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Issues with access to tech support

Community Beginner ,
May 10, 2021 May 10, 2021

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I set my web browser for a high security and dialow any cookies etc. In that case, Adobe site does not show chat or phone numbers, which gives an impression that there is no support. Thanks to John T Smith I got this issue solved. My suggestion is to note this requirement  on the Home page.

 

I now get the chat link, but when I click on it, I get "Please contact your administrator for help". I am the company owner and only emploee, I am the administrator! What can be done?

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correct answers 3 Correct answers

Community Expert , May 12, 2021 May 12, 2021

for adobe's website, use a browser that allows popups and cookies.

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LEGEND , May 13, 2021 May 13, 2021

Ok, to possibly save you wasted time, here is the situation for CS6.

 

1. It is past end of life. Adobe will not help with any technical queries.

2. Adobe will not help you find the serial number unless you registered (in which case it is available in your account).

3. Adobe MIGHT help you with the installer if (and only if) you purchased directly from Adobe; however in this case you should have a download in your account for registered software.

4. If you are trying to reinstall and get an "alr

...

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Community Expert , May 19, 2021 May 19, 2021

@deda Eda,

You have the only answers available to you.

 

1. Creative Suite 6 and LR 5 are outdated and not supported.  Adobe cannot help you with anything except an activation count reset.  You use outdated software at your own risk.  It was NEVER  designed to run on modern operating systems. Depending on your system, it might work in compatibility mode or it might not.

 

2. For product support, you need current software and a computer that meets the system requirements to run it.

https://helpx.adobe.com/creative-cloud/system-requirements.html

...

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Community Expert ,
May 12, 2021 May 12, 2021

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for adobe's website, use a browser that allows popups and cookies.

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Community Beginner ,
May 12, 2021 May 12, 2021

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I got it

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Community Expert ,
May 12, 2021 May 12, 2021

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Do you have a regular account, or a Team account?

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Community Beginner ,
May 12, 2021 May 12, 2021

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Regular

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LEGEND ,
May 12, 2021 May 12, 2021

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Where did you buy your license? If you didn't knowingly buy a team or enterprise license, it is possible you were fraudently sold one, which will stop working.

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Community Beginner ,
May 12, 2021 May 12, 2021

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Directly from Adobe.

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Community Expert ,
May 12, 2021 May 12, 2021

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Pick up the phone during normal business hours, M-F.

https://helpx.adobe.com/contact/phone.html

It sounds like something on your system is preventing Creative Cloud from doing what it needs to do. 

  • Boot up in Safe Mode.
  • Try disabling Firewall and Anti-virus temporarily.
  • Create a new computer user profile with administrative permissions.

 

Hope that helps.

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
May 13, 2021 May 13, 2021

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I have apps with permanent licenses, so Cloud has nothing  to do with my problem.

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LEGEND ,
May 13, 2021 May 13, 2021

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Would you like to tell us what apps and versions you have, if they are not up to date? It DOES affect the advice we give.

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Community Beginner ,
May 13, 2021 May 13, 2021

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Lightroom 5.x, Master CS6

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LEGEND ,
May 13, 2021 May 13, 2021

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Ok, to possibly save you wasted time, here is the situation for CS6.

 

1. It is past end of life. Adobe will not help with any technical queries.

2. Adobe will not help you find the serial number unless you registered (in which case it is available in your account).

3. Adobe MIGHT help you with the installer if (and only if) you purchased directly from Adobe; however in this case you should have a download in your account for registered software.

4. If you are trying to reinstall and get an "already installed on too many machines message" tech support can help with CS6. Indeed, they are the only possible help. However, may people in tech support don't know what to do, presumably because it is past end of life. In this case, once you contact support you need to ask for an "activation count reset". Use this exact term, and use it often. They will need your serial number to do this.

5. Enterprise license queries should not be taken to tech support, but enterprise support.

Unless case 4 applies, calling tech support is probably a waste of time.

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Community Beginner ,
May 13, 2021 May 13, 2021

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Thanks for bleedingly obvious.

1. no kidding

2. I am able to find this myself, I am registered.

3 & 4. I purchased direcly from Adobe, personal licence. For your information, they were very helpful (after several calls an no promissed callbacks). I am grateful for that.

5. License is personal, I am the company, only employee therefore I am, the ADMINISTRATOR.

 

None of these points have anything to do with my question. Let me repeat:

"I now get the chat link, but when I click on it, I get "Please contact your administrator for help". I am the company owner and only emploee, I am the administrator! What can be done?"

 

 

 

 

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Community Expert ,
May 13, 2021 May 13, 2021

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and is there some reason phone support fails for you?

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Community Beginner ,
May 13, 2021 May 13, 2021

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Yes. I don't want to spend over an hour waiting. Or, if I request a callback, it never happens.

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Community Expert ,
May 13, 2021 May 13, 2021

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quote

I don't want to spend over an hour waiting.

=======

@deda Eda,

Given the horrible COVID pandemic situation in India right now, call centers are short on staff and wait times are longer than usual.  If you can't wait to speak to technical support, why don't you download a 7 day trial to Creative Cloud?  Or better yet, purchase modern software because the version you have now is 9 years out of date and unsupported. 

 

Photoshop Elements or Premier Elements 2021 (approx $100, no subscription needed)
https://www.adobe.com/products/photoshop-elements.html

Creative Cloud Photography Plan -- approx $10/month for 12 months. Includes the very latest versions of these products & services:
-- Photoshop CC and Photoshop on iPad
-- Lightroom on desktop, mobile and the web
-- Lightroom Classic
-- Portfolio website + hosting
-- Spark with premium features
-- Bridge
-- 20 GB cloud storage (upgradable to 1 TB).
https://www.adobe.com/creativecloud/photography.html

Creative Cloud All Apps (31 + apps & services) and Single Apps Plans
https://www.adobe.com/creativecloud/plans.html

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
May 13, 2021 May 13, 2021

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Thank you for your suggestion, Nancy. Can you please tell me what will
happen to all my work once I stop paying the monthly fee?

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Community Expert ,
May 13, 2021 May 13, 2021

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Creative Cloud software installs on your system the same as it always has. 

The work files saved to your hard drive are yours to keep forever. 

If you let the subscription lapse, the software won't start and you will need to uninstall it.

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
May 14, 2021 May 14, 2021

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No thanks, I'll stick with my apps for now, while loking for more sensible replacement.

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Community Expert ,
May 14, 2021 May 14, 2021

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Whatever floats your boat.  Good luck & stay safe.

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
May 14, 2021 May 14, 2021

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Yes, I like a boat that doesn't disapear. ;0)

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Community Beginner ,
May 18, 2021 May 18, 2021

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Unfortunately none of the sugestions actually addressed my original question:

 

"I now get the chat link, but when I click on it, I get "Please contact your administrator for help". I am the company owner and only emploee, I am the administrator! What can be done?"

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Community Expert ,
May 19, 2021 May 19, 2021

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LATEST

@deda Eda,

You have the only answers available to you.

 

1. Creative Suite 6 and LR 5 are outdated and not supported.  Adobe cannot help you with anything except an activation count reset.  You use outdated software at your own risk.  It was NEVER  designed to run on modern operating systems. Depending on your system, it might work in compatibility mode or it might not.

 

2. For product support, you need current software and a computer that meets the system requirements to run it.

https://helpx.adobe.com/creative-cloud/system-requirements.html

 

3. To speak to an agent, pick up the phone, M-F during normal business hours.
https://helpx.adobe.com/contact/phone.html

 

There is nothing more this user-to-user community can say except goodbye and good luck! 🙂

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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