Skip to main content
E
Excitizen
Participant
May 2, 2018
Answered

My Registered (Standalone) Products Are Missing

  • May 2, 2018
  • 1 reply
  • 900 views

Previously I have several products registered under my account, CS6, Acrobat Pro XI, Acrobat DC Pro, Acrobat Pro 2017 etc., that I can view under the "Products" tab, but they are gone after I just bought a year of CC subscription.

I've contacted two support staffs via online chat, the first staff verified some of the serial numbers and then redirected me to another staff; the latter told me the reason for me losing my products is that my account was deleted, but I've been using the same account ever since 2014, I've never changed my email address or something, all that I did is that I subscribed a year of CC, how is this a trigger for account deletion and re-creation? Without the user's knowledge? I tried to re-register these serials without success.

He/she suggests that as long as I have my serial numbers I should be fine, and that he/she will report this issue with senior staff. But after a day the website sent me several emails saying that the case was closed.

I want what's mine to show under my account simply because it is so hard to keep track of these numbers... Any thoughts?

Thank you for your help or suggestions!

Regards

This topic has been closed for replies.
Correct answer kglad

while your subscription is active your classic cs6 etc licenses will be converted (unfortunately) to a cc subscription license.  that's not a problem while your subscription is active, but you'll need to secure your serial numbers for future use if you ever terminate your subscription.

you can install most cs6 and new programs up to current using the cc app: as long as you do not have a trial, previous versions are revealed in the apps tab by clicking the arrow abutting the open/install button.  make sure you tick 'show older apps' in the preferences>cc panel.

p.s.  you can expect some (or a lot of) problems if you install more than one acrobat version.  all other adobe programs work without issue alongside other versions.

1 reply

kglad
Community Expert
kgladCommunity ExpertCorrect answer
Community Expert
May 2, 2018

while your subscription is active your classic cs6 etc licenses will be converted (unfortunately) to a cc subscription license.  that's not a problem while your subscription is active, but you'll need to secure your serial numbers for future use if you ever terminate your subscription.

you can install most cs6 and new programs up to current using the cc app: as long as you do not have a trial, previous versions are revealed in the apps tab by clicking the arrow abutting the open/install button.  make sure you tick 'show older apps' in the preferences>cc panel.

p.s.  you can expect some (or a lot of) problems if you install more than one acrobat version.  all other adobe programs work without issue alongside other versions.

    E
    ExcitizenAuthor
    Participant
    May 2, 2018

    Ahh, thank you for your reply, now I understand what's going on... it really helped me a lot!

    I have another question though, so does that mean all my products have been converted to CC, and after my subscription expires, they'll stay as CC as in I still will not see them under the "products" tab?

    Thanks again for your answer!

    Regards

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    May 2, 2018

    after your cc subscription ends your (cs6 etc) perpetually licensed programs will still be subscription and you'll be unable to use them.

    so, you'll need to uninstall them, remove the license files on your computer, reinstall them and activate them using your serial number(s).

    here's the complete cleaning you'll want to do when you're ready to reinstall them:

    uninstall everything cc, cs6 etc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

    then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

    clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

    remove your Adobe PCD folder and SLStore folders. (locations: https://helpx.adobe.com/creative-cloud/kb/configuration-error.html)

    restart your computer (don't skip this)

    reinstall your non-cc programs and activate with your serial numbers

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices