Photoshop CS6 suddenly a trial version of Extended.

[oldbalddude]

Launched Photoshop CS6 this morning, and suddenly it is a trial version of CS6 Extended. I did not ask for this, I do not want this, I bought, paid for and registered the regular version on the day it was released. I am not renting the software via that stupid creative clod thing, I bought it the regular way. What is happening here? Is this going to happen every time they release a minor update? How do I make it go away?

[Les Cornwell]

I downloaded and installed the so-called "patch installer" and did not experience (up to now, touch wood) any untoward effects.

[dtspin3333]

Well, I just installed the latest update.  Keeping my fingers crossed.  Some observations:  First.....look at the description for this latest update.  Could it be more vague?  Why not let users know more details about what exactly this update is addressing?  Second.....How much time would it take to jump into this forum and let us know there is an update available that will fix this problem?

A third observation for what it's worth.  From Adobe to Nikon there is a growing indifference to customers.  Like someone else posted, I rarely go directly to these large companies "help" services.  Instead, I look for user forums.  And speaking of forums, I'd like to say thank you to everyone in this forum thread.  You've helped me understand this problem and provided excellent ideas and solutions.  Here's hoping this latest update is the fix we've been looking for!!

-Dave

[smei_ch]

Happened just a second time with me after I could reactivate it last week (CS6 Extended on MacBook Pro). But I had to contact support to get my activation count reset.

This time I left PS as it is and opened a support case. I really wonder what Adobe intends to do with this. REALLY annoying.

[Barry Young]

Hi all,

I'm sorry to hear that so many of you are hitting issues. It appears that one of the licensing files was corrupted during the update and we are currently working on a fix.

In the meantime, if the trial dialog appears:

1) Make sure you are online

2) Click "License this Software"

3) Sign in with your Adobe ID, and then enter your serial number

    If you are a Creative Cloud member, sign in with your Adobe ID that's associated with your subscription

4) Produt should be licensed successfully

Note that this isn't a permanent solution and you might need to repreat these steps should the licensing screen reappear.

If the problem persists after running these steps we will need the log files in order to get to the bottom of the issue. Since most of you are on Mac updating to 13.0.2, here are the steps to capture the log files:

1) In the Finder, choose Go > Go to folder

2) Type in the path:

/tmp/ then OK

3) There should be two files (amt3.log and oobelib.log).

Please email them to <removed> and I will have someone investigate the problem.

Barry

Message was edited by: amyzhong

[smei_ch]

Will this change my license count with Adobe????  Last time it did!

[Byronqweerty]

I'd be happy to send log files from a Win 7 PC. Tell me where to look.

Also, do I need to capture the log files just after it prompts again for the serial, after I've entered the serial, or does the log file have enough history that it can see back to previous cycles with this bug.?

-- Byron

[Lacroix63]

Agree with you re: large companies' disconnect with their client base, I for one depend heavily on Users forums and have very little confidence with tech support; most are uninformed and/or told to refrain from admiting any deficits to reduce users' wide panic, who knows.

And yes, I did notice this "pathetic" vague description for 13.0.3; which made me less interested in the update since it didn't exactly specify a fix for the issue we're all facing so I decided to wait a bit and see...

Echo your sentiments for everyone's help in sharing their experiences on this forum...

[sungyle]

It is when accountants give orders to operations instead of allowing engineers run the technical things.

They are trying to sell that $29 a month thing and the 3D version.

They could have just send out emails and we will love to read about it, and who knows, one day, be silly enough to burn a few dollars to satisfy our curiosity.

However, by playing this dictatorial approach and sneaking it down our throat, they forgot this is not North Korea nor China.  We talk back.  We are bad boys.

[Barry Young]

To be clear, this is an unexpected issue with the licensing software and not an attempt at marketing the creative cloud to existing customers.

I received log files from one person having an issue (thank you for that) and I am driving the issue internally to find out the root cause and any solutions.

Barry

[ClintGryke]

Clearly this is a bug and not a marketing ploy. That has been clear to me and to most people who have been posting in this thread since the issue surfaced. I can understand how it may look like intrusive marketing to some people, given the content of the pop-up but the 32767 days message that I and others received was a dead give away in favour of the bug theory. I've resolved it by going back to 13.01. I've just continued to post here to try to help clarify to confused posters that it is a bug and offer a quick fix for those who are confident enough to unistall and reinstall.

I guess what is a little disappointing though is the time it has taken for anybody from Adobe to join this discussion but presumably there are policy reasons for that. It's good that Barry has joined in now - better late than never. And he should help to dispel the conspiracy theories I hope. Perhaps he could clarify if the 13.03 is in fact a fix which I presume it is but there is no announcement in that regard.

Finally I'm not clear from what he says but I think the situation with smei_ch may be different to the rest of us here in that he appears to have been using the Extended Edition in the first palce. Everybody else was just using the Standard Edition which magically transformed into the Extended Trial. I've had no problem in relation to activations from several basic reinstalls.

[SG...]

Hi Everyone,

Here is a post with details on what is covered in the updates posted last night. Those updates being 13.0.3 and 13.1.1. Those updates don't have any specific changes to address the bug brought up in htis thread.

http://blogs.adobe.com/photoshopdotcom/2012/12/photoshop-13-0-313-1-1-updates-now-available.html

regards,

steve

[ClintGryke]

Thanks Steve. That and Chris Cox's post really clarify things. I don't need anything in the 13.03 update so won't be downloading it. All I want for Christmas is a working Photoshop and for the rain to stop.

[Lacroix63]

Thank you Barry for jumping in to help!

[sungyle]

Merry Christmas. 

This is definately not the end of the world.

Of course I love you all.

Bottoms up.

Cheers.

btw: it's working perfectly now.  Thank you.

[Jo Ann Snover]

So I thought I had dealt with the problem entering my serial number into the bogus trial of CS6 extended after updating to 13.0.2. I had stopped and restarted Photoshop many times over the last week and all was well.

This morning I started Photoshop and there's the trial garbage again and I have entered my serial number a second time to "fix" it.

I haven't updated my laptop from 13.0.1 because of this problem, but I have two questions about what I need to do

1) In the blog post about 13.0.3, no mention whatever is made of the licensing problems so many of us have had. Is that version also supposed to fix our licensing problems?

I'm on Mac OSX 10.8.2 on an early 2008 Mac Pro. Would I be better off backing up to 13.0.1 as I don't need retina updates. I only took the updates because I (used to) trust Adobe's update process and just keep up to date.

2) Have I made a problem for myself with entering the serial number on the same product on the same platform multiple times? I want to continue to run Photoshop on either my desktop or my laptop. If I do run into a problem - given the nonsense other users had when they chatted with Adobe support - how can I get this fixed if support isn't even acknowledging that you've broken things.

[Chris Cox]

13.0.3 does not fix the licensing problems.

We have informed the licensing team about the problem, but have not heard back from them yet.

The same serial number on the same system should not be a problem (the activation code should recognize that it is the same machine).

If it becomes a problem - let us know ASAP.

[Jewellery_Photographer]

Wish we can have a serious software, according to the price!! In Europe we pay the max, we bought this soft to work seriously, wish your company could do the same with customers!!

This is not the end of the world, but due to the price we are expecting a confident soft, to deliver the best results to our customers.

Anyway, merry Xmas an a nice 2013 year with no bugs of this kind.

[Stacey Bindman]

I think Adobe is trying to be everything to everybody, and to satisfy their shareholders and financial analysts who write articles about Adobe.

Software seems to be coming out as fast as computers keep changing and car models change - annually.

A company (any company) cannot keep changing and developing a product at such a hectic pace without something suffering.

I just decided to download a multi-machine (laptop, desktop, cellphone, pad, and other devices) called Adobe Revel.

Check it out - enough said!

[pstachelek]

After experiencing the Trial Version problem, I searched for Adobe Support phone numbers and called 888-857-8166. Busy signal. Looked for another link which appeared to be connected with Adobe Support and called another number, 800-345-0735. Of course I reached India. I explained the Trial Version issue and then he took over my computer (I agreed to this), and support indicated that I had contracted a "bug" from "the internet". We would have to do a re-install which he could do remotely for $109.00. I said "no way you are getting one dime" and that I would follow up with Adobe after which he informed me that Adobe would charge me $175.00 (making his service seem like a better deal). I told him I would resolve the problem myself...then found this Discussion. Hopefully users will look here first as it seems like the "bug" of the Trial Version has yet to be resolved completely and $109 would not have done it either.

[SG...]

Hi,

Did you get a case number from that call? Something smells very wrong and I want to have it looked into.

regards,

steve

[Hecubus114]

I started experiencing this last night.  As frustrating as it is, I am relieved to see I'm not the only person this is happening to.  You'd think the Adobe person I chatted with this morning would have been aware.  He kept telling me things like "you have already registered this software" or "enter your serial number and it will no longer pop up" - well no #@$%!  I'm going to try the reinstall/update to 13.0.3 like others did and see what happens.

[pstachelek]

Hi Steve,

No case number...I guess I was never informed of one from the beginning and I wouldn't let the scenerio continue after the $109 price to fix. I originally came upon the phone number by doing a Google search. I really can't remember what I entered for a search (had something to do with Photoshop support). However, the phone number is still in my "recent" dialed numbers as (800) 345-0735.

Thanks.

PS

[SG...]

Hi PS,

As far as I can tell, neither of those numbers are for Adobe Customer Support. The first one appears as an ad in a google search for PC-techsupport. The second isn't coming up with much to go on.

To find official numbers and ways to contact Adobe support, your best bet is to go through our website adobe.com. Once there click on the top navigation Help and then move down to 'Contact Us'. Because we operate globally, the numbers may vary.

Having said that, I would suggest exhausting other options before going to the phone generally. This is just my opinion, but I hate having to go that route for most anything.

I'm glad to hear you balked at the charge and disconnected.

We'll update this thread as we get more actionable information to sort this bug out. As Barry mentioned above, you can send him email with your installer logs for us to investigate.

regards,

steve

[sungyle]

Brother!  $109? Did they ask you to pay by Visa to India?  OB-1, talk to Mitt Romney, bring the jobs home.  I have grand children with college degree that is unemployed.  He can answer phone calls and ask for $10 only.  Please help us.

[Chris Cox]

&%#^!%@#$%!@#$%@#%$

This just hit me, again, on my personal machine.

After several launches of 13.1.1 without problems, all of a sudden it tells me my trial is expired (and I have a cloud license).