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Currently Being Moderated

Encore CS6 is asking for a Serial Number when I have Creative Cloud

Nov 6, 2012 8:30 AM

Tags: #encore #cs6 #creative_cloud #serial_number_problem #chat_support #unlicensed #cannot_run_in_trial_mode

I have the same problem identified here:

 

http://forums.adobe.com/thread/1024884

 

I am running Windows 7 on a new Dell Vostro, have a subscription to Creative Cloud, have never installed a trial version of the software, and recently installed Premier Pro. The first time I try to run Encore, I get the two screens shown in that thread and repeated here:

 

Encore_cannot run.png

"Adobe Encore CS6 cannot run in trial mode. Please relaunch the application and provide a valid serial number."

Encore_wants_serial_number.png

"Adobe Premier Pro. Provide a serial number."

 

I had previously got the problem identified here:

 

http://helpx.adobe.com/premiere-pro/kb/missing-sequence-presets.html

 

Following the recommendations fixed the problem, but still Encore has the same issue.

 

When I access this URL:

 

https://lm.licenses.adobe.com/

 

I get the message:

 

"Congratulations! You have successfully connected to Adobe License Management Server."

 

It appears this is a common problem, but there does not seem to be a common solution. For example, here:

 

http://forums.adobe.com/message/4677807

 

and

 

http://forums.adobe.com/message/4589055

 

I checked and have no "Hosts" file.

 

Further, here:

 

http://forums.adobe.com/message/4677888

 

I have found that waiting or rebooting the PC does not fix the problem.

 

Lastly, I tried that proposed here:

 

http://www.seangw.com/wordpress/2012/08/help-photoshop-cs6-asks-for-se rial-number-after-signing-up-for-creative-cloud/

 

And that did not work either.

 

Illustrator, Photoshop, and Premiere Pro all work fine.

 

So, what is the solution?

 

Update, 2012-11-06. I spent 30 minutes on a chat session with Adobe support. The support person told me emphatically that Encore is not part of Creative Cloud and can be obtained only by buying Premiere Pro and not from the Creative Cloud subscription. To prove the point, the support person pointed me to this page:

 

https://creative.adobe.com/apps

 

Now on that page, Adobe has done something clever and stupid. If you view the page with XP (for example), it does not show Premier Pro because Premiere Pro works only on a 64 bit OS. If you view the same page under Windows 7 it does show Premiere Pro. I think it would be better if Adobe showed the application (possibly greyed out) with a note that it cannot be installed on the PC that is viewing the page. Well, I was having the chat on my laptop (running XP) and I guess the support person was also on XP so the case was proved!

 

But I sent him a link to this page:

 

http://www.adobe.com/products/creativecloud/tools.html

 

However, the support person told me I needed to contact sales. I called them and asked the support guy to wait on the chat session until I had an answer. The lady in sales said that Encore is definitely included in Creative Cloud. But as I was about to relay that information to the support person, he ended the chat session!

 

The pleasant lady in sales said she would transfer me to phone technical support. I was on hold for 60 minutes and had to quit to go and do a task.

 

Perhaps this will be resolved and I shall update this thread ...

 
Replies
  • Currently Being Moderated
    Nov 6, 2012 4:24 PM   in reply to too_often

    Sorry to hear about all the difficulties you have experienced. Thank you for providing all the detail you have. Someone from Adobe will contact you. If needed you can contact me directly at kenrice@adobe.com.

     
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  • Currently Being Moderated
    Dec 20, 2012 1:16 PM   in reply to too_often

    I had the same problem, I deleted all the entries linked to adobe.com in the hosts file located in /private/etc.

     

    Everything worked afterwards.

     
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  • Currently Being Moderated
    Jan 29, 2014 9:29 PM   in reply to too_often

    I'm running Mavericks 10.9.1

     

    I opened Adobe Enore today and it asked 'Provide a serial number' and would not launch the application.

    Obviously I don't have a serial number being a Creative Cloud subscription.

     

    I opened the Creative Cloud Preferences, changed the Language from English (North America) to English (International)

    Quit all Adobe programs and quit Creative Cloud

    Launched Creative Cloud, opened Encore and it worked perfectly

     
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  • Currently Being Moderated
    Jan 31, 2014 9:54 PM   in reply to too_often

    Only for Mac trysimilar on windows to see .

     

    Hello ,

     

    You  need to follow this :

     

    MAC OSX

     

    Go to finder - > Go To folder ( Command + SHIFT + G )  type  /etc  press return .

     

    Then look for in the folder for " Hosts " copy paste it to your desktop, open it with Text editor  and erase everything .

    Put this " ### Host Database## localhost is used to configure the loopback interface# when the system is booting.  Do not change this entry.##127.0.0.1 localhost255.255.255.255 broadcasthost::1             localhost fe80::1%lo0 localhost "

     

    save  then copy replace in the Hosts Folder . There you go  launch any application . and it will work .

     
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  • Currently Being Moderated
    Mar 17, 2014 1:57 PM   in reply to too_often

    I got help with this problem.

     

    You only need to sign out from the creative cloud. Go to preference, sign out. Open Premiere Pro CC, help sign out.

    Then re-open premiere pro cc and sign back in, and you should now be able to open encore as well!

     

    Worked for me!

     
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  • Currently Being Moderated
    Mar 20, 2014 11:47 AM   in reply to MikkelGythfeldt

    Ensure you installed Encore CS6 with steps decsribed here:

    http://helpx.adobe.com/encore/kb/encore-cs6-installed-cc.html

     

    Note: When uninstalling Premiere Pro CS6 on Mac, be sure to run the uninstaller from /Applications/Utilities/Adobe Installers to uninstall

     

    Thanks,

    - Dave

     
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  • Currently Being Moderated
    Mar 20, 2014 1:17 PM   in reply to too_often
     
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