serial number revoked despite legitimate (Adobe-bought) product

[Kelli_T]

Hi everyone, I am having what seems to be a common problem - I purchased my Adobe CS6 from Adobe directly and have been using it since. I updated my computer this weekend and installed CS6 but just when I thought it had all gone smoothly, it said my serial number had been revoked. @Jeff_A_Wright , I believe you have been very helpful in these situations? I followed the prompts and saw that it says Adobe does not allow new installs of CS6 any more - but this is a very expensive product that still works perfectly and was purchased legally. I don't see how they can revoke it without cause? Can you help at all? Thank you. I am hoping I can get my serial number reinstated. 🙂

[kglad]

adobe does allow reinstalls and activations of products as old as cs4, but i'm not sure anyone can help with a revoked serial number problem.

[Jeffrey_A_Wright]

@Kelli_T I see a Creative Suite 6 Design Standard volume license registered under your account. I reviewed the serial number, which is still valid; please use the installation files provided with your purchase.

Only the retail installers for our software are available by following the steps at https://helpx.adobe.com/download-install/kb/downloaded-older-app.html. The Volume license serial number may not be accepted.

Please see https://helpx.adobe.com/x-productkb/policy-pricing/volume-licensing-site.html for information on accessing the Adobe Licensing Website to retrieve the installation files included with the organization's purchase of Creative Suite. There is a section that provides information if the organization's primary contact is no longer known or available.

[Kelli_T]

Thanks Jeff. In the end, although I downloaded the files, customer service via the chat option said that because I had not deregistered or deactivated my CS6 on the old (now diassembled) computer before upgrading, there was nothing I or they could do and I have had to go onto a subscription. Very upsetting as I did not know to do this before upgrading my computer.

If you think I might be able to still use the old CS6 and that the Adobe people were wrong, please do say and I will be able to cancel my subscription and try another way to download CS6. 🙂

[kglad]

deactivation is an issue if you see an excess activation count after entering your serial number.  

an invalid serial number message can be caused by a mismatch between the serial number and installation file(s) which aligns with jawright's post.

[Kelli_T]

Hi kglad, yes this seems to be the case. Sad that it is not something they can overcome with CS6 anymore.

[kglad]

can you copy and paste here a screenshot of the message you see after entering your serial number?

[Kelli_T]

Hi kglad, I deleted the screenshots I took when it all happened and I don't think I want to try and reinstall CS6 now that my CC subscription is in effect. I am afraid it will just cause glitches in my computer. I think I will leave the system as it is now. Thank you so much for your offer of help. Sorry to have given up.

[kglad]

understood.

[Kelli_T]

Hi Jeffery, I can see this answer has been changed, but it is still not correct. I did follow the original link to install, as I had a hard copy of the original email, but it did not work (see original post). Thank you. (unless I have misunderstood and you are saying the original link I was given will no longer work and I will have to go to https://helpx.adobe.com/x-productkb/policy-pricing/volume-licensing-site.html  instead???)

[kglad]

you have to use the install file type that matches your serial number type or you'll get an invalid serial number message.