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paule9479038
Participant
August 1, 2017
Question

The Serial Number you entered is invalid

  • August 1, 2017
  • 1 reply
  • 2244 views

Our copy of Adobe Photoshop CS6 spontaneously said it was in trial mode, then asked us to enter our serial number. When we entered the serial number we used for the original installation, the installer came back with "the serial number you entered is invalid. Please try again. If the problem persists, contact Customer support".

We contacted customer support via "live chat". It was very disappointing. We provided the agent with the background of the problem, gave them our serial number, and gave them a screenshot of the error we were getting. They then said that "this issue isn't supported by live chat" and redirected us to this forum. Not helpful at all.

So, now we need your help. What do we do? Who do we contact? Our production is down until this issue is resolved, so we need help ASAP.

I have been very disappointed with Adobe's support on this issue thus far, especially since so many other people seem to be having similar issues and are not getting answers in this forum.

    This topic has been closed for replies.

    1 reply

    gener7
    Community Expert
    gener7Community Expert
    Community Expert
    August 1, 2017

    Where did you originally purchase your product? Was it a volume license?

    Also did you register the serial number under your Adobe ID when you first got it?

    "The serial number you entered is invalid" could mean you entered it improperly or you have a suite serial number and entered it for a single product such as Photoshop.

    What they are saying is that they looked it up and it isn't there.

    Sometimes a serial number is falsely generated by a dishonest vendor or it is passed around. When they catch up to this, Adobe invalidates the serial number, but what they normally will not do is deactivate your product.

    So basically you have a surprise when you try to install it again.

    In that case, they send you here...and we can only offer advice.

    You may want to go with a subscription if Adobe products are getting the work done. They will pay for themselves.

    P
    paule9479038Author
    Participant
    August 3, 2017

    Thank you for your response. It was necessary to put the computer on a different network to perform work remotely. It was shortly after this when the program attempted to re-validate the registration.

    This CS6 product is desired because we are not sure if we will always have network connectivity and we do not want to be strapped to the cloud..

    I will verify that we were provided the correct serial/license number for a remote location and usage. If it isn't correct we will explore other options, but we prefer a product that would be non-cloud reliant after it is registered.

    We have a CS2 product that is 32bit. It registers without issue and works well off-line. We may be using this relic for a long time to come. Who would have thought our long-ago purchase would still be our best purchase.

    Thanks again.

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