Unable to deactivate

Community Beginner ,
Oct 05, 2021 Oct 05, 2021

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I am trying to deactivate ADOBE CREATIVE SUITE MASTER COLLECTION CS 6 in an old computer.

 

For that, I go, as I've done many times in the past, to the Deactivate option in the Help Menu of , for example, Photoshop.

 

When I try it, I get the message: "Please connect to the Internet and retry. Unable to deactivate. Please ensure you are connected to the internet and try again. If problem persits, please contact Customer Support".

 

I do have Internet access on that machine and have tried again several times.

 

When I contacted Customer Support they say they cannot do anything because the product is no longer supported.

 

This is a lifetime license and I feel amazed that Adobe does refuses to help when the problem is a fault on their side.

 

How can I deactivate this product?

 

Thanks,

 

Antonio

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correct answers 1 Correct answer

Adobe Community Professional , Oct 05, 2021 Oct 05, 2021
TLS 1.2 is now required to connect https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html or When you can't deactivate a serial number (this is the ONLY support Adobe still offers for CS5/CS6) BE SURE TO ONLY ASK FOR ACTIVATION SUPPORT TO ADJUST YOUR ACTIVATION COUNT You may need to PERSIST or TRY AGAIN to find a support agent with more experience Be sure to remain signed in with your Adobe ID before accessing the link Do be aware that Adobe's staffing is impacted by the virus, so wait t...

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Adobe Community Professional ,
Oct 05, 2021 Oct 05, 2021

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TLS 1.2 is now required to connect https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html

or

When you can't deactivate a serial number (this is the ONLY support Adobe still offers for CS5/CS6)
BE SURE TO ONLY ASK FOR ACTIVATION SUPPORT TO ADJUST YOUR ACTIVATION COUNT
You may need to PERSIST or TRY AGAIN to find a support agent with more experience

Be sure to remain signed in with your Adobe ID before accessing the link
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
-make sure that your browser does NOT block ads, scripts, or pop-ups
-you must also allow 'cookies' in your web browser for the link to work
This link will go directly to the chat option
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent without the quote " " marks
https://helpx.adobe.com/contact.html?rghtup=autoOpen

 

Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

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Community Beginner ,
Oct 05, 2021 Oct 05, 2021

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Hello John,

 

I had already read your post from March 21 with the information above.

 

I have asked as you suggesed and still, they don't want to help. I have tried twice. The second time they say they will escalate and email me back.

 

I doubt they can help with deactivation by email. I need to be logged in.

 

Thank you very much for your help.

 

Antonio

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Adobe Community Professional ,
Oct 05, 2021 Oct 05, 2021

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Keep trying until you get an agent that will do it.

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Adobe Community Professional ,
Oct 05, 2021 Oct 05, 2021

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The support agent failed to do their job properly.

Go back to chat and only ask to have your activations reset:

https://helpx.adobe.com/contact.html?rghtup=autoOpen

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Community Beginner ,
Oct 05, 2021 Oct 05, 2021

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Hello John,

 

Your information did it.

 

I followed the instructions at  https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html

 

I did have TLS 1.2 on my Windows 7 machine (Windows was up to date), I only needed to Add the DefaultSecureProtocols registry subkey by installing EasyFix.msi.

 

After that the deactivation worked.

 

Many thanks again for your great help.

 

Antonio

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Community Beginner ,
Nov 26, 2021 Nov 26, 2021

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Does anyone have a similar procedure for MacOS? Because I'm currently facing the same on a 2017 Retina iMac running MacOS Mojave which am sure is compatible with TLS 1.2. So I'm out of ideas for the moment. If someone can provide help for MacOS that would ne nice, thank you.

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