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simonfraser
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cs5 serial number not allowed for cs6 upgrade?

May 22, 2012 5:32 AM

Tags: #cs5-6

hello

I am trying to install CS6 Design Premium (via CD) and have CS5. However I am denied installation because my CS5 serial number is not allowed (it appears I must have CS5.5).  All phone lines are engaged. As well as frustrating, this would seem a very poor 'stealth' trick. I have countless registered Adobe copies going back years and saw no warning re this possibility prior to purchase. Is installing from CS5 impossible?

2795 Views   8 Replies   Latest reply: simonfraser, May 23, 2012 2:11 AM
 
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  • Jeff A Wright
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    1. Jeff A Wright,
    May 22, 2012 10:21 AM   in reply to simonfraser
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    Which Creative Suite 5 product are you trying to upgrade from?

     
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  • simonfraser
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    2. simonfraser,
    May 22, 2012 11:06 AM   in reply to Jeff A Wright
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    Jeff

     

    thank you very much for answering!

    Design Premium CS5 (ie same thing as my CS6 upgrade)...

    however I noted in the help files subsequently that by installing the trial version from the CD and then registering online (using my serial no on CD) then there is chance of success... have therefore installed trial version... but not yet registered!

     

    if you think above should work, great! ..if not then advice most welcome... (if it does work then I will leave a note in the forum to suggest the escape route if others walk that odd – yet seemingly normal – path too!)

     

    Simon

     
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  • Jeff A Wright
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    3. Jeff A Wright,
    May 22, 2012 11:19 AM   in reply to simonfraser
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    By registering your product it would allow you to verify that the serial number is indeed valid. If you are able to register Design Premium CS5 successfully but still receiving the error then I would recommend removing all previous installations of Adobe Creative software and then installing Creative Suite 6 again.

     
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  • simonfraser
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    4. simonfraser,
    May 22, 2012 12:10 PM   in reply to Jeff A Wright
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    looks like the only option, thank you, Jeff! I tried registering online just now yet the same hurdle appeared of supplying serial no for ‘cs5.5’ but no mention of ‘cs5’...

    am uninstalling all versions of Adobe CS (5 & 6) and making clean start ... my fingers are crossed...

    I am very grateful for your help. please let me know if I can reciprocate this favour of help in any way.

    Simon

     
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  • Jeff A Wright
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    5. Jeff A Wright,
    May 22, 2012 12:40 PM   in reply to simonfraser
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    Simonfraser when you tried to register your product online did it also give you an error message that the serial number was invalid?

     
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  • simonfraser
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    6. simonfraser,
    May 22, 2012 2:28 PM   in reply to Jeff A Wright
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    Jeff

    admit no luck having uninstalled and reinstalled... same message (have attached in case relevant):

    “Serial number upgrade

    Serial number you provided is valid, but a qualifying product could not be found on this computer.

    To use the serial number, you must own one of these qualifying products. Please choose one and enter its serial number.”

    (however, since all options are either CS5.5 or CS6, trying to enter my CS5 serial number causes the same error message)....

    I get no further than this...

    left feeling very frustrated!

    Simon

     
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  • Jeff A Wright
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    7. Jeff A Wright,
    May 22, 2012 2:50 PM   in reply to simonfraser
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    Simonfraser I would recommend contacting our support team.  They can tell you if you CS5 serial number is valid or not.  For the best assistance, I recommend our chat support at http://adobe.ly/yxj0t6.  Our chat representatives can provide a personalized experience to resolve the issue you have described.

     
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  • simonfraser
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    8. simonfraser,
    May 23, 2012 2:11 AM   in reply to Jeff A Wright
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    phew! I took your advice and after many dropped phone connections, I was able to speak to Prashant (Adobe service rep in India) who was able to take create a (temporary) support number for me to type in to the registration dialogue via the challenge code procedure. This appeared to bypass the registration dropdown issue and so allowed me to register... at last!

    In retrospect I am very grateful for your help and my good fortune in being able to speak to Prashant who was able to fix the problem over the phone. However I suspect this problem may occur to others and the solution seems far from easy when long phone queues and dropped connections add to the tortuous minefield of what is simply meant to be a registration process!

    best regards in all events

    Simon

     
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