Encore CS6 cannot run in non-royalty serialized mode...

[atempaj]

I use Encore (through CC) a few times a year when someone requests a DVD. I launch it the other day and I get this error:

Adobe Encore CS6 cannot run in non-royalty serialized mode. The application needs to be serialized with a royalty bearing serial number

I've tried unintstalling/reinstalling.

I've tried deactivating Premiere Pro CS6, and activating again.

I've tried logging out of CC and back in.

I've tried uninstalling all apps, and CC, using the cleaner tool. and installing again and I still get the same error...

Please, is there any solution to this?

[atempaj]

I found the solution!!! My CC credentials or account is bugged!! I signed out of my CC account, and logged into it with my friends account. On this same laptop that was giving me the error... and it launched Encore CS6!

So how do I fix my account? do I need to cancel it and start a new one?

I renewed my CC account early this year, before the yearly subscription was up, and went to month to month. The customer rep told me they had to cancel my account and reinstate it into the new monthly plan... So how do I fix this? do I contact Adobe directly through their chat system?

[Jeffrey_A_Wright]

Atempaj, Encore should be included with your plan.  The most expedient option is to contact our support team directly at Contact Customer Care so the membership can be reviewed and corrected.  If you can please update this discussion with your case number it would be appreciated.

[atempaj]

Talking to rep now, case # ADB-3490630-F5T8 (chat)... Doesn't seem to understand that it's an account authentication issue... *sigh*

[Jeffrey_A_Wright]

Ok, Atempaj, please bookmark View Adobe Support cases as it provides details on how to manage the support case if it is not resolved. 

It is likely that your case will need to be escalated to resolve any membership concerns.  I will ask my colleague Bani to review this discussion on Monday, in case you continue to face errors.  I will also be back in the office on Tuesday.

[atempaj]

***Sigh*** No help from Adobe support. They keep thinking I have to purchase adobe CS6. They keep asking what my CS6 serial number is...Not sure if they understand that it comes with Creative Cloud.

Finally, I asked if they could transfer my membership to a new Adobe ID, which I think will solve it. In the process now to transfer my subscription to a new adobe ID.... *Fingers Crossed*

**Update**

They were not able to help me. They still were not sure what to do and kept sending me to things I already tried earlier. In the end the only thing that fixed it was to sign up for a new Creative Cloud membership... and cancel the old one...

[jorgeAtempa · Accepted solution]

And here it is under my new account!

Thanks, everyone who tried their best to help me!! I appreciate it! Now I know the only way to solve the issue was to create a whole new Creative Cloud account!!!

[John T Smith]

Glad you figured out the problem and finally have a working Encore

[Jeffrey_A_Wright]

Fantastic, thanks for the update Atempaj!

[jorgeAtempa]

Ok. So...I figured out what went wrong. The issue came up again on my new CC account. It turns out if you add 1tb of storage it breaks your adobe CC account, and it won't launch Adobe Encore... Once I removed the added 1TB of storage from my account I was able to open it up again.

My original adobe CC account has the added 1tb of storage. I added 1tb to this one over the weekend, which ended up breaking adobe encore again...I removed it today, and it works again.

[Stan Jones]

I remember seeing a reference to this error, but a) I thought it had been fixed and b) had no idea it could affect Encore.

[Jeffrey_A_Wright]

Interesting, Atempaj, I am unsure how the licensing for Encore would be affected by having additional cloud storage available.  Have you updated your support case with this discovery?  We will need to have your account reviewed by our Engineering teams to determine a solution.

[Stan Jones]

Jeff, I can't find a link to the thread, but there was an odd problem related to users who upgraded to the 1TB plan. Can you identify a link to a thread on that? Curious.

[Jeffrey_A_Wright]

Stan, this is the first time I have heard of any issues where the storage quota has affected the licensing of Creative Cloud applications.  I will inquire around though to see if there have been any other reports.

Atempaj, please update this discussion if you face any problems updating your support case or having this issue investigated.