New computer will not accept product licence keys

[stefan_sweden]

Hello,

I´m a Photoshop user since the start 1987 (on a Mac SE) who bumped in to problems following how my Mac Book needed to be replaced.

I changed my email address more than 10 years ago and as my computer and my Adobe programs were working I didn't even think about the fact that all my Adobe purchases were linked to my old address.

When my computer broke down I got a new one with the same operating system and I installed a Mac Time Machine backup copy of my hard drive including my Adobe software (PS and IL).

But my Adobe programs are not working. 😞

They are asking for my product license keys-  but when I enter them - I get an error message.

I tried to solve the problem by creating a new Adobe account with my current email address and then register my existing and valid licenses but the system says "this serial number is already in use".

But the “already in use”-user is me myself so I end up in a Moment-22 lope.

As the old computer and the old email is dead - I cannot log in and un-register my valid licenses from this not existing account.

How can I register my licensed products to my Adobe account and make them work again in my new computer?

[stefan_sweden]

Nancy,

I have registered my ownership. I have been invited to- and attended countless Adobe seminars and new version releases over decades of time. 

Now when I ask Adobe to search for my old profile on the no longer existying email address, they cannot find it. 

Well, I haven’t removed myself! 

I cannot answer how I got ouit of the system but I still have my original boxes with my license numbers on them.

I am not trying to use my license number once again - I have replaced my Mac Book as the old one died and wish my licensed product to work again.   

[kglad]

@stefan_sweden 

do you see a problem when trying to activate?

[stefan_sweden]

kglad - well, the main problem is that it’s not working... 

Sorry about the sarcasm - but I don’t agree with how this matter is descrbed that my licensed product is reestricted to be installed in 2 specific computers. 

I have been buying Adobe software sinse 1987 and now when I'm retiersing from being a professional photographer for 40 years I just wish to be able to open my old PSD-files with the Adobe product I have bought with a personal license to use in 2 computers. 

There is nothing in the license agreement that it´s limited to two specific computers and that I cannot move it when one of them brakes. 

I had the same issue with Microsoft and they happyly helped me get their software runninbg again. 

I cannot register my product in my new account as the system says my licence number is already in use and my old account is missig because Adobe have removed me (?) or what ever reason they cannot find it. But I haven’t done anything to remove myself.

[kglad]

what do you see when trying to activate?

[Nancy OShea]

We're going in circles, within circles again. 😝 

Your 13-year-old license is used up. Sorry, but nobody can fix that for you. 

Goodbye & good luck with whichever new product you decide to purchase.

[kglad]

ie, do you see a problem when activating?

[Nancy OShea]

Adobe Support can't help you because legacy CS6 is unsupported.  It's 13-years beyond its "replace me" date.

If you want help, you'll need to buy a supported product.

[stefan_sweden]

Hi JW,

I r-e-a-l-l-y appreciate you taking the time to try to solve this for me.
It makes me believe in mankind. Thank You!

I downloaded the Transfer of Licence form as PDF, filled it in but I could
not open a case on my Adobe account to upload it as I didn’t have any
licensed products - and I cannot register them either as it says the
product key is already in use.
So it’s a Moment-22 loope.

On the form there was an option to send the document in by fax and I tried
this but it doesn’t go through so I don’t know if it’s valid fax numbers
(?).

And without any other way to upload the transfer of licence form I hit a
dead end here.

Kind Regards, Stefan

[Nancy OShea]

1. To deactivate a device, you must have access to the device on which Creative Suite was installed.  Remote deactivation is not possible for legacy CS apps.

2. Creative Suite apps won't run, much less install, on newer Macs.  You need compatible 64-bit software that can run on your current machine. 

Make sure your computer meets the minimum requirements. Most Creative Cloud apps work on these systems, no more than 2 versions back:

• Windows 11 (64-bit) versions 24H2, 23H2,; Windows 10 versions 22H2, 21H2;
• MacOS 15 (Sequoia), 14.7 (Sonoma), 13.6.7 (Ventura).

- https://helpx.adobe.com/creative-cloud/system-requirements.html

Creative Cloud Bundles & Single App Plans for mobile, web & desktops
https://www.adobe.com/creativecloud/plans.html

[stefan_sweden]

Hi Nacy,

Thanks for responding 🙂

I got a used 2017 Mack Book Pro with the same processor as my old one just because it had to work with my Mojave operating system where most of my software doesn’t work in newer hardware. I cannot buy a complete new one for that reason. So this part is taken car of and solved - it’s to get my licensed Adobe softwere to accept my leagaly purchased product keys that is my problem. 

It appears as the system thinks I am installing it in an additional computer and not moving it from a broken computer to one that works.  🙂

[Peru Bob]

It appears as the system thinks I am installing it in an additional computer and not moving it from a broken computer to one that works.  🙂

By @stefan_sweden

That is an additional computer.

The only way to free up an activation is to deactivate it from the old computer.  If you can't do that, you can't recover the activation. Adobe used to allow you to deactivate from your account if registered, but CS versions no longer have that option.

[Nancy OShea]

the system thinks I am installing it in an additional computer and not moving it from a broken computer to one that works.  🙂

By @stefan_sweden

============

It's not the same computer.  It's a 3rd device.

• You previously installed CS6 on 2 devices. 
• Your license came with 2 activations.
• Before you can activate on a 3rd device, you must deactivate CS6 from devices 1 or 2.
• If both devices are broken or gone, your only option is to replace CS6 with a supported product.

Creative Cloud Bundles & Single App Plans for mobile, web & desktops
https://www.adobe.com/creativecloud/plans.html