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Has anyone had a POP-UP problem? I get a pop-up window that tells me the adobe software I have is not a genuine adobe product.

New Here ,
Feb 04, 2017

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I haven't clicked on "more info" yet. Afraid it's phishing.

Screen Shot 2017-02-04 at 11.41.59 AM.png

Adobe Community Professional
Correct answer by Michael J. Hoffman | Adobe Community Professional

This is indeed legitimate, although the circumstances and causes of its appearance have been confusing in some cases. You can find more information at this link, including frequently asked questions:

Adobe Genuine software

This could be a result of software that has been tampered or modified, or a licensing issue. In any case, you should try to reach Adobe for help in correcting the issues causing this pop up.

Mike

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Has anyone had a POP-UP problem? I get a pop-up window that tells me the adobe software I have is not a genuine adobe product.

New Here ,
Feb 04, 2017

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I haven't clicked on "more info" yet. Afraid it's phishing.

Screen Shot 2017-02-04 at 11.41.59 AM.png

Adobe Community Professional
Correct answer by Michael J. Hoffman | Adobe Community Professional

This is indeed legitimate, although the circumstances and causes of its appearance have been confusing in some cases. You can find more information at this link, including frequently asked questions:

Adobe Genuine software

This could be a result of software that has been tampered or modified, or a licensing issue. In any case, you should try to reach Adobe for help in correcting the issues causing this pop up.

Mike

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Feb 04, 2017 0
Most Valuable Participant ,
Feb 04, 2017

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Feb 04, 2017 1
LEGEND ,
Feb 04, 2017

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I wonder if it is just coincidence that Adobe has started validation just when some big price increases are due to be introduced?

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Feb 04, 2017 3
LEGEND ,
Feb 04, 2017

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you are the third user in two days with this issue. The message does come from your Adobe software and can be very difficult to remove

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Feb 04, 2017 1
Adobe Community Professional ,
Feb 04, 2017

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This is indeed legitimate, although the circumstances and causes of its appearance have been confusing in some cases. You can find more information at this link, including frequently asked questions:

Adobe Genuine software

This could be a result of software that has been tampered or modified, or a licensing issue. In any case, you should try to reach Adobe for help in correcting the issues causing this pop up.

Mike

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Feb 04, 2017 1
Community Beginner ,
Feb 07, 2017

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Legitimate, sure, but unnecessary and incorrect. It seems it's happening because we have older software, and is definitely a glitch. My software is licensed, and 'passing' all of the tests, but it's still popping up.

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Feb 07, 2017 3
LEGEND ,
Feb 07, 2017

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If you are certain your software is 'genuine' then contact Adobe at the link below via the 'chat' option. There are many cases of people buying fake versions of CS quite unaware they have been fooled into buying a pirated version -sometimes at full price. The validation checking is now picking up on those copies in the same way Microsoft detects fake versions of it's products and I'm afraid if your copy is one of those versions you'll have to accept you have been had.

However we did see last week that a small number of completely genuine customers have been identified during validation and this must reflect a glitch in the validation checking service. If you can prove ownership with an invoice or a registration of the software at Adobe, I would suggest first asking Adobe to confirm at their end your serial is genuine and with that confirmation 'demand' they issue a new serial for a tech to use by remote desktop to install. Adobe technical support is likely to take the view you have a phoney copy as that is the official company line and they don't look at this forum, Do not take no for an answer. If necessary take the operators name and shame them here as they have no right to deprive you the use of software as expensive as CS.

Contact Customer Care

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Feb 07, 2017 1
Community Beginner ,
Feb 07, 2017

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Thanks! Contacting them now...I've no doubt about the software as it was purchased through Adobe  .

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Feb 07, 2017 1
Community Beginner ,
Feb 25, 2017

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Hi,  were you able to contact them ? I can only get a link to live chat and the agent I got was clueless and ended the chat! Do you know a phone number I could call?

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Feb 25, 2017 1
Adobe Community Professional ,
Feb 26, 2017

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Hi Caroline,

If you dismiss the first notification when it comes up, and wait for your second notification, the second one will have a link to an Adobe landing page - and that page will include a unique ID number to use as a reference and a number to contact the Adobe Genuine Helpline to call for assistance.

That's been the best way to get support for this issue.

Mike

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Feb 26, 2017 1
New Here ,
Feb 08, 2017

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This just started to happen to a licensed, transferred copy of CS6.   I have been using this copy since Adobe validated the license and allowed the software to be installed as valid twice since the transfer in Sept 2014.  It was originally purchased on Ebay in the original box.  Going back to the seller 2 1/2 years ago is not an option.    I'm disgusted with Adobe having validated the serial and software several times until this week.   I can't help but think it's an obvious play at getting more people to upgrade to CC Cloud.   Since my license "Passed" on all the components of CS6 and show blanks in the tampering field of their "Non-Genuine Software" landing page, I called the number.   The (Indian) CSR asked for my email on my Adobe ID and then informed me that although the license was valid, that this was "Tampered Software".   I asked for a letter with some proof that this is tampered software and why it has been working fine and validated by Adobe 4x since Sept.   They sent me a "Cased Closed" notice.    Anyone up for a class action suit?

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Feb 08, 2017 4
New Here ,
Feb 08, 2017

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Sounds great!!! I went directly to Adobe, not responding to the POP_UP and complained. It hasn't popped up since

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Feb 08, 2017 1
New Here ,
May 19, 2017

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I'm in on a lawsuit! I have had it with these pop-ups on software I rightfully own! And NO HELP from Adobe. Only a your serial number isn't genuine and you need to go to the Cloud. BullS&*%! It is legit. And been working just fine for 5 years. I'm not renting software! This is not right! There has to be a lawsuit starting somewhere right?? I'm in if so!

Danielle V

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May 19, 2017 1
LEGEND ,
May 20, 2017

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There is no grand conspiracy to get you to switch to Creative Cloud. Adobe has a turnover of several billion dollars a year and it's unlikely they would make their name 'mud' for the sake of your $10 a month. What you are experiencing is a problem with a new anti-piracy system which in some cases gets false positives. You will need to work with the company in order to fix it. David__B is on staff at Adobe and experienced with this problem. Mentioning him here will attract his attention to this thread and hopefully he will be able to arrange assistance for you and  Magic_Murder_Bag

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May 20, 2017 0