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No Subscription Found

Community Beginner ,
Oct 05, 2022 Oct 05, 2022

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I have a subscription.  I can log into my account online and see the subscrition is up to date.  When I double click on my RAW file however, the PDApp opens saying no subscrition found.  I log in with the confirmed Adobe ID I just used to access the website and nothing.  I click the 'Have a different Adobe ID?' fill in the same log in info, and access the website, but still not the software.  I click contact Customer Support, which takes me to the site that says my serial number has expired or is invalid. 

Yes my comupter is old, and so is my OS Macbook Pro, Sierra 10.12.6.  I cannot update my PS as it's not compatible with my OS but it worked just fine yesterday, and for the last month.

 

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Activation , Creative Cloud , Installation

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Community Expert ,
Oct 06, 2022 Oct 06, 2022

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Community Beginner ,
Oct 08, 2022 Oct 08, 2022

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I've done steps 1+2 multiple times, but step 3 isn't an option as I cannot update to the latest version of PS - my OS is too old.  PS was working until I closed the app, now it won't open.  I've had a subscription for almost 10 years.

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Community Expert ,
Oct 08, 2022 Oct 08, 2022

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use a browser that allows popups and cookies and contact adobe support by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human

p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

p.p.s. you can also use twitter to tweet @AdobeCare

p.p.p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

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Community Beginner ,
Oct 13, 2022 Oct 13, 2022

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Thanks for the help.  I'm struggling to find the chat field though - I click the link, select canada (my location) and it sends me to a Customer Care page, no chat window.  I tried the phone link (thank you for being so thorough!!) and get to a page that does offer a link to the chat and, surprise - it takes me to the same Customer Care page.  I feel like a rat trapped in a maze HAHA.  Is that the right place??

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Community Expert ,
Oct 13, 2022 Oct 13, 2022

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if you use a compliant browser the chat window in the lower right opens when you click the link. if don't know how to enable cookies and popups, try a different browser or phone ot twitter.

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Community Beginner ,
Oct 17, 2022 Oct 17, 2022

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I've now waited on hold for 45min and then got disconnected??  This is ridiculous!  The chat function described below doesn't exist in Canada, on any browser, pop-up enabled or not.  While sitting on hold and reading other people's experiences, I learned I'm not the only person with issues finding a real person.  Ridiculous.  I get I'm just one small account, but seriously?  

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Community Expert ,
Oct 17, 2022 Oct 17, 2022

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try phone or twitter.

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Community Beginner ,
Oct 17, 2022 Oct 17, 2022

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I called back, only connected to a person once I selected the "activate my account" option, they transfered me to Customer Support.  Rahul was unable to start a screen share with me after trying twice, and then hung up on me. 

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Community Expert ,
Oct 18, 2022 Oct 18, 2022

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your default browser must support tls 1.2, https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html

 

to test your default browser's tls you can use , https://clienttest.ssllabs.com:8443/ssltest/viewMyClient.html

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Community Beginner ,
Oct 18, 2022 Oct 18, 2022

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Thanks. I was using latest Google Chrome so should t have been an issue. I'm also not going to wait on the phone for anther 1.5hours to be hung up on or if they won't troubleshoot Photoshop 2018 even if I get a helpful person. 

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Community Expert ,
Oct 18, 2022 Oct 18, 2022

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ok.

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Community Beginner ,
Oct 18, 2022 Oct 18, 2022

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Thanks for trying 🙂

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Community Expert ,
Oct 19, 2022 Oct 19, 2022

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you're welcome.

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Community Expert ,
Oct 18, 2022 Oct 18, 2022

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I have a subscription........the site that says my serial number has expired or is invalid.

So you don't have a subscription! You have been using a Serial Number. Subscriptions do not use or need Serial Numbers. Do you pay monthly or yearly?

What is the "PDApp"?

What Version Numbers of your Apps?

access the website, but still not the software.

Are you tying to download and install?

You will not get any Customer support from Adobe for Apps that have passed  'End of Life'.

The only place you might download old versions is- https://prodesigntools.com/adobe-cs6-direct-download-links.html

 

 

Regards. My System: Lr-Classic 12.0.1 Photoshop 24.0.1, ACR 15.0, Lightroom 6.0, Lr-iOS 8.0.8, Bridge 13.0, Windows-11.

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Community Beginner ,
Oct 18, 2022 Oct 18, 2022

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I have a subscription........the site that says my serial number has expired or is invalid.

So you don't have a subscription! You have been using a Serial Number. Subscriptions do not use or need Serial Numbers. Do you pay monthly or yearly?

I do have a subscription, I pay monthly.  I don't have, nor have I ever had a serial number.  When I click on my raw photo, PDApp opens saying that my trial licence has expired.  I don't have a trial license.  I THINK it has something to do with Creative Cloud because since I did a space tidy of unused filed, Photoshop will not work.  

What is the "PDApp"?

Good question.  A number of sugestions on google, all of them are greek to me.

What Version Numbers of your Apps?

I have Photoshop 2018 downloaded on my Mac.

access the website, but still not the software.

??

Are you tying to download and install?

Neither. I have Photoshop CC 2018 downloaded.  I cannot open any of my raw files as it appears to do a licence/subscription check which sends me into a log in, yes my subscription is valid, try again, no subscription loop.

You will not get any Customer support from Adobe for Apps that have passed  'End of Life'.

The only place you might download old versions is- https://prodesigntools.com/adobe-cs6-direct-download-links.html

I don't need to download it.  I need my subscription to be honoured, and them to let me open my files.

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Community Beginner ,
Oct 20, 2022 Oct 20, 2022

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It's solved ?

 

First of all, you can use PS 2019, it's also 10.12 compatible. Why PS 2018 ?

Look PS 2019 Sys-Requirements 

Look also here PDapp.exe - ... 

 

If you want, you can upload a Mac - System-Report 

 

Greets

sado

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Community Beginner ,
Nov 26, 2022 Nov 26, 2022

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Found the answer - Adobe removed all versions before 2021 from their subscrition verification function.  This had nothing to do with me, and everything to do with Adobe.

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Community Expert ,
Nov 26, 2022 Nov 26, 2022

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i don't understand that statement in view of the fact that older versions can be used with a subscription.

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Community Beginner ,
Nov 26, 2022 Nov 26, 2022

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Not according at my email exchange with Adobe - they will no longer verify subscriptions for 2018 version - I would love to hear from someone running 2018 though.  My software works no problem - but Adobe won't verify my subscrition for 2018, only 2021 or newer.

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Community Expert ,
Nov 26, 2022 Nov 26, 2022

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what do mean by, adobe won't confirm your 2018 subscription?  

 

do really mean to say, adobe doesn't support 2018 (which is old news) 

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Community Beginner ,
Nov 28, 2022 Nov 28, 2022

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What does not support mean to you? To me and Adobe's website it means no tech support, no updates, bug fixes, no new technical content. I would expect my downloaded software to still work in the state it's in - it worked one night, then the next day the subscription didn't verify. That's an Adobe prooblem. Not me. 

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Community Expert ,
Nov 28, 2022 Nov 28, 2022

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LATEST

adobe wants to coerce users to use the latest versions of its products despite the problems this can cause.  to do that they say they will only support (ie, answer questions about) the current version and one earlier.

 

otoh, adobe continues to allow older versions to activate and run and even makes those older versions available for download and install.

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