Adobe software is not genuine pop-up AGAIN!

[Claire Thomas]

In april I began getting the "your software is not genuine" pop-up. So I contacted Adobe. I was told that, yes, my software was in fact genuine but I would have to reload the programs for the pop-up to stop. I was issued an NEW serial number and used it to reinstall the programs. Today I began receiving the pop-ups AGAIN!!! It says the serial number I was given is not valid! ADOBE GAVE IT TO ME!

What the hell is going on? Will I have to go through all that again?

[kglad · Accepted solution]

probably so unless you can live with clicking 'remind me later'.

using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'still need help', https://helpx.adobe.com/contact.html

[Claire Thomas]

I contacted Adobe via chat and was told that I would have to reinstall AGAIN!!!! I'm beyond PISSED! So damn annoying. I've not reinstalled and instead have moved the pop-up down to it's lowest possible spot so I can't see it and will not click on remind me later. Adobe needs to take care of this. I paid for my software when they allowed it and now I'm being harassed by Adobe. Shame on them.

[sun_photons_visions]

me too!

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[Claire Thomas]

Why was this thread moved to Downloading, Installing and Setting Up? It will not get seen by those that are having trouble with this pop-up!

[Claire Thomas]

Jeff A Wright​ why did you move this thread? It doesn't belong in Downloading, Installing, Setting Up. The pop-up has nothing to do with setting up, installing or downloading. It has to do with Adobe sending annoying pop-ups to legitimate software users.

[Jeffrey_A_Wright]

Claire Thomas I am sorry that you continue to face messages that the Adobe software you are using is not genuine.  You mentioned you spoke with a member of our support team.  Do you have a case number that I can reference?

[Claire Thomas]

0189302293

[Jeffrey_A_Wright]

Thanks for the update Claire Thomas.  I reviewed the serial number you offered in case 0189302293 and I can confirm that the serial number is valid and is able to be activated.  There is a second serial number for Creative Suite 5.5 Design Standard registered under your account that is no longer valid.  This non valid serial number ends with 7755.  You can find complete details on how to locate your registered serial numbers at Find your serial number Claire.

Claire when I review the activation history for Creative Suite 5.5 Design Standard, for Mac OS, I do not show any records of the software being activated.  This on top, of the error message that the Adobe software you are using is not genuine, leads me to believe that there maybe a connection failure preventing the software from activating.  Did you remove and reinstall the software as you discussed in Has anyone had a POP-UP problem? I get a pop-up window that tells me the adobe software I have is no...  five months ago?

As a first step Claire please review and implement the steps listed Resolve connection errors with Adobe Creative Cloud and Creative Suite applications to resolve the connection error preventing Creative Suite 5.5 Design Standard from activating successfully.

If you continue to face difficulties then can you please update this public forum with the following information Claire?

1. What version of Mac OS are you installing Creative Suite 5.5 on?
2. What other Adobe software is installed on the computer?
3. When was the last time you were able to successfully utilize Creative Suite 5.5 Design Standard on your Mac?
4. Did you migrate/restore any files or applications from a back up?

[Claire Thomas]

Yes, program was reinstalled with a new serial number given to me by Adobe while on the phone with them.

1.) OS 10.9.5
2.) Creative Suite Design Standard: Illustrator, Photoshop, InDesign 5.5, Acrobat Pro    
3.) I'm using the programs now

4.) No

When I go to Help to try and activate it says Deactivate only. This leads me to believe the program IS activated.

[Jeffrey_A_Wright]

I checked just now Claire Thomas and there have been no activation requests for the serial number.  The reason Deactivate is likely greyed out is due to the connection failure preventing the computer from access the necessary Adobe activation servers.

Claire did you download and run the limited access repair tool available in Resolve connection errors with Adobe Creative Cloud and Creative Suite applications ?  This should have automatically removed any entries that may have been preventing connection failures in the host file.  If you have not already downloaded and run the Limited Access Repair tool then please do so Claire.

[Claire Thomas]

Deactivate is not greyed out, activate is.

[Jeffrey_A_Wright]

So to clarify Activate is greyed out Claire?  If Activate is not greyed out then what happens when you choose to activate?

[Claire Thomas]

I ran limited access repair tool and there were 0 files. When I go to help in InDesign to activate the choices are: product registration, deactivate, updates. When I hit product registration and log in it says: Could not start your adobe CS live subscription. Try again later.

[Jeffrey_A_Wright]

Ok I am sorry Claire but there has still been no activation requests sent from the computer.   If you are continuing to encounter the error that, "the Adobe software you are using is not genuine," then I would recommend backing up any critical documents and settings.  Once your back up is complete you can then reinstall Mac OS and Creative Suite 5.5 Design Standard.

If you are reinstalling on macOS 10.12 or later then please use the process listed in Installing Creative Suite on macOS 10.12 (Sierra) to install Creative Suite 5.5 Design Standard.

My assumption is that there is additional software installed on the computer preventing the activation requests from occurring Claire.  You have already done your best to try to perform a clean install of Creative Suite 5.5 on this computer.  Once you have a fresh install of the Mac operating system then there will be no additional software that can prevent Creative Suite 5.5 Design Standard from installing and activating successfully.

[Claire Thomas]

I am running 10.9.5. I haven't upgraded to any newer version of OSX because I didn't want it to interfere with my Adobe programs. Will upgrading to the latest OS do that? Or should I just reinstall OSX 10.9.5? And where do I go to do that?

[Jeffrey_A_Wright]

Claire upgrading the operating system will not have any bearing on the current error you are experiencing.  I offered those steps in case you were installing under macOS 10.12 as a workaround is necessary to allow Creative Suite 4, and later, to install on the current version of macOS.

You will be fine with reinstalling Mac OS 10.9.5.  I do recommend applying any available updates for Mac OS 10.9 prior to reinstalling Creative Suite 5.5 Design Standard.

If you have any additional questions Claire please update this discussion.

[Claire Thomas]

I looked in the app store and all I see for OS X 10.9 are updates. Can you tell me where I can go to get the actual operating system?

[Claire Thomas]

I am also considering just moving the pop-up down to the bottom of my screen where I can't see it and just leaving it there. This is getting a bit ridiculous. I really have no interest in reinstalling the OS and all my programs.

[Jeffrey_A_Wright]

Claire were you provided the OS on a DVD with the purchase of your Mac? 

It is your choice if you wish to proceed Claire.  If you do reinstall Mac OS 10.9 then please be familiar with any applications that you end up reinstalling on the computer.