Adobe Community: Activation and tech support

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Activation and tech support

Jul 10, 2012 3:44 AM

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?

Alan

3457 Views 35 Replies Latest reply: apb_liv, Aug 1, 2012 6:51 AM

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1. Bob Levine,

Jul 10, 2012 5:00 AM in reply to apb_liv

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That behavior is not normal at all. I have heard of some issues with running CS5 for a period of time and then launching CS6 setting off an activation prompt, though. Has that been the case here?

Bob

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2. apb_liv,

Jul 10, 2012 5:10 AM in reply to Bob Levine

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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.
Alan

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3. Bob Levine,

Jul 10, 2012 5:21 AM in reply to apb_liv

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The only other thing I can think of is to create a new user account and try it from there.

Bob

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4. apb_liv,

Jul 10, 2012 5:27 AM in reply to Bob Levine

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I've tried that from the built-in administrator account after uninstalling and cleaning but got the same result. Would a new account be different?
Alan

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5. Bob Levine,

Jul 10, 2012 5:30 AM in reply to apb_liv

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I can’t guarantee anything but it only takes a few minutes to try it.

Bob

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6. apb_liv,

Jul 10, 2012 3:00 PM in reply to Bob Levine

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Bob
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?
thanks
Alan

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7. apb_liv,

Jul 10, 2012 3:09 PM in reply to apb_liv

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I wrote too soon. Just launched Ai and the license screen has reappeared...

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8. Bob Levine,

Jul 11, 2012 3:07 AM in reply to apb_liv

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Some time of corruption in the user account.

I hope your son’s okay.

Bob

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9. Bob Levine,

Jul 11, 2012 3:07 AM in reply to apb_liv

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From which account?

Bob

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10. apb_liv,

Jul 11, 2012 3:10 PM in reply to Bob Levine

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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.

Alan

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11. Bob Levine,

Jul 11, 2012 3:17 PM in reply to apb_liv

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Sorry, I don’t know what could be causing it.

Bob

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12. apb_liv,

Jul 12, 2012 2:24 AM in reply to Bob Levine

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Bob
thanks for your efforts. I will have to wait for adobe to respond...
Alan

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13. Manish-Sharma,

Jul 12, 2012 6:25 AM in reply to apb_liv

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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:-

\Users\[username]\AppData\Local\Temp

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

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14. apb_liv,

Jul 12, 2012 8:41 AM in reply to Manish-Sharma

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Manish
do you want the whole log pasted here? It is ~3000 lines.
Alan

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15. apb_liv,

Jul 12, 2012 8:56 AM in reply to apb_liv

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Manish

So I did this with the cache.db

move it to desktop
Launch Ai
Accept Adobe conditions dialogue - no request for a serial number or trial and Ai starts
make a new file OK
quit Ai
Launch Ai
00 Last trial dialogue appears telling me I have no days left
Sign in and enter the serial # which is accepted
exit Ai
Launch Ai - "Complete Reiistration" offer comes up in task bar
Ai is activated according the Help menu
Exit Ai
Launch Ai - still activated
Launch Ps and CS6 Production Premium License/Trial dialogue comes up
Exit Ai
Launch Ai and CS6 Production Premium License/Trial dialogue comes up

Alan

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16. apb_liv,

Jul 12, 2012 10:17 AM in reply to apb_liv

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Manish

I have put the amt3 logs at the links below:

my normal user log is at: http://pcwww.liv.ac.uk/~apboyle/apboyle-amt3.log

the log created for the new user I set up following Bob's suffestion is at: http://pcwww.liv.ac.uk/~apboyle/apbliv-amt3.log

Alan

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17. Manish-Sharma,

Jul 12, 2012 12:39 PM in reply to apb_liv

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Sorry for replying late ,

Update AAM , http://www.adobe.com/support/downloads/detail.jsp?ftpID=4773 and then check

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18. apb_liv,

Jul 12, 2012 2:29 PM in reply to Manish-Sharma

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Manish

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,
Alan

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19. Manish-Sharma,

Jul 13, 2012 4:48 AM in reply to apb_liv

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Strange ....Ideally it should sustain the activation ...

can you enable the hidden admin account and then check , :-

http://www.howtogeek.com/howto/windows-vista/enable-the-hidden-adminis trator-account-on-windows-vista/

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20. apb_liv,

Jul 13, 2012 4:51 AM in reply to Manish-Sharma

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Manish
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!
Alan

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21. Bob Levine,

Jul 13, 2012 4:55 AM in reply to apb_liv

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The old scorched earth solution? Yes, that certainly should work.

Keep us posted.

Bob

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22. Manish-Sharma,

Jul 13, 2012 4:58 AM in reply to apb_liv

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I agree with Bob , keep us posted

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23. apb_liv,

Jul 13, 2012 7:16 AM in reply to Manish-Sharma

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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
Alan

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24. Manish-Sharma,

Jul 13, 2012 7:17 AM in reply to apb_liv

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Glad ,it worked for you ....

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25. apb_liv,

Jul 13, 2012 10:55 PM in reply to Manish-Sharma

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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 ☹.
Alan

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26. apb_liv,

Jul 19, 2012 5:57 AM in reply to apb_liv

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Manish-Sharma
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?
thanks
Alan

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27. Manish-Sharma,

Jul 19, 2012 6:29 AM in reply to apb_liv

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After formatting your OS , the error came up again , that's strange

Are you working in the Secured enviornment or using proxy ?

Also are you still facing the issue ??

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28. apb_liv,

Jul 19, 2012 6:55 AM in reply to Manish-Sharma

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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?

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29. apb_liv,

Jul 20, 2012 2:36 AM in reply to Manish-Sharma

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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:
http://pcwww.liv.ac.uk/~apboyle/amt3-120720b.log

Could somebody at Adobe please resolve this for me?
Thanks
Alan

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30. apb_liv,

Jul 23, 2012 3:45 PM in reply to apb_liv

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BUMP.
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?
Alan

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31. apb_liv,

Aug 1, 2012 2:02 AM in reply to apb_liv

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BUMP.
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?
Alan

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32. Bob Levine,

Aug 1, 2012 4:50 AM in reply to apb_liv

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Not always but once something falls through the cracks it just seems to keep going that way. There's not much I can do respond and let you know that somebody is seeing your posts.

Bob

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33. apb_liv,

Aug 1, 2012 5:34 AM in reply to Bob Levine

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Bob
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.
Best regards
Alan

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34. Bob Levine,

Aug 1, 2012 5:40 AM in reply to apb_liv

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I don’t think it’s not caring so much as being a very oddball case. There’s nothing common about this issue.

Bob

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35. apb_liv,

Aug 1, 2012 6:51 AM in reply to Bob Levine

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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.

Many thanks...

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.

Alan

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