Lightroom 6 update issue

[BrianNegus]

I have Lightroom 5 on my iMac and have just purchased the update to LR6.

The email that confirms my purchase informs me that I've purchased Adobe Photoshop Lightroom 6 (Mac/Win,English) and gives me a serial number.

However, when I follow the download link I'm offered three versions of Lightroom, Mac/Win English, Windows Multiple Languages and Mac Multiple Languages.

The Mac/Win English download has my serial number against it the the next column states that the download is "not applicable".

The other two show no serial number and offer a download link. In desperation I tried the Mac Multiple Languages link and this downloaded, but it will not install, stating that I don't have an applicable product on my Mac to upgrade from.

I'm stuck.

How do I download and install the product that Adobe tell me I've purchased?

Brian

[Ferdinand Volxem]

Am surprised you managed to download the upgrade to Lightroom 6, I could not even achieve that! (I use an iMac too).

Adobe's site seems now geared to lead one the "arm twisting" way to enter a subscription to Lightroom CC, as the download of a standalone upgrade seems to have become so difficult.

Look forward to guidance from Adobe as how to proceed, thank you Adobe

[BrianNegus]

Yes, like you, I first arrived at the CC page. I don't now remember how I escaped that to place my order just for a LR6 upgrade. I don't seem to be able to reproduce it now that I've already made the purchase. But anyway, I wouldn't recommend following the path I took either ;(

Brian

[cédrich59108792]

Same here. I would like to download the update and I am not interested in CC... I have been looking for 30min on the website without success.

[sallyg63047592]

Same here Brian, there is no download button on the top mac / english link , getting very annoyed actually as the phone number they gave in case of problems does not work ..

What a very inefficient web site , not impressed at all . Now what ?

[sallyg63047592]

Ive replied to the two emails ( order confirmation and order Acknowledgements ) from the store manager but they both came back so thats no good. Ive rung the number three times that is given on the email , queer dialling tone and no one answers anyway .

This is really not good enough ... oh and still nothing in the download box for Mac/ English .

[cédrich59108792]

I finally managed to upgrade my lightroom.

When you are on adobe.com website, go to "menu", then "all products" , down in that list you will find lightroom. clic on "buy" you will then be able to switch "full" to "upgrade"... you will be able to choose mac/pc also at that stage. add it to your cart! done.

it would be nice to add a link on the webpage... I know adode would prefer if people registre to CC. But some of us simply prefer to have a permanent license.    

[sallyg63047592]

Ive already bought it Cedrich as an upgrade from Lightroom 4  , but the download box isn’t available , says they are still processing my order and could take 24 hours and to keep checking in ...

I agree with you re the permanent license, Im a pensioner and dont want to commit to additional monthly expense .

[BrianNegus]

Glad to see someone has had success.  My download is still listed as "not applicable" so I'll wait a little longer to see if its status changes before wasting any more time trying to make contact with Adobe.

The Adobe shop site reported an error a miniute or two again when I logged in so perhaps things are happening.

Brian

[sallyg63047592]

Brian mine is exactly the same,I still get the not applicable thing too .

Ive been on the phone with Adobe for the past 20 mins and he sent me a link to download Lightroom upgrade ... this is what happened when I clicked on it ...

Access Denied

You don't have permission to access "http://trials3.adobe.com/AdobeProducts/LTRM/6/osx10/Lightroom_6_LS11.dmg?" on this server.

Reference #18.8e356657.1429717584.78bcc6d

Absolutely fed up !!

[BrianNegus]

Thanks for taking time out to phone Adobe.  They clearly have a serious issue to fix for some of us. My CC friends have mostly managed to get the upgrade. I'm kind of hoping that the non-CC issue is widespread so that Adobe are more likely to fix it soon! Or is that naive? Not at all happy that I've paid for an upgrade that I can't use and wondering just how much wasted time this is going to lead to.

Brian

[sallyg63047592]

Hi Brian . I emailed tech support and he asked me for a contact number to reach me regarding the issue , this was last night, I m in the UK and I think they are in Ireland so Im presuming I shall be getting a phone call anytime ....

Watch this space .

[BrianNegus]

Thanks Sally, we're both in the UK so your experience is definitely relevant to me.  I've not had time to check yet if anything has changed in my list of downloads but I'm not expecting miracles.  If I get time later I'm planning to try a chat session with tech support to see if that yields a result. I guess the worst case is to get a refund and try again in the hope that they've now fixed whatever bug we were hit by. There haven't been many "me too" replies to this issue so perhaps we're just a few unlucky customers who fell foul of an early bug.

Brian

[sallyg63047592]

Well no phone call yet - 13.15 and Im out this afternoon ...If I do hear I will mention you as well as me in the hopes that they sort us both out !

Im wondering if to download the trial and then putting in the serial number I / we were given in the hopes it would work . Whether or not its the full version or an upgrade though I have no idea .

Sally

PS Im wondering why Adobe staff dont reply to any of these posts ....

[daisyg30458525]

‌yyou were able to buy the upgrade. Were you successful in downloading the product? When I clicked on the link provided, I had apparently downloaded a mobile version. Interestingly, the serial # supplied was no good and so I have a trial mobile version fo $79.

[MiffedatAdobe]

I managed to upgrade my desktop LR 5 to 6 and it was not easy. I am on this site to post my disgust with Adobe's methods to promote there CC. I don't want CC and actively dissuading customers from a product you sell by making it difficult for customers to purchase should be stopped. I want Adobe management marketers and whoever can change these antagonistic tactics to know that these tactics will eventually backfire. I encourage them to concentrate on making your customers lives difficult to promote something they don't want and focus on making sure your products that they want and purchased are easy to install. If you don't your competitors will. Also, I would encourage you to fix your feedback system to something friendly to your customers.

[tomr91197977]

I'm starting to feel very much the same way...  I'm starting to consider looking at other options... Adobe has made upgrading from my purchased copy of Lightroom 5 to Lightroom 6 extremely difficult and I feel like it's purposely to drive their customers to go the CC route. This really offends my sensibilities!!!.

I've paid for the upgrade but they've made it impossible for me to download and install it! In these days and times who wants another monthly bill for something you never own.

The longer I go without the software I've paid for already the more l'm inclined to find other options... Apple please rescue those of us held hostage by adobe!

[BrianNegus]

miffedatadobe, I agree but I hope this is just IT incompetence rather than crude and heavy handed marketing. Sally, I was thinking of downloading the trial, too, but I'm kind of nervous that I might just open a fresh can of worms. I'll have time later this afternoon to try to get a chat with Adobe support and report back if anything useful emerges. Brian

[sebastianw49629002]

I'm trying to download this fromt heorders page as instructed by the store manager email, but get an error

413

Header Length too Large

Anyone else experience this? Very frustrating.

[tomr91197977]

Sebastian,

This is exactly the issue I'm having!

[BrianNegus]

Sally, it just got worse for me.  I followed my now familiar route to the page which used to give me a list of downloads. (This was the page that showed the product I'd purchased as "not applicable").

This time I got a 413 error identical to yours. I suppose this at least indicates that Adobe are making changes, but it certainly isn't a fix.

I spotted on my way to this error a link to return an item.  I'm tempted to try to use this to get my money back and just give up for now, but what are the odds that the refund mechanism will work, I wonder?

I'll certainly not leap in to be an Adobe early adopter ever again!

Brian

[BrianNegus]

Well, I tried tweeting to Adobe Customer Support and they got back within a few minutes with a suggested fix. It involved downloading the CC desktop and then letting it install the CC version of Lightroom. I was then given instructions to convert LR CC to a licenced version of LR 6. I followed the instructions for getting LR CC and it fired up LR CC and converted my catalogue to LR 6 format. So far so good. Trouble is that the next instructions to convert it to a licenced version didn't work. I was supposed to get a trial dialog with an option to licence this version. THis dialog never appeared and system info shows that the trial version is expired. Odd, since I installed it earlier today.

I've tweeted again to Adobe Customer Support to request further assistance.

I'm finding this increasingly frustrating and stressful and hugely time wasting and I've now got myself in a position where I have an LR6 catalogue and and LR6 that I can't use. Great!

[sallyg63047592]

Hi Brian

Well no phone calls for me today from Adobe, am really furious now . I really need Lightroom 6 as I have an Olympus EM-5 markII and its a pain having to convert from dng all the time .

Im still very tempted to download the trial and try that way .....

If that doesnt work, Im going to get my money back I think and try again another time, I DO NOT WANT CC !

[BrianNegus]

The instructions that Adobe Customer Care gave me for converting the trial to licenced are at Adobe Photoshop Lightroom Help | Serialize Lightroom CC trial to activate as Lightroom 6

It didn't work for me because it didn't give me the trial dialog but this may be related to the download of the Mac multi language version that I tried downloading yesterday.  Try it if you dare.

My issue is now with the Lightroom expert team.

[sallyg63047592]

Geez ... I dont dare, but as we speak, I have been waiting to “ chat “ to someone now for 30 mins ....what an absolute farce .

At a loss Brian really . Will let you know if I get any sense out of chat .

Thats if anyone ever answers !!