CS6 Device Removal No Longer Available - Adobe Access Lost

[kristinm91256113]

Dear Adobe,

I have an active CS6 purchase (SN verified active by Live Chat assistant) but I am unable to activate my new device due to 2 other devices being registered on my account.

I've tried going to my account page to deactivate the old devices but it doesn't show any devices activated on my account, so I can't remove devices to allow registration of my new device.

I've also tried the following fix recommended on the forums:

1. Launch the product.

2. At the Serial Number Validation screen, click Having Trouble Connecting To The Internet.

3. Click Offline Activation and click Generate a Response Code.

4. Write down the Request Code.

5. Switch to an online computer and navigate to www.adobe.com/go/getactivated.

6. Click Offline Activation.

7. Sign in with your Adobe ID.
8. Enter your Request code and click Generate.
9. Write down the Response code.
10. Switch back to the offline computer.
11. Enter the Response Code and click Activate.

When I launch the product I do not have the "Having Trouble Connecting To The Internet" option anywhere on the SN validation page, hence I'm stuck on step #2 and unable to complete the recommended process.

I contacted the support chat folks and they insisted they couldn't help me and I visit the forums to resolve my issue.

How do I remove old devices from my account to allow me to activate my new device?

[kglad]

re-contact adobe support and request an "activation count reset".

<moved from using the community >

[Nancy OShea]

You must deactive from the actual device.  Online deactivation is not possible except with subscription-based Creative Cloud products.

Do you still have access to your old devices?  If not, contact Adobe Support and ask them to reset your activation count.