Community Manager

Question

When I open my Creative Cloud application it asks me for my serial number?

Forum|Forum|12 years ago
June 17, 2013
24 replies
162752 views

If you are being prompted to enter your serial number when opening your actively subscribed Creative Cloud application then there maybe missing account information. Please see Creative Cloud products prompt for serial number on launch | CCM - http://helpx.adobe.com/creative-cloud/kb/ccm-prompt-serial-number.html for additional information.

In addition if you are facing difficulties reaching the activation server please see Sign in or activation errors | CS6, CS5.5 Subscriptions, CS6 Perpetual - http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html. Also if you are managing a network please see the Adobe Creative Cloud Service Access Documentation for IT section of http://www.adobe.com/devnet/creativesuite/enterprisedeployment.html.

Finally for additional information on managing your Creative Cloud account please see Manage your membership | Creative Cloud - http://helpx.adobe.com/x-productkb/policy-pricing/membership-subscription-troubleshooting-creative-cloud.html.

Creative Cloud

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R

R.Whiting

Participant

In attempting to convert from the free trial to paid subscription, i am asked for a serial number in order to proceed. However, I was never issued a serial number with the free trial - or if i was, I don't have it. And i can't access it through the app, because my trial has ended!

alanh89135674

Participant

I am also attempting to convert a free trial of Lightroom to a new CC account. No matter what I have tried I get the request for a serial number. I have built up a significant photo library and metadata that I want to save.

I tried to follow the suggestions at https://helpx.adobe.com/creative-cloud/kb/ccm-prompt-serial-number.html

Verify activation is not blocked: I am viewing the help pages without difficulty - what else can I check?

Verify payment information: when I go to Adobe.com/manage your membership it says I have a one year contract and nothing about any problems

Verify your birth date: I have never been asked for a birth date and don’t know what to do with that.

Set your language to international English: Have done that in the CC app. When I look at Adobe.com the only choice is English (US) and English (UK). Don’t know what to do about that.

Log out and log back in to your account: Done that numerous times, restarted computer, uninstalled CC application and reinstalled.

CC App shows Lightroom is installed and up to date. When I click on Lightroom in the CC app list it goes to the screen asking for the serial number. Neither clicking on the gear or right clicking brings up a viable option. Uninstall is greyed out.

It is frustrating that it seems so hard to even use the program after plunking down the money.

Jeffrey_A_Wright

Author

Community Manager

Alanh89135674 the trial of Photoshop Lightroom 5 requires a serial number. Please remove the current installation of Photoshop Lightroom 5 and reinstall through the Creative Cloud Desktop application. You can find details on how to uninstall and install Lightroom 5 at Creative Cloud Help | Download, install, update, or uninstall apps.

Michal Pleskov

Participant

it worked for me.

I entered the host file and erased all the lines that "adobe ....." appear at.

than sign out,sign in and it works

cceyssens

Participant

I have bought my CC membership and same issue, asking for serial number.

As a fulltime graphic designer, I'm losing so much time and this is VERY frustrating.

When I tried every step provided at the helpdesk, nothing works.

When I wanted to contact through Chat, chat doesn't work.

I'm getting REALLY upset because I'm paying for these programs, every month, and nothing works!!

Can you please check this?! VERY URGENT!!

Thank you

Jeffrey_A_Wright

Author

Community Manager

Cceyssens if you are not being given a chat option then please try a different web browser. Your current add-ons/toolbars/security settings may be preventing you from contacting our support team directly at Contact Customer Care.

Otherwise please review the documentation listed in the original post. If you have any specific questions then please feel free to post them to this discussion. The documentation provided will allow you to restore connectivity to the activation servers. If you are in a managed network environment then please involve your I.T. department.

thinkedu

Participant

I am college faculty and signed up for Adobe CC using the faculty discount ($20/year).

Everything during sign in went smoothly, downloads worked great. But has continuously asked for password when everything I read says memberships do not require password.

Correction to original post:

But has continuously asked for serial number when everything I read says memberships do not require serial numbers.

Sorry about that.

thinkedu

Participant

Having same issues as others in previous posts. All apps ask for serial number. Only option was to use it as trial so I could complete my work. Trial expired now, can't access the software, which is already paid for.

Running iMac with OS 10.9.4

Followed all the above info from previous posts.

Changed language to English Int'l.
Deleted and inserted new hosts file
Signed out and signed in
Verified my account info, using correct User ID (I have two)
Deleted Creative Cloud app and all software, then reinstalled

No luck. Still asks for serial number and does not acknowledge that I have a paid membership.

I am college faculty and signed up for Adobe CC using the faculty discount ($20/year).

Everything during sign in went smoothly, downloads worked great. But has continuously asked for password when everything I read says memberships do not require password.

Need help. Very frustrating. Appreciate your input.

Willy ROMY

Participating Frequently

Hi everyone and thanks @Serial number for Premier, whom process has just worked for me either.

I just activated my version of Photoshop, and now I'm gonna do the other apps.

I had the same trouble as everyone here, not being able to activate my products whereas I was a regular member of CC.

The solution came from the "hosts" file in the /etc folder of Mac OS X.

The process is described here (step 3 of this page ) : Erreurs de connexion et d’activation | CC, CS6, CS5.5

I could see the two adobe logos but I noticed that I couldn't access the the Adobe activation servers.

Then I started to follow the instructions regarding the "hosts" file in the /etc folder, + advice from "Serial number for Premier" (higher on this page),

and so far it seems to work, at least for Photoshop. I don't have the "serial number window" at the start.

Hope this could help.

Cheers;

S

Serial number for Premier

Participant

Hey guys, I just resolved this issue cause I was having the same problem. After purchasing premiere pro cc, it was asking for a serial number that I could not find within my order at all.

Here is the resolution that worked for ME. I am a Mac user.

After talking to adobe, they said to command shift g in finder.

Then type in /etc

Then look for a DOCUMENT called hosts

You might have a few that also say hosts~orig and so on, but you just need to mess with the document called hosts.

JUST in CASE, this doesn't work for you, save this document somewhere else..NOT on your desktop though. Preferably an external hard drive.

Ok so, now delete the hosts document from the etc folder.

Create a new TEXTEDIT document and paste this within in:

### Host Database## localhost is used to configure the loopback interface# when the system is booting. Do not change this entry.##127.0.0.1 localhost255.255.255.255 broadcasthost::1

Save the document as hosts, with no capitol letters.

Place the document in the /etc folder.

Then, it should all work!

I am not into coding, so I am not sure if the message that I had to place in my hosts file is supposed to be different for other people, but this worked for me so good luck!!

Jeffrey_A_Wright

Author

Community Manager

Thanks Serial Number for Premier! Glad to hear you were able to remove the entry in the host file which was blocking your computer from contacting the activation server.

For future viewers of this discussion this solution is discussed in several of the referenced documents within the discussion. If you have a Creative Cloud membership and are being prompted to enter a serial number please re-review this discussion and try the referenced solutions. If you have specific questions regarding any of the steps listed then please post those questions to this discussion.

R

Reven01

Participant

Hi Jeff. I was on a trial period of 30 days with my PS and LR. I had the same problem with it asking me for a serial number after I purchased the product. I chatted with Adobe and they seemed to solve the problem for me - I opened photoshop after they asked me for information in a /etc folder. Was asked to logg inn and out of my Creative Cloud after that and Photoshop finally worked without asking for a serial number. I have no idea what they did with the information i provided. After ending the chat I was confident that my Lightroom was fixed too... only to discover that it still asked me for a serial number. So now I have photoshop but no lightroom. Its very frustrating as I need to finish up photography deadlines for customers.

Jeffrey_A_Wright

Author

Community Manager

Reven01 it sounds like your host file had entries as well blocking the connection.

Kalyo

Participant

I have CC membership too. Of course, i was prompted for a serial number. I've tried everything that is in help, but the problem still exist. It's extremely annoying, many useless hours and... guess: yes, nothing. I do not know what else to do Help!!!

Kartikay_Sharma

Community Manager

Hi Kaylo,

Checked your account right now and found that the subscription is active from our end . Check the point 3 under Troubleshoot Connectivity Issues under the below mentioned Kb article.

Sign in, activation, or connection errors | CS5.5 and later

Cheers,

Kartikay Sharma

Kalyo

Participant

I'm fine now, thanks!

N

Newrone2

Participant

"Adobe Photoshop CC2014 has stopped working" ad eternam.

I signed out from Creative Cloud, signed in again, opened Photoshop & it asks me for a serial no.! Creative Cloud does not work with serial nos.

I uninstalled it, reinstalled from Creative Cloud which now offers me a "Try" version of Photoshop!!!

Installed this anyway, but once again, Photoshop crashes instantly (even before I can click on "Continue trial"!)

I've spent too long bumping along Adobe's circular links with Adobe Inc. essentially a ghost town for customer relations.

Very frustrated & no choice but to look at other options.

N

Newrone2

Participant

Finally got the job done, way after the deadline, using a non-Adobe product. Relieved but feeling cheated.

D

dtmagee

Participant

Hello Jeff,

None of those trouble shoot techniques seemed to work for me. I have verified that all my information is correct and I have logged out and logged back in. I am still being prompted to enter serial number. Its quite maddening.

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