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Eigil Skovgaard
Inspiring
May 2, 2023
Answered

Serial number is 'invalid' though it has been downloaded with InDesign from my account

  • May 2, 2023
  • 4 replies
  • 1617 views

Win 10.

My account with Adobe, the Products page, looks like this:

 

 

When I download any of the versions available from this Products side - in this case it would be the English version - OR one including my native language - in both cases I get the 'invalid serial number' message, and please contact SUPPORT ))), which notoriously is very hard to get in touch with.

Should it ever happen, I would like to ask the good service providers there, how this can be possible - that two original components from the same product page don't match each other?

And that's the question I have to ask here in the forum (while Adobe likes to be left alone).

This topic has been closed for replies.
Correct answer Eigil Skovgaard

I had help from Adobe Chat to solve this issue.
They supplied a new serialnumber and set of installation files.

The problem seems to be that the order in which certain installation files must be chosen and activated isn't explained on the Product sides. I hope Adobe will add the same explanation in general as I receuved with the specific instructions.
But now it works for me, and I thank support for the help.

Case closed.

4 replies

E
Eigil SkovgaardAuthorCorrect answer
Inspiring
May 7, 2023

I had help from Adobe Chat to solve this issue.
They supplied a new serialnumber and set of installation files.

The problem seems to be that the order in which certain installation files must be chosen and activated isn't explained on the Product sides. I hope Adobe will add the same explanation in general as I receuved with the specific instructions.
But now it works for me, and I thank support for the help.

Case closed.

L
Community Expert
LaubenderCommunity Expert
Community Expert
May 4, 2023

Hi @Eigil Skovgaard ,

did you ever ran InDesign CS6 version 8.0 together with a newer version of InDesign CC on the same machine?

If this was the case the installation of the cloud version of InDesign did overwrite the serial number from the old perpetual version that was once installed with an installer medium like a DVD.

 

To remedy the situation, you could uninstall all Creative Cloud stuff with the Creative Cloud Cleaner Tool plus the currently installed CS6. Then reinstall CS6 from DVD. The old serial number should be valid again.

 

Here a link to the Creative Cloud Cleaner Tool:

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

 

FWIW: Before you doing all this do a backup of your harddisk so you can go back anytime.

 

Regards,
Uwe Laubender
( Adobe Community Expert )

E
Eigil SkovgaardAuthor
Inspiring
May 4, 2023

Hi Laubender,

Have you read this tread from the beginning. The serial number I use is from my Adobe account from which I also (concurrently) have downloaded the installation files that don't accept that same serial number. I don't understand how that binding can be out of sync?

I have no InDesign software installed - and haven't had for a couple of years. But as I have a lifelong license for InDesign 8, I thought I would use it, rather than buy Affinity's software which might not be compatible with my old InDesign data files.
So, I don't think a cleaner tool will help much, as no InDesign version ever has been installed on my current PC.
The old InDesign 8 was downloaded from Adobe, so no disc either.

I have just been through a parallel 'exercise' with Photoshop CS5, and everything played fine together.

L
Community Expert
LaubenderCommunity Expert
Community Expert
May 4, 2023

"So, I don't think a cleaner tool will help much, as no InDesign version ever has been installed on my current PC."

 

Ok. That I did not know. I only guessed that you perhaps had InDesign CS6 installed. And later had the CC version on the disk, perhaps as a trial. So in the end you are right; CC Cleaner is not much of use here.

 

Hm.

 

Was the purchase of InDesign CS6 done before Creative Cloud came out?

In 2012 perhaps? Or was it later? In any case this is something Adobe Support should resolve.

 

Regards,
Uwe Laubender
( Adobe Community Expert )

Rishabh_Tiwari
Community Manager
Rishabh_TiwariCommunity Manager
Community Manager
May 2, 2023

Hi @Eigil Skovgaard ,

 

Sorry to hear about the trouble. Please try the suggestions shared by Peter and if it still doesn't work, please contact us directly using this link.

 

Thanks

Rishabh

E
Eigil SkovgaardAuthor
Inspiring
May 2, 2023

Ok, I'll make a new attempt within the next three days and be back with the result.

Peter Spier
Community Expert
Peter SpierCommunity Expert
Community Expert
May 2, 2023

Do you see this mesatge when you try to download or when you try to install?

If the latter, then most likely the serial number doen't match the language version.

E
Eigil SkovgaardAuthor
Inspiring
May 2, 2023

Yes, sorry - it's during installation. And you are probably right, but I have downloaded the likely versions - the remaining are simply not what I would buy. I prefer English versions for all IT - or Danish if the translations are ok - or the offer is irresistable. Actually I think the version in question is in Danish, so there are not many chances to make it wrong.

Is it possible to write to Adobe directly?

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