1 2 Previous Next 40 Replies Latest reply: Apr 25, 2013 1:53 PM by Kimmy9999 RSS

    Desperate Help Needed re CS6 Activation/Installation Problem

    Rob Rothman Community Member

      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.

        • 1. Re: Desperate Help Needed re CS6 Activation/Installation Problem
          Nikhil Bisne Employee Hosts

          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

          • 2. Re: Desperate Help Needed re CS6 Activation/Installation Problem
            Rob Rothman Community Member

            I do not subscribe (nor have I ever subscribed) to Creative Cloud.  I have the version of CS6 which was installed directly from disks and is not part of a CC subscription.  Therefore, the referenced document does not apply (and indeed it is impossible to perform the suggested tasks, which include signing on with one's Creative Cloud ID.

             

            Therefore, as of now this probloem remains unresolved.

             

            Robert Rothman

            • 3. Re: Desperate Help Needed re CS6 Activation/Installation Problem
              Jeff A Wright Employee Hosts

              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-applications-repeatedly.htm l.  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.

              • 4. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                Rob Rothman Community Member

                The description of the problem sounds just like what I'm running into -- but I tried opening the 32-bit version of Photoshop and got the same screen telling me that I had the trial version.  So it looks like the problem I have is different than that which has already been reported.

                 

                Rob Rothman

                • 5. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                  Jeff A Wright Employee Hosts

                  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.

                  • 6. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                    Rob Rothman Community Member

                    I have done so numerous times.  Each time, I waste hours first trying to get through, then re-explaining the problem and then walking through the same attempted fixes that have already been tried over and over.

                     

                    I had high hopes that the document that you cited me to would provide, if not a solution, at least confirmation that the problem had been reported and was being worked on (and that there was nothing else to be done for the moment).  However, since that document seems to indicate a problem only with the 64-bit version, it appears that my problem is different since it also showed up when I tried to open the 32-bit version.  (Note that it also occurs with InDesign, which does not have separate 64- and 32-bit versions).

                     

                    In light of all this, what can I do so that I at least use the software?  Will it allow me to enter the serial number (which is the only way I can run the CS6 components) an unlimited number of times, or will there come a time when it no longer lets me open it at all?  If the former, then it's quite inconvenient but would at least be usable; if the latter, then effectively I have no use at all of a very expensive piece of software.  So far, I've been afraid to use it until I get some sort of resolution.

                     

                    Rob Rothman

                    • 7. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                      Jeff A Wright Employee Hosts

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

                      • 8. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                        johnodzi Community Member

                        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.

                        • 9. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                          Jeff A Wright Employee Hosts

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

                          • 10. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                            johnodzi Community Member

                            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.

                            • 11. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                              Jeff A Wright Employee Hosts

                              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.

                              • 12. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                Rob Rothman Community Member

                                Johnodzi, how did you manage to get through to the senior-level person?  Each of the last few times I've been in touch with them, I've tried to do just that, without success.  I've told the reps I've spoken to, adamantly and repeatedly, that this has gone far enough and needs to be taken to the next level -- and everybody I've spoken to has calmly ignored my entreaties and has instead wasted my time by trying to deal with it on the junior level by trying the same things that have repeatedly not worked.

                                 

                                Rob Rothman

                                • 13. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                  apb_liv Community Member

                                  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-applications-repeatedly.htm l 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

                                  • 14. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                    johnodzi Community Member

                                    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

                                    • 15. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                      radish88 Community Member

                                      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.

                                      • 16. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                        apb_liv Community Member

                                        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

                                        • 17. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                          Rob Rothman Community Member

                                          The "too many activations" problem is precisely what I was worried about, and is why I've been afraid to keep running it (and entering the serial number each time).  In the above thread, Jeff Wright had assured us that it would not be a problem, but it sounds like it is.  Apb_liv, how do you manage to get through to somebody at Adobe to get it reset?  Do you have to spend a few hours each time first waiting to get through to somebody and then explaining it to ten different people before you can this done?

                                           

                                          To Jeff (or any other Adobe personnel):  Since the underlying problem evidently does not currently have a resolution, is there any way to arrange for us to get the activation reset on an expedited basis when needed (i.e., without having to re-explain the problem multiple times) so we can at least use the "reactivate every time" workaround ?

                                           

                                          Rob Rothman

                                          • 18. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                            Jeff A Wright Employee Hosts

                                            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.

                                            • 19. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                              radish88 Community Member

                                              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!

                                              • 20. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                                PattiKatai Community Member

                                                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!

                                                • 21. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                                  Jeff A Wright Employee Hosts

                                                  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.

                                                  • 22. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                                    chesterr_mizik Community Member

                                                    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

                                                    • 23. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                                      PattiKatai Community Member

                                                      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...

                                                      • 24. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                                        Got Light? Community Member

                                                        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!

                                                        • 25. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                                          PattiKatai Community Member

                                                          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!

                                                          • 26. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                                            Got Light? Community Member

                                                            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.

                                                            • 27. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                                              Jeff A Wright Employee Hosts

                                                              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.

                                                              • 28. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                                                apb_liv Community Member

                                                                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

                                                                • 29. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                                                  Jeff A Wright Employee Hosts

                                                                  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.

                                                                  • 30. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                                                    Got Light? Community Member

                                                                    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.

                                                                    • 31. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                                                      Jeff A Wright Employee Hosts

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

                                                                      • 33. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                                                        Got Light? Community Member

                                                                        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: 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!

                                                                         

                                                                         

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                                                                        • 34. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                                                          Jeff A Wright Employee Hosts

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

                                                                          • 35. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                                                            Got Light? Community Member

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

                                                                            • 36. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                                                              Jeff A Wright Employee Hosts

                                                                              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.

                                                                              • 37. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                                                                apb_liv Community Member

                                                                                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

                                                                                • 38. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                                                                  Got Light? Community Member

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

                                                                                  • 39. Re: Desperate Help Needed re CS6 Activation/Installation Problem
                                                                                    apb_liv Community Member

                                                                                    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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