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Activated CS6 reverting to trial

Community Beginner ,
Oct 01, 2012

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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.

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Activated CS6 reverting to trial

Community Beginner ,
Oct 01, 2012

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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.

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Oct 01, 2012 1
LEGEND ,
Oct 01, 2012

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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.

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Oct 01, 2012 0
Community Beginner ,
Oct 01, 2012

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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.

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Oct 01, 2012 0
LEGEND ,
Oct 01, 2012

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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

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Oct 01, 2012 0
Community Beginner ,
Oct 02, 2012

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No -- I have a stand-alone version of Photoshop CS6.

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Oct 02, 2012 0
LEGEND ,
Oct 02, 2012

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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.

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Oct 02, 2012 0
Oct 02, 2012

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Hi,

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?

Thanks

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Oct 02, 2012 0
LEGEND ,
Oct 02, 2012

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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.

-ST

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Oct 02, 2012 0
Oct 02, 2012

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Sorry for missing that.

Have sent a private message requesting for the case number.

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Oct 02, 2012 0
LEGEND ,
Oct 02, 2012

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Oct 02, 2012 0
Community Beginner ,
Oct 03, 2012

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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.

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Oct 03, 2012 0
Community Beginner ,
Oct 08, 2012

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sj41

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:

http://forums.adobe.com/message/4591392#4591392

http://forums.adobe.com/message/4701379#4701379

http://forums.adobe.com/message/4751655#4751655

regards

Alan

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Oct 08, 2012 0
Community Beginner ,
Oct 09, 2012

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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?

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Oct 09, 2012 0
Community Beginner ,
Oct 10, 2012

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I now have 13 days left on the "trial".  Is anybody at Adobe home?  Working on this problem?

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Oct 10, 2012 0
Adobe Employee ,
Oct 10, 2012

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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?

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Oct 10, 2012 0
Community Beginner ,
Oct 10, 2012

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I get the trial box regardless of which version I launch, however the time left is different -- or was the only time I tried. 

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Oct 10, 2012 0
Community Beginner ,
Oct 10, 2012

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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?

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Oct 10, 2012 0
Adobe Employee ,
Oct 10, 2012

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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.

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Oct 10, 2012 1
LEGEND ,
Oct 10, 2012

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sj41 - Just a thought - can you verify your 'hosts' file in Windows to check if there are any misconfiguration for activate.adobe.com gateway?

You can find it here: c:\windows\system32\drivers\etc

Check for any lines that read activate.adobe.com and paste it here if possible.

Sometimes, a block or a misconfiguration in your hosts file may result in PS not being able to connect to Activation Server, thereby resulting in erratic behavior of your licensing activation.

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Oct 10, 2012 0
Community Beginner ,
Oct 10, 2012

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My hosts file does not have any 'activate.adobe.com' line in it. It seems

to only have comment lines.

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Oct 10, 2012 0
LEGEND ,
Oct 10, 2012

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Well then, I guess we have to wait for Jeff to give us his feedback after his engineering team reverts to him today.

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Oct 10, 2012 0
Community Beginner ,
Oct 11, 2012

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Jeff

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.

regards

Alan

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Oct 11, 2012 0
Adobe Employee ,
Oct 11, 2012

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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.

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Oct 11, 2012 0
Community Beginner ,
Oct 11, 2012

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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.

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Oct 11, 2012 0
Adobe Employee ,
Oct 11, 2012

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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.

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Oct 11, 2012 0
Community Beginner ,
Oct 12, 2012

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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.

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Oct 12, 2012 0
Community Beginner ,
Oct 12, 2012

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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...

Alan

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Oct 12, 2012 0
Adobe Employee ,
Oct 12, 2012

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Apb_liv you will want to reference the document listed in message #17.  We will be updating this document once an update is available.

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Oct 12, 2012 0
Community Beginner ,
Oct 12, 2012

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I only just got round to restarting WMI at 23:40 UK time. CS6 apps still ran activated before restarting the WMI service, but stopped after starting WMI and rebooting. Seems like a link from my experience.

As Jeff suggested, I shold have referred to http://helpx.adobe.com/creative-suite/kb/64-bit-creative-suite-applications-repeatedly.html

Alan

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Oct 12, 2012 0
Community Beginner ,
Oct 15, 2012

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I have only 8 days remaining.  Are you going to have a solution for me in time?

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Oct 15, 2012 0
Community Beginner ,
Oct 16, 2012

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This morning I had 7 days left on the "trial"; tonight I have 12 days left.  What is wrong with your activation system?  Do you have any ideas yet?

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Oct 16, 2012 0
LEGEND ,
Oct 16, 2012

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I'm sure Jeff and his team are working for a fix.

In the meantime, can you tweet @Adobe_care directly? You'll get quick responses from direct Adobe team.

You can refer your Case ID as well as this thread on the forum for better insights.

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Oct 16, 2012 0
Adobe Employee ,
Oct 17, 2012

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As already discussed please contact our support team if you haven't already to have your specific issue reviewed.  If your case is related it will be added to the list being presented to our engineering team.  As also mentioned http://helpx.adobe.com/creative-suite/kb/64-bit-creative-suite-applications-repeatedly.html will be updated once a solution is available.

In regards to contacting @Adobe_care you are certainly welcome to but as there is no solution yet there is not much which we can advise you to do through that channel.  Ensuring you have a case filed is going to be much more effective than tweeting @Adobe_Care.  Myself and my colleagues will likely refer you to the same tech document and also ask if you have opened a case as well.

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Oct 17, 2012 0
Adobe Employee ,
Oct 17, 2012

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Also you can try temporarily disabiling the Windows Management Instrumentation service.  This is looking like what is causing the activation difficulty.  Basically we have found that for users experiencing this issue the Windows Management Instrumentation service has become compromised which is causing your computer to show as two separate computer systems.  This is why you are continued to be asked to activate. 

Please keep in mind though that disabling the Windows Management Instrumentation service should only be utilized if you are not able to exit the need to reactivate.  The Windows Management Instrumentation service is basic service used by Windows and other applications.  You may have problems running other applications if you leave the Windows Management Instrumentation service disabled.

There is currently no way to repair the Windows Management Instrumentation service under Windows Vista and 7.  This is part of what our engineering team is investigating at the moment.

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Oct 17, 2012 0
LEGEND ,
Oct 17, 2012

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Jeff, is this possibly a fix that has to come from Microsoft, then?

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Oct 17, 2012 0
Adobe Employee ,
Oct 17, 2012

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To early to determine at this time.  Best to bookmark the tech document and we will update it once a solution is available.

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Oct 17, 2012 0
Community Beginner ,
Oct 17, 2012

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Jeff, I started this thread, and I have a case number and about a dozen

calls to tech support already under my belt. If I recall correctly,

disabling WMI was one of the things I tried -- unsuccessfully. I repeat my

offer to work with the team to try to fix this problem.

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Oct 17, 2012 0
Community Beginner ,
Oct 18, 2012

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Adobe just tried to close out my case number.  Here is their explanation:

"Hello Steven,

Thank you for updating the dependency information. We discussed this case again with our development team and they have informed that we do not have a solution for this issue at this point in time. You need to enter the serial number and activate the software each time you launch a 64 bit CS6 application. I would like to tell you that this is a rare incident and we are extremely sorry for the inconvenience caused to you. We are closing this case now. We will get back to you once we have a fix your issue.

Thank you,

Bobby Johnson,

Adobe Technical Support."

Somebody seems to be unclear on the concept.  You don't close a case just because it's been a month and you can't find a solution.  You keep it open for as long as it is a problem for your customer.  Once again, I will be happy to work with the development team to try to find a solution -- just contact me at the email address you have on file.

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Oct 18, 2012 0
werdiam LATEST
Community Beginner ,
Oct 03, 2020

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I just had this happen to my PS CS6 version on my Mac. I was using PS last night but when I tried to open it today I get a message saying I need to license as the extended trial has ended. Any idea what causes this and how to I get rid of the problem?

Thanks

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Oct 03, 2020 0