Participating Frequently

Question

Don't order the Academic version of CS5

Forum|Forum|16 years ago
May 6, 2010
10 replies
24396 views

The academic version of all Adobe products offer a very attractive price. the problem is, you can't install them. I just received my cs5 suite, and I can't even get a serial number. it seems that they haven't entered the product codes into their licensing system. I just spent a frustrating two hours talking to support (several agents), who all said I was typing the product code wrong. Come on, Adobe, I am a gradute student working on my master's degree with an undergrad degree in English. You can't attend school in this day and age without using a laptop in every class. The bottom line is you can't get past step one in getting your serial number, because the product code is not recognized. This is going to require requesting a refund. This is only because of the academic licensing scheme that Adobe uses. I'm sure regular purchasers are not having this problem.

This topic has been closed for replies.

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slnstradley570

Participant

I had the same problem and then I was trying the product code again today and realized I hadn't tried putting the dashes in with the code. Weird that you'd have to do that when they're usually used as a visual thing to help put the code in correctly. What a simple solution. I don't know if this was the problem you had encountered, if you had tried the same or not, but that was the only issue with me. I knew I had the correct code, it was just a simple fix.

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mkeogh

Participant

I bought the student and teacher edition of Design Premium CS5 at my local Staples store. I went thru the verification process with Identit-e. I was verified but I never received my serial number. I sent several messages using the contact form on the identit-e page, but every message I sent has been ignored. Meanwhile, the trial period ended and I have a box worth $400 with software that cannot be used. This is the absolute worst customer service experience I have ever had. Just for kicks I called a support number, connected with an operator in India, and all she did was follow her script that was useless is trying to solve my problem. The sad part is for designers, there is no other real option than Adobe.

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mkeogh

Participant

I need to add that I used my student email address for the verification process. My Adobe id email was different. Also, after logging in to Adobe, I noticed my email address was different than my Adobe id (email address). The email in my profile is no longer active. Who knows, maybe my serial number went to that inactive address and got bounced?

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Am_I_Lame?

Inspiring

identit-e sent me an e-mail this morning saying they were "making a targeted effort to" fix my problem. I then was able to submit my product code and proof of eligibility. They quickly sent me my serial #s and everything's now installed and working as it should. FYI, I was disappointed to discover after placing my original order that Premiere Pro CS5 and After Effects CS5 are ONLY available in 64-bit versions, as I'm still on WinXP Pro 32-bit, but pleased to discover that Adobe also includes Premiere Pro CS4 and After Effects CS4 for people like me.

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tshirkAuthor

Participating Frequently

Glad to hear you got installed ok. I can't even try to do it now because I'm right in the middle of finals. Did you have any trouble figuring out the serial number? mine is three lines long, mostly numbers. that must be more than the actual serial number, right? as I said, I just don't have time to try and install it now. Cram Time, big time!

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Am_I_Lame?

Inspiring

I actually got 5 serials. One is for Master Collection (almost everything in the bundle, including Premiere and After Effects CS5), and is labelled as such, after the serial. One looks like it's for Acrobat Pro 9.0, since the gibberish following the serial is APRO, 9.0,WIN,ED,UE, but I haven't tried to install it yet; Acrobat comes on its own DVD. Another one is for Premiere and After Effects CS4, which come on the Content DVD. The other two I'm not sure about. They're formatted differently than the other serials. Still six character blocks, but four, six and seven characters per block, instead of four in each one like the others. I haven't needed any more serials, though, so who knows?

Courtney00123

Participant

I got mine today and installed just fine.

The adademic stuff was delt with I ordered it 3 weeks go.

Sorry. Works great.

John T Smith

Community Expert

Courtney00123 wrote:
I got mine today and installed just fine.
The adademic stuff was delt with I ordered it 3 weeks go.

So, just to be sure we're talking about the same thing...

What you ordered did NOT come with a serial number, so you had to go to https://www.identit-e.com/default/index/welcome/p/7 to have a serial number sent to you?

If the version you ordered DID have a serial number, and you did not have to go to the link above, you do not have the version that is being discussed here

Courtney00123

Participant

>>> If the version you ordered DID have a serial number, and you did not have to go to the link above, you do not have the version that is being discussed here

Thanks for the clarification. Mine came with a serial number.

John T Smith

Community Expert

VERY interesting!

As soon as the education store I use has stock to sell (has an agreement with Washington State Univ for the "low" cost version) I plan to order CS5 Master Collection... which, I understand, requires me to email Adobe with a "proof of purchase" code from inside the box to then receive a serial number for the install

Hopefully, by time I can order (might be May 7, if their stock from Adobe arrives as scheduled) and then the box arrives, this problem will be fixed at Adobe and I will receive a serial number in a timely fashion AND it will work to install

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tshirkAuthor

Participating Frequently

Actually, I emailed all my proof of eligibility almost a month ago when I ordered the suite. Everything

was fine along those lines. The problem is that Adobe uses a third-party eligibilty web

site that can't recognize the suite's new product number.

John T Smith

Community Expert

According to this https://www.identit-e.com/default/index/welcome/p/7 you only send proof AFTER you have the product, because the first step is...

Step 1—Identify Your Product
The product you purchased will contain a unique product code that can be found printed on or placed inside the product box. You will be asked to enter this product code to start the eligibility verification process.

This is, of course, for the "lowest cost" version, not the version generally available at any Education store

You may only buy this version if your particular organization has a signed agreement with Adobe

That is the version I plan to buy, just as soon as the WSU affiliated store has product to sell... but instead of selecting priority shipping, I may just use standard ground shipping to give Adobe a few more days to fix the problem

David Ayars

Participating Frequently

I downloaded academic Photoshop CS5 from the Adobe education store a couple of days ago--again, just PS CS5, not a CS5 suite, and downloaded, not shipped software, and the $300 version, not the $200 Student and Teacher edition--and everything went fine. I emailed in the proof of eligibility as requested, Adobe authorized it, and the serial number worked, and I was up and running about 90 minutes after paying for the software. So as always with things like this, your mileage may vary.

hotel22

Participating Frequently

Check out this link

http://www.adobe.com/education/students/studentteacheredition/faq.html

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tshirkAuthor

Participating Frequently

More problems! They can't process the return because I don't have a serial number, which I cannot obtain. I cannot obtain the serial number becuase the product code has not yet been uploaded to the verification site, so when I type in the product code, it tells me it doesn't exist. They have escalated the event to a priority 1, but they are unable to process a refund at this time. I have been told to check my email.

hotel22

Participating Frequently

Check out the Ikbs regarding refund for educational version.

BLUDVLZ_24

Participant

My academic version of CS5 arrives tomorrow. I'll look for it and chime back to see if I have the same issue.

BLUDVLZ_24

Participant

Just got my copy last night. No issues with install. Everything worked flawlessly.

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Am_I_Lame?

Inspiring

Your "copy" of what, precisely? So far we've only confirmed this is a problem for the Student & Teacher Edition of some CS5 suites, not individual products. And, where/how did you purchase it?

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tshirkAuthor

Participating Frequently

Ooops. Now I guess I'm not going to graduate!

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Anonymous

Sorry, I just had to do it.....

Try this e-mail address: adbecare@adobe.com

Tell them what is happening to you.

If you have time there is a big history with Academic serial number problems in the past too.

Good luck in the serial number chase and your Masters.

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Anonymous

Graduate.

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