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P: Activation or Deactivation versions of Lightroom 6

Community Beginner ,
Sep 02, 2021 Sep 02, 2021

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Hello,

I have installed LR 6 on new machine. I can't activate it unless deactivated on other machine. So on other machine I did "Sign out". There is a message - "it will deactivate LR on this machine" - I clicked OK. Still can't activate. On my Adobe account there is nothing under Plans and payment->Activated devices.

So haw can I use a product on new machine? I know LR 6 is quite old, but still it is something I purchuased and I want to use.

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correct answers 2 Correct answers

Adobe Employee , Sep 09, 2021 Sep 09, 2021
Please private message me your Adobe ID and serial number. If you're unable to private message me, please tag me in a reply below.  Best,  Careeee

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Adobe Community Professional , Nov 04, 2021 Nov 04, 2021
@VE7AQ  You may be able to send a Private Message to @Careeeesa  who provided a Correct answer in this thread, and has been helpful for others. Or- Begin a secure chat session at- https://helpx.adobe.com/contact.html?rghtup=autoOpen. If the chat window fails to open, or is non-responsive, use a different device, a different computer, smartphone, or tablet to begin the interaction. You need to be logged in with this forum. Your browser must allow cookies. You must NOT ask for "Support". Onl
...

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Community Beginner ,
Sep 08, 2021 Sep 08, 2021

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Hello Adobe. Any reply?

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LEGEND ,
Sep 08, 2021 Sep 08, 2021

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What is your MACOS?

 

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LEGEND ,
Sep 08, 2021 Sep 08, 2021

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Community Beginner ,
Sep 08, 2021 Sep 08, 2021

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Thank you for a replay.


Mac OS - High Sierra. I can upgrade to Mojave but nothing more (there is no support for 32-bit apps).
I don't think it is related to OS. Just after LR installation it couldn't connect to verify my activation code. this was resolved by running Adobe App Manager - I guess it updated addresses of Adobe servers. After that serial/activation code was verified.

From links you posted:
- I did "Sign Out (deactivate)"
- on my account activation page there are no activations, so I can't deactivate from my account. For sure this is correct account - app is listed on my "Orders and invoices" page
- I am a little afraid to do uninsatll - if that fails I will lose this app. If there is no other solution, I will rather try to make an image of an OS and restore it on new computer. And document says "Uninstalling an app from a computer does not deactivate its license."

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Adobe Employee ,
Sep 09, 2021 Sep 09, 2021

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Please private message me your Adobe ID and serial number. If you're unable to private message me, please tag me in a reply below. 

Best, 

Careeee

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New Here ,
Sep 16, 2021 Sep 16, 2021

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Hi there,

 

I'm also having the same issue and it appears that I can only get my old machine deactivated by contacting you directly. Would you be able to help me out as well?

Thanks

 

Richard

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New Here ,
Jul 26, 2021 Jul 26, 2021

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Hi All

 

Can someone please help me as i am frustrated with the little customer service from Adobe that is running me around in circle. 

So i have been using LR6 since 2016 and using it on a mac air and a mac book pro and recently a new mac book pro touch with out any problems all without having to sign out or de activate any of the computers of which i was unaware that this was required. A recent update on apple and now Big Sur has caused LR6 to stop working on my 2 mac book pro's but still works fine on the mac air running big sur, dont ask me why. I have since sold 1 mac book pro and i did not know i had to deactivate LR from it. I cannot install LR6 onto the mac book pro and get a message saying contact developer, yeah right like Adobe is going to help as LR is now discontinued. Anyway i thought i know, i would buy an old imac running sierra or high sierra and i installed LR6 on that which was fine but i got a message saying i had reached maximum amount of activations and LR would not open. So i called Adobe to deactivate devices they first said come here of which all i read was go back to Adobe of which i did, they hung up on me as soon as i said LR6 i did some googleing and tried to deactivate my devices from my account but in plans shows no devices found. After my 4th phone call to Adobe they send me a link saying open app and deactivate from there by going to help drop down menu but the only option i have is to sign out, there is no deactivate option. I have sent messages to Adobe using their contact me email but no one calls back, i asked to speak to manager but was told they are working from home and someone will call me, still waiting. I am now very dissapointed in Adobe's customer service, actually there is none. I have a stondalone product i have love but cannot install surely someone can deactivate devices regardless of app or programme discontinued or otherwise. If Adobe you are reading this you need to work on your customer service and support and teach them that hanging up on your customers when on the phone is not cool. Im sure you can deactivate my devices so i can move forward and not have to move onto another product from someone else. 

 

Very unhappy

Wayne

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Adobe Community Professional ,
Jul 26, 2021 Jul 26, 2021

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This is a user-to-user forum and Adobe employees only read post here every now and then. No one here has access to the Adobe accounts.

However, I'll try to forward your request.

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LEGEND ,
Jul 26, 2021 Jul 26, 2021

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You can, via Live Chat, ask Adobe to de-activate a LR 6 installation. Be 100% clear that you want to deactivate an LR 6 installation and that you do not want technical support. As soon as you as for anything that sounds like technical support, even accidentally, they will not help you as LR 6 is not supported. But they will deactivate LR 6 installations.

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Adobe Community Professional ,
Jul 26, 2021 Jul 26, 2021

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Apparently some live chat support personnel will not accommodate even resetting activations. If the person you contact refuses then request to speak to a supervisor. If that doesn't bring success disconnect and try again. The support is outsourced, and is difficult to work with.

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Adobe Employee ,
Jul 27, 2021 Jul 27, 2021

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Hi @wayner14701977 ,

 

We're sorry to hear you've been unable to resolve your issue via chat support. Please share your Adobe ID and your Case number, if you have one, via direct message. 

Best, 

Careeeesa 

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LEGEND ,
Jul 28, 2021 Jul 28, 2021

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Hello @Careeeesa 

 

This is a very common occurence here in this forum ... someone wants to de-activate a LR 6 installation, and tech support tells them to come to this forum, or refuses to do so. It's nice that you will help this one individual, but perhaps you could address the bigger problem that affects many; that is the repeating problem of incorrect statements made by tech support on this issue.

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New Here ,
Jul 28, 2021 Jul 28, 2021

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Hi Careeeesa


I cannot private message you says i have reached maximum messages ??? was
my first ever PM on this forum and will not allow me to reply to your
previous message it does not do anything after hitting post so hope you see
this.

You also asked about my ID ??? what or where would i find that for you.


@dj_paige

Yes you are correct the culture needs to change here, nothing against the
guys and girls at the help centre but they need better training and better
english.



Wayne
Your Adobe Case {removed by mod}

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Adobe Employee ,
Jul 28, 2021 Jul 28, 2021

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@dj_paige Thank you for bringing this up.  I'm going to bring this up with the team and see what we can do to help these customers and where the bottle neck is. If we need any additional context, would you be the best person to reach out too? 

 

Best, 

Careeeesa

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LEGEND ,
Jul 28, 2021 Jul 28, 2021

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Yes, @Careeeesa , I can certainly discuss what has been reported here in the Adobe Community; but I don't have first hand experience with talking to Adobe support people to try to get help to solve this problem.

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Adobe Employee ,
Jul 29, 2021 Jul 29, 2021

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@dj_paige Excellent! I'm going to send you a quick PM with an update! 

Best, 

Careeeesa

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New Here ,
Jul 28, 2021 Jul 28, 2021

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Hi Careeeesa
I cannot private message you says i have reached maximum messages ??? was
my first ever PM on this forum and will not allow me to reply to your
previous message it does not do anything after hitting post so hope you see
this.

You also asked about my ID ??? what or where would i find that for you.


@dj_paige

Yes you are correct the culture needs to change here, nothing against the
guys and girls at the help centre but they need better training and better
english.
Wayne

Adobe case  {removed by mod}

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Adobe Employee ,
Jul 28, 2021 Jul 28, 2021

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Hi @wayner14701977 , 

 

I've responded to you via private message. Please let me know if you run into any further issues regarding activation. 🙂 

Best, 

Careeeesa

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LEGEND ,
Jul 27, 2021 Jul 27, 2021

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Ignoring the long convoluted context in the initial post.

 

Was LrC previously installed on this MAC?

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New Here ,
Jul 28, 2021 Jul 28, 2021

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No this is a new install on a new to me imac for the first time

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LEGEND ,
Jul 27, 2021 Jul 27, 2021

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And, to be sure.

 

MACOS High Sierra?

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New Here ,
Jul 27, 2021 Jul 27, 2021

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Yep 2009 27" imac I5 High Sierra 2,66ghz 16gb.
I bought this just to run Lightroom 6 seeing as you cannot install LR6 on a
new mac air running Big Sur.

Wayne

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LEGEND ,
Jul 27, 2021 Jul 27, 2021

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Ok, pre Catalina, will still run 32bit apps like the LR v6 installer.

 

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LEGEND ,
Jul 27, 2021 Jul 27, 2021

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So, you are going to have to call Adobe additional times, hoping for a call center assistant that is not a jerk. 

And you will need to be assertive, that this call is for a deactivation only. Not tech help with operation of software.

 

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