I have Photoshop CS6 on Windows 7 (64 bit). When I activate it, activation seems to be successful, but a few hour later it reverts to the trial edition. I have been in contact with Tech Support every day for over 10 days now with no resolution of the problem. We have tried stopping Windows Management Instrumention, installing as administrator, installing into a new account, installing (updating) Adobe Application manager, several other things I have forgotten. I have given over (remote) control to a rep using "Connect" (don't know what he did -- too fast), but nothing has worked. Tech Support finally told me that this is a known issue. Has anyone on this forum experienced it? I tried searching, but didn't find anything.
That sounds weird. Do you get any error messages or code when this happens?
Anyway, I'll escalate this issue to the Adobe Team. They'll revert to you directly.
No error messages, just the trial version (extended) dialog. Sometimes it says I have 0 days, sometimes -1 days, sometimes 30 days, and sometimes 20-something days. I have a case number if a team member ever contacts me.
Are you on Creative Cloud membership with the application that is auto-reverting to trial?
If you are, try the steps outlined here to see if it helps: http://helpx.adobe.com/creative-suite/kb/trial--1-launch.html
No -- I have a stand-alone version of Photoshop CS6.
Wonder why that is if it's a standalone installation.
I'm moving this thread to Installation Forum for better responses from other experts here.
Apologies for the inconvenience.
Do you have any previous versions or the beta build of Photoshop installed on your computer?
Also, do you have any case numbers from your interaction with tech support that we can look into?
Gautham, Thank you for responding.
The OP has a case number as he has mentioned in Reply #2.
I have a case number if a team member ever contacts me.
You may want to Private Message/ E-mail him to help him resolve this.
Sorry for missing that.
Have sent a private message requesting for the case number.
I had a trial version of CS 6 installed when I was waiting for delivery
(from Adorama) of the purchased version. I first just entered the serial
number from the purchased version into the trial. When this reverted to
trial I uninstalled the trial and installed from the DVD. When this
reverted to trial I began contacting support. One of the things I tried
was to uninstall CS 6, use Adobe Cleaner Tool, then reinstall. Still
reverting to trial.
I have had this same problem since June with CS6 Production Premium on win7 64 bit (installed from DVD on Dell XPS15 laptop). As you state, this is a known problem. It has been with "engineering" for over a month, but that doesn't stop front-line support from having customers waste hours going through troubleshooting that won't work ; though to be fair it looks like your troubleshooting was some of the stuff they tried with me most recently and it looks like your experience of using different admin accounts etc has not long term benefit for the affected user (like my experience). See these discussions for more info on this problem:
Alan -- thanks for the note and the links. Even though an Adobe rep said it was a known issue, I was beginning to believe I was the only victim.
I now have 14 days left on the trial and have not heard from Adobe in 5 days -- even though I was told that I would hear by the weekend. Is anyone home?
I now have 13 days left on the "trial". Is anybody at Adobe home? Working on this problem?
Does this issue only occur when you launch the 64-bit version of the applications? For example if you launch the 32-bit version of Photoshop CS6 are you not prompted to activate again?
I get the trial box regardless of which version I launch, however the time left is different -- or was the only time I tried.
As I wrote earlier, I have had this since June. On the 32 bit versions the trial screen comes up after the program has almost finished launching. I can just close the trial dialogue and confirm that I want to and the 32 bit program runs deactivated. The trial screen gives a number of days anything between 00 and 32768 days. The 64 bit apps normally prompt with the trial screen before much has loaded and if I close the trial dialogue the program quits. See if your 32 bit version of CS6 behaves the same way.
Out of interest, have you tried installing on a second PC? My CS6 works perfectly on my HP desktop. It is only on my Dell laptop that it doesn't want to activate. You can install and activate on two PCs. Could you try that?
apb_liv and sj41 if you are having the issue with 64-bit applications only then please see 64-bit applications repeatedly ask to activate - http://helpx.adobe.com/creative-suite/kb/64-bit-creative-suite-applications-repeatedly.html. Sj41 it sounds as if you have already opened up a support case. Apb_liv if you have not then I would recommend doing so.
Our engineering team is currently prepared to do another test with one of our affected users tomorrow morning. We are hoping this will help narrow down the issue to allow a resolution to be found.
If for some reason you are having CS6 applications revert to trial mode but it is not 64-bit specific then please review CS6 applications in Creative Cloud unexpectedly revert to trial mode | CS6, CCM - http://helpx.adobe.com/creative-suite/kb/trial--1-launch.html.
I have had over 10 support cases with this issue - I may even have been the first person to report it. It is not 64bit specific. Both 32 bit and 64 bit apps fail activation, but they fail differently. I just use the 32bit versions on my laptop at the moment as they are less inconvenient to start up and am waiting for the engineering solution. Hopefully the test tomorrow will get closer to that.
Apb_liv I apologize that you have been facing this issue for some time. I am very happy to hear though that you do have a support case, or cases, already reporting on this issue.
Unfortunately the user our Engineer's contacted today was unable to reproduce the issue. Arrangements have already been made to contact the customer again tomorrow morning.
I seem to be able to reproduce the issue every time I launch Photoshop (I now have 12 days left). Have your engineers contact me.
Thank you for the offer sj41. I will certainly keep it in mind. I have several users as well who can reproduce this issue consistently.
Any news on the debugging front? It's Friday and I have only 11 days left. That means that when you guys return to work Monday, I'll only have 8 days left. I'm getting anxious.
They think it is something to do with the Windows Management Instrumentation (WMI) service. If I turn my WMI off in msconfig.exe and restart, and then re-register a CS6 64bit app all of the CS6 apps activate and stay activated (well through 3 reboots over 3 hours, which is much longer than I normally get). The only problem is that turning off the WMI service also turns off my antivirus and a few other things, which is not good. I am now going to turn it back on and see what happens.
Apparently, on some PCs the WMI makes adobe's activation software think the PC is a new machine - repeatedly. The fix, if it is WMI, will also involve Microsoft...
Apb_liv you will want to reference the document listed in message #17. We will be updating this document once an update is available.