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Bebhinn277218205qvh
Participating Frequently
December 31, 2022
Question

Problem getting Adobe to validate my CS6 serial number

  • December 31, 2022
  • 4 replies
  • 7897 views

I downloaded CS6 Design Standard from my Adobe account. Up to now have used it solely on my MacBook Pro, but want to use it on my iMac (running Mojave) as per the licence agreement. All CS6 programmes are now installed, but when I entered the serial number it wouldn't validate it. The number is correct. The help page I was directed to merely said that the licence "may be expired or fraudulent", and I can't get any further than that. The number is the one that was issued when I bought CS6 nine years ago, and is registered with on my account. The licence has no time limit, so regardless of whether CS6 is "supported" or not, the serial number should still be possible to validate. 

I'd really appreciate it if Adobe could help, I don't seem to be the only one with a problem getting my genuine number to be validated...

This topic has been closed for replies.

4 replies

B
Bebhinn277218205qvhAuthor
Participating Frequently
January 1, 2023

I changed it to English International in case that would help but it still goes through the same loop:

 I click on "validate", and I get a message saying I'm not connected to the internet:

 and so it goes on, and on...

 In case of any confusion, my iMac is connected to the internet. The problem, despite the messages, is NOT internet access.  I've already tried the other option, of registering through another device to validate the number but Adobe did not like that, telling me that my Adobe account didn't exist!

T
Test Screen Name
Brainiac
January 1, 2023

Please type this command in Terminal

 

grep -i adobe /etc/hosts

 

Please copy and paste the response. Sometimes (only sometimes) the problem is in this file.

kglad
kglad
Community Expert
January 1, 2023

contact adobe support and check if the serial number was revoked, and if so, why and when it was revoked.

 

there are 3 ways to contact adobe; chat, phone and twitter:

chat:
use a browser that allows popups and cookies, and click 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.

phone:
https://helpx.adobe.com/contact/phone.html

twitter:
tweet @AdobeCare

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-community/td-p/12919684/redirect_from_archived_page/true

    B
    Bebhinn277218205qvhAuthor
    Participating Frequently
    January 1, 2023

    I've already tried the Twitter option, they just refered me back here...

    kglad
    kglad
    Community Expert
    January 1, 2023

    you'll need to persist, or give up on using your cs6 for anything beyond the 30 day trial period.

     

    chat is the best option, but in some countries they may not be able to use that.

      Nancy OShea
      Nancy OShea
      Community Expert
      January 1, 2023

      Did you purchase directly from Adobe or a 3rd party vendor? 

      If from 3rd party, is the vendor still in business?

      https://www.adobe.com/genuine.html

       

       

       

       

       

      Nancy O'Shea— Product User, Community Expert & Moderator
        B
        Bebhinn277218205qvhAuthor
        Participating Frequently
        January 1, 2023

        I bought it directly from Adobe.

        kglad
        kglad
        Community Expert
        January 1, 2023

        @Bebhinn277218205qvh 

         

        that removes one cause of serial number invalidation, and otherwise accomplishes nothing.  follow the suggestions in my previous post.

        John T Smith
        John T Smith
        Community Expert
        December 31, 2022

        Invalid Serial Number https://helpx.adobe.com/x-productkb/global/invalid-revoked-serial-numbers.html

         

        At one time Adobe did not check numbers very well, and people who did not buy direct from Adobe could use bad numbers

         

        Those numbers are now being caught during new installs

         

        You need to contact support for more information

         

        Be sure to remain signed in with your Adobe ID before accessing the link below
        Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
        .
        You MUST make sure that your browser does NOT block ads, scripts, or pop-ups
        You MUST also allow 'cookies' in your web browser for the link to work
        .
        This link will go directly to the chat option
        Type "Agent" in the chat box to bypass the chatbot and be connected to a person
        -Meaning type in the word Agent without the quote " " marks
        https://helpx.adobe.com/contact.html?rghtup=autoOpen
        - or by telephone https://helpx.adobe.com/contact/phone.html
        - or Twitter tweet @AdobeCare
        .
        Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
        -click for more information about scammers https://tinyurl.com/10791730

          B
          Bebhinn277218205qvhAuthor
          Participating Frequently
          January 1, 2023

          Hi, I bought the CS6 Design Standard package directly from Adobe and the serial number was sent to me by email, and is the same number as with the registered product listed in my account. https://helpx.adobe.com/creative-suite/kb/unable-validate-serial-number-ccm.html says that "The installer is product-specific. A separate installer has been created for each Adobe Creative Suite product. For example, you cannot enter your Photoshop serial number to install another product in the suite." My product is the CS6 Design package of InDesign, Illustrator etc. However, I have only one serial number which is for the entire package, not individual ones. Because it wouldn't accept the number during the installation does that mean I suddenly require a different serial number for each programme?

          kglad
          kglad
          Community Expert
          January 1, 2023

          no.

           

          when you start to install your suite, you are allowed to choose which of the programs to install from the suite.  but all that is irrelevant unless and until you get more info on the revocation of your serial number.  

           

          it would be helpful if you embedded a screenshot of the error message you see after entering your serial number, because there's a big difference between an invalid serial number message and a revoked serial number message.

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