CS6 product key not valid

[Sams_tru]

Hi all ,

Since this morning, I try to install CS6 Master Collection on my new MBP that runs 10.12 (Sierra). I bought the DVD on sale in 2013, but never installed it until now (thought to keep it for my next machine, apparently a bad idea). I know there are issues with this combination, but mine seems somewhat different. In fact the installer runs just fine. Also I am able to install the evaluation version of CS6 and both Ps and Br that I tried seem to run fine. The problem occurs when during installation I select "I have a license key". There, I enter my product key, and it says the key is not valid. I just spent a lot of time on the chat of Adobe France, they checked the product key and said it was perfectly fine. So what is the issue??

Thanks a lot for your help

[kglad]

assuming you're using a valid adobe serial number (6 groups of 4 numbers and confirmed by adobe france), you have a mismatch between your installation file and serial number.  ie, you can have a valid serial number, but if it's for program A and your installation file is for program B, you will see an invalid serial number message.

common mismatches are language/region (eg, serial number is for western europe and installation file is eastern europe), platform (eg, serial number is for a mac and installation file is win), license type (eg, education vs enterprise vs individual).

and one of the most common is using a program installation file with a suite's serial number. eg, using a cs6 suite serial number with a photoshop cs6 installation file.  that won't work even though photoshop is included in that suite.  you must use the suite's installation file (and you can choose to only install one program from the suite).

here's official info about that error,  http://helpx.adobe.com/creative-suite/kb/error-serial-number-valid-product.html

[Sams_tru]

Thanks! One element in your answer attracted my attention: "license type (eg, education vs enterprise vs individual)". Do they differ, is there a specific procedure for education versions? I am a scientific researcher working in the academia (research institute), so the version I have might be for education purposes. But I installed it from the DVD that I bought; which came with its licence key... Should I register somewhere else or differently in my case?

[kglad]

there's not a different procedure so much as different installation files.  if you use the publicly available installation files with an education serial number you will see an invalid serial number message and adobe support will confirm your serial number is valid (with the correct installation files).

if you have a dvd and serial number (for that dvd), you should not see that error message. are you sure the serial number you're using mates to that dvd?

[Sams_tru]

Thanks for your answer. Yes I am sure, because the numbers written on the DVD and on the paper sheet where the product code is printed, do match.

I just tried to install the suite on my other Mac (also running OS 10.12). There I didn't say directly that the serial number was wrong but kind of searched for a long time (several minutes) when I hit continue for validating the serial number, before asking me to check my internet connexion (which was fine). When I hit retry, then he also gave me the wrong serial number message...

[kglad]

confirm that you can connect to the secure adobe servers.

for help with that and other common secure adobe.com connection problems read, http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

[Jeffrey_A_Wright]

Sams'tru I reviewed the serial numbers registered under your e-mail address and you have both retail upgrade and volume license serial numbers registered under your account.  Unfortunately, I do not see a Creative Suite 6 serial number registered under the e-mail address/ Adobe ID account you used to post to this public forum.

As Kglad indicated it is likely you are utilizing a serial number that does not match with your installation media. I would recommend that you register your Creative Suite 6 serial number at http://www.adobe.com/.  This will allow you to verify the serial number is valid and what type of Creative Suite 6 installation files that you should be utilizing.  Details regarding the registration process can be found at Find your serial number​.

If you need direct assistance with registering the serial number then please contact our support team directly at Contact Customer Care.  If the serial number is invalid then you will want to contact the organization which you purchased Creative Suite 6 from.  You mentioned you purchased the software in 2013 so I do not know if they would accept the return or not.

[Sams_tru]

Thanks Jeff and Kglad.

I just registered my CS6 as suggested (never did it since it staid in its envelope since the purchase), and it is recognised as CS6 Master Collection (you can check if you don't mind, maybe you'll find other useful information that could help me).

In parallel, I tried to install my former CS5.5 Web Premium (I bought it from the same company as for CS6) and it worked. Thus if CS5 works, the problem I have with CS6 shouldn't be because it is too old for OS10.12.

Thanks for taking the time to help me, I am lost at the moment

[Jeffrey_A_Wright]

Thanks for the update Sams'tru.

I checked and your account now has a Master Collection CS6 retail Mac serial number registered.  It is a full version serial number so you will not need to install or utilize any previous serial numbers to install the software.  I also checked and the software has never been activated and has activations remaining.

Sams'tru please be aware that if you are installing under macOS Sierra you will need to implement a workaround to begin the installation process.  The workaround is discussed at Installing Creative Suite on a new Mac or macOS 10.12 (Sierra) or later . 

I would recommend you download a fresh copy of the Master Collection CS6 Mac installation files from Download Adobe Creative Suite 6 applications and then complete the workaround using the Terminal window to begin the install process.

If you have any questions, or encounter any additional errors, please update this discussion Sams'tru.  If you can also include a screen shot it can be helpful to determine where you may be facing additional difficulties.  Details on how to post a screen shot can be found at FAQ: How do I capture and post a screen shot or video?​.

[Sams_tru]

Thanks Jeff, but as stated in my first post, I have no problem launching the installation software: I get the window to accept the license terms, then the choice to select for a demo or the full version, and finally the product key page, which I can't pass (see screen shot below), even though my license key is correct as you can see from my account.

I also tried to download fresh copies of CS6 earlier today on Adobe website and it didn't help.

[kglad]

you're back to message 1: you have a mismatch between the installation file and serial number (assuming you have no serial number errors/typos).

[Jeffrey_A_Wright]

Also try the other solutions mentioned by Kglad in message #1. 

There are also steps to remove the AdobePCD and caps directories under solution 2.  There have been rare instances when these files have been damaged and cause the serial number to read as invalid even with proper media.  This typically occurs if someone migrated/copied their Adobe applications from one computer to another computer.

Sams'tru in addition to solution two.  There is also Solution 3 through 5 listed in the document.  Have you implemented all five solutions?

[Sams_tru]

Thank you.

I tried all 5 possibilities from:  Error: "The serial number is not valid for this product" | Adobe Creative Suite

The AdobePCD and caps were tried earlier today with the person from Adobe France I was chatting with, it didn't help.

I also ran through all possible issues here: Resolve connection errors with Adobe Creative Cloud and Creative Suite applications

Is there a way to check the match between the serial number I received and the software on the DVD? I was able to install the trial version and it seems to run fine. Thus from this trial version, can I extract some info about the software version that could be helpful for you or someone else at Adobe?

From the licence number, is it possible to know for which version it is made (language, operating system, etc)?

Last thing that I can think of would be to downgrade one of my laptops and install an old operating system to see if the OS is involved. But that would be a huge pain.

[Jeffrey_A_Wright · Accepted solution]

Sams'tru the serial number you registered is the Master Collection CS6 retail license for Mac OS.  The serial number will work with the English installation files available at Download Adobe Creative Suite 6 applications​.

If the steps listed in Error: "The serial number is not valid for this product" | Adobe Creative Suite  are not allowing you to complete the installation successfully then I would recommend backing up any critical documents and settings.

You mentioned at the start of this discussion that you got a new MacBook Pro running macOS Sierra.  I am under the assumption that a migration of your applications, documents, and files was performed to bring your files over from your previous Mac?  Is this correct Sams'tru?

If so then you have one last chance to recover from the migration and install successfully.  Completing the following steps has allowed other individuals to recover from a migration and install their software, with their serial number, successfully.

1. Run all available uninstallers in Applications/Utilities/Adobe Installers
2. Download and run the CC Cleaner tool from Use the Creative Cloud Cleaner Tool to solve installation problems
3. Try to install Creative Suite 6 again

Even if you feel you have completed these steps previously I would recommend performing them again Sams'tru.  You may even want to perform them in the newly created administrator account per solution 5.

If the serial number continues to be seen as invalid then I would recommend backing up any required files and settings and going through the migration process again.  This time only migrate/copy the necessary documents, files, and settings.  Adobe applications in particular are designed to be installed on computers and not copied.

Feel free to update this discussion if you have any additional questions Sams'tru.  I will be online for a bit longer and then will be returning after the US Memorial Day.

Kglad is a very experienced member of our community.  If he has any additional suggestions to offer please follow his guidance.

Please do update the discussion with your results Sams'tru.  I look forward to hearing the results.