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The Adobe software you are using is not genuine. CS6 is suddenly "not genuine"?

Forum|Forum|9 years ago
September 9, 2016
14 replies
36008 views

I've been running the CS6 Production Premium since February 2015. It was purchased and downloaded directly from Adobe.com.

Today when I launched After Effects I received a warning that my software is not genuine. Clicking "more info" revealed that all the products pass their licensing status, but are each listed as "Tampered Software".

I haven't tampered the software in any way. It's a clean install on a Mac running El Capitan.

Adobe recommends 3 steps to protect myself and my work:

1. Replace the non-genuine software you are using with Adobe genuine software

2. Uninstall the non-genuine software from your machine

3. Help others by reporting the reseller who sold you the non-genuine software

So I figured I should report the reseller who sold me the software. It was Adobe.com.

I'm afraid to try to uninstall and then re-install it in case it gets blocked. It appears to be working fine right now.

Anyone else having this issue?

cs6 production premium

This topic has been closed for replies.

Correct answer Atul_Saini

Hi Cmaynard69,

In additional what Sheena suggested, I would request you to check this link: Adobe Genuine software FAQ and get more information about Adobe Genuine software.

Meanwhile, please share the Serial Number that you have used to activate the application and "Your ID" as shown in the screenshot via private message, so that we may validate the details and help you with the next course of action.

Thanks.

Z

Zinnia34564877873j

Participant

I have encountered exactly the same problem here!

Why is my CS6 suddenly "ingenuine"? That is totally riduculous!
I bought it legally from Adobe!

So now they are trying to push everyone to get a monthly subscription by claiming those CS6 bought by one-off payment illegal? That is totally not acceptable!

kglad

Community Expert

@Zinnia34564877873j

it could be an adobe error, or something else (eg, your serial number may have been found publically available).

anyway, contact adobe support to make sure it's not an adobe error. there are 2 ways to contact adobe; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

Z

Zinnia34564877873j

Participant

No, it didn't work.

To be very honest, I have lost my key since the CS6 was bought like years ago. There is no way I am still keeping the key after it was successfully installed. God knows it has become "ingenuine" now? Plus, I don't see any reason why people would use the serial number of a software that was ages old. If they have the ability to crack the serial number, why don't they crack a far newer version instead?

Moreover, there are rising numbers of reports that CS6 users are encountering the same questions. My case is getting more common and common.

M

margiegibb

Participant

Exactly the same happened to me this week. I reinstalled windows 10 and got the "serial number revoked" message. I bought CS5 and CS6 directly from Adobe. I still have the confirmation emails from them with download and serial number information, and both purchases still reflect on my Adobe account. I can't get any help - I get an email for more information they require - but they never receive my replies so the ticket expires.

This is unacceptable!

Nancy OShea

Community Expert

Contact Adobe Customer Care via online chat

Contact Customer Care

Nancy O'Shea— Product User & Community Expert

H

hannahn54647438

Participant

I am having the same issue. I am extremely angry that Adobe is no longer supporting the professionals who have been loyal customers for decades and who constantly teach others to use and purchase their products. The brand now seems more geared towards amateurs - both in their marketing strategies as well as the direction each software update has taken. I think in the next 10-20 years another developer out there is going to have to arise to meet the needs of professional creatives and compete with Adobe. Because Adobe is clearly no longer interested in our patronage. As evidenced by the fact that they are disabling my ability to use their product on my computer. When I finally upgrade to a new computer with a compatible OS this coming year, why would I want to sink my money into Adobe CC after having this experience with them?

Nancy OShea

Community Expert

Adobe has not stopped supporting their customers. Not sure what any of that has to do with your situation.

From whom did you purchase your software? If purchased from a 3rd party, have you contacted the re-seller & what did they say?

Nancy O'Shea— Product User & Community Expert

J

jenniferl4254684

Participant

Many of us purchased our software from legitimate sources. In my case I purchased it directly from Apple and then registered it and received my key directly from Adobe. Here we are months later and while I am no longer receiving this pop up -- I never received a follow up from any of the customer service reps I spoke with and not even an update in my email or in the customer service forum we have associated with our accounts that allows you to communicate back and forth with reps. I had to find a receipt for my software from apple that was over 4 years old - luckily apple was able to follow through on their end to provide support to me, but Adobe didn't follow up at all. There was no follow up from Adobe whatsoever to at least let us know that the bug/tech issue this was definitely a part of was resolved. It's unfortunate as I have been a dedicated customer and as I said I am a teacher using this software to teach professionals... I would hope the company would have at least followed up over email even if they didn't call me back as they said they would. So, while you may not have experienced bad customer service many of us have. I understand that things happen, but at least update us....

S

stylish_Hummingbird16B6

Participant

I am also having this issue - Pop ups every 15 minutes after having CS6 installed on my computer since 2015 with no issues - ran my serial number of course when I had to instal so what gives??? Adobe - I will never purchase again and will stop recommending to everyone who asks what I use - I refuse to pay monthly for something I already purchased.

J

jenniferl4254684

Participant

Solo_Cosmo -- did you get an update? I followed up last week as I am no longer getting a pop up, but the concerning part is that the auto emailer that was being sent to be with "updates" kept stating I was not responding, but the chain of communication is showing in my case files on my account. Now, it says my case was resolved, but no one ever emailed me or called as they said they would to follow up. I am really disappointed and disheartened with the customer service I received from the Adobe team unfortunately....Hope your issue was resolved.

J

jenniferl4254684

Participant

I am dealing with the very same issue Adobe team. I've been dealing with your customer service team over the last 2 days and I am highly disappointed that something like this is taking days to resolve. I purchased my software from Apple (who is an authorized reseller) - I am an educator and also had to send Adobe proof of my status as a teacher and then I was sent my key code from Adobe. This was 4 plus years ago. Over the last few days I've been receiving what I can only assume is a false positive glitch in your system stating I have non-genuine software. I purchased my software. I do NOT Have pirated software. After going back and forth with your reps they required I send them proof of my purchase. I searched for a receipt that was 4 years ago - thankfully apple was able to help me locate it within a couple of hours and sent my receipt. Which I then uploaded to my case and also emailed to your team to show my proof of purchase. I call back again today and they tell me it is going to take another 5-7 days to process and "authenticate" my proof of purchase and then call me back with a solution? This is outrageous. I purchased a perpetual license before you stopped selling perpetual licenses and it is unfortunate and I hope this not a way to get us into buying into your subscriptions. I have been patient and polite and luckily one of your floor supervisors was willing to state that they would get back to me within 48 hours. Yet, this still seems so long and I even requested that I be transferred to a state side rep in hopes that they would be seeing these forums and realize there is some sort of bug that is causing these false positives. I did not unknowingly purchase "non-genuine" software. I bought my software from one of your authorized dealers. What's going on? When will this issue be resolved and why is your customer service time line so excruciatingly long as of late? You received my money, now I feel like you wasted a lot of my time and your team is not willing to admit fault for an issue that it seems more and more people are posting about. What are the next steps and how will this get resolved? Many people are disappointed with the customer service we have received. I invested in your brand, teaching my students and future graphic designers and illustrators how to you use your products so you have future customers and because I believe the software is reputable and professional and some of the best. Yet, I am continuously concerned by your integrity as brand. I would appreciate a follow up from a state side rep since no one was willing to transfer me over. I have a case number and files already in your system.

Thank you -- Jen Lezan

N

neilb97166492

Inspiring

I'm being informed that my copy of CS6 Design & Web Premium, bought direct from Adobe UK, is "not genuine", even thought serial number is marked as "pass":

I have never tampered with my Adobe software and have never had this alert before. I've tried calling the number on the alert but no-one answers. My "ID" is 79NF1P0UHG.

I am not a user of pirate software and object to the inference that I am.

Neil Bailey

M

multitalented_friend0D4D

Participant

Same issue with CS6; worked for at least 3 years and not getting non genuine notices. I called and am now on the phone waiting for 71 minutes. Help!

N

neilb97166492

Inspiring

Try this: I didn't need to uninstall my (legit) copy of CS6 at all, just uninstalled a copy of Adobe Creative Cloud I'd installed for a trial several year ago. I uninstalled CC, restarted my Mac then launched CS6 InDesign, CS6 Photoshop and Illustrator and all launched without the erroneous "your Adobe software is non-genuine" message. Hope it works for you.

hare

Participant

I've been getting these popups as well in CS6. Software is definitely legal, and the only resolution Adobe seems interested in is pushing me to CC.

I have no desire to pay a monthly fee for software when I have a perfectly functional and LEGAL version that works already installed on my machine.

Adobe needs to stop with the bullshit.

David__B

Adobe Employee

Hi Hare,

This FAQ has some general info about the program

Adobe Genuine software FAQ

Please try working with our support to resolve the issue.

Thanks,

- Dave

L

landt5

Known Participant

Hi David_B,

Your reply to hare is impotent as you ask the blogger to "Please try working with our support to resolve the issue". This problem is apparently continual. I am now going through the same problem. I read the FAQs; nada. I have called support a few times; nada. Support did escalate!... uh huh.

This is real easy to fix. Adobe must adjust the spider that is causing this. I have had, and used, my DW cs6 software since Jan. 2014 with no issues until recently. All of a sudden my adobe.com purchased software is not genuine. So... let me get this straight; adobe is saying that their own software is not genuine, hmmmmm.

Adobe, go back to the drawing board. Fix your spider. Google or Bing should be able to assist you with this.

D

DeannaLynnCampbell

Participant

I just got a pop up from Adobe saying my CS6 Master Collection is not valid. I bought the software from Amazon in 2013. The Adobe rep told me to uninstall the software and suggested I take advantage of the $40% off cloud package they're offering now. He'd even give me the first month free. Wow! I'd save a whopping $30!!!! This is a crappy way to treat customers who bought Adobe software in good faith from a reliable seller like Amazon. Adobe assumes we are all pirates. The rep made me feel like I had done something wrong even though I did not. I have never pirated or stolen anything and while I appreciate Adobe's solution to piracy being a membership route, they should not punish existing customers who have a software CD and serial number.

If my software is indeed not genuine, I'm a victim too.

A

Anonymous

I as well have started to get this message after 4 years of use. Have we had any resolution on the problem?

David__B

Adobe Employee

Moving post to Download & Install forum

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