How to deactivate a license on a dead computer?

New Here ,
Jan 21, 2016

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I need to deactivate one of my adobe CS5 licenses on a computer that has died. Adobe's troubleshooting leads down the path of contacting customer support but this is not possible through Adobe's website troubleshooting since that only leads you to using forums as a solution. Any suggestions?

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1 Correct Answer

LEGEND , Jan 27, 2016
Ned_Murphy LEGEND , Jan 27, 2016
You need to contact Customer Support thru chat and ONLY ask them to reset your activations.  Any other request is likely to lead them to turn you back to the forums.For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat option...Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache.  If it fails to connect try using a different browser.Serial number and activation chat support (non-CC) https://helpx.adobe.com/contact.html?step=PHSP-PHXS_downloading-installing-setting-up_licensing-activation_stillNeedHelp

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LEGEND ,
Jan 27, 2016

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You need to contact Customer Support thru chat and ONLY ask them to reset your activations.  Any other request is likely to lead them to turn you back to the forums.

For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat option...
Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache.  If it fails to connect try using a different browser.


Serial number and activation chat support (non-CC)
https://helpx.adobe.com/contact.html?step=PHSP-PHXS_downloading-installing-setting-up_licensing-acti...

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New Here ,
Mar 27, 2018

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I had the same problem, I was told to clear the cache.db, but I am still unable to install and activate

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New Here ,
Sep 24, 2020

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I know this is a very old post but I just finished contacting support and the agent said that they could not or would not reset activations. I need to use Captivate 5.5 to migrate some very old projects to 2019 and HTML5. The software currently is activated on 2 dead computers.

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Most Valuable Participant ,
Sep 24, 2020

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This might be a change of policy - no reset activations - which wouldn't be good. Or it might be that the rep was confused. Try again and be sure to say "I would like an activation count reset" That's all. You'll be asked for a serial number, and might have to confirm details. Above all do NOT start with the product or version, because it gives them a chance to say it's unsupported. Tip: if you get a private reply, it's a spammer !

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