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How can I de-license an installed copy if the computer doesn't exist any longer?

Community Beginner ,
Mar 16, 2024 Mar 16, 2024

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12 years ago I bought a retail copy of Photoshop CS6.

Installed it, licensed it online, used it. No problems.

 

Since then I had several computers. I remember that I had to de-license my copy once or twice to install it on a laptop or on a new computer. It always worked like a charm.

 

Now my recent PC broke and I got a new one. The old one is physically broken and we already sent it to recycling centre.

When trying to install Photoshop on my new computer, I get an error message that the number of my licenses is exceeded and that I need to de-license.

 

I cannot do that, because the old computer doesn't exist any longer.

 

I contacted the support team via chat. The chat support told me this is a problem they cannot solve and they will forward my problem to a special licensing support team.

 

The special licensing support team just send me an automated mail me with a link to this page

https://helpx.adobe.com/de/x-productkb/policy-pricing/error-activation-limit-reached-sign.html

 

It basically says "If you cannot de-license your software because you already uninstalled it, just install it again on the old computer and de-license it."

 

In the same e-mail they stated that my support case is now closed.

 

So I'm back to step 1.

 

How can I de-license an installed copy if the computer doesn't exist any longer?

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Adobe
Community Expert ,
Mar 16, 2024 Mar 16, 2024

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@sandra4785 looks like you're out of luck if you're unable to deactivate it on the old PC, according to this thread Adobe support no longer have access to the activation servers.

So getting the activation count reset is no longer possible.

https://community.adobe.com/t5/acrobat-discussions/withdrawal-of-activation-count-reset-service-on-p...

2024-03-16 10_28_14-Re_ Withdrawal of Activation Count Reset service o... - Adobe Community - 144791.png

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