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The Adobe software you are using is not genuine. CS6 is suddenly "not genuine"?

Community Beginner ,
Sep 08, 2016 Sep 08, 2016

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I've been running the CS6 Production Premium since February 2015.  It was purchased and downloaded directly from Adobe.com.

Today when I launched After Effects I received a warning that my software is not genuine.  Clicking "more info" revealed that all the products pass their licensing status, but are each listed as "Tampered Software".

I haven't tampered the software in any way.  It's a clean install on a Mac running El Capitan.

Adobe recommends 3 steps to protect myself and my work:

1. Replace the non-genuine software you are using with Adobe genuine software

2. Uninstall the non-genuine software from your machine

3. Help others by reporting the reseller who sold you the non-genuine software

So I figured I should report the reseller who sold me the software.  It was Adobe.com.

I'm afraid to try to uninstall and then re-install it in case it gets blocked.  It appears to be working fine right now.

Anyone else having this issue?

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correct answers 1 Correct answer

Adobe Employee , Sep 09, 2016 Sep 09, 2016

Hi Cmaynard69,

In additional what Sheena suggested, I would request you to check this link: Adobe Genuine software FAQ and get more information about Adobe Genuine software.

Meanwhile, please share the Serial Number that you have used to activate the application and "Your ID"  as shown in the screenshot via private message, so that we may validate the details and help you with the next course of action.

Thanks.

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Community Expert ,
Sep 08, 2016 Sep 08, 2016

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>clean install on a Mac running El Capitan

CS6 has not been, and will not be, updated to be compatible with El Capitan or the about to be released Mac Sierra

Run old programs on a new operating system at your own risk of problems

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Adobe Employee ,
Sep 09, 2016 Sep 09, 2016

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Hi Chip,

Did you get a chance to check the link: Adobe Genuine software ?

Let me know if you have any questions.

Regards,

Sheena

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Adobe Employee ,
Sep 09, 2016 Sep 09, 2016

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Hi Cmaynard69,

In additional what Sheena suggested, I would request you to check this link: Adobe Genuine software FAQ and get more information about Adobe Genuine software.

Meanwhile, please share the Serial Number that you have used to activate the application and "Your ID"  as shown in the screenshot via private message, so that we may validate the details and help you with the next course of action.

Thanks.

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Explorer ,
Mar 09, 2017 Mar 09, 2017

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I have a receipt from Adobe Store for my CS6 purchased and downloaded in 2012/13.  Adobe won't remove the popup. They won't check my purchase order. They hijacked my computer with that annoying sales pitch for the cloud which I don't want. I can't reach anyone at adobe who will do more than read from scripts. My software is genuine even if the serial number doesn't come up when they search. THE PURCHASE order is genuine and Adobe should pay attention instead of pissing off another customer. I am out of ideas on how to remove that popup on my mac.

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Adobe Employee ,
Mar 10, 2017 Mar 10, 2017

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Hi Photoart

The number you gave the support agent ending with -3365 is not the correct format for a Photoshop CS6 serial number.

Your purchase shows in your account and the upgrade serial number was cancelled and reserialized so it's possible you may not have the product installed with the correct serial number.

I'll ask the support team to follow up with you to check this.

Kind regards

Bev

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New Here ,
May 08, 2017 May 08, 2017

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Hi,

     I have just started receiving this same message constantly.  It is very troublesome.  I have had CS6 for three years with no issues. It is Definitely legal.  Are they just trying to make us purchase the Cloud? Did they resolve this issue for you?  Thank you!

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New Here ,
Apr 18, 2017 Apr 18, 2017

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For what it's worth, my boss and I have now BOTH run into this issue on our work machines - and you better believe we have properly licensed and installed copies of CS6. This isn't a problem with one individual install - this is a problem with Adobe trying to push everyone into the cloud. Not acceptable.

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Adobe Employee ,
Apr 20, 2017 Apr 20, 2017

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Hi Israelb,

I'm sorry you've encountered this issue. We are currently investigating these reports. I'll send you a private message to collect more information and see what we can do to help.

Thanks,

- Dave

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Adobe Employee ,
Apr 20, 2017 Apr 20, 2017

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Moving post to Download & Install forum

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Guest
May 12, 2017 May 12, 2017

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I as well have started to get this message after 4 years of use.   Have we had any resolution on the problem?

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Explorer ,
Jun 09, 2017 Jun 09, 2017

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I just got a pop up  from Adobe saying my CS6 Master Collection is not valid. I bought the software from Amazon in 2013. The Adobe rep told me to uninstall the software and suggested I take advantage of the $40% off cloud package they're offering now. He'd even give me the first month free. Wow! I'd save a whopping $30!!!! This is a crappy way to treat customers who bought Adobe software in good faith from a reliable seller like Amazon. Adobe assumes we are all pirates. The rep made me feel like I had done something wrong even though I did not. I have never pirated or stolen anything and while I appreciate Adobe's solution to piracy being a membership route, they should not punish existing customers who have a software CD and serial number.

If my software is indeed not genuine, I'm a victim too.

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New Here ,
Jun 11, 2017 Jun 11, 2017

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I've been getting these popups as well in CS6. Software is definitely legal, and the only resolution Adobe seems interested in is pushing me to CC.

I have no desire to pay a monthly fee for software when I have a perfectly functional and LEGAL version that works already installed on my machine.

Adobe needs to stop with the bullshit.

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Adobe Employee ,
Jun 12, 2017 Jun 12, 2017

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Hi Hare,

This FAQ has some general info about the program

Adobe Genuine software FAQ

Please try working with our support to resolve the issue.

Thanks,

- Dave

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Explorer ,
Oct 29, 2018 Oct 29, 2018

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Hi David_B,

Your reply to hare is impotent as you ask the blogger to "Please try working with our support to resolve the issue". This problem is apparently continual. I am now going through the same problem. I read the FAQs; nada. I have called support a few times; nada. Support did escalate!... uh huh.

This is real easy to fix. Adobe must adjust the spider that is causing this. I have had, and used, my DW cs6 software since Jan. 2014 with no issues until recently. All of a sudden my adobe.com purchased software is not genuine. So... let me get this straight; adobe is saying that their own software is not genuine, hmmmmm.

Adobe, go back to the drawing board. Fix your spider. Google or Bing should be able to assist you with this.

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Community Expert ,
Oct 29, 2018 Oct 29, 2018

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Sounds like you may have purchased your software from a volume license reseller who either went out of business or violated their terms of service with Adobe and had their licenses revoked.    This user-to-user forum cannot help you.   You'll have to contact Adobe support and/or the reseller who sold you the software.

Nancy O'Shea— Product User, Community Expert & Moderator
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
Nov 08, 2018 Nov 08, 2018

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I'm being informed that my copy of CS6 Design & Web Premium, bought direct from Adobe UK, is "not genuine", even thought serial number is marked as "pass":

Screenshot 2018-11-08 at 16.09.54.png

I have never tampered with my Adobe software and have never had this alert before. I've tried calling the number on the alert but no-one answers. My "ID" is 79NF1P0UHG.

I am not a user of pirate software and object to the inference that I am.

Neil Bailey

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New Here ,
Nov 08, 2018 Nov 08, 2018

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Same issue with CS6; worked for at least 3 years and not getting non genuine notices. I called and am now on the phone waiting for 71 minutes. Help!

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Community Beginner ,
Nov 09, 2018 Nov 09, 2018

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Try this: I didn't need to uninstall my (legit) copy of CS6 at all, just uninstalled a copy of Adobe Creative Cloud I'd installed for a trial several year ago. I uninstalled CC, restarted my Mac then launched CS6 InDesign, CS6 Photoshop and Illustrator and all launched without the erroneous "your Adobe software is non-genuine" message. Hope it works for you.

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Community Beginner ,
Nov 09, 2018 Nov 09, 2018

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I am dealing with the very same issue Adobe team. I've been dealing with your customer service team over the last 2 days and I am highly disappointed that something like this is taking days to resolve. I purchased my software from Apple (who is an authorized reseller) - I am an educator and also had to send Adobe proof of my status as a teacher and then I was sent my key code from Adobe. This was 4 plus years ago. Over the last few days I've been receiving what I can only assume is a false positive glitch in your system stating I have non-genuine software. I purchased my software. I do NOT Have pirated software. After going back and forth with your reps they required I send them proof of my purchase. I searched for a receipt that was 4 years ago - thankfully apple was able to help me locate it within a couple of hours and sent my receipt. Which I then uploaded to my case and also emailed to your team to show my proof of purchase. I call back again today and they tell me it is going to take another 5-7 days to process and "authenticate" my proof of purchase and then call me back with a solution? This is outrageous. I purchased a perpetual license before you stopped selling perpetual licenses and it is unfortunate and I hope this not a way to get us into buying into your subscriptions. I have been patient and polite and luckily one of your floor supervisors was willing to state that they would get back to me within 48 hours. Yet, this still seems so long and I even requested that I be transferred to a state side rep in hopes that they would be seeing these forums and realize there is some sort of bug that is causing these false positives. I did not unknowingly purchase "non-genuine" software. I bought my software from one of your authorized dealers. What's going on? When will this issue be resolved and why is your customer service time line so excruciatingly long as of late? You received my money, now I feel like you wasted a lot of my time and your team is not willing to admit fault for an issue that it seems more and more people are posting about. What are the next steps and how will this get resolved? Many people are disappointed with the customer service we have received. I invested in your brand, teaching my students and future graphic designers and illustrators how to you use your products so you have future customers and because I believe the software is reputable and professional and some of the best. Yet, I am continuously concerned by your integrity as  brand. I would appreciate a follow up from a state side rep since no one was willing to transfer me over. I have a case number and files already in your system.

Thank you -- Jen Lezan

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New Here ,
Nov 15, 2018 Nov 15, 2018

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I am also having this issue - Pop ups every 15 minutes after having CS6 installed on my computer since 2015 with no issues - ran my serial number of course when I had to instal so what gives??? Adobe - I will never purchase again and will stop recommending to everyone who asks what I use - I refuse to pay monthly for something I already purchased.

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Community Beginner ,
Nov 30, 2018 Nov 30, 2018

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Solo_Cosmo -- did you get an update? I followed up last week as I am no longer getting a pop up, but the concerning part is that the auto emailer that was being sent to be with "updates" kept stating I was not responding, but the chain of communication is showing in my case files on my account. Now, it says my case was resolved, but no one ever emailed me or called as they said they would to follow up. I am really disappointed and disheartened with the customer service I received from the Adobe team unfortunately....Hope your issue was resolved.

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New Here ,
Dec 23, 2018 Dec 23, 2018

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I am having the same issue. I am extremely angry that Adobe is no longer supporting the professionals who have been loyal customers for decades and who constantly teach others to use and purchase their products. The brand now seems more geared towards amateurs - both in their marketing strategies as well as the direction each software update has taken. I think in the next 10-20 years another developer out there is going to have to arise to meet the needs of professional creatives and compete with Adobe. Because Adobe is clearly no longer interested in our patronage. As evidenced by the fact that they are disabling my ability to use their product on my computer. When I finally upgrade to a new computer with a compatible OS this coming year, why would I want to sink my money into Adobe CC after having this experience with them?

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Community Expert ,
Dec 23, 2018 Dec 23, 2018

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Adobe has not stopped supporting their customers.  Not sure what any of that has to do with your situation. 

From whom did you purchase your software?  If purchased from a 3rd party, have you contacted the re-seller & what did they say?

Nancy O'Shea— Product User, Community Expert & Moderator
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
Dec 24, 2018 Dec 24, 2018

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Many of us purchased our software from legitimate sources. In my case I purchased it directly from Apple and then registered it and received my key directly from Adobe. Here we are months later and while I am no longer receiving this pop up -- I never received a follow up from any of the customer service reps I spoke with and not even an update in my email or in the customer service forum we have associated with our accounts that allows you to communicate back and forth with reps. I had to find a receipt for my software from apple that was over 4 years old - luckily apple was able to follow through on their end to provide support to me, but Adobe didn't follow up at all. There was no follow up from Adobe whatsoever to at least let us know that the bug/tech issue this was definitely a part of was resolved. It's unfortunate as I have been a dedicated customer and as I said I am a teacher using this software to teach professionals... I would hope the company would have at least followed up over email even if they didn't call me back as they said they would. So, while you may not have experienced bad customer service many of us have. I understand that things happen, but at least update us....

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