Reinstalling Lightroom 5 - key will not get accepted

[NickArtPhotography]

So I've had my MacBook Pro laptop crash hard on my and I've had to basically restart reinstalling everything from scratch, including Lightroom which I was able to copy over from one of my backups. Upon first opening Lightroom I was prompted to enter the key I har originally received and it was accepted, however, then I got a pop up telling me to update to the newest version, which I did, only to have that program asking for the key poping up again. However, this time it wouldn't accept my key, instead telling my key is not valid. I've tried all the steps of reisntalling lightroom, deleting certain files etc. to no avail.

The exact error message is: The entered serial key is invalid. Please try again. If you keep receving this error contact support. (translated from german)

Frankly I'm out of ideas and I'm getting more and more annoyed. Please help.

MacBookPro OSX Mojave

Lightroom 5 (.7.1) (Swiss (German))

[Sahil.Chawla]

Moved to Downloading, Installing, Setting Up​

[Jeffrey_A_Wright]

NickArtPhotography, the current error may be occurring due to the method you used to transfer Lightroom to this computer.  In general, we recommend reinstalling Adobe applications and not copying or recovering them from a backup.  The current rejection of the serial number is likely due to a corruption of the licensing files during the recovery.  To resolve the current error, please complete the steps listed in solution two in Error: "The serial number is not valid for this product" | Adobe Creative Suite to remove the activation database files.

If you do need to implement solution three, then you can find a fresh copy of the Lightroom 5.7.1 installation files at Download Photoshop Lightroom .   The installation files available are for Lightroom 5.7.1, so there will be no need to update Lightroom once installed.

Please update this public discussion if you continue to encounter errors, or have any questions.

[NickArtPhotography]

Hi Jeff

Thanks for your answer. I have indeed already found that page when I googled the issue and tried all three steps (twice now) with no success.

Keep in mind the only time Lightroom worked correctly was directly after I copied it from the backup and before I updated it to 5.7.1. So sadly that didn‘t solve the issue (

Cheers

Nick

[Jeffrey_A_Wright]

Thanks for the update, Nick.  I reviewed the e-mail address you used to post to this public forum discussion and it appears that you interacted with our support team yesterday in case ADB-6560559-S4S4.  Are you still receiving the message that the Lightroom 5 serial number is not being accepted by the Lightroom 5.7.1 installation files or is the error is still not resolved?

If you still experiencing problems then please start by registering your Lightroom 5 serial number using the process listed in Find your serial number .  I did not see Lightroom 5 as one of your registered software titles, Nick.  Registering your serial number will help verify the serial number is valid and protects your purchase.

[NickArtPhotography]

Yes. Interaction might be pushing it. He basically told me to do what I had already done as stated on the webpage and then told me to post here.

Lightroom was registered under my profile for years until a few days ago and showed alongside elements and acrobat pro on my profile. You are right that it is not there anymore. I have tried registering the serial key under my profil (again) and it just tells me there was an error registering your product.

The page you suggested does only offer support for redemption codes, of which there is none on the packaging, the CD or anywhere else. I only have the 24 number serial code and on that page you sent it basically only tells me where to find it or in the submenu of the invalid or revoked serial keys that my key is probably fake and that I have been frauded, which is just plain wrong because A.) the serial key worked for five years, and upon reinstalling lightroom it worked again, until I updated to 5.7.1 where it's currently getting rejected. It does not offer nay way to actually check the serial key or what has happened to it.

PS: RANT: Furthermore I've gotten several PMs now asking me to give them a skype email to contact or join a slack group (that currently has four members) where I had yet ANOTHER support person ask me what my problem is and asking me to send my ID and password. IS THIS A JOKE?! I have now spent several hours on this issue and I am getting more and more annoyed by the sheer complexity and the amount of this uncoordinated "support". (I realize it's fraud, like sure I'm going to send my password to my ID around just like that and yes it's not Adobes fault but it's adding to the overall frustration. The channel name is adobe-customer-care.slack.com btw you might want to do something about that.) It is getting extremly frustrating. ​ENDRANT

[Jeffrey_A_Wright]

Ok, thanks for the additional information, Nick.  I am sorry for the private messages you are receiving.  Please feel free to send me a private message with a link to the individual's account, and I will request that they are blocked.  Unfortunately, it may not prevent them from creating a new account. 

Only individuals who have the Staff Badge next to their name, similar to my profile, work for Adobe Nick.  In addition, Adobe does not utilize Skype to provide support to our customers.  We only utilize the chat process available at Contact Customer Care  for electronic communication.

Can you also send me the serial number you have been attempting to use for Lightroom 5 via Private message?  I can verify if it is valid or not.

[NickArtPhotography]

I have sent you a PM with the requested information.

Don't worry, I'm not about to fall for some rather stupid fraud.

[Jeffrey_A_Wright]

Ok, thanks for the confirmation, Nick.  The serial number is valid.  If you have already completed the five solutions listed in Error: "The serial number is not valid for this product" | Adobe Creative Suite then please update your current support case to request a new Lightroom 5 serial number.  There have been some reports that the Lightroom 5.7.1 installation files do not accept all Lightroom 5 serial numbers.  If you have already implemented the solutions in Error: "The serial number is not valid for this product" | Adobe Creative Suite then this will be your next step.

You can use the process listed in View Adobe Support cases  to update support case ADB-6560559-S4S4.  I would also recommend referencing this public forum discussion.

[NickArtPhotography]

It seems I can't edit the support request as it has been closed and marked as resolved already. How can I open it again? Or do I need to make a new support request?

[Jeffrey_A_Wright · Accepted solution]

My apologies, Nick, it does appear the case moved to resolved after I first reviewed it.  Please open a new support case at Contact Customer Care as only our chat support team will be able to provide a new serial number, if necessary.