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frank-frank-frank
frank-frank-frank
Participant
July 14, 2015
Answered

Installer wrongly claims this is counterfeit software. I paid for it. How can I contact customer support to fix that?

  • July 14, 2015
  • 3 replies
  • 6399 views

EXECUTIVE SUMMARY

Installer says it's counterfeit software but it's not---how can I get to customer support to have this fixed?

DETAILS

On installing creative suite master collection cs6, the installer says "the product you are trying to install is not an adobe genuine software and appears to be counterfeit. Please report piracy or contact customer support for assistance". Needless to say, the product is genuine and legitimate. I teach at a university and I have bought a perpetual licence for it in 2013. I installed it on my laptop then. I have now got a new laptop and am installing it on the new one. I have not yet deactivated the old one because I need to hold on to at least one that works. Adobe help says "A single license for Adobe software lets you install an app on two computers", which is what I am doing. The serial number has been validated as correct. The link to "contact customer support for assistance" sends me to this forum rather than to a real customer support representative. Their piracy detection hits a false positive that annoys a genuine customer. How can I contact someone who can check the legitimacy of my account and resolve this? Thanks.

    This topic has been closed for replies.
    Correct answer frank-frank-frank

    Thanks. With your pointer I eventually got through to someone in a live chat. They suggested that maybe my install files were corrupted. They were not able to supply the correct hashes (which would have allowed me to verify whether my files were corrupted or not without re-downloading them) so my only recourse is to download some 10 GB from Adobe and see if that fixes it. I'm doing that as we speak and meanwhile I'll go to bed.

    3 replies

    J
    joanb59631982
    Participant
    September 10, 2020
    • The same thing has happened to me. Has anyone been able to get a successful response from adobe? They insist my copy is counterfeit, but was purchased through a Canadian university. 
    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    July 14, 2015

    Warning: "Adobe Genuine Software Validation Failure..." | Windows

    frank-frank-frank
    frank-frank-frankAuthor
    Participant
    July 15, 2015

    Thanks. Meanwhile I was googling the error message and got to that same page, which sounded like a plausible answer. I tried it. I did download the latest Adobe Application Manager ApplicationManager9.0_all.dmg from Adobe - Adobe Application Manager : For Windows : Adobe Application Manager and installed it. Then I tried reinstalling CS6, entering serial number etc. I still got the same error: "the product you are trying to install is not an adobe genuine software and appears to be counterfeit. Please report piracy or contact customer support for assistance". Just to be sure I rebooted and attempted to reinstall again. Still same error.

    John T Smith
    Community Expert
    John T SmithCommunity Expert
    Community Expert
    July 14, 2015

    Since this is an open forum, not Adobe support... you need to contact Adobe staff to help

    Chat/Phone: Mon - Fri  5am - 7pm  (US Pacific Time)

    Serial number and activation support (non-CC)

    http://helpx.adobe.com/x-productkb/global/service1.html

    frank-frank-frank
    frank-frank-frankAuthorCorrect answer
    Participant
    July 15, 2015

    Thanks. With your pointer I eventually got through to someone in a live chat. They suggested that maybe my install files were corrupted. They were not able to supply the correct hashes (which would have allowed me to verify whether my files were corrupted or not without re-downloading them) so my only recourse is to download some 10 GB from Adobe and see if that fixes it. I'm doing that as we speak and meanwhile I'll go to bed.

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