3 Replies Latest reply on Nov 7, 2014 3:29 AM by station_two

    Transferring license from a stolen device to a new device

    pualanin

      I purchased Adobe Photoshop CS6 and installed one license on a desktop and the other on a laptop. My laptop was recently stolen and I would like to find out if that license can be cancelled and transferred to a new laptop. Please advise.

        • 1. Re: Transferring license from a stolen device to a new device
          Mylenium Most Valuable Participant

          You have to contact support. Your old serial gets blacklisted and after some paperwork you get a new one.

           

          Mylenium

          • 2. Re: Transferring license from a stolen device to a new device
            Level 5

            Please note that you are NOT addressing Adobe in these user forums.

             

            Under normal circumstances, at this point, I would advise you to contact Adobe Customer Service, since only they can help, but it so happens that I tried to accomplish exactly what you describe (my laptop did not get stolen, but its HD died) three days ago and I got a customer service representative by the name of Tajinder and an IQ evidently in the room temperature range, who insisted they have no means of deactivating applications.

             

            Below are pertinent excerpts from the Customer Service chat:

             

            info: You are now chatting with Tajinder.

            Tajinder: Hello! Welcome to Adobe Technical Support. How may I assist you?

            Tajinder:

            Me: Hello Tajinder.

            Tajinder: Hello! Welcome to Adobe Technical Support. How may I assist you?

            Tajinder:

            Tajinder: Hello! Welcome to Adobe Technical Support. How may I assist you?


            Me: I need to Decactivate one of my Photoshop CS4 installs. My Macbook drive died and i want to install it on my Mac Pro


            Tajinder: Sure,Could you tell me what is the error you have while installing ?


            Me: Deactivate the Photoshop CS4 installed on my Mac Book please

            Me: I have no error. READ carefully.

            Me: II need the installed copy DEACTIVATED it.!

            Me: Good grief! What is the matter with you?


            Tajinder: Please try to install the product if you have any issue i will help you as we do not have any option to deactivate the product.


            Me: Essentially, I have one copy of Ps CS4 on a G5 and want to install the other one on a Mac Pro.


            Me: OK, it's like talking to a bloody brick Wall. You must be a robot, not a human being.


            Me: What time is it in India right now? Maybe I can call at another time when you have more staff on duty.


            Tajinder: Its 11.20 am now.Also we do not have support for cs4 products.


            Me: It is NOT tech support, for god's sake. It's deactivating one of my copies, and that is a task only you can perform.

            Me: I'm willing to escalate this all the way Tajinder, your service is unacceptable.


            Tajinder: I can understand your issue but we do not have any option to deactivate the product you can deactivate the product on you end.

            Tajinder: Open the product if its installed then click on help and deactivate the product.


            Me: Only YOU can deactivate an installed copy that is no longer . Don't be an IDIOT, I cannot access the product because the hard drive is DEAD!

            Me: The applicatiuon will be installed in an entirely different Mac.


            Tajinder: In this case please try to install the product,If you have any issue i can help you to fix.


            Mea: Be back to you later. Have a good lunch!


            Tajinder: Thank you for contacting Adobe. Good Bye!

            • 3. Re: Transferring license from a stolen device to a new device
              Level 5

              Mylenium wrote:

               

              You have to contact support. Your old serial gets blacklisted and after some paperwork you get a new one.

               

               

              Well, that Tajinder fellow in the chat transcribed above did not have a clue about that, Mylenium.

              • 4. Re: Transferring license from a stolen device to a new device
                Level 5

                Incidentally, I went ahead and installed as well as activated CS4 on the Mac Pro desktop without incident. It and the twin install on the PPC G5-Quad desktop have been running fine ever since.

                 

                There are two possibilities here:

                 

                1.— the copy on the Mac Book laptop got automatically deactivated after several months of inactivity (zero contact with the mother ship since January or so), as the machine was effectively dead to the world since early this year because the HD died; or

                 

                2.— Adobe's control over the issue is far more lax and ineffective than we had been led to believe.

                 

                I don't know which one applies; but I'm just glad to be up and running without my having to deal with that guy in India.