Participant

Answered

Invalid serial number!!

Forum|Forum|13 years ago
November 12, 2012
11 replies
63290 views

Hi,

can anyone help with this? I have CS5 Extended which I have had installed on my old pc for about 7 months until the pc crashed and burned. I admit to buying my copy off e-bay, I make no apologies for that as there is nothing wrong with looking for a bargain. I made every attempt to verify that it was a genuine unused copy, to the point of having e-mails from the seller should I need to look for redress on this. The first installation went fine but it would not let me register with Adobe, so I e-mailed the seller again. The program continued to work so I assumed it was a glitch with the installer ( a lot of people I have spoken have had issues with Adobe installers, especially on Windows based systems). Forward 7 - 8 months and my pc has crashed and burned, probably from expecting too much from my 9-year old creation. I now have a new monster with Windows 7 pro instead of XP 32-bit, SSD's etc., but this is causing no end of problems migrating all my programs, some of which are beyond salvation. However, like most of you out there, I find Adobe photoshop extremely expensive and cannot write this off. I look at the packaging, the disc and part numbers (?) for each individual piece of packaging including the 'Genuine Adobe' holographic label, the serial number and I do not believe (nor anyone else that sees it) that my copy is not genuine. Now upon installation, during the initial instal it accepts my serial number no problem, but when I first use it and am asked to register it, I get the message 'invalid serial number for this product'. From several threads I have found this seems quite common but have found no answer. Does anyone have a solution to this before the 'trial' period expires?

This topic has been closed for replies.

Correct answer the_wine_snob

This doesn't ring true ssprengel, I've been doing some research after a totally unsatisfactory online chat with Adobe. The message I get is very specific in saying 'invalid serial number for this product' along with an exclamation mark in a YELLOW warning triangle. There are various explanations for this online (including from Adobe) but none of them specifically refer to pirated software. I am as convinced I have a genuine copy just as much as Adobe say my serial number is not recognised by their key checking software (they will not say outright that it is fake, just the serial number is not recognised). By going online and obtaining a different serial number I am able to start cs5 and enter this number to get the green tick and carry on in cs5 until the next time. The following time I start cs5 I get an exclamation mark in a RED TRIANGLE with the words 'invalid serial number' (without the 'for this product'). If you look for other error messages online there are several which may be of interest to you for your scenario, such as 'this serial number has been deactivated'. I should also point out also that when I enter an incorrect number to fool the program I am immediately kicked into touch the next time I start it, it will not carry on working, as you think, until the next time I have to reinstall it. As I said in my first post, cs5 had been running quite happily on my old pc for 7 - 8 months. The only issue I had then was that it would not let me register it with Adobe, but tis is nothing new to Adobe as there are many many posts online with exactly the same problem ( even with cs6 as posted only a few hours ago on this forum - perhaps someone would like to tell him that should his pc crash he will no longer have cs6!). After mulling it over for a few days I intend to take the product to my local photographic retailer who sells Adobe products (and who also holds classrooms for techniques including in the use of Adobe products) for an honest opinion, something that Adobe refused me. Also check Adobe's policies on support and you will find they will refuse support from products bought on e-bay and will also refuse support on products bought ANYWHERE at prices discounted more than either 20 or 25% (I shall have to confirm the exact ammount, but it is stated in their policy online). This brings into question the issues of restrictive practice and price fixing which are both illegal in the UK, just ask any bank. It also brings into question just what support a customer from my local photographic shop could expect from Adobe after purchasing a copy of cs5 for Mac for £399, reduced by approximately £250 ( more than 25%). And where does their policy leave someone who may be lucky enough to recieve it as a gift?

If you DO have a legit copy of PS (most eBay copies are anything but), then I would call Adobe Customer Support in the UK, and discuss the matter. While the Live Chat can be useful, sometimes, it is not quite the same, as talking directly to a knowledgeable Adobe Customer Support representative.

If one received a pirated copy of PS, as a gift, it leaves them out, and in the cold.

Not saying that your particular reseller had pirated copies, but if they had more than one, the likelihood goes way, way up. Also, if the term "OEM" was mentioned anywhere, the odds against it being legit are astronomical.

Good luck,

Hunt

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Test Screen Name

Legend

pickers, are you sure you spoke to the real Adobe? What number did you call?

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pickers

Participating Frequently

the number for Tech support listed on the web page which I cannot find anymore. Dont ask me how I got it it is such a maze on the web site. If you know a phone number which might help please let me have it.

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estherb82794896

Participant

I am new to the forums. So sorry if i do not post the correct way. But I am also having a problem with adobe cs5. I am a Teacher who has purchased my computer and photoshop with our school district a few years back. Which I am sure everything was thrown out by some Teacher who did obviously did not know what was important to save. I purchased a newer version of macbook pro and cannot move my adobe cs5 to my new computer. I opened up the adobe and found the serial number it shows...but adobe is saying it is not the right serial number???? It is not long enough? I have no correct serial number and no license key...please help.

gener7

Community Expert

When you bought Photoshop CS5, you would have been asked to register it so that the serial number would be tied to your email/password account with Adobe and would have been accessible. If you decided not to, then Adobe has no idea who you are.

If you open up Photoshop, the serial number you see is missing the last four digits. It's a safeguard against anyone copying it down and using it. The full serial number is 24 digits and encrypted so no clever person can extract it.

CS5 is outdated, never will be updated and is not tested on OSX 10.10 or later. Camera Raw stops at 6.7 and 9.5 is the latest.

Forum members are volunteers and are not authorized to activate your software.

Best bet if you do not have your serial number is to go for the $10 monthly Creative Cloud Photography Plan.

Lightroom and Photoshop | Adobe Creative Cloud Photography plan

Gene

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tomn53994512

Participant

Our situations sound alike. There is one difference. I received a serial # from Adobe for Acrobat. Adobe had me registered for Acrobat Pro 10--I upgraded to the latest. I kept getting a message similar to what you describe--serial number is invalid. The customer service at Adobe (on line is the only option) proved to be the worst I have ever experienced. The also proved true for a 2nd Adobe product (Lightroom) purchased from an authorized reseller. What amazes me is that the customer support and service for products which cost in the 100's of dollars can be so awful.

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Test Screen Name

Legend

If it's an Adobe-provided serial number, AND you paid for a one-time license for Acrobat DC, here are two things to check for.

1. There is Acrobat Pro and Acrobat Standard; make sure you have the right one.

2. There is for each of these a "continuous" and a "classic" download. Your serial number works only with the "classic" download.

Note that the 30 day free trial is the continuous version and it cannot be converted into a permanent license. You have to uninstall, download classic, and install that.

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tomn53994512

Participant

Our situations sound alike. There is one difference. I received a serial # from Adobe for Acrobat. Adobe had me registered for Acrobat Pro 10--I upgraded to the latest. I kept getting a message similar to what you describe--serial number is invalid. The customer service at Adobe (on line is the only option) proved to be the worst I have ever experienced. The also proved true for a 2nd Adobe product (Lightroom) purchased from an authorized reseller. What amazes me is that the customer support and service for products which cost in the 100's of dollars can be so awful.

khawk973

Participant

So, not wanting to get stuck with a subscription, I chose to purchase Acrobat XI Pro for work. Did the ebay thing, realized my mistake. Talking with Adobe, they told me the only place they authorized and guaranteed as a reseller for their older products was Amazon, so went there and purchased a new, sealed in the box version of the software. Got it, loaded it. Bam, invalid serial number. Contacted Adobe. Seems they don't have a record of that serial number. So much for their guarantee. If I hadn't thrown their words back at them about their guarantee to me (glad I kept that transcript) they wouldn't have done anything and left me high and dry. Had to forward them proof of purchase, now stuck waiting 48-72 hours as it get sent "up a level to see what needs to be done." Even when you follow Adobe's instructions, they don't seem to want to let their older software work. I'd have just bought it from them, but, of course, they won't sell it themselves since they want you to switch to the subscription service - makes them more money in the long run.

Chris Cox

Legend

This is the Photoshop forum. I think you want the Acrobat forum.

If you bought directly from Amazon, it wouldn't be a problem. But if you bought from another company that sells through Amazon, you can still be buying dodgy software.

gener7

Community Expert

Good to know the difference, Chris.

Gene

roseb99605305

Participant

yes invalid serial number. adobe shoppe elements 13. How do I correct problem???

gener7

Community Expert

Photoshop Elements has a forum whose members can better help you: Photoshop Elements

monique28e

Participating Frequently

I am finding this to be a recurring problem with older versions of PS. I bought Photoshop CS4 six or seven years ago from an online computer and software retailer (NO, not on eBay!!!). I cannot remember the name of the online store unfortunately and the old computer that had my receipt crashed so I have no record of my purchase. (I know, I know... backing up my stuff would have been very helpful... lesson learned!) Anyways, I had no reason to suspect the website was not legitimate. I paid for the software, received it and installed it on my desktop and it validated without any problems. I'm fairly sure I registered my software because I tend to register all my software but I cannot say 100% that I did. I usually follow all prompts during installation and such so I cannot imagine not registering. Anyways, that pc died and I got a laptop. Installed my CS4, validated with no problems. That laptop went downhill so I now have my current laptop and now suddenly I get an error that my serial # is invalid. How did it go from being VALID for years and then suddenly changing to "invalid"? That is just bizarre to me and quite a head scratcher. I contacted customer care chat and they could not validate my serial #. They kept asking me give them the correct #, which I did 3 times! Frankly I was getting a little upset that he/she thought I was stupid or something! They kept telling me that I must be reading it wrong or something so they asked me to send in a photo of the serial #, which I did. Then they told me that it was invalid and that I needed to show them the receipt for my purchase. As I was typing my reply about not having the receipt from something I bought 6 or 7 years ago, the customer care rep, Satwinder, closed out our chat session!!! I cannot believe how RUDE that was!!!! I was replying to his/her question! Anyways, I never even got a transcript copy of the chat session (and yes, I checked the box to get the transcript at the very beginning of our session and I even saw a confirmation of it pop up on the screen). So now I have no record of my chat with Adobe Customer Care, a suddenly "invalid" CS4 and a horrible experience with Customer "Care?". I just want to know... How does a VALID serial # suddenly become invalid? No one seems to be able to explain that. Everyone just keeps telling me that the # I have is invalid but offers NO EXPLANATION to how it was VALID for YEARS prior and now suddenly it's not! If I was a victim of a scam and I unknowingly bought a pirated version, it would have been nice to know at the beginning because then I could have sought legal action against the online store. But now I'm up a creek without a paddle, so to speak, and no one seems to be willing to tackle my question. I'm a very frustrated and dissatisfied customer!

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billw17588154

Participant

I would like to add that I purchased CS5 student via Adobe and have original email with serial #'s from them and I was told that these serial numbers will not work with Yosemite. All in all there is something that is not adding up with this many people having the same problem and I do not think there are that many people who have bought pirated software. This is not only CS5 but Acrobat Pro as well.

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Test Screen Name

Legend

Do they say the serial numbers won't work with Yosemite, or that the old software version (CS5) won't work with Yosemite? Very different things.

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L3GAC7

Participant

Same has happened to me. I've been waiting years for Adobe to change, seems they haven't caught up with the times.

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kcrowman

Participant

I have had CS4 now for five years. Serial number has been reloaded as I move to new computers half a dozen times.

Suddenly the number is invalid. Adobe support is hopeless - English is a third language.

Looks like a cash grab to support their Cloud initiatives. Support experience below:

Tabassum: Hello! Welcome to Adobe Customer Service.

Kelley: Hello

Tabassum: Hi Kelley.

Kelley: Is it my turn?

Tabassum: I will check and help you with the activation of the software.

Tabassum: May I please have the serial number?

Kelley: XXX

Tabassum: Thank you.

Tabassum: I checked and I am sorry to inform you that the serial number is a invalid one, Could you please provide me the correct serial number?

Kelley: It has been valid for over five years. What is the problem now?

Tabassum: May I know from where did you purchase the software?

Kelley: Ebay on line

Tabassum: Kelley, Ebay is not an Adobe authorized reseller and Adobe does not support ebay products. In this case, I request you to contact the place of purchase for the further assistance.

Tabassum: Adobe advises to purchase the software from its authorized reseller.

Tabassum: Do you have further queries for me?

Kelley: This is nonsense. I have been using this software for years with this serial number. my laptop crashed and I am doing a reinstall on my desktop after upgrading to Windows 7.

Tabassum: I am sorry for the situation caused to you in this regard, Kelley. Since the serial number is invalid, we will not be able to assist you with the invalid serial number so I request you to contact ebay since it is purchased from them.

Kelley: The seller should not matter for a serial number which has been valid for years. Let me speak to someone who understands reason

Tabassum: Please click here.

Tabassum: Please click on the above link to know the Adobe authorized reseller.

Kelley: You really don't listen

Tabassum: Please allow me a minute while I check with my resources.

Tabassum: Thank you for your patience.

Tabassum: Please allow me a moment while I transfer the chat to my supervisor.

Rajesh: Hello Kelley,

Kelley: Hello

Rajesh: This is Raj, I’m the floor supervisor for today. Please stay online while I go through the chat transcript.

Rajesh: Kelley, the serial number that you have provided is an invalid one. eBay is not an authorized reseller for Adobe. You will need to contact eBay or the eBay member you purchased this from to get the serial number.

Kelley: This is a cash grab. It does not take five years to realize that a serial number is invalid. I do not think that you fully understand the problem. I will add my experience to the growing number of dissatisfied Adobe community users. You should look at the negative postings there.

Rajesh: Kelley, I'm unable to decode this serial number on our server. In other words our system is unable link or recognize the serial number that you have provided to any Adobe product. Not sure how you were able to use the serial number.

Kelley: I find it unfortunate that Adobe has outsourced support to people who do not have the experience or resources to solve problems.

Rajesh: Kelley, Adobe is global company and we have contact centers across the globe. I'm sorry that you feel that way.

Kelley: Placing my experience on the community website as we speak. I am not alone in my opinion.

Good luck everyone.

Noel Carboni

Legend

I hate to say it, but it looks like you bought your software from an eBay scammer who sold you software that somehow allowed you to use it without Adobe's permission. Out of curiosity, how much did you pay for it? I'm betting it was deeply discounted.

Just what cash do you think Adobe is trying to grab? They've never had any of yours. Don't you think they deserve to be paid for the software they write?

It strikes me as a bit forward for you to come on here complain like you're the one who's been wronged. Do the world a favor and engage in legitimate business practices from now on, okay?

-Noel

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kcrowman

Participant

You are making a lot of assumptions about vendor and price.

My largest complaint was the lack of reasoning or acknowledgement during the service chat. This is a common thread among off shore service providers.

It is no secret that Adobe is pushing its Cloud based subscription and is dropping support of legacy programs and cancelling previously valid serial numbers.

There is no recourse.

Who is your employer?

Kelley

Noel Carboni

Legend

actech12 wrote:

I make no apologies for that as there is nothing wrong with looking for a bargain.

How much of a bargain? 7 months ago Photoshop CS5 was the then current version, so anything less than right around list price should have been a red flag. There were plenty of posts on this forum warning people to beware of Photoshop deals on eBay back then.

And I think it's becoming pretty clear now that there IS something wrong with looking for a bargain when it's a Photoshop license were talking about, isn't it?

"Caveat emptor" (let the buyer beware).

No one here would gain anything from your apology, and in fact we all feel a bit sorry for you as you have likely been taken advantage-of, but now to continue using Photoshop it's YOU who will have to pay list price in addition to the money you spent 7 months ago. Call it the cost of becoming wiser, and you'll be getting a newer version with gee-whiz new features anyway, so maybe it won't sting quite so bad.

It's expensive software and there are simply no legitimate deep discounts.

-Noel

P.S., I hate to mention this but if 7 months ago you had bought a legitimate Photoshop license for Photoshop CS5 directly from Adobe you'd have gotten a free upgrade to Photoshop CS6.

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