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Question

Cannot access one CC app

Forum|Forum|1 year ago
November 27, 2024
1 reply
5171 views

Seven or eight weeks ago I lost access to Photoshop, one of my CC apps. I just spoke with an Adobe tech support person -- perhaps the 4th or 5th one? -- who explained that if I had the serial number to my version of Photoshop from 2007, I could attempt to register that with my CC account.

I've posted on this forum*, and the Photoshp forum, about this problem, and one expert concluded:

i don't think i've every seen this before. it looks like your perpetual license took over your subscription license. the opposite (cc subscription taking control over perpetually licensed apps) was a very common problem.

Yes, I'm running an old OS (Mac 10.13.6) and I'm talking about Photoshop 2015.5.

I have old software boxes, for Photoshop 5 (1998), CS 3, CS 5.5 and I burned a DVD-ROM of my CS6 install file. I have receipts for various purchases, and serial numbers going way back -- but not the one this dude was looking for.

I see that the version of Photoshop released in 2007 was CS3 -- but my "Design Standard" serial number, which did include Photoshop (along with InDesign, Illustrator and Acrobat) is not the one he was looking for (he claimed to have only the last four digits of all my registrations).

THIS IS INSANE -- even he agreed.

But he suggested I post a new thread here, and ask for an Adobe® forum expert to weigh in. Here I am. If you have an answer, please help.

* https://community.adobe.com/t5/creative-cloud-services-discussions/application-manager-suddenly-running-interference-with-photoshop/m-p/14979776/page/3#M55419

kglad

Community Expert

i recall your post, and my response. but don't know of a fix for both serial and subscription licenses

M

Mike DiehlAuthor

Known Participant

I just went to my products page; Adobe has a list of a bunch of the apps I've purchased. Not all of 'em, as I've been a customer going back to the early '90s, perhaps before their serial number scheme. The dude I spoke with told me I needed the serial number to Photoshop, specifically, from 2007, but that app is one of the products listed! And yet, I cannot activate the software that resides on my machine, works with my OS, and for which I am paying Adobe monthly to use.

Nothing personal, KGLAD, but the tech I spoke with asked me to post again, and ask for input from an official Adobe staffer, or expert or something, claiming that you did not have that status. Any idea how I'd flag one of those folks down?

Jeffrey_A_Wright

Legend

Well, here we are 2+ weeks later. Can I ask if you know another Adobe employee -- even one you have less confidence in than Mr. Wright (insert joke here)? I'm able to use CS6 but it is not ideal. My 2015 isn't ideal either, but I'd sure like to be using that, instead of the older app.

@Mike Diehl , sorry for the delay in responding. @kglad was persistent but also correct the first time he flagged me that I was out on Thanksgiving Holiday. Unfortunately, by the end of today, I will be out for make-up time for Christmas and New Year's. I will make a note to review this discussion when I return.

Kglad was on the right track with asking you to use the CC Cleaner tool available for download from https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html , but you will want to avoid using the Clean all option. You have older, now unavailable, versions of Photoshop and other apps, so if you choose Clean All, then you would remove those apps without any chance for recovery. Instead, you will want to choose the option for Adobe ID Credentials. I am including a screenshot of the option in this post.

This will remove the licensing information for Creative Cloud and Creative Suite.

If the licensing information is successfully removed, then you will want to open Photoshop CS6 to input the serial number for your Creative Suite software. You can find your registered serial numbers by following the steps listed at https://helpx.adobe.com/download-install/kb/find-serial-number.html, although don't be surprised if you are only asked to sign back in to confirm the activation and licensing for Creative Suite.

Once Photoshop CS6 is running and licensed, @Mike Diehl , then repeat the same process with any other non-subscription software titles. Start with the oldest first, going to the newest versions, to prevent any conflicts with updated licensing and activation technology.

Finally, once you have completed the licensing and activation process for your non-subscription applications, then you can sign back into the Creative Cloud Desktop app. Your subscription should continue to license the older, still-installed versions of the applications.

I hope that helps, @Mike Diehl . I will be around for a few more hours today, if you have any questions. I will also move this discussion to the Download and Install Community. Please see https://community.adobe.com/t5/download-install-discussions/download-and-install-community-guide/td-p/14319477 for more information on the different topics covered by the different Communities. I don't spend any time in the Creative Cloud Services Community, so a huge thanks again to @kglad for his persistence in asking me to review this discussion.

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