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CS6 - valid serial number will not work

Guest
Aug 27, 2015 Aug 27, 2015

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I had CS6 installed on my previous computer, but it is now deactivated.  When I try to install it on my new computer, I am told that my serial number is not valid and is likely fraudulent/pirated.  However, it is a valid serial number and I have the receipt as proof.

Although I have the disc, I had to download the program files directly through a chat with Adobe when I installed it on my last computer, but it doesn't seem like the chat is available now.  I have downloaded the files from the Adobe site and tried to install it that way, but there is still a problem with my serial number.

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Adobe Employee ,
Aug 27, 2015 Aug 27, 2015

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Hi there,

Please follow the steps here - http://helpx.adobe.com/x-productkb/global/digital-certificate-revoked-aam.html

You can also Contact Customer Care to help you fix the problem. 

^Ani

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LEGEND ,
Aug 27, 2015 Aug 27, 2015

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Error "The serial number is not valid for this product" | Creative Suite

http://helpx.adobe.com/creative-suite/kb/error-serial-number-valid-product.html

For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat option...
Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache.  If it fails to connect try using a different browser.


Serial number and activation chat support (non-CC)
https://helpx.adobe.com/contact.html?step=PHSP-PHXS_downloading-installing-setting-up_licensing-acti...

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Community Beginner ,
Jan 11, 2023 Jan 11, 2023

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I own Audition cs6 and have a valid serial number.  My computer where it was running crashed. Built a new one and now, my cs6 won't verify serial.  Contacted Customer Service, tech support, etc. The replied with this (partial reply) "In regards to the case - CS6 activation issue-EOL. Unfortunately, the software was officially declared to be discontinued in 2014, and thus if the developer itself stopped developing the software update, and bug fixes then, even we have very limited resources to support it."  I bought this software from Adobe in 2015.  Discontinued in 2014, but they still sold it?  They blamed developers who no longer support the software and provide updates (I never got the first update).  I explained that I didn't want tech support or developer support, only authentication to the software I paid for.  The only solution they will provide is being swamped by sales pitches to upgrade. I don't want to upgrade!   Years of work lost unless I agree to being held hostage by a forced upgrade.  All I want is to authenticate and finish install on my PC.  No longer possible.  My thought is this -- this is theft; from me by Adobe.  Adobe sold me this software "with no expiration date," and then they stopped authenticating it.  If they will steal one software from me after I own it, they will find other ways to cheat users.  I'm done with Adobe unless they make this right.  Does anyone know of a way to solve this problem?

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Community Expert ,
Jan 11, 2023 Jan 11, 2023

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what message do you see when starting activation with your serial number?

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Community Beginner ,
Jan 11, 2023 Jan 11, 2023

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"Please connect to Internet and retry"  I spoke with tech support and customer service....serial number is valid.  They finally told me that "Unfortunately, the software was officially declared to be discontinued in 2014, and thus if the developer itself stopped developing the software update, and bug fixes then, even we have very limited resources to support it."  The offline athentication process doesn't work either.  Tried both.  Apparently they have killed the software....hoping I'm wrong about that.

 

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Community Expert ,
Jan 11, 2023 Jan 11, 2023

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disconnect your computer from the internet and start offline activation.  enter your request code and serial number here, https://aoes-stage.licensingstack.com/aoes/aoes/v1/imsauthstatus

 

you'll probably need to use an alternative sign-in like google.

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Community Beginner ,
Jan 11, 2023 Jan 11, 2023

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I'll give it a try....back shortly.  I hope.  😉

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Community Beginner ,
Jan 11, 2023 Jan 11, 2023

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It didn't work.  Response code was "

 

It didn't work.  the response code was The serial number (redaced is invalid. Please Re-install the product and generate a new Request Code using a valid Serial Number."  I have had the serial number validated by Customer Service, and I still have the original pdf of the purchase.  It should work.

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Community Beginner ,
Jan 11, 2023 Jan 11, 2023

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I started over and repeated the process 3 times....get the same response.  Invalid serial number.  However, the serial number is legit and was authenticated by Adobe.

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Community Expert ,
Jan 11, 2023 Jan 11, 2023

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no, if you saw an invalid serial number you either made an error when entering the number OR you have the wrong installer.  details:

 

assuming you're using a valid adobe serial number (6 groups of 4 numbers), 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 (correct) 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

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Community Beginner ,
Jan 11, 2023 Jan 11, 2023

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No, I copied and pasted the SN one block at a time from my original document where I bought the product.  And, Adobe has verified it as the authentic Windows SN for install.  No way it's the wrong SN.  I've been using the same one all these years.

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Community Expert ,
Jan 11, 2023 Jan 11, 2023

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read the previous message.  the first sentence includes an "OR".

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Community Beginner ,
Jan 11, 2023 Jan 11, 2023

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BTW. It does not say "for this product."  The exact (copied) response with SN redacted is "The serial number {redacted} entered is invalid. Please Re-install the product and generate a new Request Code using a valid Serial Number. "

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Community Expert ,
Jan 11, 2023 Jan 11, 2023

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what made you think you would see "for this product"?

 

anway, if you don't want to acknowledge what i've stated, that's your right.

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Community Beginner ,
Jan 11, 2023 Jan 11, 2023

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I'm not trying to be argumentative.  Just not sure why the authentication isn't working.  I've verified my windows serial number, typed it in correctly and it even shows up correctly in the response.  It simply isn't working.  If this is an invalid serial number now, it has been deactivated because I've installed this software several times through the years as computers crashed and never had this problem before.  I do acknowledge what you said....just not sure what to do with it.  Please try again.

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Community Expert ,
Jan 11, 2023 Jan 11, 2023

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if your serial number were invalidated, you would see a different error message.

 

where's the installation file from?

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Community Beginner ,
Jan 11, 2023 Jan 11, 2023

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I used the original downloaded file first.  Tech support sent me to a new downloaded install file and I got the same result.  Until now, I only tried the offline install once prior to this.

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Community Beginner ,
Jan 11, 2023 Jan 11, 2023

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A question.  The error page says that I should use the suite number and not the individual product number. That could be the cause because I don't own the suite, only Adobe Audition.  Could that be the problem?

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Community Beginner ,
Jan 11, 2023 Jan 11, 2023

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If that is the problem, is there a solution?

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Community Expert ,
Jan 11, 2023 Jan 11, 2023

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that sounds like you're using the cs6 suite to install audition and that won't work. 

 

again, your installation file and serial number must exactly match.  if you use a valid serial number with the wrong installation file, you will see an invalid serial number message.

 

so, if your serial number is for audition cs6, you must use the audition cs6 installer. 

 

if you purchased the individual user north american cs6 audution, use https://prodesigntools.com/adobe-cs6-direct-download-links.html

 

follow the directions (esp, step 1)

save the install file. it may not remain online.

thank jim @ prodesigntools.com

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Community Beginner ,
Jan 12, 2023 Jan 12, 2023

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Sorry, it's been a tough week, but I'm back to it again.

Just for clarity, I am using the same installation file and serial number from the original pdf document when I purchased the software.  I've never had problems installing and validating this install from these two original files before.  I'm using the same OS; Windows 7 pro.  Something has changed....and that is the reason I'm so confused.  I have tried the recommended install file download and that didn't work.  I've tried Internet and that doesn't work.  The offline activation didn't work.  I tried offline several times to be certain I'd done it correctly.  I installed the software on another computer that was not on the Internet and got the same result, ie the message that my serial number was invalid.  I'm not sure what else to try.  I've gone back over your recommendations and retried each one.  Any more ideaa?  Thanks.

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Community Expert ,
Jan 12, 2023 Jan 12, 2023

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ideally you would have the original audition installation file saved so it can be used now.  if you have to re-download that installation file it's very unlikely you will get the one that matches your serial number.

 

bottomline: if you can't recall where that file is saved you're done trying to properly install that audition.

 

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Community Beginner ,
Jan 13, 2023 Jan 13, 2023

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I think I miscommunicated.  I have the original install file and the original serial number that always worked before.  I didn't download anything until it didn't work in an effort to get the installation to work.  Nothing worked.  The original install and serial number won't authenticate either online or offline.  That was the original problem.

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Community Expert ,
Jan 13, 2023 Jan 13, 2023

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i have no solution for that.   what you're reporting is not compatible with information from the past and present.

 

it's possible you're the first person to report the (now and forever) impossibility of activating cs6.  (there's a report from japan that cs6 activation will no longer possible as of 1/31/2023, but even that hasn't started yet, so that seems very unlikely, especially because i just helped someone activate their cs 6 yesterday.)

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