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Why is my CS6 License Invalid? How can I fix it?

Community Beginner ,
Sep 05, 2017 Sep 05, 2017

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After literally hours of waiting and unhelpful discussions with Adobe Support, I'm turning here for help (as I also sit on the line for the reps "technical team" for 2.5hrs and counting).

My issue is this: I bought CS6 in 2012 for Mac (still have a mac). My license is associated with my account, I followed all the right channels to re-download the software from Adobe, entered the correct serial number, followed random instructions that didn't make sense from the service rep (a 1.5hr discussion that ended with him being very forceful and rude, and saying he'd call me the next day which was untrue), and read a couple of forums.

Not sure what to do at this point.

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correct answers 1 Correct answer

Community Beginner , Sep 05, 2017 Sep 05, 2017

kglad, thanks so much for your actual help, unlike the service reps. I actually just got off of my 5 hour call with Adobe, and after I argued with the rep over what was going on, he decided I actually had an expired license after all, despite 4 reps (himself included) telling me and verifying I had a working license. So turns out, it wasn't a real technical issue after all.

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Community Expert ,
Sep 05, 2017 Sep 05, 2017

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are you seeing "the serial number is not valid for this product" or some other error message?

are you will probably need this if your os is sierra, Installing Creative Suite on macOS 10.12 (Sierra)

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Community Beginner ,
Sep 05, 2017 Sep 05, 2017

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The exact code I'm getting is: "The serial number you entered is invalid. Please try again. If the problem persists, contact Customer Support"

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Community Beginner ,
Sep 05, 2017 Sep 05, 2017

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kglad​: btw, my OS is Sierra. I checked out the link you sent and followed those instructions, but it didn't work either. Thanks for providing it though.

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Community Expert ,
Sep 05, 2017 Sep 05, 2017

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that message indicates your number is incorrect or the installation file is incorrect.

the first problem you should be able to rule-out by carefully entering the 24-digit number (6 groups of 4 numbers) that you saved.  can you do that?  ie, are you certain you're using the correct number?

if the number is correct, you have a mismatch between your serial number and your installation file.  eg, the serial number/installation files must match by region/language (eg, usa vs eastern europe), license-type (eg, single-user, enterprise, education) and, or course, program (eg, a serial number of cs6 master suite will not work with a cs6 photoshop installation file - even though ps is part of master suite).

here's some more info:  Error: "The serial number is not valid for this product" | Adobe Creative Suite

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Community Beginner ,
Sep 05, 2017 Sep 05, 2017

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24-digit number is definitely correct.

What I'm confused by is the distinction for license-type-- this was originally under an education license, but I downloaded it through adobe (never had an installation disc). I've also looked into this as a potential issue and other sources are saying that the serial number determines your license, not the installation itself, so it doesn't matter what installation you use. Is this incorrect? If so, how can I rectify this? I purchased the product, so I should still have access.

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Community Expert ,
Sep 05, 2017 Sep 05, 2017

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that explains your current problem.  you need the education installation file (and that's probably no longer available to you).  you can't use the publicly available (single-user license) installation files (or you'll see that invalid serial number message).

you need to download the installation files via your education portal.  if it were still available (and it's not likely that it is), you could use the same url you used originally.

if you think you are still qualified to install that education version contact your school for the download link.

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Community Beginner ,
Sep 05, 2017 Sep 05, 2017

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kglad, thanks so much for your actual help, unlike the service reps. I actually just got off of my 5 hour call with Adobe, and after I argued with the rep over what was going on, he decided I actually had an expired license after all, despite 4 reps (himself included) telling me and verifying I had a working license. So turns out, it wasn't a real technical issue after all.

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Community Expert ,
Sep 05, 2017 Sep 05, 2017

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glad you got that working..

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New Here ,
Nov 17, 2023 Nov 17, 2023

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Unsure if you are still around, I am having a similar issue only I also received disc when I bought mine through my educational institution in 2012. So, my issues wouldnt be relative to a download cause i download directly from the discs I have always used. Adobe is telling me mine is invalid, it honestly feels as though they are just trying to get me to purchase the CC version....It sucks, I dont have much worth anything, this was always one of those things i was strangley proud to own...

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Community Expert ,
Nov 17, 2023 Nov 17, 2023

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from whom did you purchase?

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Community Expert ,
Nov 18, 2023 Nov 18, 2023

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Some educational institutions had licenses that were valid for a specific amount of time and then expired.

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