Old Laptop failed but there are no devices listed in the Adobe Portal to deactivate

[darren_1628]

My laptop failed and has been replaced so I couldn't deactivate in the app itself.

However there are no devices listed under my account, even though I have two other working Photoshop installations. The failed machine is work one (but indivdiual licenses) so I cannot use my other installations.

Certain functiosn of Creative Cloud are banned in my organisation so I cannot purchase a newer copy, only older version of Photoshopp Elemts are allowed.

How can I deactivate my current product so it can be re-installed.

[Peru Bob · Accepted solution]

The only way to deactivate is if you can open the program on the computer that you want to deactivate.

[kglad]

and if you have access to a computer with an activated copy, do NOT deactivate until you update your os, and update your default browser and make sure your default browser is not opera.  ie, it might be best to check in here before trying to deactivate.

[darren_1628]

That is the problem.

May orginal laptop had a total hard disk failure. There is no way to access the original installation and deactivate through the application - a process I'm familiar with.

The Adobe portal states I have no devices at all which is wrong. So I can't deactivate from there either.

I find it hard to believe that Adobe themselves cannot deactive a license if proof of purchase is available (which it is and I'm happy to provide it to them directly).  

If this is correct then what Adboe are sttaing is if you equipment fails, is stolen, or inaccesible for any reason you have to buy a new copy.  

[kglad]

your last paragraph is correct, though you get two activations, so if both devices are unusable/inaccessible, you cannot deactivate and therefore cannot activate.

[darren_1628]

Thanks for your help.

This version has only ever been active on one device at a time and is a perpetual licence. It won't let me install on a different device at all, otherwise I wouldn't have this issue. 

If there are literially no other options. I'll have to take this up elsewhere.

[kglad]

are you seeing an excess activation count message?