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StephvandeW
StephvandeW
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Can't deactivate software on a crashed computer and can't reach support

Feb 13, 2012 8:27 PM

Tags: #cs5 #crash #deactivation #activation #harddrive #s#_system_transfer

My computer bit the dust, harddrive sudden death. I have reinstalled CS5 on my new computer. But because I had the software on my laptop and my desktop, it won't activate. Adobe thinks I have it on two computers already, and technically, I do. But I can't de-activate it on the dead desktop. And I can't get hold of any support whatsoever. Currently I have been on hold sitting for over 45 minutes. I look for chat support, and the Adobe site tells you what chat support is but there is no chat support button anywhere. No email options. I am screwed! Any ideas?

2223 Views   14 Replies   Latest reply: laurauden, Jul 3, 2012 9:00 AM
 
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  • Preran
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    1. Preran,
    Feb 13, 2012 8:40 PM   in reply to StephvandeW
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    Hi StephvandeW,

     

    I am sorry that you are experiencing this problem. In this case, it is only the customer support that can help you. I have forwarded your request to the concerned people in customer support. If you don't hear from us within twenty four hours, do let us know on this post.

     

    Ensure that you have your purchase details (anything that you can get hold of - serial number, proof of purchase etc.) to ensure quick resolution.

     

    Thanks,

    Preran

     
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  • Preran
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    2. Preran,
    Feb 13, 2012 8:41 PM   in reply to Preran
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    Just to be sure, I want to know whether you used the options on this page to contact customer support (http://www.adobe.com/support/contact/)

     
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  • StephvandeW
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    3. StephvandeW,
    Feb 13, 2012 8:43 PM   in reply to Preran
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    Yes, I have used every option. But the computer is totally dead so there is no deactivating that way. I am in Australia so I cannot call and sit on hold for an hour or more. I did call with Skype but after an hour, I gave up. There must be some way for this to be done via email. I have all the required details, my name, account with adobe, serial numbers.

     
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  • Preran
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    4. Preran,
    Feb 13, 2012 8:45 PM   in reply to StephvandeW
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    That's wonderful! If you have all these details, I am sure you should have your problem resolved soon. I'd request you to wait for twenty four hours (at the maximum), and let us know in case you weren't contacted.

     
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  • williomshab123
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    5. williomshab123,
    Feb 14, 2012 1:38 AM   in reply to StephvandeW
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    Thanks for shring this post with us .This one is the best forum site in which we are make a lot of information about the software.

    houston seo services

     
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  • Gautham K
    782 posts
    Nov 8, 2010
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    6. Gautham K,
    Feb 14, 2012 2:36 AM   in reply to StephvandeW
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    Hi Stephvandew,

     

    Please use this link to contact support : Contact Adobe Support

     

    Once you click on this link, you will be taken to the support page.

     

    On the support page, click on "I need help activating or deactivating my software". (You dont have to change your country or location before doing this".

     

    After a few seconds, you must be able to view the chat button. You can click on it and you will be connected to a chat representative. Explain the situation and they will be able to resolve your query right away.

     

    Please respond to this thread if you are having further issues getting in touch with support.

     

    Thanks

     
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  • StephvandeW
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    7. StephvandeW,
    Feb 14, 2012 4:13 AM   in reply to Gautham K
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    Kept the support chat page open for the entire afternoon. I do have Java and third party cookies enables. Never got a live link to chat support, not in the entire day. There must be another way. Can't I email someone and have them help me?

     
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  • Gautham K
    782 posts
    Nov 8, 2010
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    8. Gautham K,
    Feb 14, 2012 4:21 AM   in reply to StephvandeW
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    Hi,

     

    I have sent you a private message asking you for some details.

     

    Request you to please check and respond to the same.

     

    Thanks

     
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  • StephvandeW
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    9. StephvandeW,
    Feb 14, 2012 4:24 AM   in reply to Gautham K
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    I just decided to try live chat one more time since it is so late and there it was! A nice man named Sandeep fixed me up. Thanks for your help. I really appreciate it.

     
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  • Gautham K
    782 posts
    Nov 8, 2010
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    10. Gautham K,
    Feb 14, 2012 4:34 AM   in reply to StephvandeW
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    Hi,

     

    Glad to know your issue has been resolved. Please feel free to let us know in case you have further issues.

     

    Thanks

     
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  • laurauden
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    11. laurauden,
    Jul 2, 2012 9:33 AM   in reply to Gautham K
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    Hello -

     

    I am having the same problem, only my product is a bit older, so it won't let me resolve it through chat. I'm using Creative Suite 4, and my laptop hard drive crashed. When I try to use chat, I get the following message:

     

    "Installation support by phone or via a chat session is available only for the current and previous version of the software product, including trials."

     

    Any help you can provide would be very welcome, as my entire suite is not working now. I have the serial number and product code and everything here with the box.

     

    Thank you.

     
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  • Manish-Sharma
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    12. Manish-Sharma,
    Jul 2, 2012 6:52 PM   in reply to laurauden
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    Contact Adobe Support , Activation related issue are supported for all the versions , no one would be able to help you here

     
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  • laurauden
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    13. laurauden,
    Jul 2, 2012 8:04 PM   in reply to Manish-Sharma
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    Actually, if you're Adobe staff, I would expect that you could help me. As I mentioned in my posting, I can't get help via chat on this, as it specifically mentioned that only the current and previous version are supported (see my quote above). It doesn't let me put in a request via chat, so the only option, I think, is paid support, which I don't want to do on such an old product.

     

    Can anyone out there help with this issue? How do you get support for reactivation on an older product when chat isn't available? I only need to reactive my current product, since my laptop drive crashed. Thank you.

     
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  • laurauden
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    14. laurauden,
    Jul 3, 2012 9:00 AM   in reply to Gautham K
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    Gautham -

     

    Can you help me with the same issue? I've posted my question at the bottom of this thread, but haven't received a real reply yet. Any help or pointers you can provide would be very welcome - thank you.

     
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