adobe.com/creative-suite/kb/error-licensing-stopped-windows.html

    See solution #5.

     

    Nancy O'Shea— Product User & Community Expert
    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    November 30, 2021

    @matthewfeuer,

     

    #1 CS6 is decade-old, discontinued & unsupported software.  Adobe Support can't help you with ANYTHING except an activation count reset if you've exceeded it.  Sorry but that's all you get with unsupported software.

     

    #2 Win7 is also unsupported.  Adobe no longer makes software for it.  And Microsoft ended Win7 support in Jan 2020. 

     

    #3 To use modern Creative Cloud software, make sure your computer meets the minimum CPU & GPU requirements. Most Creative Cloud apps work on:
    Windows 10 versions 21H1, 20H2, 2004, and 1909 (LTSB branches are not supported),
    macOS 12 (Monterey), macOS 11 (Big Sur), macOS 10.16 or 10.15 (Catalina).
    - https://helpx.adobe.com/creative-cloud/system-requirements.html
    - https://helpx.adobe.com/photoshop/system-requirements.html
    - https://helpx.adobe.com/photoshop/kb/photoshop-cc-gpu-card-faq.html

    =============
    Beware of fake Adobe reps who may contact you privately offering to sell you software or take control of your computer. It's a scam, run away! Real Adobe employees will never reach out via Outlook, Yahoo, Gmail or Skype.
    =============
    3 Easy Ways to Identify Genuine Adobe Staff
    https://tinyurl.com/10791730

     

     

    Nancy O'Shea— Product User & Community Expert
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