Skip to main content
C
calupen
Inspiring
April 5, 2023
Answered

using my cs6 after mother board substitution

  • April 5, 2023
  • 2 replies
  • 1116 views

Hi. After having substitued the mother board (defective after many years) of my pc, when I try to launch any software of the cs6 master collection, a box appears telling me to signin to my adobe account to start the trial of this collection. I don't want to use my second installation possibility (I'm planning to buy a modern pc) so, have I to continue, use the trial and then (probably) insert the code number of the suite or this will lead to the second installation? Thanks to anyone that can help me.

This topic has been closed for replies.
Correct answer calupen

I also posted to the Forum Administrator


Hi. After lot of patience, I spoken with an agent. Conclusion: it seems that I bought the product from a not authorized seller, so the serial number has been blocked (it was in 2014 and he seemed reliable...)  😞

2 replies

John T Smith
Community Expert
John T SmithCommunity Expert
Community Expert
April 5, 2023

When you can't properly deactivate a serial number
(this is the ONLY support Adobe still offers for old programs)
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 below
Do be aware that Adobe's staffing is impacted by the Covid virus, so wait times are long
.
You MUST 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
or
Telephone https://helpx.adobe.com/contact/phone.html
or
Twitter tweet @AdobeCare
.
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

C
calupenAuthor
Inspiring
April 6, 2023
Hi John, thanks a lot sharing your knowledge with me. I didn’t mention before, but I bought the physical version of cs6 (if this can be useful). As soon I posted this message, I received a private message saying to contact the Adobe Help Center, but the address seemed to me a little weird (Ad********@outlook.com) so I didn’t used it. I’ll keep you informed, thanks again for your help.

Inviato dal mio telefono Windows 10
kglad
Community Expert
kgladCommunity Expert
Community Expert
April 6, 2023

@calupen 

 

yes, that **scam email address** address (or anything using the outlook.com domain and purporting to be anything related to adobe) is a scam.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    April 5, 2023

    you'll need to relicense your cs6, because your cs6 thinks you're trying to use it on another computer.

     

    normally, you would be prompted to enter your serial number, but because you have or had an adobe subscription (or trial) on your computer, you're seeing the sign-in prompt.

     

    so, do you currently have a subscription?  if so, sign in with the adobe id related to that subscription.

     

    if you do not have a subscription, you'll need to remove all cc from your computer:

     

    uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

    then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging

    clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

    restart your computer (don't skip this)

    relaunch cs6 and have your serial number handy.

    C
    calupenAuthor
    Inspiring
    April 5, 2023

    Hi Kglad, many thanks for your detailed answer and links!!! Very very appreciated!

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    April 6, 2023

    @calupen 

     

    you're welcome.  is your cs6 now licensed (on the computer with the new motherboard)?

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices