I have adobe products I need to move from a dead computer, they have not been deactivated on the old computer. Where to start and what to do?

[Les Turner 01]

I have Adobe Suite Web Premium 4.0, Adobe Suite Standard 4.0, and Photoshop Elements 12.

The computer with Standard 4.0 just died, cannot boot and I need to move it to another computer.

The computer with Web Premium 4.0 is very out of date and on life support, hit and miss on booting up.

The Photoshop Elements is on my current computer.

I need to move all the products from the older machines, (not deactivated), and the PS Elements 12 to my laptop.

Don't even know where to start...

Standard 4.0 is currently on 2 computers, one at the office and one at home (dead).

Web Premium 4.0 is currently on 2 computers, one at the office, and one at home (on life support)

Photoshop Elements 12 is on my current home machine only.

How do I go about deactivating the old machines and reinstalling and activating on the newer machines?

Regards,

Les Turner

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[kglad]

request an activation count reset from adobe support.

contact adobe support by clicking this link and then clicking 'still need help' as soon as it appears, https://helpx.adobe.com/contact.html

[Les Turner 01]

Contacted support at that link, and they said that my CS4 cannot be reactivated? I understand that it is a few years old, but to say that it is not possible means thousands of dollars down the drain. I am very disappointed in the answer from support

There should be no reason why I cannot re-install the original CS4 that was bought and paid for because of a computer failure, without paying thousands more to upgrade?

There is no way I can afford to spend thousands more right now, and officially now cannot even earn any money as I do not have my programs since the computer failure.

There must be a way to get this done?

[kglad]

try again.  a different adobe support person may be more knowledgeable.

if not, ask the support person to escalate your request to a supervisor.

[Jeffrey_A_Wright]

Les Turner I am sorry for the confusion.  I am showing that you have a volume license for Design Premium CS4 registered under your account at http://www.adobe.com/.  The volume license of Creative Suite 4 does not use activation technology.

The volume license installation files are available at https://licensing.adobe.com/.  You will want to login with the credentials for the account which you purchased the software under.  If you attempt to use the installation files available at Download CS4 products then you will receive an error message that your serial number is invalid.  This is because the installation files available at Other downloads are for retail licenses.

I believe you received some misinformation when speaking with our support team that I wanted to correct.  The activation servers for Creative Suite 3 and later are still active.  In fact the same technology is being utilized, although much matured, to authenticate Creative Cloud Memberships.  The activation servers for Creative Suite 2 and earlier were shut down as they used different technology and it was not possible to maintain them any longer.

[Les Turner 01]

Thank you for your reply Jeff, that is good news. We are a non profit seniors organization, and spending a lot of money to replace this software is not really an option. I do have the original login information from when the software was purchased, but it is a login ID and password, not an email user name and password. Not sure if it will work or not. I will try it tomorrow and report back here if all is good or if there is a problem.

Many thanks for your help!!!

Les

[Les Turner 01]

Hi Jeff,

Logging into https://licensing.adobe.com/

is not working. If I try the current email and password it says Adobe does not recognize you as an authorized user of this web site. Please contact Adobe for assistance. If I try the original login from my notes when the CS4 software was purchased, (it is a user name and password, not an email address and password), it says password does not match.

If I log into my Adobe account, I can see that the CS4 Standard and CS4 Web Premium are both registered to my account, as well as a retail copy of Photoshop Elements 12 which was purchased recently, (June 10, 2014), but it will not let me log into the licensing site with my account or the original login from the CS4 purchases.

I think when I bought the retail PSE12 in 2014 I created a new Adobe account for that and did not use the original login that was created back with the CS4 purchases. Could that be what is causing the issue logging in?

Any suggestions?

I do have the original installation discs from both CS4 purchases, (we had requested and paid for discs rather than digital download at that time), and will have the associated documentation for the purchases at the office if that would be any help in sorting this out.

Again, thank you for your assistance in this matter,

Les

[Jeffrey_A_Wright]

Yes Les please contact our support team directly at Contact Customer Care and indicate you are facing difficulty accessing https://licensing.adobe.com/.  If you have already tried the Forgot Password link then you will want to provide any alternate contact information which may have been utilized to make the purchase.

You indicated that you had a number from your purchase.  This is likely your order number.  You can also provide this number and the order can be located by our volume licensing support team.  If you continue to experience difficulties can you please verify the contact information under your account at http://www.adobe.com/ is current.

[Les Turner 01]

Thanks Jeff, yes I will do that tomorrow, I had already tried the reset password thing today and no go. I will stop at the office tomorrow and pick up copies of the purchase documents and then contact support.

After resolved I will post here so the matter can be closed.

Much appreciated!

Les

[Les Turner 01 · Accepted solution]

Hi Jeff,

To make a long story shorter

I did manage to get access to the LWS today after a fairly long session with customer care. The confusion with the login stemmed from the long period of time since the purchases and long lost information. I was attempting to login to LWS with my own personal login, and not the original credentials that were no longer known. When I logged into adobe.com with my personal login, it showed the 2 products registered to my account, thus the confusion as to why I could not access the LWS. The products were actually registered under the business account under the long lost login which I managed to recover today.

However there was still one hurdle to cross. Because we had requested digital media with the original purchase, (DVD set), I was told that we do not have access to downloading the content. At the time of purchase we thought we were paying extra for the DVD media as an extra layer of protection against future problems), certainly never though that paying extra for discs, would disallow content downloads from Adobe. Umm, won't make that mistake again.

So, with the original discs picked up from the office, I managed to install the Design Premium on my new computer. It appears that the only downside to installing from the original discs vs downloading from the LWS is that it seems I cannot update anything, if I try to update it just says there is no updates available at this time. I assume that any updates are no longer available, where the LWS download is probably completely up to date with whatever fixes came after the media.

With that said, we have decided to upgrade the Design Premium to CS6 and I am awaiting an email response from them so I can complete the transaction.

Many thanks for your assistance in this matter, as without it, I would likely be laying on the floor screaming and pulling my hair out by now!

Regards,

Les

[Jeffrey_A_Wright]

Thank you for the update Les.  I can confirm the information provided by our support team.  We are no longer able to grant entitlements for the ESD of Creative Suite 4.  If the option was chosen to receive the software on CD then the download will not be enabled in most situations.  If a download/ESD was chosen at the the time of purchase then it should still be available.

If you are able to locate the CDs you can copy the installation files to a USB drive on a computer which does contain an optical drive.  You can then install from the USB files.

I do hope you enjoy the upgrade to Creative Suite 6.  Photoshop CS6 was the first version to include the feature known as Content Aware fill.  A feature I have found invaluable in my own photo edits.