Cannot access one CC app

[Mike Diehl]

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-runn...

[kglad]

there are others, but none are as knowledgeable about legacy apps like cs6.  ie, i don't know any that would be able to help.

[Jeffrey_A_Wright]

@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-... 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.

[Mike Diehl]

Thank you, @Jeffrey_A_Wright, for replying. And @kglad for persisting. (Nonetheless, they persisted.) I'm utterly unfamiliar with the Cleaner Tool and your counsel that I could lose everything makes me ... nervous. I will, though, read what you wrote a couple times and once I understand it, perhaps take those steps. I did, however, take one step, attempt to identify my product number.
Adding to my anxiety is that it's not perfectly clear that Adobe knows I own CS6. The most recent product listed is "Adobe Design Std ... Version 6.0 / Registration Date Oct 21, 2013. The previous product listed is Adobe Design Std ... Version CS5.5, Registration Date Mar 10, 2013. I'm missing the CS in front of 6.0 -- and I'm not seeing a product number for Creative Cloud. 6.0 is the most recent listed, maybe that's CC? -- but I have been subscribed to CC for many many years, and still a) pay for it every month, and b) can use InDesign, Illustrator, Acrobat, Premier and presumably other apps. I'd certainly want to know this info is correct, if my cleansing and re-uniting with these apps rely on having all those numbers. 
I don't know how long you'll be off but no matter, this can wait some days or even weeks. Thanks again for weighing in on this issue. I would love to get it resolved. 

[Jeffrey_A_Wright]

I understand your concern, Mike. Adobe Design Standard 6.0 is CS6 it may be an upgrade, so be prepared to enter the CS5.5 serial number if asked for a qualifying product or serial number. Please bookmark https://adobe.ly/4h6XCTm in case you run into any errors when reentering the serial numbers, Mike. ^JW

[Jeffrey_A_Wright]

Again, my apologies for the previous delay, @Mike Diehl. I am back from my makeup time for the recent holidays. Please feel free to update this public discussion if you have any questions about the suggestions previously offered or encounter any new errors.

[Mike Diehl]

My turn to apologize, Jeffrey, and thank you for getting back in touch. I've been reticent to do anything, fearful of losing even the CS6 app I've relied on since this all went ker-plooey. I said I'd re-read your note/advise till I fully understood it, but I've not done that. But I will! Too much going on presently, fire-aftermath-wise (I live near the Eaton fire in Altadena/Pasadena, but wasn't directly affected), national-politics-wise, and work-wise. Wish it was only work... Anyway I'll be back in touch.