Error 16 + No Serial Numbers + Not registered with Adobe - HOWEVER programs still on Apple Mac.

[Garry Maclean]

Hi there,

I’m just wondering if anyone can assist or can offer advice as to where to look.

Apologies in advance if this is a long read.

I’ve been working on my hobby website, on and off since 2014, using Dreamweaver & Photoshop CS6, which I’m aware are old school nowadays.

My problems began last December, 2022, after I had upgraded from High Sierra to Mojave, the upgrade was to enable some other app which required a higher OS than High Sierra. I had previously googled as to whether CS6 was compatible with Mojave and the first answer I found unfortunately said it was - I have since discovered they are not compatible.

The problem I encountered was that although I could still access and use Dreamweaver I could no longer upload the updated page files to my server.

I then purchased a 2 TB SSD to back up everything as I had read that one option was to “downgrade” to High Sierra.

Many issues followed as I soon encountered problems such as being told that there was already a newer OS installed. I eventually went back to Mavericks (Internet Recovery Re-Boot) which my Mac shipped with. Over the next extremely stressful few days - including my mac showing what looked like a white “No Entry Sign” - I have somehow managed to stumble my way to having High Sierra as my OS and The Machine back ups to before Mavericks, when I was running Mojave.

I’ve used Time Machine to restore the Adobe CS6 products but I now have come up against Error 16.

CONFIGURATION ERROR

Please uninstall and reinstall the product.

If this problem still occurs, please contact Adobe technical support for help, and mention the error code shown at the bottom of this screen.

Error: 16

http://www.adobe.com/support/

The problem now escalates somewhat as whilst I purchased the proper packaged printed disks with serial numbers and licence etc., from memory for something in the £800 to £1,000 mark from a retailer I cannot now recall, I also failed to register with Adobe, yep I know, big  .  .  Doh!

I still have the boxes and disks.

Having googled extensively I now appreciate I am in something of a pickle to put it mildly.

I am encountering Error 16 which states I should uninstall/re-install but without the Serial Numbers this I cannot do.

There appears to be a few different apps available that claim to be able to locate the serial numbers from within the mac.

This is a genuine and honest enquiry regarding having legitimately purchased the items so they were input to my Mac at some point, most likely circa 2014.

Does anyone know if these supposed “key finders” actually work ?

https://mac-product-key-finder.com/

They seem to cost about $29 which from where I am would be something of a bargain.

Any assistance and/or suggestions gratefully received.

Many thanks.

Kind regards, Garry.

[kglad]

there are several possible ways to find/recover an adobe serial number.

1. search purchased materials: https://helpx.adobe.com/download-install/kb/find-serial-number.html

2. you can check your account (if you purchased from or registered with adobe AND you remember the adobe id used to purchase/register), https://account.adobe.com 3

3. if your adobe program is installed on another computer you can recover its serial number from that computer,

(win:) http://www.belarc.com/free_download.html

(mac:) https://mac-product-key-finder.com/

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post if it helps you get responses.

<moved from using the community>

[Garry Maclean]

Hi kglad,

Many thanks for your reply, much appreciated.

1. I purchased them in disk format from an online store I cannot remember.

2. I didn’t purchase from Adobe nor did I register the product with them.

3. Whilst I was extremely sceptical regarding the “key finder” option, seeing as how I had run out of options I decided to give https://mac-product-key-finder.com/ a go.

Paid my $29 dollars and waited for yet another failure  .  .  .  however  .  .  .   up came the serial numbers for Adobe Dreamweaver CS6 & Adobe Photoshop CS6.

I can hardly believe it.

Many thanks again.

HOWEVER

I have now hit yet another problem -

After inputting the Adobe Photoshop CS6 Serial Number I am confronted with the message  .  .  .  

“Please connect to the internet and retry"

I’m obviously connected to the internet  .  .  .  any ideas folks ?

[Garry Maclean]

I have also just removed the opm.db file as suggested below -

Delete the opm.db file from the following location:

• Mac OS: Mac HD/Users/<user account>/Library/Application Support/Adobe/OOBE

<user account> is your user-specific folder.                                                                The <user account> /Library/ folder is hidden by default in Mac OS 10.7 and later. To access it, see Access hidden user library files.

[kglad]

adobe connection errors are common and are not related to whether you're connected to the internet.  they're related to connecting to adobe's secure servers.

if you have a non-current os, your default browser must support tls 1.2, https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html

to test your default browser's tls you can use , https://clienttest.ssllabs.com:8443/ssltest/viewMyClient.html

otherwise, confirm that you can connect to the secure adobe servers by reading, http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

do you see both logos after clicking "link"?

if you can and still see a connection error try these steps, https://helpx.adobe.com/download-install/kb/common-network-connectivity-issues.html

if those all fail, white list the adobe network endpoints, https://helpx.adobe.com/enterprise/kb/network-endpoints.html

or, if you’re trying to activate a perpetual license, you can try offline activation by disconnecting your computer from the internet, starting activation and using https://aoes-stage.licensingstack.com/aoes/aoes/v1/imsauthstatus

[Garry Maclean]

Hi kglad,

Many thanks for getting back to me.

(1) I am using OS High Sierra 10.13.6 and cannot update as that would prevent Adobe CS6 products being usable.

Presumably High Sierra 10.13.6 supports “tls 1.2” ?

(2) The default browser test results shows - “Your user agent has good protocol support”

The things below that all state - “Your user agent is not vulnerable”

Protocol Features:

TLS 1.3 - Yes

TLS 1.2 - Yes

TLS 1.1 – No

(3) Connected successfully to Adobe servers - and can see logo.

(4) Ran through - most - of the steps within the adobe/enterprise suggestions.

(5) "White list" the Adobe end points - ?

I’ve used the link but do not fully understand what I should do with the info.

(6) Going by when the products were originally installed on my Mac it seems likely the purchase date of the disks and programmes - brand new - was March 2014. I presume this fits in with it being a "perpetual licence” ?

When you mention “offline activation” - how do I do this ?

I went offline and tried to install but after inputting serial number came up against  .  .  .

 “We are unable to validate this serial number for Adobe Photoshop CS6. Please contact Customer Support”

Presumably this is because I’m offline ?

Many thanks.

Kind regards, Garry.

[kglad]

for offline activation.

disconnect your computer from the internet.

start the installation of your cs6 programs (or, if already installed, open an app>click help> activate/sign in)

when you get to the activation stage you should be prompted for offline activation, your installer should generate a "request code" and prompt you to obtain a "response code".

click the link given to obtain that response code, but if it fails, use:

https://aoes-stage.licensingstack.com/aoes/aoes/v1/imsauthstatus

or

https://exception.licenses.adobe.com/aoes/aoes/v1/t1?locale=en

if you have trouble signing in with your adobe id/password, sign in with google, if you can. otherwise, try one of the other options.

on the offline activation page, you'll enter your "request code" and your cs6 serial number. 

with the response code, return to your installer,

installation and activation should procede.

[Garry Maclean]

Thanks for update kglad, much appreciated.

Having explored both of your suggested routes - "aoes-stage.licensingstack” & “exception.licenses.adobe” it became apparent that I had a previously unobserved/unnoticed issue in that although I was able to fill in the Serial Number requirements the “Request Code” box was empty.

I then went looking for a solution to the lack of request code issue and came across another post elsewhere to which you have also contributed.

“Request Code to Activate CS6 without Internet”

 [Branched from 2013 topic]

 lorraine5FCO - Community Beginner, July 27,2021.

Following on from this post, and when online, I started the installation, filled in the serial number and was confronted once again by the “Please connect to the Internet and retry” message. I was online so decided to proceed with the “Connect Later” option and Photoshop installed without any problem.

During this process a message came up that - from memory - stated that I would have seven days to validate.  

I decided to proceed with caution and have only installed Adobe Photoshop CS6 to start with.

It is installed and seems to function perfectly - fantastic !

My remaining concern relates to the 7 days to register warning.

When I go to the Photoshop CS6 “HELP” window the list shows - among some unimportant options -

PRODUCT Registration

Deactivate

As above “PRODUCT Registration” in black, “Deactivate” in grey.

The Deactivate is clearly not an available option and when I try Product Registration I am back in a loop asking me to “Please connect to the Internet and retry” with the same previous options of “Connect Later” or “Retry”.

Retry just bounces me back to the same window.

Having already used the “Connect Later” option to get where I am I reckon there’s no point in repeating that.

Can you advise me as to how to complete the process requirements so that I do not lose CS6 after 7 days ?

Many thanks.

[kglad]

you need to disconnect your computer from the internet, open ps and click help > activate.

[Garry Maclean]

I went offline and opened P.S. however the options remain as above - 

PRODUCT Registration

Deactivate

As above “PRODUCT Registration” in black, “Deactivate” in grey.

[kglad]

open ps > click help and take a screenshot.  embed the screenshot here.

[Garry Maclean]

 

[kglad]

that can't be activated until the trial expires, and even then may be problematic.

did you disconnect your computer from the internet before you started the cs6 installation that finally succeeded in instaling the cs6 trial?

p.s. you could try clicking system info.. and then updates.. to see if they offer any options.

[Garry Maclean]

Hard to recall what with everything I've tried, reckon I was offline when I used the installer.

I also have to try Dreamweaver next, should I be online or offline when installing ?

A short while ago - whilst stumbling around in the hope of finding anything that might assist, not sure where the heck I came across it - I came across the missing "Request Code" however after inputting the Request Code and Serial Number in "Offline Activation" I have been advised that the Serial Number is invalid. It is definetely the correct number that I got from the Product Key Finder earlier, could it just be saying it's invalid due to me now being in trial mode ?

This is the latest message -

 

[Garry Maclean]

 

[kglad]

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

[Garry Maclean]

Disks are not part of a suite - they were bought individually.

There are 3 serial numbers on the Product Key Finder report -

(1) Adobe Dreamweaver CC

(2) Adobe Dreamweaver CS6

(3) Adobe Photoshop CS6

I've checked and I am inputting the correct one for Photoshop CS6

If I was to try Dreamweaver next then should I be ON or OFFLINE when I try ?

Or would you advise to hold back and try and resolve the Photoshop issues first ?

What happens to my Photoshop once this 7 day "trial" ends ?

Do I just lose all access unless I can resolve this situation ?

Can this be at all related to issues I had at the very outset with having to reboot in Recovery Mode and go back to my original OS (Mavericks) that my Mac shipped with, or does having reached this stage suggest that the Mac Hard Drive itself is okay and it's the software side, serial numbers, installation files etc., matching that is failing to operate as it should ?

Apologies for all the questions it's just that I'm greatly concerned that things have kinda fallen apart recently regarding these issues.

Many thanks once again for taking the time and trouble to assist me to date.

It is greatly appreciated.

[Garry Maclean]

Looking back at my earlier replies/messages of a few hours ago it seems I was ONLINE when I installed Photoshop.

Should I have been offline ?

[kglad]

you can try either on or offline.  but you couldn't connect with adobe's licensing server when trying online, so we moved to offline.

the process is different for on/offline.

after the trial period which should be 30 days (unless something cc is causing a problem), you will no no longer be able to open and use the app.

do or did you have something cc on this computer?

everything you've described so far is a software problem.

you should work on one program at a time. eg, solve ps first.

[Garry Maclean]

Negative with regards ever running anything CC on my Mac.

When you say after 30 days I will no longer be able to use the app does this mean it cannot be "resurrected" for want of a better word and therefore will not be useable ever again ?

Looking back at my earlier reply to you - (about 3 hours ago, please see above) - I was online if that is relevant - most likely not now.

[Garry Maclean]

I was thinking I might go back and try a re-install and check for "mismatches" in time zones etc., etc., can I simply use "Clean My Mac" to uninstall Photoshop and try again or am I now tied until the 7 or 30 day trial ends ?

[kglad]

you're not tied to the trial (though the trial will end immediately if it's detected that you tried to restart the trial), and when the trial ends you can still activate (if you solve the activation problem).

before trusting cleanmymac i would suggest you uninstall and use the cs6 cleaner.

but best would be to backup your data, restore your mac to factory settings, update your os, and then carefully start the installation of one of your cs6 programs.

[Garry Maclean]

Many many thanks for you assistance to date, it is very much appreciated.

Good to hear that I still have options to fix the issues going forward even once the "trial" ends.

I will try to use back up data using Time Machine as you suggest and report back one way or the other.

Kind regards, Garry.

[kglad]

if you do a time machine to reset your computer to the past, don't update your os immediately.

after reset, if your os is more recent than 20 years ago, leave it.  update safari only.  then start cs 6 install.

[Garry Maclean]

Hello again,

Historically - as stated above - I’ve already tried to restore Photoshop CS6 and now find myself stuck in it’s "trial mode" for either 7 or 30 days with that particular application.

Today I’ve just tried a Time Machine recovery RESTORE from December 6th way back when both Photoshop & Dreamweaver worked fine.

This time around I have only restored Dreamweaver CS6.

I selected the Dreamweaver CS6 application and restored it and the Dreamweaver application is now in my Application Folder.

When I try to launch from my dock I am met with an option to “START MY TRIAL”.

Having already been down this road with Photoshop I am aware this is not a route I wish to travel.

I then went OFFLINE and tried to launch Dreamweaver.

My options were either to “LICENCE” or “TRIAL”.

Having selected “LICENCE” this bought me to the x8 boxes to input my Serial Number.

Once I input the Serial Number I received the message  .  .  .

“WE ARE UNABLE TO VALIDATE THIS SERIAL NUMBER"  etc., etc.

Looking over various options suggested in earlier posts above - should I do an Internet Recovery re-boot, which will install the OS it shipped with, in this case Mavericks ?

Then as you say above - only update Safari - then start a CS6 install ?

If so, should I use the disks I own and should I be OFF or ON-line when attempting to install Dreamweaver ?

Many thanks,

Kind regards, Garry.