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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?
1 Correct answer
Today we released Photoshop update version 13.0.4 (for Mac perpetual customers) and version 13.1.2 (for Creative Cloud members, Mac and Windows), resolving this licensing issue:
- Trial screen displays when you open Photoshop CS6 - When you open a copy of Photoshop CS6 that you purchased, a notice displays that you can try this product for 30 days
How to get the Update
1. In Photoshop, choose Help > Updates.
2. The Adobe Application Manager will launch. Select Adobe Photoshop CS6 and choose Update.
http://blogs.adobe.com/crawlspace/2013/01/photoshop-13-0-413-1-2-updat es-now-available.html
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It was sited (in an earlier post) that most of the problems were with the Standard version of APS CS6 with a pop-up appearing for the Extended version. I have the Extended version and get the same Trial Version / Licensing pop-up.
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At least you get to be annoyed by the correct version! Good luck. I believe
there will be a resolution soon. Check into whether you've
downloaded/installed one of the pernicious updates.
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Yes, this occurred after I updated to the v13.0.2 from the Help>Updates... in CS6.
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That's apparently the BIG no-no!
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What do we know at this point?
1. Adobe released new versions with an activation problem. They know about it and are working to fix it.
2. You're nagged as though the product has become a trial version again. It's nothing more than a nag. You can choose to "continue the trial" or enter your serial number.
Yes, I agree it's irritating, but it's nothing more than an irritation. Just live with it until Adobe releases a version that stays activated once you've entered your serial number.
Once the dust settles, and your new version is working great, if you're concerned it's chewed up one or both of your allowed activations you can call support or ask one of the [staff] members here (with this bright white posts above) privately to look into straightening out your license. After this kind of screwup Adobe really SHOULD do that automatically, without being asked.
-Noel
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Please don't utter those words, "Call support."
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Had to reinstall my whole suite but it worked. Just avoided that PS update and everything seems to be back to normal.
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Support can't do anything about this other than refer you to the same steps posted here.
The activation team is working on it. Unfortunately, the holiday season is kind of bad timing - so it will take a bit longer before we get a solution.
(and honestly, we had to move heaven and earth to get 13.0.3 and 13.1.1 released before the holidays - but the team pulled it off 🙂 )
There shouldn't be any problems reactivating, since you're reactivating the same license on the same hardware. But if there is, we will get it straightened out.
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13.0.1 does no harm, but hey, if the recumbent dog is snoring, don't rouse
him.
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I have the problem since 13.0.1
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Latest update: my support case was withdrawn from Adobe without giving any solution. They simply ask to contact again if I have any issues.
What kind of support ist this? Epic fail....
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Adobe's Tech Support is everything but support. My "open ticket" was closed by them because they failed to escalate; they failed to provide a solution. I was promised phone calls from higher level support more than once which I never got; now, it apprears, If I want support I have to pay.... and the problem is their product.
All I got from them over and over (by the 4th time I declined and demanded a superior) was to uninstall/install and mess around with the permissions; they were clueless, aside from the fact that I couldn't clearly undersstand their English.
As far as I know, Creative Cloud's Ps, Ai, and Id, which are the only three I use daily, are quite crashy; period—with the exception of Br; no problems <knocks on wood>.
Everytime I launch any of the CC apps I hold my breath and hope it works properly. I work with a pen/tablet. I've also noticed that working too fast causes it to freeze and ultimately crash—I've now trained myself to save every 2 or 3 steps.
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Again, Support doesn't know much about this yet and will just refer you back to the statements that we've already made.
And if the apps are crashing that often, we need to get details (on a separate topic so this doesn't get derailed) so we can work out what is wrong with your system.
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That is half the problem. This issue is now more than a week old and it simply isnt acceptable that "support doesnt know much about this yet"
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I agree. I just ran into the problem myself when trying to update to 13.0.3. The update failed, by the way, due to some corrupt file but when I opened PS6 right afterward, I now get the same issue as everyone above. It has been nearly two weeks since it started happening. Why does support still have no idea what is going on?
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It's a holiday, and support is outsourced.
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Please read the previous responses in this topic (and related topics).
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And support being outsourced is the other half of the problem.
Yes, it is the holiday season - but that is not the point. The point is that Adobe outsources their support to a 3rd world country (because its cheaper than employing Americans and Australians) and therefore cannot provide the level of service and support that we the customers expect (and are entitled to). The last time I rang support I could barely even understand the tech on the phone and I wased 45 minutes of my life to end up with 'please uninstall and re-install'
Informing your support overseas should require nothing more than an email to a supervisor who can brief the support team; but Adobe seems incapable of even this basic level of communication. Which, brings me to the woeful communication from Adobe in general. Adobe, you are aware of this problem and have been for more than a week - you need to post a service notice regarding the issue; advise support of the problem and give us an ETA on a fix. That is the bare acceptable minimum that you need to provide in the way of support.
Im going to put this bluntly: Uninstall, and re-install is NOT an acceptable solution. The onus is not on us the end users to fix this issue; but on Adobe to supply a new update that resolves the issue and no amount os 'spin' or repeated statements like 'Please read the previous responses' will ever make it otherwise.
And for the record: I was able to get support on Christmas day from my website host for a C-name resolution issue.
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I reported this issue well before the holidays but made the mistake of trying to use one of the chat support reps.
Horrible service. Never even understood the problem. Had no solution at all. And almost certainly never reported the issue.
Adobe support should be ashamed of themselves. Having no pride in your work and taking no repsonsibilty for your failures is a path that some companies walk with head held high.
And it is always enjoyable when the hubris catches up to them.
Lance
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I spent an hour on the phone with Adobe support yesterday and got a fix.
In short, it required DELETING the file /Library/Application Support/Adobe/Adobe PCD/cache
then rebooting.
For me, it worked!!!!
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Thank you, Mr. Morris.
tried it, no good, still in PSCS6 extended trial.
tried start PSCS6 direct. got into extended trial.
tried calling from LR4, got into extended trial.
got only 20 days left.
what then?
Is Adobe having their Holiday vaction in India? Get back to work... please.
(no, I am not going to delete, re-install. If Adobe can invate and hack into my computer, changed my fully paid for Rolls-Royce Ghost into a rental Rolls-Royce Phantom, they can hack again, invate me, and change it back. Then, sell me the Phantom and damn, if it is good, I will buy it. My Mom said, if you play basket ball, don't elbow people and don't trip them. I don't know what your mom said, sorry.)
(I called mom, cried bully, she said, may be it's a factory recall, the repair takes longer than expected, and they gave me a rental, I kissed her over the phone.)
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sungyle wrote:
got only 20 days left.
what then?
I suppose you could be forgiven for not actually reading this thread.
But I feel compelled to ask: You're offered a choice to continue a trial or activate the software with your serial number, right? I assume you've only tried the former. What do you imagine might happen if you try the latter?
-Noel
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Thank you very much. I did this and it seems to have solved the problem. However, I will have to wait until I close/relaunch PS to see if it really did solve the problem. (In my case, entering the serial number seemed to fix the problem, but after a couple of close/relaunch cycles, it came back.)
Robert S. Morris wrote:
I spent an hour on the phone with Adobe support yesterday and got a fix.
In short, it required DELETING the file /Library/Application Support/Adobe/Adobe PCD/cache
then rebooting.
For me, it worked!!!!
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My dear Noel,
It's my bad. I am sorry. I did not report here the number of times I activated the software. I might not have done it once because I am too ignorant to know how to do that. All I had been doing is to enter the 25 numbers and hate doing that. It's too emotionally stressful.
This is what I had been doing... since day one: I work from LR4 (do you have LR4?). I call edit in PS CS6 from my photo. I got CS6 extended although I only paid for CS6 standard. I enter the 25 numbers (now written in felt pen on an 8 X 10 hanging on the wall). Then I "close" CS6 and save the image back to LR4. Start another photo, enter the 25 numbers again...
So far, my record shows 107 times in a week. (I lied, I only counted the 107 photos I exported from LR4 to iPhoto for viewing them on the Apple TV to check if they are OK before I give them to my clients. How many of these photos I edited more than once, I forgot.)
No, I did not "activate" anything. There is nothing to activate. As soon as I entered the 25 numbers, I am in trial mode. I have no idea how to activate. Please patiently hold these old and shaky hands and show me how to activate on a MBP.
Many other times: I copy images onto the desktop: jpg, tiff, NEF, RWL, png. I open PS CS6 from the desktop, it comes up CS6 extended. I enter the 25 numbers, load the photos and it works fine, in trial mode. Then I close CS6, opened those picture files directly with CS6, CS6 opens in trial mode. Enter the 25 numbers. Works fine.
Why did I waste all these time doing free R&D work for Adobe? Just to prove that I am a victim so I can take another drink? Just to prove that Adobe is right hiring Indian high school students at lower cost because they are better if no worse than our local top guns? Just to prove my mom is right: I must respect anyone who is older than I am... and I love getting old because nowadays, there are fewer and fewer people I need to respect?
Cheers. One thing that is certainly common among all my hundreds of paper back books: in the end, all is well. If it is not well, it is not the end.
Bottoms up.
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sungyle - horses and water and mules come to mind here. You could have solved all of this from day 1 if you had done what I and castl1 have explained several times We even put clear instructions back there on how to uninstall and reinstall. As long as you have the serial number and the original installer - disk or disk image - from when you purchased the program, nothing can really go wrong (Murphy's law and all that aside). If you purchased online from Adobe and have not kept the .dmg file, you just log in and re-download. Using a camera properly, ancient or modern, is way more difficult than reinstalling the beeping program. It's really easy! Honest!
Best of luck in any case with whatever you decide to do.