Participant

Question

Adobe claims I have non-genuine software

Forum|Forum|7 years ago
July 5, 2018
17 replies
40573 views

In 2012 I bought Photoshop CS6 and Illustrator CS6 from a re-seller in Delray Beach, Florida, who says he's an "Authorized Adobe Store, and all software is 100% genuine. I believe this is true because during installation, Adobe gave me an "activation code" from their website so the software would work.

For FIVE YEARS I never heard a peep from Adobe, until late 2017 when intrusive notifications began popping up that Adobe claimed my software is not genuine, which is utter nonsense.

Every time I called Adobe customer support, a person with a strong foreign accent spoke to me and I could never understand anything they said, so this matter is yet to be resolved.

The notices state among other things: "If you do not address this issue, you may lose access to key software functionality", and it goes on to say that "only genuine Adobe software provides protection against malware and viruses".

Any ideas would be greatly appreciated.

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wyne31126224

Participant

I have been using ID CS6 for 18 months. This was purchased from a re-seller who supplied the serial number but the software was downloaded from Adobe. No problem until last week when the non-genuine pop-up appeared stating that the program had failed the test and I was advised not to use it.

I had a project on-going with a time limit so I telephoned Customer Service and was persuaded to subscribe to Creative Cloud. I think I acted in haste as some replies have disregarded the non genuine pop-ups an have kept on using CS6. If it was downloaded from Adobe, how can it not be genuine?

Adobe said the re-seller I purchased it from was not on their list of authorized sellers - the re-seller is adamant that the software is genuine.

Can anyone suggest a course of action?

D Fosse

Community Expert

wyne31126224 wrote
If it was downloaded from Adobe, how can it not be genuine?

The software itself is not the issue. That's not what you pay for. It's always available to anyone, for free, in the form of the trial version.

The serial number is what you pay for. That's how you legitimately license the otherwise free software.

The very fact that you bought this 18 months ago, at a time when CS6 was no longer legitimately sold, gives it all away.

In any case you now have a valid CC subscription, so you're good to go. Throw away your fake CS6.

I

israela66768004

Participant

Big mouth, two years ago was sold legitimately, at least if you had a 5.5, I don't know in other cases

B

Brian Lawson

Participant

I just received the exact same pop-up. A window that can not be closed or moved to another Desktop. I purchased my copy and downloaded it directly from Adobe several years ago and have been using it ever since. Today this happens. I even used the software just last night! To me it sounds like Adobe is trying to get people to quit using CS6 and this is their way to try to force an upgrade. Assuming we haven't been hit by some kind of malware. Running a scan now.

davescm

Community Expert

Brian

If you did purchase this software direct from Adobe, go to your account and get the details of your order (under Plans -Order History) and your registration (under Plans -My Products) then contact Adobe using the contact details in the message .

If you are not sure that the pop up is genuine - see here:

Adobe Genuine software

Dave

B

Brian Lawson

Participant

Thanks Dave, I've done all that. The Adobe site reports my copy of Photoshop is non-compliant too. I've confirmed that the problem is related to running it under Mojave and I did tell them that as well. Seems like something got broken somewhere along the line. It's just odd since I was using the yesterday.

Thanks for the reply.

Peru Bob

Community Expert

What was the name of the reseller?

Anybody can claim to be an authorized reseller until they have action taken against them if they are not.

D Fosse

Community Expert

Adobe gave me an "activation code" from their website so the software would work.

That's a 100% certain giveaway that this is pirate software. Adobe never gave "activation codes" of any sort, from their website or elsewhere. CS6 had silent activation - you entered the serial number during installation, and the software would then activate automatically online. No codes were ever involved.

You may have been led to believe this activation code came from the Adobe website, but it didn't.

Ussnorway7605025

Legend

https://forums.adobe.com/people/D+Fosse wrote
Adobe gave me an "activation code" from their website so the software would work.
That's a 100% certain giveaway that this is pirate software. Adobe never gave "activation codes" of any sort, from their website or elsewhere. CS6 had silent activation - you entered the serial number during installation, and the software would then activate automatically online. No codes were ever involved.
You may have been led to believe this activation code came from the Adobe website, but it didn't.

sorry but Adobe did do this for student copies of cs6... like mine!

D Fosse

Community Expert

Ah, my student days were over by then. Didn't know that.

A

Anonymous

Hi

You may want to take a look at this as well

https://prodesigntools.com/dont-buy-adobe-software-on-ebay-craigslist-or-amazon-marketplace.html

davescm

Community Expert

Hi

This is a user to user forum, most people answering are volunteer users, not Adobe employees (unless you see the red staff badge).

From your description it sounds like you may have been sold unlicensed software. In some cases that could be fake copies or it could be selling places on volume licences to individuals. As users we have no way of knowing what has happened in your case.

See this link: Adobe Genuine software

Dave

D

DaveJCummings

Community Expert

Its entirely possible you inadvertently bought a copy that wasn't exactly genuine. You're going to have to talk with customer support, that's the best option I can think of.

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