Unable to Deactivate

Question

I have three Macs now, and am in the process of removing one from service.  Today, I spent two hours both waiting in the chat room and not getting my questions answered.  Here's the thing - Help > Deactivate > just gives me the same error message over and over "Cannot connect to Adobe".  My internet is fine.  My firewall is off.  Google or Safari as default browser makes no difference.  This error occurs on my iMac and my MacBook.  The CS4 programs still run fine on both machines, I just cannot deactivate.  The Chat person told me to re-install everything from a link (but I have the original discs) which doesn't make much sense, given that it's not working on either computer.   Also, I could not get Adobe to deactivate for me using any of the links provided above.  Open to suggestions!

kglad · Accepted Answer

I have the same problem. Install went fine on new computer but it does not accept the serial number. Trial version is working fine.

jvdb67, if you're seeing an invalid serial number message (or a red x after entering a number) and assuming you're using a valid adobe serial number (6 groups of 4 numbers), you have a mismatch between your installation file and serial number. ie, you can have a valid serial number, but if it's for program A and your installation file is for program B, you will see an invalid serial number message.

common mismatches are language/region (eg, serial number is for western europe and installation file is eastern europe), platform (eg, serial number is for a mac and installation file is win), license type (eg, education vs enterprise vs individual).

and one of the most common is using a program installation file with a suite's serial number. eg, using a cs6 suite serial number with a photoshop cs6 installation file. that won't work even though photoshop is included in that suite. you must use the (correct) suite's installation file (and you can choose to only install one program from the suite).

here's official info about that error, http://helpx.adobe.com/creative-suite/kb/error-serial-number-valid-product.html

financegalsf · Answer

So, this is the second "chat", and the issue is unresolved. Given the nearly 14 hours I've spent on this problem (reading forums and self helps and waiting for Chat (first one took 2 hours to answer, and was also unable to help), I'm thinking for the new iMac just subscribe to Acrobat Pro, then add whichever standalones I seem to need. Have many Photoshop specific files, and found Bridge very useful, so would definitely like to use CS4 on the new computer, but wow, I just wasted alot of time.

Chat start time	August 8, 2017 2:17:52 PM EST
Chat end time	August 8, 2017 4:10:32 PM EST
Duration (actual chatting time)	01:52:40
Operator	Anubha

Chat Transcript

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Catherine Tripp: Case number 0189182739 was NOT resolved. Adobe needs to deactivate. It cannot be done on either of the two Macs on which CS4 was installed. Already tried everything suggested in last chat.
Anubha: Hello! Welcome to Adobe support.
Anubha: Sure, I can help you with that.
info: Your chat transcript will be sent to cgtripp@me.com at the end of your chat.
Anubha: May I have your phone number to update your profile?
Catherine Tripp: xxxxxxxx
Catherine Tripp: Your file was successfully uploaded: Transcript of your chat.pdf.
Anubha: Thank you for sharing information.
Catherine Tripp: Your file was successfully uploaded: CS4error.tiff.
Catherine Tripp: Adobe Creative Suite Design Premium 1326-0533-***** CS4 Mac August 2, 2010
Anubha: As I understand, you are facing issues while activation, am I right?
Anubha: Thank you.
Catherine Tripp: I have already uninstalled all traces of Adobe software from the new Mac that Migration Assistant transferred
Catherine Tripp: It is the De Activation on the old Mac that I simply cannot accomplish
Catherine Tripp: Once that's done, I have the original discs to install from scratch on the new Mac
Anubha: May I know the exact error which you are getting?
Catherine Tripp: Oh, and I have a MacBook with CS4, and cannot deactivate that either.
Catherine Tripp: Your file was successfully uploaded: CS4error.tiff.
Anubha: Please allow me 1-2 minutes to review your account details.
Catherine Tripp: ok
Anubha: Thank you for allowing me.
Catherine Tripp: So, I am going to recycle this Mac, and I need for it to give up the CS4 suite.
Anubha: We appreciate your patience and regret the inconvenience due to the high wait time.
Anubha: Did you installed the software?
Catherine Tripp: As I stated before, I already tried everything suggested in the last chat.
Catherine Tripp: The screen print I just sent you is from the newly installed CS4
Catherine Tripp: Same error, two hours of computer work later
Anubha: You are getting the error" connect to internet" am I right?
Catherine Tripp: On both the old iMac and the old MacBook
Catherine Tripp: I'm keeping the MacBook, so do not need to Deactivate CS4 on it
Anubha: Okay.
Catherine Tripp: According to the forums, I need to ask Adobe to Deactivate the software on one of the installations for me.
Anubha: You are getting this error while installation or activation, please confirm.
Catherine Tripp: Neither
Catherine Tripp: Upon selecting the Deactivate menu option
Catherine Tripp: All components work fine, I simply cannot Deactivate without your help
Anubha: So do you want to deactivate the software?
Catherine Tripp: I have to, as the license extends to only two installations. And I only need two, but I can't get it off of this machine
Anubha: Do you access to that software?
Catherine Tripp: What do you mean by access?
Catherine Tripp: Photoshop is running in the background as we communicate
Anubha: Okay.
Anubha: That is fine.
Anubha: Please confirm if you have access to the machine from you want to deactivate the software.
Catherine Tripp: Yes. We are communicating on the old iMac on which I have re-installed CS4 as instructed, but am unable to deactivate from this machine
Anubha: Okay.
Anubha: In order to deactivate the software from your computer.
Anubha: You need to launch the software> go to help menu> sign out/deactivate.
Anubha: Please follow the instructions.
Catherine Tripp: Your file was successfully uploaded: deac.tiff.
Catherine Tripp: Your file was successfully uploaded: deac2.tiff.
Anubha: Let me check the attachment.
Catherine Tripp: Your file was successfully uploaded: deac4.tiff.
Anubha: Yes, you are on the right path, please click on deactivate.
Anubha: To deactivate it.
Catherine Tripp: So that is what happens everytime
Catherine Tripp: Your file was successfully uploaded: deac3.tiff.
Catherine Tripp: here is the third step
Anubha: It is asking you for the password.
Anubha: Enter the password.
Catherine Tripp: I typed that in and went to the next screen
Catherine Tripp: Of course I completed that step in order to get to the error screen
Anubha: What does next screen says.
Catherine Tripp: Your file was successfully uploaded: deac4.tiff.
Catherine Tripp: I have clicked retry over a dozen times
Catherine Tripp: Also went through these exact steps on the MacBook, and came to the same dead end
Anubha: Okay.
Anubha: Now please go ahead and disable your firewall.
Catherine Tripp: I already did that before the first chat
Anubha: Okay.
Catherine Tripp: with both google and safari as default browsers
Anubha: Then disable the anti-virus, if you have any.
Catherine Tripp: Your file was successfully uploaded: firewall.tiff.
Catherine Tripp: It's a Mac, so no anti-virus programs
Anubha: any of them.
Catherine Tripp: The Mac is generally considered to be safe and secure, and there are a number of reasons why Macs are considered more secure than PCs. Malware writers are less likely to target Mac users because of the perception that it has a far smaller market share than Windows. There is also the fact that the Mac operating system is Unix-based, and Unix offers a number of security features built in. In addition, Apple has included a number of security measures that make attacking a Mac particularly challenging. These include Gatekeeper, which blocks any software than hasn't been digitally signed and approved by Apple from running on your Mac without your agreement.
Anubha: Okay.
Anubha: Please follow the troubleshooting steps.
Anubha: It is a technical error, In order to get this issue resolved , you need to follow these steps.
Catherine Tripp: You're kidding, right? There is nothing wrong with my internet connection
Catherine Tripp: Again, according to the forums, and all of the self help articles, at this point, Adobe must deactivate for me.
Anubha: No that is why.
Anubha: I am asking you to follow these steps.
Catherine Tripp: What steps? The ones where I check if my computer is connected to the internet?
Anubha: Please click on go > go to folder > In search bar type /Etc.
Catherine Tripp: Because that's where that menu option goes
Catherine Tripp: Adobe Software Activation Connection I did not see a dialog asking me to activate. In previous versions of Adobe software I was explicitly prompted to activate. What has changed? Activation in Acrobat 9 and later products is easier to accomplish. Activation occurs silently in the background. You will only receive a message if activation problems occur. For instance: There is a problem with your serial number. The software activation application detects that your serial number has been used to activate more machines than the maximum number allowed by the software license agreement. I see a message that says I’m unable to connect to the Internet. Why? The application found that the connection to the Internet was either blocked or unavailable. Check your network cable or wireless connection, and then launch your web browser and navigate to a public website, for example, www.adobe.com, www.google.com, or www.bbcnews.com. If you can’t navigate to any of these public sites, then you are not connected to the Internet. Please check with your Internet service provider to fix the problem. I’m able to connect to most sites on the Internet, but not to Adobe for activation. Why? If you can connect to public sites on the Internet, but you can’t connect to Adobe to activate your software, then your network access is probably controlled by a proxy server. Some network configurations within corporate networks and educational institutions use proxy servers to improve performance when accessing popular sites, and also to filter access to other servers. Please contact your network administrator to verify that your computer proxy settings are set according to your organization’s policy and specific configuration. I’m still having activation problems. Who can I contact? Additional information and details on activation are available at the Adobe Product Activation center. You can also contact an Adobe Customer service agent to help you with your activation problem.
Catherine Tripp: This is the troubleshooting menu
Anubha: Yes.
Catherine Tripp: Where is the "Go" button? Is it within any of the Adobe programs?
Anubha: Go to your desktop on the left upper corner there you will see an apple icon.
Anubha: Next to that icon there are some tabs.
Catherine Tripp: ok
Anubha: You will see the 'Go' tab.
Anubha: Yes.
Anubha: Are you there on the go tab?
Catherine Tripp: Um, since we are in Safari, the Menu Options next to the Apple in the upper left hand corner lack a "Go" tab. The drop down menu doesn't have one either
Catherine Tripp: Is there a folder you wish me to find on my hard drive?
Catherine Tripp: I have launched Finder, I use it very often. Here there is a "go" tab.
Anubha: On your desktop.
Anubha: Go to the apple icon.
Anubha: That's perfect.
Anubha: Now there is an option go to folder.
Anubha: Click on that.
Catherine Tripp: Ok I have found the etc folder
Anubha: That's awesome.
Catherine Tripp: Your file was successfully uploaded: etc.tiff.
Anubha: Now in Etc folder you will find 'Hosts file'.
Catherine Tripp: There are several hosts files with additional alphanumeric characters - the one that just say hosts?
Catherine Tripp: That one's Kind is TextEdit.app Document
Anubha: Yes.
Anubha: The one only hosts.
Catherine Tripp: open?
Anubha: No drag it to the desktop.
Catherine Tripp: k
Catherine Tripp: a copy is now on the desktop with all my screen grabs
Anubha: Then open it.
Catherine Tripp: ## # Host Database # # localhost is used to configure the loopback interface # when the system is booting. Do not change this entry. ## 127.0.0.1 localhost 255.255.255.255 broadcasthost ::1 localhost fe80::1%lo0 localhost
Catherine Tripp: copied and pasted the contents for you
Anubha: And delete all the data of this file.
Catherine Tripp: As you wish
Anubha: I asked you to delete the data of hosts file.
Catherine Tripp: done
Anubha: Now again drag it to the Etc folder.
Catherine Tripp: "Modifying “etc” requires an administrator name and password.", so do I click Authenticate?
Anubha: Yes please click on authenticate.
Anubha: And provide your mac password.
Catherine Tripp: Ok, now the file shows Aug 8, 2017 as date modified
Anubha: Okay.
Anubha: Now try to deactivate.
Catherine Tripp: Drat. Same error message.
Catherine Tripp: I'm going to try from within Dreamweaver
Catherine Tripp: No go.
Anubha: Yes, please.
Anubha: Is it working?
Catherine Tripp: No. Same Error.
Catherine Tripp: Your file was successfully uploaded: etc2.tiff.
Catherine Tripp: Here is the list of files in the etc folder sorted alphabetically,
Anubha: Did you deleted everything from the hosts file, I just want to confirm?
Catherine Tripp: Your file was successfully uploaded: hosts.
Catherine Tripp: I copied it to my desktop again to send to you. Original is still in the etc folder
Anubha: Okay.
Anubha: You need to drag the folder not to copy.
Catherine Tripp: I did drag it - see the .tiff with the list of files
Anubha: Please drag the folder from etc to desktop.
Catherine Tripp: To clarify, the act of dragging creates a copy on the desktop. After I deleted the contents, I dragged it back to etc and clicked on Replace. The hosts file in etc has zero bytes
Anubha: Did you drag the original folder?
Anubha: okay.
Catherine Tripp: The file I sent you was for you to confirm it was empty. I can't "Add File" here in Chat if it's not on the desktop
Anubha: okay.
Anubha: I am escalating your case to my next level.
Anubha: I have Given you all the possible troubleshooting steps.
Anubha: I really apologize, I didn't resolve your issue.
Anubha: I am escalating this case to my next level. They will contact you through the email.
Catherine Tripp: Yeah, given that the same thing happens on both my Macs, and the fact that we are communicating via the Internet right now, it's got to be an Adobe issue. Are you sure something cannot be done within the Adobe databases to deactivate the specific serial number? I can always activate on the MacBook later
Anubha: Within 24-48 hours, they will help you.
Catherine Tripp: Should I revert the hosts file to it's most recent backup?
Anubha: No it is a technical issue.
Anubha: My next level will help you to get this issue resolved.
Anubha: No.
Catherine Tripp: ok. will leave as is. Maybe a reboot is required. I'll let the next level know if that works when I get their email.
Anubha: Sure.
Anubha: Thank you for contacting Adobe, goodbye!
Catherine Tripp: Wish me luck!
Anubha: Have a great day ahead!
Anubha: Take care.

General Info
Chat start time	August 7, 2017 2:11:48 PM EST
Chat end time	August 7, 2017 3:38:28 PM EST
Duration (actual chatting time)	01:26:40
Operator	Pradeep

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