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kechilders714
kechilders714
Participant
January 24, 2017
Answered

Need to deactivate license on a computer that I do not have access to

  • January 24, 2017
  • 2 replies
  • 7485 views

Alright, so I've been going around and around in circles on Adobe support with no helpful answers, I've also called what I thought was Adobe support only for them to tell me that they cannot help me. SO, my computer is in the shop being repaired but they have to wipe it clean and then they can reinstall my programs, however they won't be able to reinstall photoshopCS6. I've read that you can deactivate from your Adobe account, which I've tried, but when I get to my account none of my products are under the registered tab, there is no deactivate device option under manage plan for creative cloud, I see nothing. I'd like some real help here. Going around on these forums I'm seeing a lot of what seems like automated answers from Adobe "experts". Clicking "Contact Us" has done nothing but send me in circles and it's the most maddening thing. I've even tried putting in my serial number where it says register an older product, and it says that my serial number has already been registered, so I know my computer is activated. Can someone, a human, PLEASE help me resolve this issue? I need some help ASAP!!! Thanks in advance.

    Correct answer Ned Murphy

    It would help more if there was an explanation why your activations cannot be reset.  Otherwise there is the possibility that your activations can be deactivated (reset).

    Unless you have a volume license, you should be able to contact Adobe Support thru chat and request them to reset your activations - ask for no more than that.

    Chat support - For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat option...

    Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache.  If it fails to connect try using a different browser.

    Serial number and activation chat support (non-CC)

    https://helpx.adobe.com/contact.html?step=PHSP-PHXS_downloading-installing-setting-up_licensing-activation_stillNeedHelp

    Also, if you happen to have only had the one installation/activation, you still have another that is available to use before you need a reset.  Your license comes with the option to have two machine activated at a time.

    2 replies

    Ned Murphy
    Ned MurphyCorrect answer
    Legend
    January 25, 2017

    It would help more if there was an explanation why your activations cannot be reset.  Otherwise there is the possibility that your activations can be deactivated (reset).

    Unless you have a volume license, you should be able to contact Adobe Support thru chat and request them to reset your activations - ask for no more than that.

    Chat support - For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat option...

    Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache.  If it fails to connect try using a different browser.

    Serial number and activation chat support (non-CC)

    https://helpx.adobe.com/contact.html?step=PHSP-PHXS_downloading-installing-setting-up_licensing-activation_stillNeedHelp

    Also, if you happen to have only had the one installation/activation, you still have another that is available to use before you need a reset.  Your license comes with the option to have two machine activated at a time.

    Atul_Saini
    Community Manager
    Atul_SainiCommunity Manager
    Community Manager
    January 24, 2017

    Hi kechilders714,

    I would like to inform you that there is no provision to deactivate CS6 from the machine which you don't have access to. However, we can help you with the activation once you are up and running with your new machine.

    Please let us know whenever you have your system back and share your serial number with me via personal message.

    Thanks. 

    PaulH7
    PaulH7
    Participant
    April 2, 2025
    Hi Atul_Saini,
    On 31 March 2025 (2 days ago), I sent you a personal message as you requested because I HAVE EXACTLY THE SAME PROBLEM as "kechilders714" (Need to deactivate license on a computer that I do not have access to). Could you please reply? 

    The message I sent you on 31 March 2025 is basically what follows, except that in the personal message to you I include my serial number and my phone number:

    In your message to "kechilders714" (subject: Need to deactivate license on a computer that I do not have access to) you said "I would like to inform you that there is no provision to deactivate CS6 from the machine which you don't have access to. However, we can help you with the activation once you are up and running with your new machine. Please let us know whenever you have your system back and share your serial number with me via personal message. Thanks."

    I HAVE EXACTLY THE SAME PROBLEM. AS REQUESTED, I HAVE CS6 UP AND RUNNING ON MY NEW COMPUTER BUT I NEED YOUR HELP TO ACTIVATE IT, PLEASE. My serial number is XXX. The error message says that my serial number is already in use on 2 other computers. I don't have access to either of those 2 computers (1st one was stolen years ago and the one that I had been using CS6 on crashed/totally died and I can't get it to work, so I had to replace it with a new computer and I need to use CS6). 

    Your help would be GREATLY APPRECIATED to activate CS6, please.

    Kindest regards.

    Paul Harrigan

    Phone: 715-828-XXXX

    John T Smith
    Community Expert
    John T SmithCommunity Expert
    Community Expert
    April 2, 2025

    Due to Adobe's new policy of not resetting a user's activation count you are simply not going to be able to activate your CS6 when you are not able to de-activate a prior computer

     

    https://community.adobe.com/t5/download-install-discussions/activation-limit-reached-for-non-subscription-adobe-desktop-applications/td-p/14804413

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