Participant

Answered

Has anyone had a POP-UP problem? I get a pop-up window that tells me the adobe software I have is not a genuine adobe product.

Forum|Forum|8 years ago
February 4, 2017
20 replies
51699 views

I haven't clicked on "more info" yet. Afraid it's phishing.

adobe pop-up

Correct answer Michael J. Hoffman

This is indeed legitimate, although the circumstances and causes of its appearance have been confusing in some cases. You can find more information at this link, including frequently asked questions:

Adobe Genuine software

This could be a result of software that has been tampered or modified, or a licensing issue. In any case, you should try to reach Adobe for help in correcting the issues causing this pop up.

Mike

S

Skinny_Htoo TF3804

Participant

I always get pop up so Could you please remove it or stop it for me?

kglad

Community Expert

@Skinny_Htoo TF3804

in what app?

and copy a screenshot of the popup in your app and paste it onto a reply here.

A

Anonymous

I own these adobe products they came with my mac as full versions (not trials). I get a popup every 30 minutes (approx)when i am on a search engine. I am not happy it is completely ridiculious whoever made this popup issue is unaware of the laws. I understand this pop up is adobe's way of making sales, however, to have a popup when i am not using the software is illegal, intrusive, distracting, highly frustrating. Adobe has no legal right to message me when i am not in an adobe application. Especially when i am paying other companies for time on their website. I should not hear from adobe other than when i am in the software or by email period.

This is my computer on my internet service you are using to harrass me and invoke payment when none is due, furthermore, to distract me and popup when i am on other sites which i pay for is a violation of my privacy and completely unethical.

[Abuse and caps removed by a moderator]

Nancy OShea

Community Expert

"I get a popup every 30 MINUTES (APPROX)when I am on a search engine."

Then your computer / browser is infected with malware. Nothing to do with Adobe. I recommend you scan your HD for trojans and spyware and/or take it in to Apple for a full diagnostic.

Nancy O'Shea— Product User & Community Expert

Lemuts

Participant

I'm having the same trouble and I can't even contact Customer Services. The, 'One moment while we gather your account information' has been doing so for over 40mins now and I can't get any further.

Adobe PLEASE FIX THIS NOW.

paulb88326260

Participating Frequently

More than a year after most of these posts were made, I had the same problem with Premiere Pro CS6. The nagging screen that it wasn't a legit copy. So I reinstalled and got a window that it wasn't a legit copy. Funny, it worked fine for more than two years.

Yes, I bought this from EBAY but I'm convinced it's a legit copy. I spent an hour and five minutes talking to three Adobe reps, all

apparently from India (I assume). At least the english got better with each person but it was a waste of time. I just think Adobe wants to

drive business to the subscription service.

Paul Bottoms

Terri Stevens

Legend

Sorry for your problem Paul but unfortunately you are one more victim of pirates selling on Ebay. Don't get like Donald Trump seeing conspiracy theories everywhere, all that has happened is Adobe has introduced a validation service which has detected a file on your computer has been modified by someone other than Adobe and now has flagged the software as counterfeit. It's not unusual to be able to use pirated Adobe software for several years trouble free but once discovered that's it the software is unusable. Look on the bright side, you got Premiere for a fraction of the retail price and two years out of it before getting caught.

paulb88326260

Participating Frequently

Terris,

How do YOU know it's pirated? So I had an even older version of Premiere, CS4, (yes I bought it on EBAY and used it trouble free for about two years with no problems). This came on the original disc rather than a download program and I got the same message---that it isn't valid.

If this Adobe software is so great, why does it take years to find a "pirated" program? Or is it like their software that told me last night that someone would be with me in an estimated 13 minutes when it really took 26 minutes? I think the same guy may have developed both those programs. Or the same company who hires people who can barely speak english and just repeats talking points?

Look, I don't have anything to fight them with and I'll continue to use the other seven Adobe software programs I bought until Adobe suddenly sends me a message that they're pirated. I think that Adobe, maybe influenced by the greed of Donald Trump, found a way to add to its' billion dollar bottom line simply by sending people messages that the program they paid good money for is not the real thing.

I'm not going to buy anything from them. And if you ask me, if anybody is acting like pirates here, it's Adobe.

Magic_Murder_Bag

Participant

Got hit by this pop up yesterday and it refuses to go away now (it keeps popping up every 10 minutes). Moreover, I never had problems with my CS6 since I first bought it back in 2014 and having it cropping up NOW is beyond infuriating. I do not plan on using CC for programs I already have (that being Illustrator CS6 and Photoshop CS5) because I cannot afford a monthly payment plan and Graphic Design Commissions are too far and few between (not to mention spotty internet). Please have someone fix this, cause this debacle is causing my patience to wane......and no, buying CC is NOT a valid fix.

Terri Stevens

Legend

If you are on Windows you could try turning off (disabling) the Adobe Genuine Software Integrity Service. Services can be found under Control Panel/Administrative Tools

I mentioned this to another OP with this problem , not really expecting it to work, but apparently it did. Unfortunately as I'm on Creative Cloud I cannot verify whether it does universally or not as I don't get the popups. For Mac users, I'm sure there must be a way of accessing services, but as a PC person I can't tell you how to get to those settings.

D

DLSBFD

Participant

This seems to be fixed now. It started for me on April 19th. I have not seen it today. I am keeping my fingers crossed.

David__B

Adobe Employee

Moving to the Download & Install forum

D

David1249

Participating Frequently

Dave thanks for your quick response I've was out most of yesterday and organizing my gear for a shoot this morning, but here's what I did on the 19th. I called the 866.493.4991 number in India, sorry I just find it hard to believe that we can not provide these jobs for people in our own country. I don't appreciate the fact Adobe farmed out it's customer service . . .

Anyway that's a topic for another day.

Here's what happened... basically I was told that I'd be contacted by phone or email within 24 to 48 hours. The customer service agent told me she was "escalating" my case. So far no contact by email or phone. She gave my a case number which is 0221790779.

One troubling note for me was this . . . I signed on to my account. And much to my surprise and chagrin the only product that Adobe had listed for my was Adobe Lightroom. First, I have been buying and using Adobe products from Adobe directly since 1995. I have always registered my products. But my current version of Photoshop CS6 which I upgraded from CS5 Extended, which I upgraded from Photoshop 4 etc... and there is NO Serial Number listed for my CS6. And no mention that I have the product which I purchased directly from Adobe some at least 3 years ago and registered on the same day as I downloaded it. It was the upgrade from CS5 extended. I recall in visits past to Adobe's site all my products were listed there. Now as I said only the Lightroom 6 exists. Is there some reason for that?

Regards,

David

David__B

Adobe Employee

Hi David1249,

Are you still getting the pop-ups? I read through the case notes of 0221790779. I do see that the case was escalated and setup for a callback. The notes said they tried but were unsuccessful, so left a vm. I can arrange something from my side if you're still having difficulties?

Hi DLSBFD,

Thanks for the udpate.

Best,

- Dave

D

David1249

Participating Frequently

Started happening to me yesterday, April 19th. Every time I opened the CS6 to work I get the same annoying pop up. I am NOT switching to RENTING your software! I have been using Adobe software since 1995. I do not intend to RENT your software I am content to use the software I legitimately purchased. Please put a stop to this annoying pop up. You are wasting my valuable time ADOBE. FIX IT, nuf said!!! I don't know, maybe ONONE software might be the answer. I hear they are making vast strides in photo editing. I reiterate I am not buying CC!

David__B

Adobe Employee

Hi Nc april 14th 1, Slingingsteve, Claire Thomas, Sunniem25557558, Sammievg, Krisleeapo, DLSBFD, and David1249

I'm sorry you're encountering this issue. We are currently investigating these reports. I'll send each you a private message to collect more information and see what we can do to help.

Thanks,

- Dave

S

sunniem25557558

Participant

David_B i called on 4/18/17 at 6:39 pm and was told i would rec'd call / email, received neither, but have not received pop-up since????

D

DLSBFD

Participant

This problem started happening for me yesterday (April 19) with CS6 which I have been using for over 3 years. What makes me so angry is that 3 years after purchasing their product retail, Adobe suddenly tells me it is not valid. Where is the company accountability. So, you have a glitch in your validation software. Just fix it instead of pretending there is no problem. I can't help but suspect it is a ploy to force people into CC.

K

krisleeapo

Participant

I have CS6 and have had no other versions installed on this computer, I purchased the software sealed in a retail box and used the serial number from the sealed retail box to download the software directly from Adobe and have been using it for a few years with almost no problems (there was an update that broke Acrobat but Adobe eventually released a fix for it) and now I'm getting the non genuine popups on all my CS6 programs even though they all PASS the test.

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