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Deactivation trouble CS5

Forum|Forum|6 years ago
January 1, 2020
6 replies
9420 views

I am installing Win 10 and need to deactivate Photoshop CS5, so I can use it again on my new operating system. But I can't deactivate from within CS5, all I get is a message to "connect to the Internet, then press Continue" - I am connected to the Internet!

On Adobe's Help-Webpage I found a link "How to deactivate from Adobe.com". Great I think, that will do it:

Sign to your Adobe account with your Adobe ID (usually your email) and password.

In the Plans section, click Manage plan.

In the Activated devices section (toward the bottom of the page), deactivate the device.

But the Plans section doesn't have "Manage Plan"

"My Products" shows my Photoshop CS5 and its serial number, but there is no way to deactivate it.

Can't connect to Adobe Support Person either with the Chat App not connecting...

Any help, or sympathy is greatly appreciated.

Activation

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Correct answer Test Screen Name

The instructions you are trying to follow are for people with current, supported software. CS5 long ago is out of support and never had a plan. Activation from the software is the only possibility.

If you can't connect to Chat either, it seems you have a problem connecting to Adobe in more than one way, and if you fix one you may fix the other. Maybe it's your firewall.

K

Krystian0D4B

New Participant

To deactivate CS5 Web Premium on Windows 10, find the .exe file of example Illustrator, click right mouse button and go to "Properties -> Compatibility". Set "Compatibility mode" to Windows 7. Then run illustrator.exe file with Administrator privileges and go to "Help -> Deactivate", check all Adobe programs and click on Deactivate - DONE 🙂

D

defaultrqnufogbgij4

New Participant

I tried your suggestion and it didn't work in my case.

D

defaultrqnufogbgij4

New Participant

So I just had another try deactivating the license through Photoshop 64bit version and it worked. Earlier I tried to deactivate it with Illustrator (I gues 32-bit version). I hope this helps others as well.

U

ukg

Known Participant

It sounds like the error message you are getting when trying to actvate is related to the activation problems other CS5.5 people currently are having at https://community.adobe.com/t5/get-started/how-to-activate-cs5-5-offline/m-p/10842035

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Brainiac

You might try telling your boss that such old software can't really be expected to run, and it's time to get up to date with the exciting new features of InDesign CC 2019. Your mileage may vary. And it may be that activation cannot work (even if the rest of the app cannot). However, here is a suggestion which may help with getting through to support, who don't seem to be trained in old products and often come up with questionable information about them.

Contact support again.

Do NOT say you have a problem with CS5, do not mention installing, do not mention Windows 10, do not complain, or get sidetracked. Say you need an "activation count reset". Use these exact words and no other form of them, with no other background. Repeat the words, don't try to explain them. (Obviously you will need to give them the serial number etc.) If they try to send you back to the forums, say the forums sent you and said that only official support can help, and ask for a supervisor.

Warning, scammers may contact you privately pretending to be Adobe staff. Adobe will never send you a private message asking you to email an account that isn't @adobe.com, or use Skype. Adobe never ask you for their password. These scammers want your Adobe info, credit cards, your money and control of your computer, please take care.

Abambo

Community Expert

To complement, read this: https://community.adobe.com/t5/photoshop-camera/avoid-phishing-3-easy-ways-to-identify-adobe-staff/td-p/10791747

ABAMBO | Hard- and Software Engineer | Photographer

John T Smith

Community Expert

When you can't deactivate a serial number
BE SURE TO ONLY ASK FOR ACTIVATION SUPPORT TO ADJUST YOUR ACTIVATION COUNT
Click here for a non-Cloud program http://helpx.adobe.com/x-productkb/global/service-c1.html

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INCONY AG

Participating Frequently

Was this problem solved?
I have exactly the same issue. My boss was using CS5 without any problem and was always satisfied. Then, shortly before 2020, she bought a new laptop and I had to install the same version on the new one.

So I took the ADOBE CREATIVE SUITE 5 DESIGN STANDARD CDs, which we have purchased a long time ago and installed the software - with success. Since the activation didnt work out then (as it isnt now), I activated the 30 trial period which ran out a couple of days ago.

After some research I found out that you have to deactivate the older version (e.g. the one on her old laptop) for the one on the new laptop to be activateable - no success. The serials number is right, but it wont let me activate because the key is in use. So I tried to deactivate the software on the old laptop with the same error like "SantaClaus".

After this, I tried to use the chat support and the woman there told me that CS5 doesnt work on Windows 10 machines which was a foul excuse since my boss used the software unsill the 30 day trial period ran out. So now she cannot use Photoshop, because I am not able to deactivate the old version on the old laptop.

What are we going to do to solve this problem?

Abambo

Community Expert

It may well be that activation does not work under Windows 10, but that the software runns well if activated under Windows 7 and then you upgrade to 10. At least my CS5 still runs fine on one of my machines.

As always, if you run software on untested OS, you should expect problems and you should not expect Adobe to work you through. They have never tested CS5 on Windows 10 and they never will do. And then Windows 10 is not exactly Windows 10. Since the start of Windows 10 you had several major versions and each major version may have introduced more incompatibilities.

What was the OS of your old Laptop? How many licenses have been activated before? Adobe allows for 2 concurrent activations only.

ABAMBO | Hard- and Software Engineer | Photographer

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Brainiac

Hmm, I have a thought. Please start Notepad, and open the file c:\Windows\System32\Drivers\etc\hosts

DON'T CHANGE IT but look for any lines with adobe.com or just adobe in them.

Do you see anything?

SantaKlausAuthor

New Participant

I opened the file "hosts" and there is no mention of adobe at all. It's quite short 855 bytes.

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Test Screen NameCorrect answer

Brainiac

The instructions you are trying to follow are for people with current, supported software. CS5 long ago is out of support and never had a plan. Activation from the software is the only possibility.

If you can't connect to Chat either, it seems you have a problem connecting to Adobe in more than one way, and if you fix one you may fix the other. Maybe it's your firewall.

SantaKlausAuthor

New Participant

Appreciate your reply.

Tried to deactivate with firewall and AV off, but no success...

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