Can't deactivate CS6 on broken computer to activate on new computer

[leedrianne]

Hi there,

I've tried looking through this article: Activate and deactivate Adobe products but it doesn't list how to deactivate from a computer you can't access.

Is there a way to deactivate a CS6 program without the old (broken) computer?

Thank you, hope to get a response soon.

[John T Smith]

When you have a non-functioning computer and can't deactivate a serial number

BE SURE TO ONLY ASK FOR ACTIVATION SUPPORT TO ADJUST YOUR ACTIVATION COUNT

UPDATE

Adobe support will no longer reset an activation count... if you can't DE-activate (lost or crashed computer) and you are receiving an 'activations are used up' message there is no solution
https://community.adobe.com/t5/download-install-discussions/activation-limit-reached-for-non-subscri...
https://helpx.adobe.com/x-productkb/global/reactivate-older-apps.html

[Nancy OShea]

Are you sure you've used up all your activations?

Did you attempt to install on the new device yet?

Nancy

[Jeffrey_A_Wright]

Leedrianne, John and Nancy are correct with both of their responses.  Please try installing Creative Suite 6 on the new computer.  If you find that you have exceeded the amount of allowable activations then please contact our support team directly using the link offered by John in message #1.

I did review the e-mail address/Adobe ID you used to post to this public forum but their are no products, or active memberships, associated with that e-mail address.

If you face difficulty locating your serial number for Creative Suite 6 then please see Find your serial number for details on how to locate the serial number.

[leedrianne]

Hi Jeff,

Thanks very much for the quick response. I'm still waiting to speak to the support team on the phone .. (80 minutes and counting ..)

I have my serial number, I'm not sure why the products aren't listed on my account. Wondering if it's because I purchased the CS6 suite through the school I went to?

I'm not sure how to install CS6 (I don't have a CC subscription), when I can't find the products on my profile and the Adobe site doesn't list the CS6 products anymore.

All I've been able to do so far was to move a backup of the CS6 programs to my new computer from an external drive and try to open a program on my new computer. I encountered an Error 16 message when I tried this.

If you could provide a download link or get someone to answer the phone, that'd be great.

[John T Smith]

Download & Install instructions https://forums.adobe.com/thread/2003339

-and many help and download links https://helpx.adobe.com/download-install.html

-kglad links in reply #1 here https://forums.adobe.com/thread/2296468 may help

-you will need to enter your original serial number during install for non-Cloud programs

[leedrianne]

Hi John! Thanks for your reply. I've tried downloading the Design Standard collection.

I gives me a message that says a file is missing (see attached).

I'm not sure how a file could be missing .. when I've downloaded the one .dmg file.

t

[John T Smith · Accepted solution]

CS6 and earlier programs have not been tested and will not be updated for Mac El Capitan/Sierra

-which means that you try to use CS6 and earlier at YOUR risk of having problems due to Apple updates

-Apple did not maintain backward compatibility with old programs in El Capitan or Sierra

--Adobe has a workaround to Apple's problem of not maintaining backward compatibility

--help links and Adobe solution to Apple's problem in this message https://forums.adobe.com/thread/2301916

[Momkat4au]

I have a similar situation with a non-booting computer. I followed the link posted by John that you told the other person to follow, but none of the options apply. I have a new computer and need to get to work. Please help me deactivate an old installation so I can activate a new one.

[Jeffrey_A_Wright]

Momkat4au please post a screen shot of the error you are currently experiencing.  For details on how to post a screen shot see FAQ: How do I capture and post a screen shot or video?​.

I would recommend re-reading, the public forum discussion you responded too, as it provides guidance on how to resolve activation and installation concerns under macOS Sierra.

[paul_8828]

Hi Jeff,  I know this is an old thread now.   But I have contacted support to try and Deactivate the 2 computers since they are no longer usable.  Support has told me this is impossible and I have to purchase a new subscription.   I just want to use my CS6 that I purchased.

[kglad]

adobe can no longer deactivate pre cc versions.  you must use one of the computers with an activated version.

[paul_8828]

Both computers are not accessible.  One is long gone in a landfill.   the other the motherboard just gave up the fight.   I have a piece of software I can no longer use and as such Adobe has lost me as a customer for life.

[kglad]

understood