My first post here after using adobe products for 20+ years.
I have a month long activation issue with CS6 Production Premium, which got "escalated" at tech support about 12 days ago. I have to enter the license code every time I launch a component app, sometimes before it will launch and then again after it launches. I have done all of the recommended troubleshooting steps including re-installing from a different admin account. Someone from adobe tech support took over my PC and failed to get activation to work.
Since the case was escalated, I have not been contacted back; apart from Manish Kumar trying to phone me in my office at ~1 in the morning and later at ~6 in the evening on 4 July. I have set up two subsequent times for escalated support to call me back, but nobody called. The primary lines of tech suport via chat and the telephone numbers do not allow contact with escalated support; they can simply pass on a message and then nothing happens. Comments by me to the online case in mys support portal are ignored.
Is this normal support from Adobe? Is there some other way of getting escalated support to respond?
Bob, thanks for the reply. I haven't used CS5*. I went from CS4 to CS6. I run it on a laptop and a desktop, both on win7 64 bit with 8 and 12 Gb RAM, respectively. I installed CS6 first on my laptop. It took a few days to activate properly (support said this was not unusual), was then OK for a week, but then started playing up again. It runs fine on my desktop, but I can't carry that around with me.
I have even deleted all adobe applications from my laptop, run the adobe cleaner tool to clean out all adobe software and then cleaned out the registry, but on re-installing I get the activation problem back. The only thing I have not done is a complete re-install of my laptop, which I don't really want to do.
Apologies for the delay. My son had an operation this afternoon and I have been a bit distracted.
I took your advice and created a new user with admin privileges, rebooted and logged in as that user. I started photoshop and had to license it. I started illustrator and had to license that as well.
Loggged out and logged in again as the same user, started photoshop and did not have to enter the license code. Same for Ai and Pr.
Rebooted and logged in as the new user and all is OK.
Rebooted and logged in as my normal MS AD user and all is OK with that too. I will have to see what happens tomorrow to be sure, but creating a new user, logging in and simply running CS6 apps rather than re-installing seems to have done the trick. Do you have any idea why, Bob?
my son is fine thanks. They operated at 2pm and let him go home at 8.30pm. The wonders of keyhole surgery. I have been in Milton Keynes at the Open University all day today so haven't been able to reply until now.
The activation problem is with both accounts, the old one and the new one. Whenever I launch a CS6 app I get the trial/license screen. they both worked fine for half an hour or so, but then messed up. I suppose I could wipe my hard drive and reinstall everything, but I am not confident that would solve the problem and it would be a big job.
I still have no response back from Adobe since July 4.
Can you provide the AMT3.log for a look , it may help us in knowing the problem.
you can file the file at the below location:-
Also please move the cache.db file to the desktop then launch the Illustrator , serialize it with the serial number and then close the illustrator and Re-open it.
Program Files\Common Files\Adobe\Adobe PCD\cache
So I did this with the cache.db
move it to desktop
Accept Adobe conditions dialogue - no request for a serial number or trial and Ai starts
make a new file OK
00 Last trial dialogue appears telling me I have no days left
Sign in and enter the serial # which is accepted
Launch Ai - "Complete Reiistration" offer comes up in task bar
Ai is activated according the Help menu
Launch Ai - still activated
Launch Ps and CS6 Production Premium License/Trial dialogue comes up
Launch Ai and CS6 Production Premium License/Trial dialogue comes up
Sorry for replying late ,
Update AAM , http://www.adobe.com/support/downloads/detail.jsp?ftpID=4773 and then check
I downloaded and installed it, launched Ai, entered the serial number, quit and launched and it activated. I quit and launched again and it activated. The same with Ps.
I restarted the laptop and launched Ai again and I was asked to register again. Something seems to be turning off the activation,
Strange ....Ideally it should sustain the activation ...
can you enable the hidden admin account and then check , :-
I have given up on it activating without a complete win7 install, so have wiped my hard drive, and re-installed win 7. I am almost at the point where I can install CS6. If it still does not activate after that, I think there is something very strange going on!
The Earth has been scorched and it works. I have re-installed CS6 and the updates. Rebooted etc and it is still activated. I am going to make a disc image before going any further...
thanks for your suggestions
06:45 in UK and I leave for France in 15 minutes. Just checked and the Trial/register screen in back. I don’t believe it! I am not back until Friday 20 July, I will have only intermittent internet connection so I guess I will not be able to do the work I intended while I am away ☹.
I got back a day early...
CS6 will not activate properly. I just launched Ai, entered details to activate it and it activated. I quit Ai and relaunched it and it wants to be activated again. I don't know what I can do to sort this issue, but I would like it to be sorted so I can just get on with the work I want to do with CS6. Any suggestions?
What do you mean by secured or proxy environment? I have windows 7 enterprise 64 bit which works connected to my university network or standalone. I am currently at home connected through my own ISP.
And yes, I am still facing the issue. One odd thing is that when I look at the log file, it starts from Saturday morning at 06:37 when I tried launching CS6 just before leaving for France. There are no entries from my installation and activation the previous day. Why would the amt3.log file clear itself? One of the last things I did on Friday was to install Adobe Flash when Firefox suggested I needed it to view a page correctly. Would that clear the log?
OK, so last night, I uninstalled CS6 and all other adobe products.
I then rebooted and ran the Adobe CS6 cleaner tool selecting all products.
I then removed all folder on my C drive with adobe in the name.
I then rebooted and reinstalled CS6. I was asked for a serial number , entered it and all went well.
The software activated and I could launch, relaunch etc with no issues. I then went to bed as it was after midnight.
Today, I start up my laptop, launch Ai and I get asked for a serial number or Trial again. I have not downloaded any of the updates yet as they normally break the activation.
What can I do to make this software just run? Would a new serial number help? I just want to be able to use it without hassle, and especially if I am offline and unable to enter the serial number.
The log file from the first use and activation last night and the non-activation this morning is at:
Could somebody at Adobe please resolve this for me?
No response from adobe support here or through their official My Adobe support portal where this case has been running since 16 June under various case numbers.
When adobe state they will respond within "24 business hours" do they mean by the same time the next day on business days, or do they mean within three 8-hour business days? I assume the former as when they claim to have tried to phone me (and then leave a standard message in the support protal recommending I ask for help in this forum) it is on my daytime office number around midnight, which suggests they expect their customers to be available 24/7.
Does anybody have any tricks to be able to get help or do I just write to the CEO?
Well still no reply from Adobe here or through the support portal, though I have discovered that 24 business hours does mean 3 business days.
I wrote to their UK HQ 8 days ago to complain, but have no reply or even acknowledgement.
Is Adobe support always this bad?
Thanks for comforting me.
If it isn’t sorted when I come back from holiday I will ask for my money back and return to using CS4 until I can find appropriate non-Adobe products to use. I can’t afford to waste my time on this, and Adobe just don’t care.
I accept it is an “oddball” case, but it has been running for almost two months and nobody at Adobe has taken ownership of it and communicated with me. To me, that means nobody at Adobe cares. Adobe’s stated customer service codes are meaningless as they do not observe them. On top of that their customer service (phone, chat, support portal, here) operates an effective firewall service that prevents a customer from speaking to or even emailing anybody that might be able to help. The frontline staff cannot help with this issue and they will only pass notes on to other “escalated” levels, from which nothing happens. There is no two-way communication. This is the standard reply I get about once a week on the support portal:
We are responding in reference to your case regarding the Adobe Product.
I tried to reach you at 015179451xx but unfortunately we got a busy
tone. However I would highly appreciate if you can reply back to this
email and let us know about the status of the issue. Please update us
with a callback number.
You can also visit www.adobe.com/go/supportportal for any assistance
regarding Adobe products. You may also visit www.forums.adobe.com as
it's a useful resource for self-help.
No voicemail is left and the “calls” (if they were ever made) are typically in the middle of the night when I am not in my office. I reply, give them my mobile number, and around a week later the same standard reply is sent out.
I’m sorry to let all this out, but I am truly hacked-off with them. Adobe are now in the same league as Orange and Thomas Cook for me on customer service. I don’t deal with those two anymore and Adobe will be going the same way, I’m sorry to say as their products have been superior to the ones my University would prefer me to use.