How to deactivate CS6 licenses on a broken computer ?

[thierrya10035319]

Hello,

I have a license for Photoshop and one for Lightroom both in CS6 version.

I had activated the licenses for these two softwares on a laptop computer but the computer suddenly broke down so I could not deactivate them. There is also no possibility through my Adobe account: after methodically visiting each tab on my account I did not find any links to manage and deactivate my licenses ... And since this is old software , I apparently no longer have access to any Adobe support, in any case I couldn't find a way to contact them. No matter what I do, I always go back to the Adobe Help Center page

I still have the other activation available that I am using on a new computer, but if it also fails then I will no longer have access to my software at all.

I understood that I could probably manage activations through the Creative Cloud (which I didn't install because I don't need it elsewhere) but is that really the case? Otherwise what is the correct method to deactivate these licenses?

Thank you for your answers.
Thierry

[kglad · Accepted solution]

you can request an activation count reset (which will deactivate on all computers) from adobe support.  ask for no other help related to cs6 or you'll be directed back here where you'll get no help (with deactivation).

using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

click contact us (= cryptic icon in the lower right)

in the chat field, type AGENT
be patient, it can take quite a while to reach a human

[masqu3rade]

I just tried and got off to a good start:

"I see that you need assistance in activation count reset on Adobe Design std 6. May I have the serial key of the product?"

Then they came back with this:

"Thank you for staying connected. Adobe Std 6 is a unsupported product. Hence, we cannot reset, activate or deactivate the license."

[kglad]

try again.  you'll get a different agent and (hopefully) have a better experience.

using a browser that allows popups and cookies, contact adobe support by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam.

[jat470]

I just want to mention that I just tried this solution (I had CS6 Creative Suite installed on three different computers that died on me) and it worked (10/1/22). It not only worked, the issue was resolved within minutes. Thank you so much for posting this solution.

[kglad]

you're very welcome.

[LinSims · Accepted solution]

If you plan to use CS6 do not, under any circumstances, install a CC application as CC will hijack your CS6 installation and try to make you use the CC version.

[thierrya10035319]

Thank you very much for your response and your speed 🙂

I did not allow cookies so the icon to contact the chat did not appear at the bottom of the contact page. The problem has been solved by an Adobe technician.

I carefully keep your remark concerning the installation of CC products.

[kglad]

you're welcome.

[genet42045101]

I did as indicated above, but the agent looked up my products and said I had to buy new programs or go to the support blogs. Any ideas?

[kglad]

if you were careful to request an activation count reset and nothing else and the rep refused because they could not establish legal ownership, you're out of luck getting it to work.

return it/seek a refund.

if you failed to follow directions carefully when talking to adobe rep, try again.