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GMUSM
Inspiring
July 26, 2018
Answered

Invalid Serial Number Error with CS6 Products

  • July 26, 2018
  • 2 replies
  • 10343 views

Did Adobe shut off the activation server for Adobe CS6 products? I haven't been able to install anything lately. It keeps saying my serial number is invalid. I've tried all of the solutions listed here Error: "The serial number is not valid for this product" | Adobe Creative Suite​, and nothing works on multiple computers with multiple network connections over multiple days. At this point, I'm pretty sure the problem is on Adobe's side.

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Correct answer GMUSM

OK. I spent some serious time looking through installer logs like PDapp.log and Oobelib.log, and using various tools like Process Explorer to see exactly what the installer was doing and at what step it failed. I'm pretty sure I found out the root cause of the failure. Basically, the connection with the activation server uses either TLS 1.1 or 1.2 which some older operating systems don't support. You can patch up Windows XP if you don't mind your using POSReady updates. Windows Vista and 7 need the latest services packs AND all Windows Updates installed and maybe some registry hacks on top of that.

You can work around all of this by using the Adobe Provisioning Toolkit Enterprise Edition found on the Creative Suite Enterprise Deployment page. Using a "Type 1" exception, you can activate your license on another computer or with a browser that supports TLS 1.2 (like Firefox or Chrome) by generating a response code and going to the following page: Offline Activation

This has been a long journey (including an interesting encounter with someone who tried to trick me into turning over my serial number). I would like thank everyone in the forum who replied. Your responses helped narrow down the problem which I appreicate. I still have some choice words for Adobe support which I'll keep to myself.

2 replies

GMUSM
GMUSMAuthorCorrect answer
Inspiring
July 31, 2018

OK. I spent some serious time looking through installer logs like PDapp.log and Oobelib.log, and using various tools like Process Explorer to see exactly what the installer was doing and at what step it failed. I'm pretty sure I found out the root cause of the failure. Basically, the connection with the activation server uses either TLS 1.1 or 1.2 which some older operating systems don't support. You can patch up Windows XP if you don't mind your using POSReady updates. Windows Vista and 7 need the latest services packs AND all Windows Updates installed and maybe some registry hacks on top of that.

You can work around all of this by using the Adobe Provisioning Toolkit Enterprise Edition found on the Creative Suite Enterprise Deployment page. Using a "Type 1" exception, you can activate your license on another computer or with a browser that supports TLS 1.2 (like Firefox or Chrome) by generating a response code and going to the following page: Offline Activation

This has been a long journey (including an interesting encounter with someone who tried to trick me into turning over my serial number). I would like thank everyone in the forum who replied. Your responses helped narrow down the problem which I appreicate. I still have some choice words for Adobe support which I'll keep to myself.

Jeffrey_A_Wright
Community Manager
Community Manager
July 31, 2018

Thanks for the update, GMUSM!  I am curious what version of Windows were you installing CS6 on?  You make mention of XP, Vista and 7 in post #10.

GMUSM
GMUSMAuthor
Inspiring
July 31, 2018

Installing on Windows XP, but I tried Adobe Provisioning Toolkit Enterprise Edition on Windows Vista and 7. It never worked right on Vista (endless loop) and would not launch on 7 (said it was not compatible and I needed a 64-bit version). I managed to get the Provisioning Tookit working on XP (using POSReady updates) and Mac OS X 10.9.

John T Smith
Community Expert
July 26, 2018

Read this long message thread CS6 Serial Number revoked

If you have a serial number sold to you from an illegal vendor, there is nothing you may do

If you are sure you bought a legal, individual license, contact Adobe

Be sure to remain signed in with your Adobe ID before accessing the link below

-you must also allow 'cookies' in your web browser for this to work

https://helpx.adobe.com/contact/support.html

GMUSM
GMUSMAuthor
Inspiring
July 26, 2018

I got the serial number directly from Adobe's Licensing Website (AWL), so it is not from an illegal vendor. I've also used the serial number successfully in the past.

I tried twice to contact Adobe. The first time they disconnected in middle of a chat session and the second time they kept me waiting 20 minutes before I had to cancel the chat session myself in order to prepare for a meeting I had later.

This has been a needlessly frustrating experience.

John T Smith
Community Expert
July 26, 2018

>used the serial number successfully in the past

How many times have you activated, and did you DE-activate to be able to activate a 3rd (or more) time?