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adriennec11913818
adriennec11913818
Participating Frequently
November 2, 2016
Answered

CS6 volume license in unexpected trial state

  • November 2, 2016
  • 3 replies
  • 2409 views

I share everyone's frustration with the blocking pop up!

I've had valid CS licenses - purchased directly from Adobe - since 2008 and validly licensed Adobe products since 1998. I have been using CS6 every day since it was installed (March 2013). However, in the last year I've been blocked three times by an "expired 30 day trial version" pop up message. I've NEVER had a trail version of any Adobe software. Fixing this problem 6 months ago required a walk through with Adobe CS Tech Asst personnel (now no longer available) and a "special" download via the Adobe site.

I just got the message again. Once again I'm being blocked from production work when trying to use a valid product license number.

I can be kind and verbalize my suspicion that Adobe is deliberately inserting malware via updates, at this point in time to Acrobat Pro/Flash, as a direct attempt to force me to purchase the CC version. NO. I will update when and if I so choose.

Six months ago the "Adobe "fix"  was both frustrating and time consuming. Now there is no Tech Assist and no place on the site that walks valid license holders through this reoccurring "bug."

My last case number was 02201009524. I'm having the identical access problem to a validly licensed Adobe software package + lost production time...for no reason...but now I have no way to get help!

WHY?

How difficult is it to post instructional help for those of us who can prove with license keys and via our Adobe accounts that we have the right to use our licenses for CS6?

Where do I go to find help unlocking my access and preventing this from continually happening?

I consider Adobe preventing me from using software I legally purchased directly from Adobe as fraud and theft. At this point, I too am interested in a class action suit...or a dedicated page to handle this problem for hijacked valid users.

    This topic has been closed for replies.
    Correct answer Jeffrey_A_Wright

    Jeff,

    Thanks again. My tech has some questions for you:

    To make sure I'm completely clear on your deinstall and install instructions:

    1. By "remove... using the unistallers in Programs and Features" do you mean going to windows Control Panel >> Programs >> Programs and features, as opposed to elsewhere?

    2.  My full set of Adobe products listed under Windows Programs and Features:

       * Adobe Acrobat Reader DC

       * Adobe Acrobat C Pro - English, Francais, Deutsch

       * Adobe AIR

       * Adobe Creative Suite 6 Design Standard

       * Adobe Flash Player 11 ActiveX 64-bit

       *  Adobe Flash Player 21 NPAPI

       * Adobe Help Manager

    Please confirm that I need to uninstall all of them?

    Is there anything else I need to uninstall?

    3. You refer to removing several folders under "\ProgramData\Adobe..."  if the reinstallation fails. Should I remove those folders immediately after the reinstall failure or do I need to first do another uninstall all over again of all Adobe software in Programs and Features, then remove the folders, then try to reinstall a second time?

    4.  Also, given the problems you mention about these folders, should I simply delete them beforehand for the first try, or should I wait to see what happens after a first reinstall attempt.


    The complexity of this process is the reason why I've suggested making defined instructions for solving this hijack problem for those of us valid licenses. I'm now working into the third day without use of my valid licensed software. That's an unacceptable business loss for me and an unacceptable business practice for Adobe.


    Best,

    Adrienne


    Adrienne you will want to uninstall the Adobe software titles you listed and then run the CC Cleaner Tool available at Use the Creative Cloud Cleaner Tool to solve installation problems .

    The only time it is safe to remove the SLStore and AdobePCD folder is with the Adobe software completely uninstalled.  If you remove, or modify these folders, with the software installed then it will affect the licensing of your installed Adobe software titles.  Very similar to the behavior you have been experiencing periodically with your software going into trial mode.

    Once the software is removed, the CC Cleaner Tool run, and the SLStore and AdobePCD folders removed you can then begin the reinstallation of Creative Suite 6.  I would hold off on installing the remainder of the Adobe software titles you listed until CS6 is installed and licensed.

    3 replies

    Bani Verma
    Community Manager
    Bani VermaCommunity Manager
    Community Manager
    November 17, 2016

    Moving to Deployment for Creative Cloud for Team, Enterprise, & CS​

    Beverley Gray
    Beverley Gray
    Inspiring
    November 3, 2016

    Hi adriennec11913818

    For download/installation advice please check this document - Adobe apps - download and installation help

    If you still have issues, please post details in this forum where one of our experts can assist further - Downloading, Installing, Setting Up

    Kind regards

    Bev

    adriennec11913818
    adriennec11913818Author
    Participating Frequently
    November 3, 2016

    Hi Bev,


    Thank you for your reply. Please address my questions below.

    1. Why must I deinstall and reinstall CS6 every 6 months when until this issue started, the software worked just fine since it was installed in March 2013?

    2. What is causing the pop-up block?

    3. Exactly what steps must I take to rid the software of this continuing problem?

    4. Will the pop up problem require a continual "fix?"


    I've never had any cloud service installed on my system.
    I've always purchased Adobe products directly from Adobe.
    The only required download was my upgrade from CS5.5 to CS6.

    Best,
    Adrienne

    Jeffrey_A_Wright
    Community Manager
    Jeffrey_A_WrightCommunity Manager
    Community Manager
    November 3, 2016

    Adrienne I am sorry you are facing difficulty with your Creative Suite 6 installation.  I reviewed case number 02201009524 but it only indicated you were waiting for your order from CDW.

    I also reviewed case 0215872488 and the serial number Acrobat DC which you posted in the case notes.  If you are attempting to reinstall Acrobat DC please make sure you are utilizing the installation files available at https://licensing.adobe.com/.  Your organization has purchased a volume license for this software title and the installation files are available through our licensing web site.

    1. Why must I deinstall and reinstall CS6 every 6 months when until this issue started, the software worked just fine since it was installed in March 2013? 

         Do you receive any specific errors which are causing you to reinstall Creative Suite 6? Have you tried re-entering your serial number, instead of reinstalling, to see if the software can be licensed.

    2. What is causing the pop-up block?

         Is the pop-up you are referring to the message that you are in trial mode?   This could be due to the licensing files being damaged or corrupted.  This could be why reinstalling maybe resolving your error for 6 months.

    3. Exactly what steps must I take to rid the software of this continuing problem?

         Do you use any system optimizers or utilities that may be affecting the licensing files on the computer?  If so I would recommend reviewing the settings for these utilities to ensure they are not affecting SLStore, AdobePCD, and SLCache folders.  If you can post what specific version of Windows you are using I can give you a specific location for these directories.

    4. Will the pop up problem require a continual "fix?"

         Please see my response to your third question.  Until we determine what is causing the licensing files to become damaged it is not known if you will continue to experience Creative Suite entering trial mode.

    I am happy to hear that reinstalling Creative Suite 6 does allow you to continue to use this software.  This would indicate that your serial number for Creative Suite 6 is valid.

    R
    Roxanne Martin
    Participant
    November 2, 2016

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