20 Replies Latest reply: Apr 2, 2013 6:55 PM by 123...567 RSS

    Why is serial number suddently invalid?

    123...567

      Having used PS4 for years and having installed it on several computers, I suddently have an "invalid" serial number.  After hours on "chat" and finally by phone I was told that my serial number had been "invalidated".  I was instructed to go back to the store where I bought the PS4 and work it out with them. The "store" was either Office Depot, Office Max, or Staples, years ago, and 500 miles away. I would have no hope of finding a receipt that old.  Even tax files only need to be kept for 3 years.

       

      I am aware that this has happened to others following an Adobe update.  I was told yesterday that Adobe could not help me unless I found the serial (registration) number.  Now that I found it, I am told that Adobe has no idea when or why the number was invalidated, and since I did not "register" it years ago, that Adobe cannot help me.

       

      I pointed out that not registering back years ago was not a big deal. There was a "register later" button, and most people just ignored registering.  For this, I should not have Adobe later, capriously, invalidate my serial number and try to force me into buying a $400 upgrade I don't want and don't need. (I am a mom who uses PS4 maybe three or four times a year). 

       

      I feel like I fell down the rabbit hole.  Can you please help me.  I just want my PS4 back working so that I can make some edits on my Easter pictures.

       

      Thank you,

       

      Carolyn

        • 1. Re: Why is serial number suddently invalid?
          Chris Cox Adobe Employee

          Photoshop 4 is ancient, and won't run on modern OS versions.

           

          Are you thinking of Photoshop CS4, or Elements 4, perhaps?

           

          It is possible that someone stole your serial number and published it somewhere - so it would be treated as a pirated serial number.

          You'll have to contact Adobe Customer Support to straighten that out.

          And yes, you'll probably need proof of purchase or registration (that you don't have) to validate that you own the serial number (since it was probably pirated and used by many people).

          • 2. Re: Why is serial number suddently invalid?
            123...567 Community Member

            It is photoshop CS4. Thank you for responding.

            • 3. Re: Why is serial number suddently invalid?
              the_wine_snob CommunityMVP

              This statement probably needs some more clarification:

              Having used PS4 for years and having installed it on several computers,

              That clarification might also hold some clues, regarding the S/N too.

               

              Good luck,

               

              Hunt

              • 4. Re: Why is serial number suddently invalid?
                123...567 Community Member

                That is something that I did not think of.  I have had this for years and many computers.  Do you supposed that some program flagged my serial number?  The worst part is that an Adobe update went into my computer and wiped out my registration number.  I feel like this type of “home invasion” should not be allowed. I can’t even begin to say how upset this makes me.  Adobe used some kind of update to dredge through my computer and on the pretext of updating my Adobe Reader or my Adobe Pro X, wiped out the registration number for my old PhotoShop CS4 software. Now, because I can’t find a receipt from years ago, Adobe is saying that it is just too bad; they can’t help me. This was over four years and two countries ago.

                 

                 

                 

                Carolyn

                • 5. Re: Why is serial number suddently invalid?
                  Willi Adelberger CommunityMVP

                  You can install your Photoshop on as many computer as you want. BUT you can activate it only on 2 computers. And you  are not allowed to use more than 1 Photoshop with the same serial at the same time.

                  You wrote that you have installed Photoshop on several computers in the past. If you have it activated on 2 computers you have to deactivate it at least on 1 computer to activate it on another one.

                   

                  Another cause of not working serial might be a non legal software as it is offered in several .ru-stores or other "OEM"-offerings. They might supply a working serial (and several viruses trojan horses as additional "bonus pack"). But when these programs (or others from Adobe) are updated they will not work any more.

                  • 6. Re: Why is serial number suddently invalid?
                    123...567 Community Member

                    Could that be the problem?  I have it active on another computer…at least I never DE-activated it (would have to figure out how).  But I was told they “invalidated” my number.  As to the non-legal software, I bought it years ago from either Office Depot, Staples or Office Max.  So I don’t think that is the problem.

                     

                     

                     

                    Thanks, Carolyn

                    • 7. Re: Why is serial number suddently invalid?
                      the_wine_snob CommunityMVP

                      For Deactivation, in other Activated installations, go to Help>Transfer Activation, and chose Deactivate.

                       

                      Good luck,

                       

                      Hunt

                      • 8. Re: Why is serial number suddently invalid?
                        123...567 Community Member

                        Thanks. Will try this. Carolyn

                        • 9. Re: Why is serial number suddently invalid?
                          Noel Carboni Community Member

                          I believe they "invalidate" serial numbers when said numbers are used somehow in a software piracy scheme, whereby lots of people use Photoshop with the same serial numbers.  Their intent is to close off peoples' ability to continue to use the software illegally. 

                           

                          They are essentially saying you have been using it illegally.

                           

                          There is a possibility you bought a counterfeit package, or there is a possibility that Adobe made a mistake.  I seriously doubt you'd come here asking like this if you knew it was an illegal copy, but the situation is not unlike having bought a fake Rolex watch.  Once it's discovered to be worthless, it's worthless, and you may be left holding the bag.  Rolex isn't going to replace it.

                           

                          It seems to me that Adobe refusing to work with you fails to acknowledge that they could have made a mistake.  Of course, they don't want to have to spend customer service money helping a lot of people who never paid them for their software, but it seems to me that they do have to take some responsibility for operating their activation system properly and not leaving a legitimate customer out in the cold.

                           

                          All that said, I doubt they're going to reverse their decision and give you back use of Photoshop CS4.

                           

                          Assuming that's the case, you've unfortunately missed the window to get upgrade pricing for Photoshop CS6 by 4 months.

                           

                          I'm sorry for your situation.

                           

                          -Noel

                          • 10. Re: Why is serial number suddently invalid?
                            Jeff Schewe Community Member

                            Noel Carboni wrote:

                             

                            I believe they "invalidate" serial numbers when said numbers are used somehow in a software piracy scheme, whereby lots of people use Photoshop with the same serial numbers.  Their intent is to close off peoples' ability to continue to use the software illegally. 

                             

                            It's called "Blacklisting" and it happens when the same serial number is being used by a lot of people trying to activate...it is a clear sign that the serial number has been pirated. Once blacklisted, the only way to fight it is proving the purchase was legit from a legit reseller.

                             

                            If you don't have proof of purchase, or have not registed the purchase, there's is nothing Adobe can or will do about it. It's really a case of buyer beware...if you buy software, it's up to the buyer to confirm the reseller is legit and the software should be registered with Adobe. If you try to register a pirated serial number, you'll find out quickly that the serial number is bogus and if done in a timely manner, might give the buyer time to do something about the bogus purchase.

                             

                            After all this time with the OP not even knowing when or where they bought it, there is little chance anything can be done and at this stage, I don't really think it's an Adobe problem to deal with.

                             

                            And actually, these forums do get a number of users who have bought pirated versions–often as OEM (which is bogus) or 2nd hand on Ebay (likely bogus). Not saying' the OP has done this but...

                            • 11. Re: Why is serial number suddently invalid?
                              123...567 Community Member

                              Thank, Noel.  It never occurred to me that someone might have used my copy of CS4 (which was in my office on a shelf) and distributed it.  If that happened, then it would seem that Adobe would feel justified in their actions.  It was not a counterfeit package, of that I am sure.  However, when the economy was good, we had quite a few people working for the firm, and it is always possible that someone was tempted by an “easy buck”.  It was just something that I never thought of as a possibility. I agree with you; they seem unwilling to even continue any dialogue.  I understand their position even if I continue to feel that “something” should be done.  If I was in their place, I am not sure what that “something” would be.  Just sweep the complainer under the rug and hope they go away.  J  I guess that works.  I don’t really have time to spend on this and since I only used this three or four times a year, will probably look for something else.  I only used 10% of the features. A good program that will take out “red-eye” and that I can edit when I accidently get the garbage can in the background is about all I need.  LOL.  I am definitely a “mom” user and don’t need all the fire power.  Anyway, thanks for your kind words.

                              • 12. Re: Why is serial number suddently invalid?
                                Curt Y Community Member

                                It is likely that "having installed on a lot of computers" has led someone to copy the version and sell or distribute it.  Without having registered it at the time of purchase you are not in a bad position.

                                 

                                One thing you can do is download the free version of CS2 and use that.  As a legitimate past user of PS I think that is about your best option.

                                • 13. Re: Why is serial number suddently invalid?
                                  Curt Y Community Member

                                  Here is link to CS2.  http://www.adobe.com/downloads/cs2_downloads/index.html  Use serial number provided.

                                  • 14. Re: Why is serial number suddently invalid?
                                    123...567 Community Member

                                    What a great and thoughtful suggestion!  Since I am just a “mom” user, I bet it is more than enough for me!  Thank you so much.  I will look that up and download it.

                                    • 15. Re: Why is serial number suddently invalid?
                                      123...567 Community Member

                                      Do you also wear shining armor?

                                      • 16. Re: Why is serial number suddently invalid?
                                        123...567 Community Member

                                        Went to the site.  I know it is the Win version, but there are 3 “disc”.exe; VCS.2 zip; and CS_2.0_WWE_1.exe.  Which one do you download?

                                        • 17. Re: Why is serial number suddently invalid?
                                          the_wine_snob CommunityMVP

                                          It was not a counterfeit package, of that I am sure.

                                          Going back a few years now, at about CS 3, or maybe CS 4, there WERE many counterfeit copies of PS, that made their way into the normal, certified re-seller stream. IIRC, all of those were "Printed in Singapore," but I could be mis-remembering there. Many certified re-sellers were totally blind-sided by those counterfeits, as they looked exactly like the legit copies, but for the "Printed in ___ ," in tiny print.

                                           

                                          However, there ARE ways that others could get your S/N, for a totally legit copy of PS, and one, as you mention, would be to go to your shelf, open the box, and copy the S/N from the disc/paperwork. Another would be an inadvertant posting of a S/N (something that the MOD's here normally delete, as soon as it's noticed - though before they do, many might have made note of it) to a forum. There are people in this world, who would never hesitate stealing your S/N, and then giving it to all of their friends. Often, the justification is that PS is expensive, and the friends, plus the thief, are poor, students, struggling, just need a helping hand, etc. We see such all too often here.

                                           

                                          First, I would pull out your box, and the discs, and look closely at the "Printed in ___ " small-print. Where does it list?

                                           

                                          As has been mentioned above, did you Register (different from Activation) you copy of PS? If so, Adobe should have a record of that, and it should also appear in your Adobe ID information. Check there.

                                           

                                          I wish that I had some easy "fix" for you, but that is the domain of Adobe Customer Support. I would call them (Live Chat can be OK for some things, but I think that this is beyond what they can likely do), and ask, citing what has happened to you, so far. If you can find the invoice/receipt from Office Depot, etc., have that, plus your package, handy, when you call.

                                           

                                          I wish you the best, and hope that both you, and your supplier, are not victims of counterfeiters.

                                           

                                          Good luck,

                                           

                                          Hunt

                                          • 18. Re: Why is serial number suddently invalid?
                                            the_wine_snob CommunityMVP

                                            Do you also wear shining armor?

                                             

                                            Yes he does!

                                             

                                            Hunt

                                            • 19. Re: Why is serial number suddently invalid?
                                              the_wine_snob CommunityMVP

                                              I do not do downloads, so this is but a guess: I would download all, and also extract the ZIP file in the same folder. It appears that that download site has the installer, then the actual program and maybe some 3rd party content. Others might know exactly what each file is about.

                                               

                                              Good luck,

                                               

                                              Hunt

                                              • 20. Re: Why is serial number suddently invalid?
                                                123...567 Community Member

                                                Thank you so much!