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A
ajsalcedo
Participant
October 5, 2021
Answered

Unable to deactivate

  • October 5, 2021
  • 2 replies
  • 838 views

I am trying to deactivate ADOBE CREATIVE SUITE MASTER COLLECTION CS 6 in an old computer.

 

For that, I go, as I've done many times in the past, to the Deactivate option in the Help Menu of , for example, Photoshop.

 

When I try it, I get the message: "Please connect to the Internet and retry. Unable to deactivate. Please ensure you are connected to the internet and try again. If problem persits, please contact Customer Support".

 

I do have Internet access on that machine and have tried again several times.

 

When I contacted Customer Support they say they cannot do anything because the product is no longer supported.

 

This is a lifetime license and I feel amazed that Adobe does refuses to help when the problem is a fault on their side.

 

How can I deactivate this product?

 

Thanks,

 

Antonio

This topic has been closed for replies.
Correct answer John T Smith

TLS 1.2 is now required to connect https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html

or

When you can't deactivate a serial number (this is the ONLY support Adobe still offers for CS5/CS6)
BE SURE TO ONLY ASK FOR ACTIVATION SUPPORT TO ADJUST YOUR ACTIVATION COUNT
You may need to PERSIST or TRY AGAIN to find a support agent with more experience

Be sure to remain signed in with your Adobe ID before accessing the link
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
-make sure that your browser does NOT block ads, scripts, or pop-ups
-you must also allow 'cookies' in your web browser for the link to work
This link will go directly to the chat option
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent without the quote " " marks
https://helpx.adobe.com/contact.html?rghtup=autoOpen

 

Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

2 replies

Peru Bob
Community Expert
Peru BobCommunity Expert
Community Expert
October 5, 2021

The support agent failed to do their job properly.

Go back to chat and only ask to have your activations reset:

https://helpx.adobe.com/contact.html?rghtup=autoOpen

A
ajsalcedoAuthor
Participant
October 5, 2021

Hello John,

 

Your information did it.

 

I followed the instructions at  https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html

 

I did have TLS 1.2 on my Windows 7 machine (Windows was up to date), I only needed to Add the DefaultSecureProtocols registry subkey by installing EasyFix.msi.

 

After that the deactivation worked.

 

Many thanks again for your great help.

 

Antonio

X
xaz85681241
Participant
November 26, 2021

Does anyone have a similar procedure for MacOS? Because I'm currently facing the same on a 2017 Retina iMac running MacOS Mojave which am sure is compatible with TLS 1.2. So I'm out of ideas for the moment. If someone can provide help for MacOS that would ne nice, thank you.

    John T Smith
    Community Expert
    John T SmithCommunity ExpertCorrect answer
    Community Expert
    October 5, 2021

    TLS 1.2 is now required to connect https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html

    or

    When you can't deactivate a serial number (this is the ONLY support Adobe still offers for CS5/CS6)
    BE SURE TO ONLY ASK FOR ACTIVATION SUPPORT TO ADJUST YOUR ACTIVATION COUNT
    You may need to PERSIST or TRY AGAIN to find a support agent with more experience

    Be sure to remain signed in with your Adobe ID before accessing the link
    Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
    -make sure that your browser does NOT block ads, scripts, or pop-ups
    -you must also allow 'cookies' in your web browser for the link to work
    This link will go directly to the chat option
    Type "Agent" in the chat box to bypass the chatbot and be connected to a person
    -Meaning type in the word Agent without the quote " " marks
    https://helpx.adobe.com/contact.html?rghtup=autoOpen

     

    Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
    -click for more information about scammers https://tinyurl.com/10791730

    A
    ajsalcedoAuthor
    Participant
    October 5, 2021

    Hello John,

     

    I had already read your post from March 21 with the information above.

     

    I have asked as you suggesed and still, they don't want to help. I have tried twice. The second time they say they will escalate and email me back.

     

    I doubt they can help with deactivation by email. I need to be logged in.

     

    Thank you very much for your help.

     

    Antonio

    Peru Bob
    Community Expert
    Peru BobCommunity Expert
    Community Expert
    October 5, 2021

    Keep trying until you get an agent that will do it.

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