Creative Suite 6 DesignWebPremium CS6: wrong message: serial number too often used

[muputz]

Creative Suite 6 DesignWebPremium CS6:

I had a failure with Adobe Acrobat Pro. I couldn’t open it. Therefore I re-installed Acrobat Pro from the suite without before de-installing the suite. I was required for the serial number. After this Acrobat worked again but now when I open Photoshop CS6 I get the message “The serial number is already in use by the maximum allowed computers. You need to deactivate another computer to use this product”.

How can I stop the wrong message? I didn't install the software on another computer.

[John T Smith]

You need to ask program questions in the forum for the program you are using
To ask in the forum for your program please start at https://community.adobe.com/
Moving from Using the Community (which is about the forums) to the Install forum

[muputz]

I understand what you mean. But I cannot find Creative Suite 6 DesignWebPremium CS6 in the list even though chosen all categories. Also Photoshop CS6 is not offered. Which choice should I make?

[kglad]

short answer: you cannot.

[muputz]

No, I didn't install on a third computer!

The suite is installed on two computers (PC and Laptop).

On the PC I tried  to remove a failure by installing Acrobat pro over the existing installation. I was requested to enter the serial number for the Creative Suite.

The Adobe message is incorrect.

How can I stop the incorrect message?

[kglad]

again, you cannot fix what appears to be an erroneous message.

[muputz]

Would it help if I de-install CS6 Design and Web Premium Suite on my PC and then install it new, activating with entering my serial number? Then I would have again two allowed installations on two devices (PC, Laptop).

Remember: entering the serial number was accepted in my described procedure. This resulted in the wrong message I would have installed the suite alleged on a third device. I only had overwritten the existing installation.

[kglad]

behind my terse responses are the big issues:

1. can you deactivate (and register that deactivation) from any device?

2. can you activate on any device?

if you can do either (especially 1), that would change everything.

[muputz]

1. on my PC the button "deactivate" is inactive (grayed), tested in Photoshop and Indesign.

2. on my laptop the button "deactivate" is active. I get a message which you find in the appendix (with english translation)

What do you recommend now?

What do yoe mean with "register of deactivation"?

[kglad]

having the option is the first step. then comes the hard parts.

first, to activate on the computer you want, you have to deactivate somewhere else.

are your apps working (and activated) on the computer where you have the deactivate option?

[muputz]

The situation is as follows:

The suite is installed on two devices: PC and Laptop
PC: here I get the wrong message after executed installation over the existing one; on the PC in the apps the button “deactivate” is grayed. I cannot deactivate. When I start an app the provided message occures. When I close this message I will be asked if I really want to close the app. With "no" the first message returns, with "yes" the question dissapears and I can work with the app (with a provided limit of 24 days).

Laptop: here no message occures. The apps are working (activated). The button "deactivate" is active.

So the problem only exists on the PC.

[kglad]

again, you can't correct an incorrect message.  your only option js to act as if it were correct, or live with it.

[muputz]

Dear kglad,

your explanation „…having the option is the first step. then comes the hard parts…”
shows me there is a solution possible. Your asked options are given: apps are working on the other device (Laptop) and a deactivation is there possible.

1. Your last statement “…your only option is to act as if it were correct, or live with it.” is therefore incomprehensible. It is furthermore not satisfying because of the hint in the wrong message “You must deactivate another computer within 24 days in order to use this product.” What is after 24 days?!
2. Please give me an answer to my already asked question “Would it help if I completely de-install CS6 Design and Web Premium Suite on my PC and then install it new. Can I then again activate the app with my serial number?”
3. If I deactivate the suite on the other device (Laptop): can I activate it again with my serial number?
4. If I deactivate the suite on the other device (Laptop): will the wrong message on the PC disappear?

Please give me concrete answers to my questions. This would be helpful. Many thanks

[kglad]

i don't believe i've ever mentioned 24 days.

the only time-limit on perpetual licenses is in the even of no activation, installs will work in trial-mode of 30 days.  after 6 days, that becomes 24 days, but i don't think that's a revelation.

if you uninstall or deactivate something that's working (in non-trial) mode, things will probably get worse.  they might get better so if you have nothing to lose (eg, everything adobe is in trial mode on a particular computer), we should proceed.

[muputz]

Dear kglad,

it's correct you didn't mention a 24 days-limit.

This limit is included in the message I get when starting e.g. Photoshop (see appendix). Meanwhile the countdown is running: now just more 23 days! What will happen after this deadline?

On both devices I use a fully paid-up version according Adobe's guideline. And on both devices I want to use it without any error messages or wrong notifications as before. Therefore the mentioned message on one of these both devices is wrong and must be removed.

How can we proceed?

What can I do to assure a correct running of the app on both devices?

See again my questions above regarding deinstallation / reinstallation resp. deactivation / activation and please give me helpful answers. Many thanks

[kglad]

when the time expires, you will not be able to use the app.

is there any adobe cs6 app that works (without showing a trial countdown), on either computer?

[muputz]

yes, on my second device (laptop) the CS6 suite is running normal.

The trial countdown is only on my first device (personal computer). This has been the case since I had installed the app over the already existing one to remove a failure.

[kglad]

ok. so do nothing with your laptop.  any laptop hardware change, for example, will trigger the excess activation count message there.

--- end of laptop discussion----

on your pc, open an app (eg, ps), click help > activate (or sign-in)

what do you see?  (copying and pasting here a screenshot is the best answer).

[muputz]

The help menu of Photoshop does not offer "activate" or "sign in", see appendix

The same with InDesign

[kglad]

activate (Aktualisie...) is clickable.

p.s. don't attach screenshots. paste them.

[muputz]

Sorry for sending jpgs.

I included now the jpgs in a word document and append it here as pdf.

Hope this is oK

Unfortunately I see no "activate" to klick:

Help menu:

- Photoshop-online-help

- Support-Center for Photoshop

- about Photoshop

- about additional modul

- legal hints

- system information

- Adobe-ID-profile to complete / actualize

- Deactivate (grayed out)

- Actualizations

- Photoshop online

- Photoshop-Resources online

- Adobe-program for product improvement

When I klick "Actualizations" the message occure: all apps are in actual status. Last testing: some seconds ago.

[kglad]

images are fine. but paste , don't attach.

what does Aktualisie... mean?

[muputz]

There is in the German help menu the issue "Aktualisierungen... in english: actualization or updating.

As described above: when I choose this issue the app searches for updates and send the message "all apps are in actual status. Last testing: some seconds ago."

This is clear because CS6 will not more be updated.

I get a similar help menu for InDesign:

 

 

[kglad]

first, good job copying/pasting. that makes things much easier for me.

after clicking activation, copy/paste the response you see (and already described).

[muputz]

app is searching for updates

result as described

after klick on "Voreinstellungen" = "presettings":