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Kelli_T
Participant
August 25, 2024
Question

serial number revoked despite legitimate (Adobe-bought) product

  • August 25, 2024
  • 2 replies
  • 847 views

Hi everyone, I am having what seems to be a common problem - I purchased my Adobe CS6 from Adobe directly and have been using it since. I updated my computer this weekend and installed CS6 but just when I thought it had all gone smoothly, it said my serial number had been revoked. @Jeff_A_Wright , I believe you have been very helpful in these situations? I followed the prompts and saw that it says Adobe does not allow new installs of CS6 any more - but this is a very expensive product that still works perfectly and was purchased legally. I don't see how they can revoke it without cause? Can you help at all? Thank you. I am hoping I can get my serial number reinstated. 🙂

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2 replies

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
August 29, 2024

@Kelli_T I see a Creative Suite 6 Design Standard volume license registered under your account. I reviewed the serial number, which is still valid; please use the installation files provided with your purchase.

 

Only the retail installers for our software are available by following the steps at https://helpx.adobe.com/download-install/kb/downloaded-older-app.html. The Volume license serial number may not be accepted.

 

Please see https://helpx.adobe.com/x-productkb/policy-pricing/volume-licensing-site.html for information on accessing the Adobe Licensing Website to retrieve the installation files included with the organization's purchase of Creative Suite. There is a section that provides information if the organization's primary contact is no longer known or available.

K
Kelli_TAuthor
Participant
August 30, 2024

Thanks Jeff. In the end, although I downloaded the files, customer service via the chat option said that because I had not deregistered or deactivated my CS6 on the old (now diassembled) computer before upgrading, there was nothing I or they could do and I have had to go onto a subscription. Very upsetting as I did not know to do this before upgrading my computer.

If you think I might be able to still use the old CS6 and that the Adobe people were wrong, please do say and I will be able to cancel my subscription and try another way to download CS6. 🙂

 

kglad
Community Expert
kgladCommunity Expert
Community Expert
August 30, 2024

deactivation is an issue if you see an excess activation count after entering your serial number.  

 

an invalid serial number message can be caused by a mismatch between the serial number and installation file(s) which aligns with jawright's post.

kglad
Community Expert
kgladCommunity Expert
Community Expert
August 25, 2024

adobe does allow reinstalls and activations of products as old as cs4, but i'm not sure anyone can help with a revoked serial number problem.

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