Reinstall Lightroom 5 on my Mac

[aiur4]

I cant contact Adobe for live chat at all. I spend a week to contact them but it automatically end the session. What kind of service is this?

[Kanikas]

Hi Kim7913,

We're sorry for the inconvenience.

Could you please let us know what issue are you facing? Is this regarding your Creative Cloud subscription?

Under the ID that you are using with forums, I can't see any active subscription.

Regards

Kanika

[aiur4]

It's about LR 5 licensing

[Kanikas]

Could you please elaborate on the issue?

Moving to Downloading, Installing, Setting Up​

[aiur4]

I can not license my LR5 in Mac Pro because I didnt deactivate 2 LR 5 before. I formatted both Mac computers. Because of that, I can not license LR 5.7.1 which I already purchased before.

[Jeffrey_A_Wright]

Kim7913 you can find details on how to locate your registered Lightroom 5 serial number at Find your serial number​.  Lightroom 5 does not require that you deactivate prior to installing on a new computer.  So there was no requirement to deactivate the software prior to formatting your Mac computers.

If you need a fresh copy of the installation files they are available at Download Photoshop Lightroom​.

If you continue to experience any difficulties Kim7913 then can you please update this discussion with the exact error message you are receiving.  If you can also post a screen shot it would be appreciated.  For information on how to post a screen shot see FAQ: How do I capture and post a screen shot or video?​.

[Jeffrey_A_Wright]

In addition Kim7913 I reviewed your account and I found that you have opened multiple support cases without speaking with anyone.  What web browser do you utilize?  What security add ons or extensions do you have turned on?

If you need to speak directly with our support team you can do so at Contact Customer Care .  I would recommend you utilize an alternate web browser, smart phone, or tablet to contact our support team.  The current web browser appears to be preventing you from establishing a chat session.

[aiur4]

Really? If I dont need to de-activate LR when I format it, why am I keep getting the message that I need to license it? I know my license number and already registered to Adobe website. It is not working at all.

Im using Safari and I really dont understand why am I not able to chat? I've been chatting with Adobe for several times with Safari before within 4 years. Doesn't even make sense to me.

This is what Im getting when I put my serial number. It's said it's not valid.

[Jeffrey_A_Wright]

Kim7913 did you migrate your applications and files to this installation of Mac OS?  It is possible that the licensing database has become damaged and is preventing your serial number from being recognized.  When I reviewed the serial number registered under your account it is still valid and can be used on Mac OS or Windows.

There are a number of steps which you can take to recover from migrating your applications to this installation of Mac OS.  For a list of available steps see Invalid or revoked serial numbers​.  In specific, Kim7913, see the documents listed under the More Like This section at the bottom of the page for solutions to resolve this error.

In the future, please only restore any documents and settings when reinstalling an operating system.  Adobe applications, in particular, are designed to be installed on each computer and not copied from one computer to another.  Doing so leads to situations such as the one you are currently encountering Kim7913.

[aiur4]

I never migrate any pieces of information. I just formatted

[Jeffrey_A_Wright]

The steps listed in the documents is still valid Kim7913.  If your serial number is not being recognized as valid, but is, then it is due to damaged files on the computer.

If you have any questions regarding any of the specific steps listed then please update this discussion.

[aiur4]

It doesn't say anything about what to do. It just wants me to purchase a genuine Adobe program. Guess what? I have a solid package. Yes, that's it. The only step is to buy a new LR. LR5 worked before but 5.7.1 is not working after I download it. What kind of program is this?

This is what it says. I have no idea what to do.

Invalid serial numbers are likely the result of using non-genuine software. You can quickly resolve this problem by purchasing genuine Adobe software.

Only genuine software gives you ongoing access to the latest features and updates so you can avoid performance snags and malware risks.

To purchase genuine Adobe software, call us now: 866-493-4991.

Or buy online from the Adobe choose a plan page.

[Jeffrey_A_Wright]

Kim7913 as mentioned in the document your software is already successfully registered on Adobe.com.  The section which applies to you is the More Like This section at the bottom of the page.  In specific the documents you will want to review are as follows:

• Error: "The serial number is not valid for this product" | Adobe Creative Suite
• Error "You entered an invalid serial number..." Adobe Acrobat 8 Pro
• Error unable to validate serial number | CS6 

[aiur4]

Im telling you none of those methods are working. I already followed those steps and it's not working at all.

[Jeffrey_A_Wright]

Kim7913 are you utilizing the installation files available at Download Photoshop Lightroom ?

If so and, you are not able to resolve the software issue preventing the serial number from being accepted, then I would recommend reformatting the Mac again.  You mentioned it had been freshly formatted and you are now reinstalling Lightroom 5.  I would recommend that the first thing you do is install Lightroom 5 after reinstalling the Operating system.

[aiur4]

Cant agree more. My Macbook Pro is formatted today for testing if LR5 is working but still having same issues.

If I can not access to LR5, then I wont be able to access my photographs since 2008. This not good.

[Jeffrey_A_Wright]

Kim7913 I reviewed your registered Lightroom 5 serial number again and it is still valid.  It shows as being valid for both Windows and Mac OS installations of Lightroom 5.

How did you originally purchase Lightroom 5?  I am showing that it was registered with us on 6/8/2014.  Did you receive a CD with your original purchase?

I did also review your history and it appears in case 0213207086 you experienced the exact same error regarding an invalid serial number while installing Lightroom 5.  This occurred on 6/19/2014 and the last notes indicated that we took control of the computer to help with the download process.  Do you recall if you downloaded or installed the software from CD in 2014 Kim7913?

As a next step I would recommend looking for any packaging you received with your Lightroom 5 purchase.  It is likely the installation files provided with your purchase are the only files that will accept your serial number.  The installation files available at Download Photoshop Lightroom are only for certain retail licenses. 

If you are unable to locate a CD then please review the downloads available under your account Kim7913 on http://www.adobe.com/.  This was the last direction in case 0213207086 and apparently lead to resolution when you encountered this error on 6/9/2014.  The downloads would be available under your account within Account Management.

[aiur4]

Downloading is not a problem. However, when I updated it to 5.7.1, my serial number is not working at all. I tried tons of time. IT'S NOT WORKING.

[Jeffrey_A_Wright]

Kim7913 I am sorry but you will need to locate the installation files that were provided with your purchase.  This will allow your serial number to be accepted.

[aiur4]

I still dont understand about it. I have a CD and download it properly. LR 5.7.1 is not working even I used my serial number. I already tried that before. 5.7.1 version does not accept my serial number. Im really tired of this issue that Im not able to access my works at all. I dont need basic solutions cause I already tried tons of times. LR5 kept saying that I need to contact Adobe to solve this issue. I know that my serial is already registered on Adobe website but that doesn't help me at all.

[Jeffrey_A_Wright]

Kim7913 you were able to locate the installation CD successfully then?  Is the Mac you are installing Lightroom on equipped with an optical drive?  If not how did you transfer the installation files from the CD to this Mac?

[aiur4]

I have an optical drive. CD works but the serial number is not working in 5.7.1 version. It just keeps saying that I need to contact adobe.

[Jeffrey_A_Wright]

Ok to summarize then Kim7913 when you are installing Lightroom 5.7.1 directly from the CD it will not accept your registered Lightroom 5 serial number.  This is on a Mac which was formatted on July 17, 2017, in response #15, of this discussion is this correct?

There is unfortunately no records of what was done when you encountered this exact same error in case 0213207086 on 6/9/2014.

If you can confirm that this summary is correct then I will request that you be contacted directly and provided a new Lightroom 5 serial number.  Please verify that the contact information available at http://www.adobe.com/ is accurate and that you will be able to receive an e-mail response with your updated serial number.

[aiur4]

This issue happened several weeks ago. After I updated LR5 to 5.7.1, my serial number is not working at all. Before I update it, it worked.

[Jeffrey_A_Wright]

Sorry for the delay Kim7913.  I did not see your previous response.

If you can install Lightroom 5 successfully then can you then choose to update from within Lightroom to version 5.7.1?  You can choose to update by going to Help>Updates from within Lightroom 5.