unable to enter serial after re-install

Report · May 30, 2008

I had the tech suite installed and working correctly since last November when I downloaded it. I had a disk crash and I tried to re-install on the new hard drive. When I entered the serial number it failed to take. I then talked to customer support who gave me a new serial number. It too fails to initialize the software. I have tried installing on 3 separate PCs all with Administrator rights (the IT guys signed in), but to no avail.

Neither the original number nor the new number work. I have spent hours on the phone with level 1 and level 2 support with no results. The only conclusion Adobe came to was that XP was not permitting the software to do its thing. But I tried on 3 other PCs with IT admin rights. Perhaps I need to download the software again?

Has anyone experienced this problem?

Thanks in advance, Kevin

Report · Jul 17, 2008

Hello Kevin,

thanks for this entry - I experienced exactly the same. I was working with the TCS 1.0 for almost 3 months and then bought the TCS 1.3 where Adobe put a yellow sheet that recommended to uninstall older TCS versions. So I did...

After restarting the computer, I installed the TCS 1.3 and was prompted to insert the Serial number. I entered the new serial number for the TCS 1.3 but received the message that "the serial number is invalid".

Surprisingly, the system still remembers the old serial number that was valid for the TCS 1.0. Using the old serial number is not a solution as it won't enable the installation of Adobe Acrobat 9 Extended which was the reason to buy the TCS 1.3 at all!

I'm so angry because of uninstalling/installing TCS 1.3 (which takes hours), calling the Adobe distributor, not having a direct contact person at Adobe, not finding any forum entry offering a solution for 2 days!!!

Has anybody from Adobe a suggestion what to try next?

Thank you very muich,
Sandra.

Report · Jul 17, 2008

The TCS 1.3 upgrade from TCS 1.0 doesn't recommend uninstalling TCS 1.
It recommends uninstalling Acrobat!!! I know for sure since I just
updated myself and have the yellow instruction card in front of me.

I would recommend trying to see if the Microsoft Installer Cleanup
Script works. Reinstall TCS 1.0 (without installing Acrobat), then
install the updater. If that doesn't work you'll need to give Adobe a call.

Mike

Report · Jul 17, 2008

Hello Mike,

thanks for answering.

I will try to use the Cleanup Script although I'm not in the mood anymore to play Adobe's guinea pig. But ok, any port in a storm is helpful at the moment. So I definitely will try your solution and let you know.

By the way here is the quotation from Adobe that I received:
"Adobe recommends that you uninstall any previous version of Technical Communication Suite or any component of Technical Communication Suite, including prerelease software, before you install Technical Communication Suite 1.3"

I think that this statement also includes TCS 1.0.

Report · Jul 18, 2008

If you are installing an new version of the TCS 1.3 on top of TCS 1.0
then yes uninstall anything. If you had betaware, yes uninstall
everything. If you bought the ugprade from TCS 1.0 to 1.3 then just
uninstall the Acrobat component.

There are also upgrades available from the separate from components. I
believe for example there is an upgrade from FrameMaker 8 to TCS 1.3 as
well.

Mike

Report · Jul 18, 2008

Aha! This is exactly the same problem I've experienced this morning. It's put a dampener on my excitement for getting TCS 1.3. I bought the upgrade version 1.3 (since I already have Framemaker 6.0) but I have spent all morning with an error message telling me my serial number is not valid. This is despite calling support and them telling me it is a valid serial number.

I've left it up to them to deal with as I cannot waste any more hours on it. However, if anyone else has managed to rectify this problem then please share.

Kind Regards

Liz
p.s. my yellow slip of paper also says "Adobe recommends that you uninstall any previous version of Technical Communication Suite or any component of Technical Communication Suite, including prerelease software, before you install Technical Communication Suite 1.3", but I note it also says this is for full installs. Since I was upgrading from Framemaker 6.0, I left it installed.

Report · Jul 18, 2008

Liz,

You probably bought the wrong upgrade. The upgrade from TCS 1.0 to TCS
1.3 won't work from FrameMaker 6. Contact Customer Service for returning
the package and getting the correct upgrade for your system.

Mike

Report · Jul 28, 2008

I have had a similar problem.

When I received TCS 1.3, I couldn't install with the new 1.3 serial number, but I CAN use the old 1.0 serial number. I have spoken to various Adobe people in Support, Customer Care, and Product Activation, with no luck. I've spent two weeks on this!

I can use the applications for now, but I am afraid that if I just ignore the mismatch, I'll have trouble later on - for example, when a new TCS upgrade comes out. I'm still waiting for one more reply - will let you know if I hear anything positive.

I see these posts are about a week old. Have any of you received resolution in the meantime?

Gilda

Report · Jul 28, 2008

Hello Gilda,

as far as I know, the problem is caused due to wrong DVD's or serial numbers. Supposedly, Adobe will send a correct version of the TCS 1.3.

I will let you, if the new delivery works.

Sandra.

Report · Aug 01, 2008

Sandra, thanks for your reply, but no, that didn't work. When we ran out of all other options, I asked Adobe to send me a new DVD, and they did - same result. :(

Gilda

Report · Aug 06, 2008

I had a similar issue and did finally reach a resolution after MANY hours on the phone with Adobe Support.

I had FrameMaker 8 installed, then my company purchased the TCSuite 1.3 so I uninstalled FM as instructed and tried installing TCS from CD. Got the Invalid Serial Number message every time even though it was verified to be valid. After installing and uninstalling FOUR times (it takes FOREVER) and cleaning the registry and having my IT dept ensure I was Admin on the PC... they finally had me download a 2.93 GB Beta fix file (basically a new "fixed" build of the entire suite) and the install finally worked using my original serial number.

During all of this, one of the Support techs mentioned my CD was bad. So a few days later I called and requested a new CD be sent to me in case I need to reinstall. But at that time they said, NO, it was not a bad CD at all and that will not fix the issue. Then the phone call got cut off and I gave up at that point.

So does anyone know the "real" cause of these issues? And if I need to reinstall from my CD in 6 months (god forbid) will it work? I doubt it.

Report · Aug 08, 2008

We have also had trouble with 1.3 accepting the serial numbers. We have a system that cannot connect to the internet and we've discovered that 1.3 needs internet connectivity to verify the serial numbers. I am fast running out of time on the free trial offer, have spent over twelve hours with Tech Support, and haven't found a solution yet that gets everything working. The closest I came was downloading the free trial version and using our serial number. That worked and allowed me to call the 1-866 number to authorize the software, but RoboHelp still thinks it's in the trial version.

We need help.

Report · Aug 08, 2008

Sandra,

I'd recommend uninstall TCS 1.3 and all related applications. Use the
Microsoft Installer Cleanup tool to remove all leftover information for
all members of the TCS family. Then try to re-install the suite (TCS 1.3
if it is the full version or TCS 1.0 activate, then upgrade to TCS 1.3).

Mike

Report · Aug 10, 2008

Hi,
I've just purchased, TCS1.3 as an upgrade from robohelp 6. After install I get an invalid serial number message. I've tried all the work arounds, installing with my licensed,registered and activated robohelp still on my machine, removing all adobe components and software, performing a clean up and re-installing TCS 1.3. I've even gone as far as installing the package on a virgin windows drive, each time I get the invalid serial message.

Does anyone have a work around for this or no what the problem is, I'd appreciate any help.

Thanks in advance.

Mark

Report · Aug 10, 2008

Mark,

There may be different upgrade packages that depend on what you upgrade
from. I'd check with customer service if you got the right one.

Mike

Report · Aug 20, 2008

Hello Gilda,

today I received a new delivery of the TCS 1.3 and it worked!

Best regards and much luck,
Sandra.