12 Replies Latest reply on Mar 1, 2018 5:00 PM by jarhtmd

    My Activated Products no longer show at Adobe.com

    jarhtmd Level 1

      I have boxed CDs, product codes/keys, etc for PhotoshopCS6 & Lightroom4.  CS6 has been installed & activated on 2 computers (desktop & laptop).  I "think" (but not sure) that LR4 was installed on desktop & activated on one of the computers (not sure which), but then deactivated.  The laptop died and I have bought a new laptop, on which I want to install CS6 and LR4.  Of course, that means I have to deactivate one of the existing instances of CS6 before installing.

       

      I want to leave CS6 (installed & activated) on my desktop computer.

       

      In the past my Adobe.com account listed all of my activated Adobe products along with their product codes.  I "think" that list including all (no longer used) previous versions of Photoshop that I had activated.  If I remember correctly, I could deactivate a product from my account.   I can not find my activated products.

       

      How do I insure that my Adobe products are properly activated?

        • 1. Re: My Activated Products no longer show at Adobe.com
          Ged Traynor Adobe Community Professional

          You will need to contact customer care

          Contact Customer Care

          • 2. Re: My Activated Products no longer show at Adobe.com
            jarhtmd Level 1

            I seem to click-in-circles trying to contact Customer Care.  None of the choices seems to really "fit" my situation.  Years ago I had a deactivation/activation situation that was solved rather quickly via phone &/or email.  I can't find either of those now.

            • 3. Re: My Activated Products no longer show at Adobe.com
              Ged Traynor Adobe Community Professional

              There is some Adobe staff that come along here and they may pick up on this thread

              • 4. Re: My Activated Products no longer show at Adobe.com
                gener7 Adobe Community Professional & MVP

                If you are speaking of permanent licenses, they are listed here: Adobe ID

                 

                There is no activation deactivation unless you purchased a creative cloud plan which has deactivate/activate option next to your registered PCs.

                 

                Nevertheless, install and see if it activates. If not  let us know and we see if we can get an employee.

                 

                Gene

                • 5. Re: My Activated Products no longer show at Adobe.com
                  jarhtmd Level 1

                  Thanks a million for your reply.

                   

                  All my versions of Photoshop are shown.  I'll Install CS6 & see what happens.

                   

                  Mt Lightroom4 is not listed.  I'll wait until the verdict is in on CS6 before dealing with LR, but should I register LR4 before installation or will it be registered during the installation process?

                  • 6. Re: My Activated Products no longer show at Adobe.com
                    gener7 Adobe Community Professional & MVP

                    Usually on install, it will ask. If it does not, go to the bottom of the product list in your account and you will have a chance to add a new product.

                     

                    Gene

                    • 7. Re: My Activated Products no longer show at Adobe.com
                      jarhtmd Level 1

                      Both CS6 & LR4 seemed to install & run OK on my laptop.  Adobe Camera Raw also seemed to work OK.  I say seemed because I only very superfically tested . . . only opening a photo or 2 with each.  LR4 was run in trial/testing mode w/o serial#, because I was away from home when I tested LR4.   In fact, I was at a camera club LR discussion. Then when the S/n was handy again, I tried to register/activate upon execution.  The pop-up panes were tiny (maybe a function of some settings of new Win10 laptop), but I'm sure I completed everything properly.  To my surprise, there was a pop-up for "Available Update" (current version 4.0 (build 814577)), but the updates didn't d/l.  There was another very small pop-up (maybe explaining why), but it was behind the Update pane.  I couldn't resize/move/close anything.  LR4 was hung up.  Nothing worked.  I tried restarting the computer.  LR4 was preventing restart, so I clicked "Restart Anyway".  Re-execution of LR4 went directly to the "hung" screen.  What do I need to do to get it to run?

                       

                      On my desktop computer (where LR4 is not yet installed), I successfully registered "an older product" by keying the LR4 s/n.  However, the Platform says "Multiple".  LR4 is NOT installed on another computer. 

                       

                      Remembering back a couple of years ago, I had a desktop computer hard drive that died.  I had tested LR4 "a little" whenever I 1st got it, but never learned much about it.  Based on the "Multiple" on the registration, I must not have uninstalled it before the crash and since I wasn't using it, I had just put it out of my mind.  Bottom line is, I have always had & still have the CD in my possession.

                       

                      Will I be able to install LR4 on my desktop computer?

                      • 8. Re: My Activated Products no longer show at Adobe.com
                        gener7 Adobe Community Professional & MVP

                        Photoshop I can help you with, but not Lightroom. Use this forum: Lightroom Classic CC — The desktop-focused app

                         

                        Gene

                        • 9. Re: My Activated Products no longer show at Adobe.com
                          ssprengel Adobe Community Professional & MVP

                          Multiple Platform means both PC and Mac, not multiple installations.

                           

                          Try asking on the LR forum as suggested in the previous reply.

                          • 10. Re: My Activated Products no longer show at Adobe.com
                            ssprengel Adobe Community Professional & MVP

                            You may be able to get a live-chat window (during active hours for your location) by starting here and clicking through these steps:

                            https://helpx.adobe.com/contact/support.html

                            1.  What can we help  you with:  Adobe Photoshop or Adobe Photoshop Lightroom

                            2.  What type of issue:  Licensing and Activation (or Serial Numbers and Activation Codes)

                            Try one of these articles - skip to bottom and click blue button ( Show me my contact options )

                            3.  Would you like to Contact Us:  Click Chat 24 hours a day 7 days a week

                            3.  Support - Chat

                            Provide a brief description of your issue

                            Start chat

                            • 11. Re: My Activated Products no longer show at Adobe.com
                              ssprengel Adobe Community Professional & MVP

                              Also, the current versions of your products are CC subscription activation, now, rather than serial numbers, and you can handle CC things online at accounts.adobe.com which you've apparently been to, already, but for older products you have to talk to someone that knows how to do the older legacy products, and if the policy is to actually support their activation this many years, later.

                              • 12. Re: My Activated Products no longer show at Adobe.com
                                jarhtmd Level 1

                                Thanks, ssprengel.  I'll save your link & instructions for live-chat. Being unable to contact Adobe directly has always been a big frustration for me.  She said that I should uninstall the CD LR4 version and start anew, using a version (for which she provided D/L link) and the Product# for my CD.

                                 

                                She verified that "multiple platforms" in registered products of my adobe.com account just indicated that it can be used on both windows and mac.  Every application (even old, unsupported versions, like LR4 & CS6) still need activation.

                                 

                                I download, but before uninstalling I tried running the problem LR4 again.  Would you believe that, altho' it opened with the "Updates Available" and hidden error panes, but I was able to move the to make it visible and to reject the "updates" and it seems to be working OK now.  The error pane was basically informational, that the product# was already registered.

                                 

                                Just to be doubly save, I will save the downloaded version to a CD.  Hopefully, it'll never be needed again.

                                 

                                Thanks, everyone, for your help.