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]

to start mavericks safari does support tls 1.2.  did you test the safari version after installing mavericks?  if you did and it failed, update safari.

2nd, you should be trying an offline install.

3rd what is "aoes-stagelicensingstack"?

4th if you had a clean install you wouldn't have all this left-over stuff like login names and/or passwords.  nothing will auto-fill because that stuff wouldn't be on your computer if the computer were clean.

so, i don't think you're doing a clean install.  it sounds like you're installing your os over the stuff that's already on your computer.

[Garry Maclean]

When I do a "clean install" it completely erases all data on my hard drive, I then have to download from Apple the original OS that my iMac shipped with, i.e. Mavericks.

Mavericks is downloaded onto my iMac from the Apple servers whilst I am in "Internet Recovery" mode, it takes quite a while.

Once it downloads - directly onto my macs hard drive, no installers - I then have a dated Safari which I can only update with the few available updates.

At this stage when I try to open "communty.adobe.com" I'm informed by Safari that - "Safari can't open the page ?"

"Safari can't open the page "https://community.adobe.com" because Safari can't establish a secure connection to the server "community.adobe.com".

This happens with quite a few pages.

That is why at this stage I thought it best to upgrade the browser.

The  "aoes-stagelicensingstack" is just my abbreviation of https://aoes-stage.licensingstack.com/aoes/aoes/v1/imsauthstatus that you suggested earlier. As I've said I cannot access the adobe community forum at this point so I cannot copy and paste your links so I just tried to show an abbreviation of that link.

Having upgraded to Google Chrome could they be getting the autofill info that way ?

All points taken though kglad and I will review all that I have tried to date.

Thanks for staying the course with me.

[kglad]

with your mavericks safari what tls version is supported, https://clienttest.ssllabs.com:8443/ssltest/viewMyClient.html 

[Garry Maclean]

I've once again erased HD and a fresh instal of Mavericks via Internet Recovery Mode is installed on my iMac.

Today I'm going through every stage and making detailed notes of every move I make.

In reply as to the supported tls at this stage ?

Qualys

SSL/TLS Capabilities of your browser.

USER AGENT: Mozilla/5.0 (Macintosh; Intel Mac OS X 10_9_5) AppleWebKit/537.78.2 (KHTML, Like Gecko) Version/7.06 Safari/537.78.2

PROTOCOL SUPPORT

Your user agent doesn't support TLS 1.2 and TLS 1.3.  You should upgrade. (Red Text)

(CurveBall) Vulnerability

Your user agent is not vulnerable.  (Black Text)

Logjam Vulnerability

Your user agent is vulnerable. Upgrade as soon as possible. (Red Text)

FREAK Vulnerability

Your user agent is vulnerable. Upgrade as soon as possible.  (Red Text)

POODLE Vulnerability

Your user agent is vulnerable. Yoiu should disable SSL 3.(Red Text)

iOS and OS X TLS Authentication Vulnerability

Your user agent is not vulnerable.

Then under "PROTOCOL FEATURES" it states -

Protocols

TLS 1.3.  No. (Black text)

TLS 1.2.  Yes  (Green text)

TLS 1.1.  Yes. (Orange text)

TLS 1.0.  Yes. (Orange text)

SSL 3      Yes. (Red text)

SSL 2.      No. (Black text)

As you will note from above - the "Protocol Support" states it does NOT support TLS 1.2 whereas in the "Protocol Features" it says YES to TLS 1.2

I've absolutely no clue what this means or whether it is at all relevant ?

Also perhaps relevant is that under iOS and OS X TLS Authentication Vulnerability - see above - it states " Your user agent is not vulnerable"

I'm guessing "iOS and OS X TLS Authentication Vulnerability" relates to me ?

[kglad]

update safari only, https://www.whatismybrowser.com/guides/how-to-update-your-browser/safari

[Garry Maclean]

Updated just Safari

[kglad]

ok. does safari pass the tls 1.2 test here: , https://clienttest.ssllabs.com:8443/ssltest/viewMyClient.html

[Garry Maclean]

Firstly when trying to connect with the Mavericks and updated Safari I cannot access the Adobe Support Community web page to copy and paste the link - https://clienttest.ssllabs.com:8443/ssltest/viewMyClient.html - so I am copying the link manually from a different computer I have access to and entering it into the Safari browser window.

The message I receive on Safari when I attempt to acccess the community.adobe page is -

"Safari can't open the page because Safari can't establish a secure connection to the server "community.adobe.com"

That was why I previously upgraded from Safari.

I'm going to key in manually. .  .  .  https://clienttest.ssllabs.com:8443/ssltest/viewMyClient.html

[Garry Maclean]

QUAYLS
In SSL/TLS (as previous test above)

PROTOCOL SUPPORT

LAST test result was >>> Your user agent doesn't support TLS 1.2 and TLS 1.3.  You should upgrade. (Red Text)

This LATEST test >>> Your user agent has good protocol support.(Green Text)

So just for clarity, at any future installations of Maverick/Safari I will immediately update Safari.

[kglad]

can you update mavericks to high sierra?

[Garry Maclean]

Yes, no problem regarding updating to High Sierra.

Should I proceed to do that whilst staying with Safari ?

Quick update - 

Having updated Safari and whilst still using Mavericks I went OFFLINE.

Whilst OFFLINE I then inserted Dreamweaver disk and after selecting "INSTALL - I have a serial number" and inputting the serial number I was once again met with the "Please connect to internet and retry".

I will review all the other advice and try out suggestions offered and continue keeping records.

[kglad]

"Please connect to internet and retry".

was there any option at that screen?

[Garry Maclean]

Negative regarding any other options.

It's the screen I see time and time again.

Dark grey window, white lettering.

"Please connect to the internet and retry"

"If you choose to connect later, you will have 7 days to validate your serial number otherwise your software will stop working."

"If this computer cannot access the internet, get more details at http://www.adobe.com/go/getactivated using an internet connection"

Should I remain on Mavericks and upgrade to High Sierra  ?

[Garry Maclean]

When I follow the link http://www.adobe.com/go/getactivated I come to an Adobe page headed -

"OFFLINE ACTIVATION"

Option 2 states >

"Use an internet-enabled device to "Generate a Response Code" Sign in and enter the machine specific Request Code as well as your products serial number"

The "Generate a Response Code" is a link which opens an Adobe window >

"Sign In"

"New User? Create an account"

There is an empty space for an email address and a "continue" button

Below that there are 3 further sign in options - Apple, Facebook or Google.

When I fill in my email address and hit continue the next window is confusing me because I'm asked for my password but it is NOT to access my Account.Adobe account where details of my Dreamweaver and Photoshop details are recorded. Instead this password request is to access something called my "PERSONAL ACCOUNT"

I have no idea what this "PERSONAL ACCOUNT" is nor why it appears at this stage in the proceedings when I presume I am actually trying to reach my Account.Adobe which has P.S & D.W. recorded as registered.

Should I try to locate and delete this "Adobe PERSONAL Account"

Presumably if it did not exist then Adobe might offer the option to access the Account.Adobe where my products are registered ?

[Garry Maclean]

When I proceed with my Adobe "PERSONAL ACCOUNT" sign in I reach this window >

"OFFLINE ACTIVATION"

"Generate Response Code"

"Enter your products Request Code and Serial Number"

Below this are two EMPTY boxes.

"REQUEST CODE (s)".  &  "SERIAL NUMBER"

Both boxes are empty.

I obviously have the Serial Numbers but DO NOT HAVE ANY "REQUEST CODE" info.

Going by the steps I've just taken it is easy to rerturn to this point in the future.

However that said I have been here before and there was no "Request Code" at that time either.

Going back to my earlier query above, is it possible that I should not have arrived at this "PERSONAL" account but instead should arrive at my other Adobe account (Account.Adobe) which has the same email address but a DIFFERENT access password.

The Account.Adobe is where I can see my registered CS6 products.

[kglad]

enter your serial number and click something to generate the request code.  ie, the installer generates the request code.

once you have that go to the offline activation site and enter that request code.  that will generate a response code that you'll enter into the installer panel.

[Garry Maclean]

The installer is NOT generating a REQUEST code.

When you say "click something"  .  .  .  there is nothing to click.

I am already on the red Adobe logo page headed >

"Offline Activation"

I've even tried clicking the red Adobe logo which just brings me back to the same page.

When I reach here the "REQUEST CODE(s)" box is EMPTY, as are the serial number boxes.

I've tried inputting my serial numbers in the hope that this might trigger the "Request Code" box to reveal a "Response Code" but it does not.

I get that I need a "Request Code" to generate a "Response Code" but there is NO "Request Code" showing.

Again I'm wondering whether (as above query) I should be on my "Account.Adobe" page when I go in search of the elusive "Request Code:"

As I've already mentioned I do not know what that "Adobe Personal Account" relates to.

It is my "Account.Adobe" that has my CS6 Dreamweaver & Photoshop registration details listed there.

I've no idea what my "Personal Adobe Account" relates to - it has the same email address but a different password access.

I'm wondering if that is confusing the issue and when I am on a page trying to find a "Request Code" I am actually on the wrong page and should be on the "Account.Adobe" web page and NOT the "Adobe Personal Page" which has the same email address but a different password.

[kglad]

the request code is generated by the installer on your computer.

[Garry Maclean]

Having searched the forum for others with similar problems I've moved on at least a few steps along the road - but still no end in sight yet sadly.

;o(

I'm now running OS High Sierra 10.13.6 - it appears not to matter what OS or browser is in operation.

These are my Adobe CS6 box pictures I uploaded earlier, I paid a fortune for these Dreamweaver and Photoshop at the time, circa 2014.

 

These are the installation disks.

 

They had been working perfectly until I made the mistake a couple of months ago of upgrading my iMac to OS Mojave. I then discovered that the CS6 applications were not useable with Mojave due to 32 bit / 64 bit compatibility issues.

Having searched online for answers the only real option open to me was to downgrade from OS Mojave to OS High Sierra which I did.

My heartfelt gratitude goes to “Community Expert” kglad, without who's tireless help and enduring patience I would have given up a long long time ago.

Many many thanks “kglad” !

Firstly, whilst I had both Dreamweaver and Photoshop CS6 installed on my iMac since circa 2014, and they had only ever been installed on this one iMac, I had lost their Serial Numbers, this only coming to light whe I attempted to re-install.

However using the “Mac Product Key Finder” I was able to retrieve them from my iMac.

 

I also registered them with Adobe and as soon as I entered the serial numbers they were recognised as being “Mac Platform” and “Versions 13.0 & 12.0 respectively”

 

Having explored many many options to try and get Adobe to generate the required “REQUEST CODE” . . . both online and offline activation . . . I've discovered that to find this elusive “REQUEST CODE” . . . so that, when combined with the “SERIAL NUMBERS”, Adobe will then generate the “RESPONSE CODE” I must first of all install the full Photoshop application onto my iMac.

I inserted the Photoshop CS6 disk and launched the installer, whereas before I was going down the “INSTALL” route and getting nowhere fast, this time around I opted for the “TRY” option . . . “I want to try Photoshop for a limited time” . . . Adobe Photoshop then proceeded to install onto my iMac.

At this stage I'm aware that I only have a limited time to “trial” Photoshop.

I then clicked on Photoshop and went to the Photoshop “HELP” option along the top of the screen.

Then selected “Product Registration” which opens Adobe “Serial Number Validation” informing me I have 7 days remaining to “validate” or the software will stop working.

 

The “CONNECT LATER” option just makes the window disappear. The “VALIDATE” option brings you to the “Please Connect to Internet” window which has never brought me any joy.

 

 

The 3rd option - above - on the Serial Number Validation page is not far below the “Serial Number Validation” heading where in BLUE it says “Having trouble connecting to the internet?”

( Incidentally this entire process is done whilst ONLINE )

Clicking on “Having trouble connecting to the internet ?” led me to this window.

 

This above window is another I had also come across many times before however back then when I clicked on “Generate a Response code” all I got was an EMPTY “Request Code” box alongside an empty “Serial Number” box awaiting my serial numbers input – but during those previous encounters I had NOT installed CS6 onto my iMac – this time with CS6 installed and operational, albeit only in 7 day trial mode, I finally got the elusive “Request Code”

 

“Activate Later” makes the window disappear whilst “Activate” is not a permitted option.

I am ONLINE at this stage.

I clicked on “I want to activate faster by getting online”

This takes me back to this “Serial Number Validation” window, however this time I HAVE GOT a “Request Code” whereas before clicking on “Validate” brought me to the dark grey window - “Please connect to the Internet and retry”

 

This time selecting the http://www.adobe.com/go/getactivated from this window

I reach the Offline Activation yet again and this time when I select “Generate a Response Code” I am invited to sign in to my Adobe account with my email and password.

 

Once I've done that this window opens – another I've seen many times.

But on this occasion I come armed with my “Request Code” !!!

With a degree of optimism I input the “Request Code” and also my Photoshop “Serial Numbers” in the hope that this will allow me to generate the "Response Code" however my hopes are dashed yet again and instead I get this  .  .  .

 

 

My disks are legitimate, clearly no one would counterfeit disks and boxes to that level.

The Mac Product Key Finder hasn't just conjured up Serial Numbers for fun.

Adobe themselves have accepted the registration whilst at the same time recognising them as "Platform Mac" and "Version 13.0" and "Version 12.0" respectively.

Any assistance and/or advice gratefully received and welcome !

[kglad]

once you see that offline activation panel, you're home.  stop working on your high sierra computer and leave this panel open

using an up-to-date computer, open https://exception.licenses.adobe.com/aoes/aoes/v1/t1?locale=en

and enter that request code and serial number to get that response code.  once you have the response code, return to your high sierra computer and enter it.

[Garry Maclean]

Many thanks for update and info kglad  !

I will report back on progress.

Thanks again.

[Garry Maclean]

I've just tried the above suggestion and sadly it has once again failed.

I left the "Offline Activation" page (above) with the Response Code empty and ready for Response Code input - on my iMac/High Sierra.

I then went on to a MacBook Air, 2020, M1chip, running OS Montery 12.6.1 and opened this link https://exception.licenses.adobe.com/aoes/aoes/v1/t1?locale=en

When it opened I was at the "Offline Activation" page, with the link to "Generate a Response Code" 

Clicking on it opens up my Adobe "Sign In" option.

When I sign in I reach the "Offline Activation" page with the link to "Generate a Response Code"

Clicking it opens the "Offline Activation" page with the "Generate a Response" requesting input into the two boxes headed "Request Code(s)" and "Serial Number"

When I input both the request code and the serial numbers  .  .  .

I do not receive a response code  .  .  .  instead I am told both the "Request Code" and the "Serial Numbers" are invalid.

The request code has been repeatedly checked and is input correctly, I'm 100% convinced that the serial numbers themselves are correct and legitimate, the Mac Product Key Finder located and retrieved them from my iMac after it's "Deep Scan", there is no way that the key finder just invented these numbers. Adobe have also accepted, recognised  and both Photoshop and Dreamweaver are registered and listed under "My Products" in my Adobe account.

I'm struggling   :o(

[kglad]

when you opened https://exception.licenses.adobe.com/aoes/aoes/v1/t1?locale=en were you prompted to sign-in?

if so, did you use your adobe id or sign-in via an alternate method?

[Garry Maclean]

When I opened https://exception.licenses.adobe.com/aoes/aoes/v1/t1?locale=en I was prompted to sign in with my email address and required to input my Adobe password.

CRUCIALLY . . . (perhaps) . . . that password to access https://exception.licenses.adobe.com/aoes/aoes/v1/t1?locale=en is NOT the same password that I use to access my Adobe.Account.

That normal Adobe.Account I refer to above is where I can view my Adobe account and see my registered products.

I'm not sure if I have somehow managed to get 2 Adobe accounts - the email address is the same for both.

But the passwords are DIFFERENT.

When I go to my Adobe account . . . via my browser unrelated to these current CS6 issues . . . I access it with my email address and my password “A-B-C-D-E” and that gets me in to my Adobe Account where I can see my CS6 registered products.

However -

When I am trying to resolve these CS6 validation / request code / response code etc., etc., issues with my CS6 and I arrive at https://exception.licenses.adobe.com/aoes/aoes/v1/t1?locale=en and am then required to “Sign In” with my email address and then input my password . . . whilst the email address is the same the password I use for accessing

https://exception.licenses.adobe.com/aoes/aoes/v1/t1?locale=en is different to my other Adobe.Account password.

I repeat – the email address for both the standard - day to day - access to my Adobe.Account via my browser where I can see my registered products and for accessing https://exception.licenses.adobe.com/aoes/aoes/v1/t1?locale=en are the same.

However the passwords for both of the above are NOT the same.

Is it normal/acceptable to have two different passwords ?

[kglad]

no, it's not normal to have two different passwords with the same adobe id = email address. 

how did you even figure out that you needed a different password and how did you even find that other password?

i'm not sure any of that is the cause of the invalid serial number and invalid request code messages, and even if it is related, i can't imagine how to get the password linked to your cs6 registration to work with that offline response code generator.  

bottomline: i think we're at the end-of-the-road for offline activation.