Adobe Community: CS2 Premium to InDesign 5.5 (only) serial number failure

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CS2 Premium to InDesign 5.5 (only) serial number failure

Mar 7, 2012 12:01 AM

I have put off upgrading for too long, but a switch to Lion forced my hand. I have the full CS2 Premium package. I bought the upgrade for InDesign only. Clearly, much has changed since my initial purchase several years ago, and I can't find the disk. My laptop hasn't upgraded to Lion, yet - thankfully? - so CS2 is still running. But the serial number there is coming up short...

I have seen the suggestion to call or contact customer support, but none is available. What burns me up is that I just chatted with support prior to purchase, and now that I'm dead in the water and desperate I can't even get a chat window or schedule a call.

Please help!

6214 Views 24 Replies Latest reply: Marcy McGuire, Apr 30, 2012 3:49 PM

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1. Preran,

Mar 7, 2012 12:06 AM in reply to skdjfhal

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Hi skdjfhal,

Did you try the options in this link? http://www.adobe.com/support/contact/. The chat window appears as soon as there is a person available that can attend to you.

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2. skdjfhal,

Mar 7, 2012 12:08 AM in reply to skdjfhal

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As I browse through the forum, it looks as though it is primarily switching from a package to a single app. Secondarily, I have the old CS2. What a mess!

Now I just have to get through to support.....

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3. skdjfhal,

Mar 7, 2012 12:10 AM in reply to Preran

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Thanks for the speedy reply:) The chat window isn't coming up:

"ALERT
We are experiencing high call volumes due to the demand for Adobe® Photoshop® Lightroom® 4. We apologize for any delays this may cause."

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4. Preran,

Mar 7, 2012 12:13 AM in reply to skdjfhal

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You might want to wait for some time in that case. If you are not able to get through, let me know and I’ll check if someone can get in touch with you directly.

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5. skdjfhal,

Mar 13, 2012 10:29 AM in reply to Preran

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I appreciate your concern. I would LOVE if someone could contact me directly via email or at <Removed by Moderator>. The Lightroom 4 upgrade has things all tied up right now... Based on the forums it sounds like I need a new serial number since I've gone from a package to a single upgrade? Let me know what info you need. I have everything standing by... Many mahalos!

Date: Wed, 7 Mar 2012 01:13:43 -0700
From: forums@adobe.com
To: <Removed by Moderator>
Subject: Re: CS2 Premium to InDesign 5.5 (only) serial number failure CS2 Premium to InDesign 5.5 (only) serial number failure

Re: CS2 Premium to InDesign 5.5 (only) serial number failure

created by Preran in Downloading, Installing, Setting Up - View the full discussion

You might want to wait for some time in that case. If you are not able to get through, let me know and I’ll check if someone can get in touch with you directly.

Replies to this message go to everyone subscribed to this thread, not directly to the person who posted the message. To post a reply, either reply to this email or visit the message page: Re: CS2 Premium to InDesign 5.5 (only) serial number failure
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6. Gautham K,

Mar 7, 2012 2:36 AM in reply to skdjfhal

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Hi,

On the support page ( http://www.adobe.com/support/contact/ ), click on "I am having trouble downloading or installing my software".

Then select "I am trying to use a single-user product I bought from Adobe or another merchant".

You should then be able to see a Chat Now button pop up after a few seconds.

If you see a message saying "All chat agents are busy", I would recommend waiting for sometime on the page and you will see the chat button once an agent is free.

Contacting support is necessary in this case as the serial no. has to be verified which cannot be done in a public forum.

Please let me know if you continue to have issues getting in touch with support.

Thanks

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7. skdjfhal,

Mar 13, 2012 10:29 AM in reply to Gautham K

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I've redirected per your instructions, and am camped out.... Thank you for checking in on me.

Date: Wed, 7 Mar 2012 03:36:44 -0700
From: forums@adobe.com
To: <Removed by Moderator>
Subject: Re: CS2 Premium to InDesign 5.5 (only) serial number failure CS2 Premium to InDesign 5.5 (only) serial number failure

Re: CS2 Premium to InDesign 5.5 (only) serial number failure

created by Gautham K in Downloading, Installing, Setting Up - View the full discussion

Hi, On the support page ( http://www.adobe.com/support/contact/ ), click on "I am having trouble downloading or installing my software". Then select "I am trying to use a single-user product I bought from Adobe or another merchant". You should then be able to see a Chat Now button pop up after a few seconds. If you see a message saying "All chat agents are busy", I would recommend waiting for sometime on the page and you will see the chat button once an agent is free. Contacting support is necessary in this case as the serial no. has to be verified which cannot be done in a public forum. Please let me know if you continue to have issues getting in touch with support. Thanks

Replies to this message go to everyone subscribed to this thread, not directly to the person who posted the message. To post a reply, either reply to this email or visit the message page: Re: CS2 Premium to InDesign 5.5 (only) serial number failure
To unsubscribe from this thread, please visit the message page at Re: CS2 Premium to InDesign 5.5 (only) serial number failure. In the Actions box on the right, click the Stop Email Notifications link.

Start a new discussion in Downloading, Installing, Setting Up by email or at Adobe Forums
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8. skdjfhal,

Mar 13, 2012 10:28 AM in reply to Gautham K

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Thanks for hanging in there with me, but I'm super tired and have an early day ahead of me.
I will give it another try when I come home.
Please let me know if you have any more suggestions to help me get through to support.

Aloha,
Annie

Date: Wed, 7 Mar 2012 03:36:44 -0700
From: forums@adobe.com
To: <Removed by Moderator>
Subject: Re: CS2 Premium to InDesign 5.5 (only) serial number failure CS2 Premium to InDesign 5.5 (only) serial number failure

Re: CS2 Premium to InDesign 5.5 (only) serial number failure

created by Gautham K in Downloading, Installing, Setting Up - View the full discussion

Hi, On the support page ( http://www.adobe.com/support/contact/ ), click on "I am having trouble downloading or installing my software". Then select "I am trying to use a single-user product I bought from Adobe or another merchant". You should then be able to see a Chat Now button pop up after a few seconds. If you see a message saying "All chat agents are busy", I would recommend waiting for sometime on the page and you will see the chat button once an agent is free. Contacting support is necessary in this case as the serial no. has to be verified which cannot be done in a public forum. Please let me know if you continue to have issues getting in touch with support. Thanks

Replies to this message go to everyone subscribed to this thread, not directly to the person who posted the message. To post a reply, either reply to this email or visit the message page: Re: CS2 Premium to InDesign 5.5 (only) serial number failure
To unsubscribe from this thread, please visit the message page at Re: CS2 Premium to InDesign 5.5 (only) serial number failure. In the Actions box on the right, click the Stop Email Notifications link.

Start a new discussion in Downloading, Installing, Setting Up by email or at Adobe Forums
For more information about maintaining your forum email notifications please go to http://forums.adobe.com/message/2936746#2936746.

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9. Gautham K,

Mar 7, 2012 3:46 AM in reply to skdjfhal

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Hi Annie,

If you are still unable to contact support when you try later, please respond to this thread. I will try to check if we can provide an alternative.

Thanks

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10. skdjfhal,

Mar 13, 2012 10:27 AM in reply to Gautham K

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I have returned from my day job and now back at work from home. Still no chat line available. I appreciate your concern:) and welcome alternatives to resolve my serial number conflict. Mahalo, Annie

Date: Wed, 7 Mar 2012 04:46:54 -0700
From: forums@adobe.com
To: <Removed by Moderator>
Subject: Re: CS2 Premium to InDesign 5.5 (only) serial number failure CS2 Premium to InDesign 5.5 (only) serial number failure

Re: CS2 Premium to InDesign 5.5 (only) serial number failure

created by Gautham K in Downloading, Installing, Setting Up - View the full discussion

Hi Annie, If you are still unable to contact support when you try later, please respond to this thread. I will try to check if we can provide an alternative. Thanks

Replies to this message go to everyone subscribed to this thread, not directly to the person who posted the message. To post a reply, either reply to this email or visit the message page: Re: CS2 Premium to InDesign 5.5 (only) serial number failure
To unsubscribe from this thread, please visit the message page at Re: CS2 Premium to InDesign 5.5 (only) serial number failure. In the Actions box on the right, click the Stop Email Notifications link.

Start a new discussion in Downloading, Installing, Setting Up by email or at Adobe Forums
For more information about maintaining your forum email notifications please go to http://forums.adobe.com/message/2936746#2936746.

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11. Gautham K,

Mar 8, 2012 3:44 AM in reply to skdjfhal

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Hi Annie,

I recommend accessing this link : http://kb2.adobe.com/cps/517/cpsid_51791.html

There is a Chat button on this page which should connect you to support.

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12. Manish-Sharma,

Mar 8, 2012 3:58 AM in reply to Gautham K

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it is a invalid upgrade because adobe doesn't allow upgarde from the suite to point product.

and it is the reason your serial number is not working,

you have to contact adobe support to get this thing sorted out.

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13. skdjfhal,

Mar 13, 2012 10:27 AM in reply to Gautham K

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I'm not seeing a chat option at that link, just more troubleshooting advice. I need to chat with a live person in order to sort this out, and there is no one available. At this point, if I can't get this resolved I just want a refund and will revisit this whole quagmire later, when the lines aren't so busy. Please advise.

Mahalo,
Annie

Date: Thu, 8 Mar 2012 04:44:32 -0700
From: forums@adobe.com
To: <Removed by Moderator>
Subject: Re: CS2 Premium to InDesign 5.5 (only) serial number failure CS2 Premium to InDesign 5.5 (only) serial number failure

Re: CS2 Premium to InDesign 5.5 (only) serial number failure

created by Gautham K in Downloading, Installing, Setting Up - View the full discussion

Hi Annie, I recommend accessing this link : http://kb2.adobe.com/cps/517/cpsid_51791.html There is a Chat button on this page which should connect you to support.

Replies to this message go to everyone subscribed to this thread, not directly to the person who posted the message. To post a reply, either reply to this email or visit the message page: Re: CS2 Premium to InDesign 5.5 (only) serial number failure
To unsubscribe from this thread, please visit the message page at Re: CS2 Premium to InDesign 5.5 (only) serial number failure. In the Actions box on the right, click the Stop Email Notifications link.

Start a new discussion in Downloading, Installing, Setting Up by email or at Adobe Forums
For more information about maintaining your forum email notifications please go to http://forums.adobe.com/message/2936746#2936746.

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14. Manish-Sharma,

Mar 12, 2012 11:35 PM in reply to skdjfhal

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Hi , Please remove your personal information as this is the public forums.

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15. skdjfhal,

Mar 13, 2012 10:28 AM in reply to Manish-Sharma

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Personal information? I don't know how to do that, or how it got there. I only replied to your email. What personal info are you referring to? my first name?

Date: Tue, 13 Mar 2012 00:35:46 -0600
From: forums@adobe.com
To: <Removed by Moderator>
Subject: Re: CS2 Premium to InDesign 5.5 (only) serial number failure CS2 Premium to InDesign 5.5 (only) serial number failure

Re: CS2 Premium to InDesign 5.5 (only) serial number failure

created by Manish_1988 in Downloading, Installing, Setting Up - View the full discussion

Hi , Please remove your personal information as this is the public forums.

Replies to this message go to everyone subscribed to this thread, not directly to the person who posted the message. To post a reply, either reply to this email or visit the message page: Re: CS2 Premium to InDesign 5.5 (only) serial number failure
To unsubscribe from this thread, please visit the message page at Re: CS2 Premium to InDesign 5.5 (only) serial number failure. In the Actions box on the right, click the Stop Email Notifications link.

Start a new discussion in Downloading, Installing, Setting Up by email or at Adobe Forums
For more information about maintaining your forum email notifications please go to http://forums.adobe.com/message/2936746#2936746.

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16. Manish-Sharma,

Mar 12, 2012 11:47 PM in reply to skdjfhal

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Your e-mail address, look at the full forums description , your every post has your e-mial address

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17. skdjfhal,

Mar 12, 2012 11:55 PM in reply to Manish-Sharma

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I understand. Now how do I fix that? You should have said something sooner, like "delete correspondence info if you reply". Please delete this thread - I'm guessing you know how.

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18. Manish-Sharma,

Mar 12, 2012 11:59 PM in reply to skdjfhal

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You can login to forums,adobe.com and then on the bottomright of the very post there will be the edit button, you can edit the post from there.

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19. skdjfhal,

Mar 13, 2012 1:33 AM in reply to Manish-Sharma

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This is getting ridiculous. There is no "edit". There is "like" and "report abuse", and at the very bottom "
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20. Preran,

Mar 13, 2012 1:40 AM in reply to skdjfhal

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Hi,

I am not sure about why you are unable to see the Edit button. I could go ahead and delete your email ID if you want me to do that.

Meanwhile, I have asked Gautham to get in touch with you.

Thanks,
Preran

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21. skdjfhal,

Mar 13, 2012 1:43 AM in reply to Manish-Sharma

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Just delete it already! This has been the most annoying customer service nightmare. I have spent several hours per day for a week now waiting to see a chat window or get through by phone to resolve this whole issue, and in the end I've had no choice but to just return the product. In lieu of actually solving my situation, you and I have continued an extensive discussion on how to even get through to customer service. Meanwhile, you, as an "customer service employee" have no solution to actually getting through to...you? If you need a screen shot to see there is no "edit" to click on I can send you one, but I am finished with this conversation, and with this attempted upgrade. Goodbye.

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22. Gautham K,

Mar 13, 2012 7:14 AM in reply to skdjfhal

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Hi skdjjfhal,

I have sent you a private message requesting for information. Request you to please respond with the same.

Thanks

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23. skdjfhal,

Mar 13, 2012 9:25 PM in reply to Gautham K

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Psst.... where is this "private message" you speak of?

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24. Marcy McGuire,

Apr 30, 2012 3:49 PM in reply to skdjfhal

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I tried to do the same thing. I was told you cannot upgrade from CS package to an inividual product. It's very irritating, why can't they come up with 2 upgrade prices? One from a package and one from an individual unit.

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