4 Replies Latest reply: Jun 21, 2013 12:07 PM by David__B Branched to a new discussion. RSS

    Creative Cloud serial number question

    acm_adobe Community Member

      I just downloaded a few of the new Creative Cloud apps.  When I open any of the new CC programs - I receive a message that requests I enter a serial / license number to register the software.  I can't find any such number in the order information I received from Adobe when I signed up for Creative Cloud.  Logging in with my Adobe username does not circumvent this problem.  How can I activate this CC software?  Do I need a license number?

       

      Also - for some reason Adobe thinks I have CS6.  I have an older version of CS5 - but I don't have CS6.  I suspect this may be part of the problem. 

       

      Any thoughts?

      Thanks!

        • 1. Re: Creative Cloud serial number question
          David__B Employee Hosts

          Hi ACM,

           

          Try launching the Adobe Application Manager or Creative Cloud desktop from either the Start Menu (WIn)or Applications folder (Mac). If it opens the Adobe Application Manager it should update itself to the Creative Cloud desktop automatically.

           

          Once the Creative Cloud desktop is open, sign out of the app from the Preferences > General > Account section.

           

          Once signed out, launch a CS6 product, click the "License this software" button and sign in with your Adobe ID again.

           

          -Dave

          • 2. Re: Creative Cloud serial number question
            acm_adobe Community Member

            Hi David.

             

            Thanks for your response.  I did exactly as recommended and I'm having the same issue. 

             

            The thing is - I do not have any CS6 software, unless the software apps that I downloaded with my Creative Cloud subscription area CS6? 

             

            At any rate, when I start a program, like Photoshop, it still asks me for a serial number to license the software. 

             

            Can you think of anything else that might help? 

            Thanks!

            • 3. Re: Creative Cloud serial number question
              akshay Employee Hosts

              Hi Acm,

               

              It could ask you for a serial number if your computer is unable to connect to Adobe's server for authentication of your subscription.

              This could be because of limited internet connection or some 3rd party software which might be blocking the activation of creative cloud.

               

              -Akshay

              • 4. Re: Creative Cloud serial number question
                David__B Employee Hosts

                Hi ACM,

                 

                Sorry to hear that didn't work, thanks for trying. If you had a subscription prior to the recent CC release you would probably already have CS6 products installed. If you just joined, you'd probably start with the CC versions, though there is still a way to get the CS6 versions if you wanted.

                 

                Inside of the Creative Cloud desktop app, under the apps tab, all of your currently installed apps are listed at the top under the "YOUR APPS" section, further down is the "FIND NEW APPS" section where you can install any of the CC versions.

                 

                Some questions for you:

                • Why does it think you have the CS6 versions, where is this appearing?
                • Are you on Windows or Mac and what version?

                 

                It appears you activated your membership on one computer already on June 19th, if this is a different computer, its possible something could be preventing the computer from activating causing this serial number prompt to happen.

                 

                If you go here:

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

                 

                Do you get a Congratulations! You have successfully connected to Adobe License Management Server. message?

                 

                If something was blocking activation the troubleshooting steps in this document might help:

                http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

                 

                -Dave