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Rob Rothman
Currently Being Moderated

Desperate Help Needed re CS6 Activation/Installation Problem

Oct 24, 2012 5:48 PM

A few months ago, I purchased the full retail version of CS6 (Design Standard) for Windows.  I installed it on a new clean computer running Windows 7 and activated and registered it.  The installation, activation and registration process went smoothly, and initially everything seemed OK.

 

A little over a month ago, the nightmare started.  Since then, each time I try to run any of the CS6 components, I get a message telling me it "thinks" I have the trial version installed (even though I actually installed and activated the full version) and asks me if I want to "start the trial" or "license this software."  If I choose "license" it asks for my serial number (which has already been entered numerous times) and it then seems to be OK -- for a while.  However, within a short period of time, the problem is back, and the cycle starts again.

 

I have tried on numerous occasions (and spent countless dozens of hours) attempting to resolve this through Adobe support, both via telephone and via "chat."  Each time, I wind up telling the same story to several different people, re-explaining it until they apparently understand it, and then getting transferred around to several people until I finally get to somebody who, supposedly, can help.  Then, that individual walks me through the same things that have already been tried several times before.  Finally, I am assured that the problem has been fixed, and am also assured that they will keep the case open.  Each time, the problem has not been fixed, and I find that the case has been closed (so that the only way I can try to communicate is by starting all over, wasting more hours trying to get through, and ultimately again getting to somebody who has no idea what to do other than to tell me to do the same things that have already proven themselves (several times) not to work).

 

The result of all this is that I have a $1200 piece of software which is totally useless.

 

Perhaps somebody from Adobe can help me with how to take this to the next level so that it gets to somebody with the knowledge to figure out how to fix the problem.  If anybody other than from Adobe has dealt with a similar problem, any suggestions would be appreciated.

 

 

Robert Rothman (a very dissatisfied customer)

 

 

Edit: To be clear, this was not purchased via download; I installed from physical disks.

 
Replies 1 2 Previous Next
  • Currently Being Moderated
    Oct 24, 2012 10:02 PM   in reply to Rob Rothman

    Robert,

     

    I apologize for your experience with us on this issue. Can you try performing the steps listed on this document (if not already performed) and let us know the results?

     

    CS6 applications in Creative Cloud unexpectedly revert to trial mode | CS6

     

    Thanks

    Nikhil

     
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  • Currently Being Moderated
    Oct 25, 2012 8:19 AM   in reply to Rob Rothman

    Rob Rothman is it possible you are only experiencing this difficulty with your 64-bit activations?  I would recommend reviewing 64-bit applications repeatedly ask to activate - http://helpx.adobe.com/creative-suite/kb/64-bit-creative-suite-applica tions-repeatedly.html.  If you are affected by this issue then I would recommend bookmarking this document as it will be updated once our Engineering team has discovered a solution.

     
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  • Currently Being Moderated
    Oct 26, 2012 8:40 AM   in reply to Rob Rothman

    Possibly Rob Rothman you are welcome to contact our support team and they have steps to perform which can help verify if you are experiencing this difficulty or not.

     
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  • Currently Being Moderated
    Oct 26, 2012 9:15 AM   in reply to Rob Rothman

    You should be able to enter your serial number and continue using your software.

     
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  • Currently Being Moderated
    Oct 26, 2012 10:05 AM   in reply to Rob Rothman

    rob,

     

    I am having almost the exact same problem, except I have purchased the Creative Cloud subsription version and run it on my Mac. I have called Adobe support three different times and each time they said they will fix this and each time there is no fix. Adobe support said they deactivated all versions of my Adobe software, but it is still not working.

     

    Please Adobe, I need a fix on this.

     
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  • Currently Being Moderated
    Oct 26, 2012 10:13 AM   in reply to johnodzi

    We are still investigating the cause of the repeated requests for activation.  Please bookmark the document for additional updates once they become available.

     
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  • Currently Being Moderated
    Oct 26, 2012 2:05 PM   in reply to Jeff A Wright

    Today I spoke with Tech support and he went in to the backend database where the CS6 registration information is stored and resolved the issue. The previous tech support people did not do this for me. I don't know if that will solve your problem, but make sure you are talking to a senior level support person or a manager to resolve the issue. The junior-level support team does not have access, or quick access to the database. Be adamant that they clear up the issue immediately.

     
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  • Currently Being Moderated
    Oct 26, 2012 2:11 PM   in reply to johnodzi

    Johnodzi I am happy that you were able to resolve your difficulties.  This would indicate that the difficulties you were experiencing were not related to the 64-bit versions of the application repeatedly asking to activate. 

     

    If you were advised to disable your Windows Management Instrumentation service please keep in mind that this component is also used by your Operating System and as well as many different applications.  Disabling the Windows Management Instrumentation service only helps disagnose this issue.  For now it is best to leave this service on and enter your serial number when prompted.

     
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  • Currently Being Moderated
    Oct 26, 2012 4:04 PM   in reply to Rob Rothman

    Rob

    it affects 32bit versions as well of the desktop version of CS6. I have had this problem since June. At first I had to enter the serial number everytime because the trial screen came up before the applications properly started, but I now find after several updates from adobe (or maybe one of the many hoops I went through with support), that the trial screen comes up after the application has finished starting and I can just close the trial screen and carry on. The software is not activated (deactivate is greyed out) but it runs normally.

     

    Turning off WMI fixed it for me but also stopped my virus software and a few other things so is not really a solution, but does point to where the problem lies. I am told that adobe are working on this, but it has already been at least since 18 September when I was asked to check my WMI service by an adobe support person. Notice how there is no publication date on the notice at http://helpx.adobe.com/creative-suite/kb/64-bit-creative-suite-applica tions-repeatedly.html to indicate how long this has been going on.

     

    I agree with you that adobe support is hard work, especially getting through the first level, who all seem to have the same script they want you to go through every time. The main organisation is little better with customers. I have written two formal letters of complaint to Adobe UK, one towards the end of July and another at the end of August. I have received no acknowledgement never mind a reply to either - so much for the customer!

     

    All you can do is wait until adobe fix it and hope they don't just roll the fix into CS7 and forget about the "small number of users" affected by the current CS6 activation debacle.

     

    Alan

     
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  • Currently Being Moderated
    Oct 30, 2012 8:03 AM   in reply to Rob Rothman

    Rob,

     

    Has your problem been solved yet? If not, is there a way you can contact me via e-mail? I feel apprehensive about posting an email address on a public forum.

     

    John

     
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  • Currently Being Moderated
    Nov 2, 2012 5:46 AM   in reply to Rob Rothman

    Have the exact same problem, except my 64-bit version of CS6 has decided to add a twist - after a couple of successful activations, it will no longer activate because it claims I have activated it on the maximum amount of computers.  Problem here is that I only have the one computer.  Anyone else experiencing this?  Adobe tech support didn't seem to understand this issue (I kept being told to deactivate the software on one computer before installing it on a third, hard to do when there is only one computer), and the fix was sadly temporary.  Happily the 32-bit will run providing I feed it the serial number every time I open it, which is at least something.

     
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  • Currently Being Moderated
    Nov 2, 2012 6:19 AM   in reply to radish88

    I have had the activated on too many computers issue as well as a reult of the activation bug. Someone at Adobe has to reset it in their database. It is not difficult for them to do once they accept you are not a software pirate.

    Alan

     
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  • Currently Being Moderated
    Nov 2, 2012 9:44 AM   in reply to Rob Rothman

    Most users aren't facing activation difficulties as their computer is only identified as two different computer systems.  The normal identification is done when WMI is working normally and then a second identification is made when WMI is failing.  If you do receive a message that you have exceeded your amount of activations please don't hesitate to contact our support team.  They can also increase the amount of activations if your situation requires it.  You can contact our chat support at http://adobe.ly/yxj0t6.

     
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  • Currently Being Moderated
    Nov 3, 2012 3:27 AM   in reply to Rob Rothman

    Rob, I went to chat support and the person I spoke to there reset my activation permissions quite quickly, albeit dubiously - I don't think they were convinced that I was honestly having this problem.  I got a bit fed up with repeatedly informing them that I only have my CS6 on one computer, and repeatedly being told I have to deactivate on one computer to be able to install and activate on a third.  I was also informed that this was only a one time concession, and got no advice when I asked what to do if the problem happened again.  Which it did.  I'm only a hobbyist, though, so at least having the 32bit to play around in is fine, even with the annoyance of having to reactivate it daily; but it's disheartening to feel like you're being penalised for an issue that's not of your own making.  If you need to have your activation permissions reset or extended or what have you, I don't think there's any expeditious means by which to acquire the necessary assistance; as Alan said, it's an easy fix, once you convince them you're not a pirate.  That's the hard part!

     
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    Nov 3, 2012 10:39 AM   in reply to Rob Rothman

    Rob, I too have had the exact same experiance you are having including talking to Adobe on the phone and with chat support.  I would like to know why Adobe says this is only happening to a few customers?  I do not believe this is true!  I have also tried many different fixes that the Adobe techs told me to do and nothing solves the problem.

     

    Another problem I have is that I can not get into the only case which is still open (I have many closed ones since I have called so many times) to respond to emails that an Adobe Tech Support person is sending to me.  He tells me to do something and report back by going to the open case but when I go to the open case and click on it, it just seems to refresh the page instead of going into the case so I can respond.  Do you ever have that problem?  I am afraid to call Adobe again as it very frustrating to repeat myself over and over again and they will just open another case instead of going to my already open one!

     
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  • Currently Being Moderated
    Nov 3, 2012 1:56 PM   in reply to PattiKatai

    PattiKatai if you are having problems updating your web case please try a different web browser.  It is likely your security settings, installed plug-ins, or add-ons are interfering with your ability to interact with the case.

     
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  • Currently Being Moderated
    Nov 7, 2012 10:33 AM   in reply to Rob Rothman

    I am not too sure whether anyone has tried these steps in the below mentioned link. The steps are for CS5 but worth trying.

    http://helpx.adobe.com/x-productkb/policy-pricing/configuration-error- cs5.html

     

    Goodluck,

     

    Chesterr

     
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  • Currently Being Moderated
    Nov 7, 2012 7:42 PM   in reply to Rob Rothman

    Rob you may find this interesting...Adobe Customer Care sent me an email today in reguards to the problem I (we) have all been having...entering serial number numerious times in order to launch the CS6 program.  This is what they sent me...

     

    "With this response, we believe your issue is resolved and have therefore closed your case 0183753409.  If your support case has not been completed to your satisfaction or you should need to contact us on this issue again, please reference your case number.  You can reopen your case up to 14 days after it has been closed."

     

    Then they continue with...

     

    "Thank you for contacting Adobe technical support.

     

    Thank you for updating the dependency information.  We discussed this case again with our development team and they have informed that we do not have a solution for this issue at this point in time.  You need to enter the serial number and activate the software each time you launch a 64 bit CS6 application.  I would like to tell you that this is a rare incident and we are extremely sorry for the inconvenience caused to you.  We are closing this case now.  We will get back to you once we have a fix for your issue.

     

    I request you to contact us back via Live Chat for further questions."

     

     

    So basically they are telling me (us) there is no fix  and they do not have a plan for when there will be one, and that this problem is a rare incident.  I'm not buying the rare incident statement what about you?  I would be very interested to know just how many people out there are having this problem? 

     

    I am very disappointed in Adobe. How can they close my case saying the issue is resolved when infact it is not?   I am also wondering why they have not already fixed this problem as it seems to have been around for quite awhile.  Not really sure what else to do as Adobe seems not to be very concerned about customers spending hundreds of dollars for a program they know has this crazy annoying problem. 

     

    I've entered my serial number so many times I almost have the whole number memorized!  What a pain to have to enter it about every other time I want to access my CS6 program!   I'm a Very Very Unhappy Customer!!!  

     

    Good Luck Rob I hope you have better luck than me!  I'm going to keep checking back to this posts discussion so if you do find a fix please post it here so we will all know about it.  Thanks...

     

     

     

    Jeff, Thanks, I did finally find a browser that would let me actually access my open (but now closed) case but I had to try three different ones before it worked.  Google Chrome worked,  Internet Explorer and Foxfire did not!  FYI

     

     

    Chesterr, I will try the steps you suggested but I do not have high hopes in them working to solve our problem.  Thanks...

     
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  • Currently Being Moderated
    Dec 17, 2012 4:00 PM   in reply to Rob Rothman

    I have a same issue with Photoshop CS6 Extended and after many chats, waiting, no callbacks, calling myself and waiting for hours, closing case without any solutions, restarting a case.....as of now Adobe technical/ customer service has No solution. It is not a Rare incident!

     
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  • Currently Being Moderated
    Dec 17, 2012 7:33 PM   in reply to Got Light?

    Got Light, Hi I'm message 23... I have CS6 and last week I checked for any updates when I opened the CS6 program...there was one and I updated.  I have not had to add my serial number since.  Try it maybe it will work for you too.   Good Luck!

     
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  • Currently Being Moderated
    Dec 18, 2012 5:08 PM   in reply to PattiKatai

    Thank you PattiKati, I did update it last week, it went away for a day then it reappeared. Adobe has a great product but very bad customer support.

     
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  • Currently Being Moderated
    Dec 19, 2012 8:23 AM   in reply to Got Light?

    Got Light please bookmark the document referenced in message #3 and 13 of this thread.  When our investigation is complete and a solution is available we will be updating the referenced document.

     
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  • Currently Being Moderated
    Dec 19, 2012 10:14 AM   in reply to Jeff A Wright

    Jeff

    Adobe just don't seem to get customer support, do they?

    Rather than ask your customers to bookmark a page that hardly ever changes and ask them to keep looking at it on the off chance that it might have changed, why not offer to contact the affected customers PROACTIVELY when Adobe finally manages to do something about this long running problem? My opinion of Adobe as an organisation has gone right down over the last 6 months this issue has been running, and will only continue to do so as I experience more Adobe "support".

    Alan

     
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  • Currently Being Moderated
    Dec 19, 2012 10:35 AM   in reply to apb_liv

    Apb_liv we do have a list of customers which will be contacted.  I believe we have you on the list already.  Also users are able to request to be notified when a solution is available and we can add their case number to the list.

     

    The best recommendation I can make though, in a one to many setting such as the forum, is to bookmark the document as it will be updated as soon as a solution is available.

     

    I again apologize for the inconveinence each of you have faced.  This issue is a priority for our engineering team and they are actively researching a solution.

     
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  • Currently Being Moderated
    Dec 19, 2012 4:37 PM   in reply to Jeff A Wright

    every so often I get a email from customer service telling me if I don't respond with given time, my case will be close. How do thay want me to respond? I still have the problem, nothing had changed, no solution since their last e-mail. When the issue is resolved, then I will have something to respond to...A Thank You Note.

     
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    Dec 19, 2012 4:45 PM   in reply to Got Light?

    Got Light? can you please respond with your case number and I will be happy to review it's status.

     
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  • Currently Being Moderated
    Dec 20, 2012 4:44 PM   in reply to Jeff A Wright

    0183882737

     
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  • Currently Being Moderated
    Dec 20, 2012 4:47 PM   in reply to PattiKatai

    Thank You, i will try this and let you know.

     

     

     

    Date: Thu, 20 Dec 2012 16:04:36 -0700

    From: forums_noreply@adobe.com

    To: shehroze@hotmail.com

    Subject: Re: Desperate Help Needed re CS6 Activation/Installation Problem Desperate Help Needed re CS6 Activation/Installation Problem

     

     

     

     

     

     

          

               

               

               

        Re: Desperate Help Needed re CS6 Activation/Installation Problem

     

     

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

     

     

     

    Got Light, Hi I'm message 23... I have CS6 and last week I checked for any updates when I opened the CS6 program...there was one and I updated.  I have not had to add my serial number since.  Try it maybe it will work for you too.   Good Luck!

     

     

         Please note that the Adobe Forums do not accept email attachments. If you want to embed a screen image in your message please visit the thread in the forum to embed the image at http://forums.adobe.com/message/4929232#4929232

         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: Desperate Help Needed re CS6 Activation/Installation Problem

         To unsubscribe from this thread, please visit the message page at Re: Desperate Help Needed re CS6 Activation/Installation Problem. 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 Community

      For more information about maintaining your forum email notifications please go to http://forums.adobe.com/message/2936746#2936746.

     
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  • Currently Being Moderated
    Dec 20, 2012 5:04 PM   in reply to Got Light?

    Got Light? I have sent you an e-mail to the e-mail address on file for your support case.

     
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    Mar 9, 2013 11:17 AM   in reply to Jeff A Wright

    Until now, no solution!!!!! Please let me know what is happening!!!

     
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    Mar 9, 2013 11:36 AM   in reply to Got Light?

    We are continuing to actively investigate this issue.  Progress is being made but I really am unable to provide any additional information beyond that at this time.

     
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    Mar 9, 2013 11:39 AM   in reply to Got Light?

    CS release dates:

    CS   Sep 2003

    CS2 May 2005

    CS3 Apr 2007

    CS4 Sep 2008

    CS5 Apr 2010

    CS6 May 2012

    CS7 Sep 2013??

     

    I reported the bug in June 2012. 8 months later and there is no solution.

    I suspect we will see CS7 released before this is fixed and Adobe will expect us to buy a solution to the bug.

     

    Alan

     
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  • Currently Being Moderated
    Mar 29, 2013 7:55 PM   in reply to Jeff A Wright

    Adobe need to resolve this issue Right NOW!!!!!!!! This has gone to far!!!!!

     
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  • Currently Being Moderated
    Apr 24, 2013 5:40 AM   in reply to Got Light?

    Has anyone else had this problem go away? My laptop CS6 install has behaved perfectly for a few weeks now. I've no idea why.

    Alan

     
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