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Question

PS CS6 installation problem

Forum|Forum|3 years ago
October 10, 2022
7 replies
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Hi. I have a problem activating PS CS6.
I was replacing the SSD in my Macbook Pro. Before replacing, I uninstalled PS CS6. After replacing it, I can't reinstall CS6
I bought a PS CS3 first and then a PS CS6 as an upgrade. I have 2 codes to activate.
After uploading PS CS6, I entered the upgrade code. A message appeared in the window that the code was invalid. Unfortunately, you cannot re-enter the code, because the Adobe window says that I am not connected to the Internet, which is not true.
In the chat, Adobe employees did not explain anything.
Please help.
Robert

macOS

This topic has been closed for replies.

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Robert26515915t4plAuthor

Known Participant

https://community.adobe.com/t5/photoshop-ecosystem-discussions/ps-cs6-online-activation-is-still-available/m-p/13319338#M682757

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Robert26515915t4plAuthor

Known Participant

Hi again.

Reinstallation was successful.
I called a foreign (as it turned out) hotline (I hope it's true that it is free hotline 😉 ), where a consultant from India explained to me, or maybe understood already during the activation of CS6, that online activation is no longer possible.
He said the activation process would be complicated and asked to be able to remotely control the computer. For this purpose, they send a program that runs, as the consultant said, for the duration of the session.
I defended myself, but finally agreed.
After an unsuccessful online activation attempt, the consultant went to offline activation. For some reason, it was also not easy. The first time, the consultant also received an request code error.
On the second try it was successful.

After completing the activation, the consultant sent me instructions on how to go offline activation by yourself. I am pasting these guidelines here. I know a link has been provided for how to do this, but maybe someone would need some other words to explain.

"Greetings from Adobe!

This email is regarding the conversation we had for the CS6 Activation. Here I am sharing the offline activation steps to activate the application below:

< Launch the product.
1). At the Serial Number Validation screen, click Having Trouble Connecting To The Internet.
2). Click Offline Activation and click Generate a Response Code.
3). Write down the Request Code.
4). Switch to an online computer and navigate to

www.adobe.com/go/getactivated
5). Click Offline Activation.
6). Sign in with your Adobe ID.
7). Enter your Request code and click Generate.
8). Write down the Response code.
9). Switch back to the offline computer.
10). Enter the Response Code and click Activate."

The only thing that is not clear to me is step 3). How the consultant got the request code?

The offline PS CS6 activation procedure is so complicated that it's nice if Adobe released a video tutorial.

kglad

Community Expert

(i don't think they'll be releasing a tutorial about what you described.)

but thanks for the follow-up. (and you should probable run some virus and backdoor scans.)

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Robert26515915t4plAuthor

Known Participant

Any idea how to contact with an official Adobe technical support? But not by phone

kglad

Community Expert

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

kglad

Community Expert

Hi @Robert26515915t4pl, my goodness, this has come a long way in the short time since I was the first to reply to your post. Thank you very much to others who offered their time and support to help you with this issue, especially @kglad, in my absence. I read now we are at the point where only Adobe can help you reactivate your CS6 license. I know you indicated you do not want to contact them by phone, but honestly, that may be the only way through this. Someone at Adobe can look up the status of your serial number and let you know where you stand. But we can't do that here. As posted earlier, to call Adobe, search this list for the support phone number in your country: https://helpx.adobe.com/contact/phone.html

The registration of your software through the third-party distributor is likely a hang-up. Yours is a cautionary tale for others running the old versions to immediately check their Adobe account to make sure the product is registered. However, MAYBE, if you can document your original purchases with a receipt or bank statement proving the purchases, you can find a sympathetic person at Adobe to issue you a new serial number and download link to replace the software you are trying to activate now. I don't know if this is even possible, but it's worth asking if you want to spend more time and energy to explore the possibility through Adobe support. Of course, a successful activation of CS6 on your individual, particular system is something else altogether.

If you are not able to achieve this, there are some other alternatives for you, depending on what you use Photoshop for. Photoshop for the Web may be a possibility at some point, as is the Photography Plan for US $9.99/month for an annual subscription or $119.88/year prepaid. I know you have invested a lot already for the use of Photoshop, as have many, if not the majority, of us here. However, as times and technology evolve, so do our businesses and deliverable expectations. Perhaps a trusted client or sponsor can front you the cost of a subscription? You can reimburse them through new paid works created with the latest software and your talent. I realize I'm not telling you anything new, but I hope you can sense our sincere and heartfelt attempts to guide you through the issue you are facing.

@J E L, it's not clear (to me) that there is a license issue (yet). the license problem notice only occurred once, i believe, and so may have been the result of a typo while entering the serial number.

on subsequent tries to enter the serial number, after starting the installed program, the op sees an internet connection fail notice.

we've gone through all the first level connection problem troubleshooting and can't find a problem there. we're now going to the reinstall stage after cleaning.

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Robert26515915t4plAuthor

Known Participant

My answer to Adobe:

Hello Adobe Customer Care.

Your answer is ridiculous. I purchased PS CS6 software with a lifetime license. This means that I still have the right to install my copy on the new SSD, and Adobe is supposed to make it possible for me. By blocking me from reinstalling the software and using it, you are breaking the contract.

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Robert26515915t4plAuthor

Known Participant

Adobe's answer just received

Dear Robert,

Thank You for sharing concern with us.

The CS6 version is no longer available, for more details please refer to the link- https://helpx.adobe.com/in/support/programs/adobe-support-policies-supported-product-versions.html

-------

But I bought PS CS6 with lifetime license.

If so, Adobe is obliged to enable me to reactivate the program on a new disk along with the updates that have already appeared. This is probably a breach of contract by Adobe?

kglad

Community Expert

cs6 is no longer supported by adobe, but it is available and it still can be activated. but to activate (during the installation process), you must contact adobe's secure servers.

there are a number of things on your computer and/or network that could prevent that and trigger the error you posted in your first message.

confirm that you can connect to the secure adobe servers by reading, http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

do you see both logos (after clicking the test link)?

if you can and still see a connection error try these steps, https://helpx.adobe.com/download-install/kb/common-network-connectivity-issues.html

if those all fail, white list the adobe network endpoints, https://helpx.adobe.com/enterprise/kb/network-endpoints.html

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Robert26515915t4plAuthor

Known Participant

I see both logos.

I checked my settings on MacOS. All incoming connections are allowed.

LinSims

Community Expert

Try the suggestions here:

https://community.adobe.com/t5/photoshop-ecosystem-discussions/adobe-photoshop-cs6-activation-for-mac/m-p/12788070

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Robert26515915t4plAuthor

Known Participant

Regarding offline activation :

1. I dont understand what is machine request code that I have to write on the left. How can I receive it?

2. Which serial number I should write first, of CS3 or of upgrade to CS6

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Robert26515915t4plAuthor

Known Participant

I pressed "generate response code" and an "invalid request code" alert appeared. I also used serial number of upgrade to CS6

J E L

Community Expert

Hi @Robert26515915t4pl, I'm sorry to hear about the trouble. How did you try to install CS6 after replacing your SSD? From a download link or physical disk? If you have registered or purchased your Creative Suite app from Adobe, you may be able to download CS6 from your account. You need your serial number, not only the upgrade code. Check this help page (Last updated on Aug 3, 2022) for more info: https://helpx.adobe.com/creative-suite/kb/cs6-install-instructions.html.

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Robert26515915t4plAuthor

Known Participant

At the beginning, I wrote that I bought a PS CS3 and an upgrade to PS CS6. Purchase from the official distributor in Poland. Unfortunately, it no longer exists. Of course, I have both versions on DVD. I also have the original 2 passwords. I was installing the program from PS CS6 media. Until now, Adobe, after entering the password to upgrade to CS6, asked, then for the password to CS3. Now, after entering the password to upgrade to CS6, I immediately got a message that the password is incorrect. After that, the message in the Adobe window that the computer is not connected to the Internet is displayed all the time, which is not true. Ultimately, Adobe reported that my password was invalid or expired, and then that it was being distributed illegally. I am the first and only owner of a CS3 license and an upgrade to CS6. I did not share the password with anyone. I would like to add that I have registered the product and currently Adobe states that the version with my license is not used anywhere. Adobe is not responding, just urging you to buy a subscription for new versions. It looks bad.

kglad

Community Expert

what's your mac os?

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