11 Replies Latest reply: Dec 21, 2013 6:52 PM by Imjustasimplegal RSS

    Serial Number Won't Work...

    msuner Community Member

      I have read through this forum as far back as 2008, have found the same issue and still no answer. I have purchased an upgrade from CS2 to CS4 Extended. The serial number provided for the new product works fine but Adobe could not find the existing CS2 on my machine to qualify for the upgrade. I went to "My Account" on the Adobe site, navigated to the Registration List Page, copied the serial number then pasted it into the Upgrade Check box where it asks for the serial number. The error message that I get states that "The serial number that you have entered does not match the product selected." Trying to get through to Adobe Customer Service seems to be a practice in futility as I seem to be going around in circles. Would anyone have a solution to this issue?

       

      Thanks,

       

      Mike Suner

        • 1. Re: Serial Number Won't Work...
          juny_jy Community Member

          Copying-and-pasting from Web page may contain tab, space, or carridge-return characters, or HTML tags.

           

          Try the following procedure.

           

          1. Copy your serial number on the Web page.
          2. Start a text editor.
          3. Paste the serial number copied to the text editor window.
          4. Check the serial number in the text editor window.

           

            • If the serial number is OK, copy the serial number again from the text editor window and paste it to the serial number input box.

           

            • If thr serial number contains any extra characters, correct them in the text editor window.
              After correcting the serial number, copy it from the text editor window and paste it to the serial number input box.

           

          Or, type your serial number.

          • 2. Re: Serial Number Won't Work...
            msuner Community Member

            Thank you for responding. I have pasted the serial number to Notepad,

            copied the number from Notepad and pasted the number into the space

            provided in the PS Upgrade Check window. The problem persists. I'm

            thinking about removing the trial version from the computer, downloading

            the purchased version and installing from scratch. Initially Adobe was

            saying that there was no need to remove the trial version, just enter

            the serial number when prompted. I'm not so sure about that at this point.

             

            P.S. I followed your instruction and typed the number into the box and

            the result is the same.

             

            Thanks...

            • 3. Re: Serial Number Won't Work...
              MichaelKazlow CommunityMVP

              If you had the trial version on your computer you should run the CS4 Cleanscript. Then try to install your new version.

               

              http://www.adobe.com/support/contact/cs4clean.html

              • 4. Re: Serial Number Won't Work...
                BobLevine CommunityMVP

                Is this a Photoshop CS2 to Photoshop CS4 question? If so, is Photoshop CS2 a stand alone install or a part of the suite?

                 

                If it's part of the suite you're out of luck...you can't upgrade individual apps.

                 

                Bob

                • 5. Re: Serial Number Won't Work...
                  msuner Community Member

                  Thank you Michael,

                   

                  I went through the process of uninstalling, cleaning the registry, reinstalling and the whole deal. The result was the same, I'm sorry to say. I'm begining to think I may have chosen the wrong procuct.

                   

                  Thanks again..

                  • 6. Re: Serial Number Won't Work...
                    msuner Community Member

                    Greetings Bob,

                     

                    My copy of CS2 is a suite. I was assuming that PS CS4 was also a suite or at least part of a suite. Suddenly I'm confused and maybe need to upgrade to a different program. Going through the process again of seeing what is available and what I might qualify for it seems that either the Master Collection or Producton Premium is the way to go. Production Premium is more affordable, the question now is how to make the switch since I already paid for PS CS4?

                     

                    Thanks for your input,

                     

                    MSuner

                    • 7. Re: Serial Number Won't Work...
                      BobLevine CommunityMVP

                      Adobe offers a 30 day money back policy. You must buy the CS2 suite to CS4 suite upgrade.

                       

                      You don't say which CS2 suite you have so I can't give you much more info. Check the site for upgrade eligibility and upgrade/upsell paths.

                       

                      Bob

                      • 8. Re: Serial Number Won't Work...
                        msuner Community Member

                        Hello Bob,

                         

                        I have Adobe Creative Suite Premium, Version 2.0. I did purchase the upgrade. The latest information I have is that CS2 Premium does qualify for an upgrade. But then I'm not really sure anymore. I have come across at least one page that does not include CS2 Premium as a qualifying application for an upgrade. I may wind up on the phone with sales to verify...

                         

                        Thanks again,

                         

                        MSuner

                        • 9. Re: Serial Number Won't Work...
                          MichaelKazlow CommunityMVP

                          The problem is that while a program MAY qualify for an upgrade Adobe sells many different upgrade packages and you must purchase exactly the right one. For example, they may have a different upgrade package for Photoshop to CS4 Premium than for CS2 Premium to CS4 Premium, and from CS2 Standard to CS4 Premium. Its a pain, but it is the way it is.

                          • 10. Re: Serial Number Won't Work...
                            msuner Community Member

                            Thanks to all,

                             

                            I finally managed to contact someone at customer service, after what seemed like days of being on hold, and was able to initiate a refund for PS CS4 and then purchase CS4 Production Premium. I'm waiting for the package to be delivered. Once I have it up and running I'm sure all will be good again. The process of getting the right product put a few more gray hairs on my head, not that anyone would notice.

                             

                            MSuner

                            • 11. Re: Serial Number Won't Work...
                              Imjustasimplegal

                              I am so frustrated with this bloody program - if the problem with serial numbers goes back for years, why the hell hasn't Adobe corrected the problem. I can't download the trial Photoshop because it keeps downloading as a Windows program and I have a Mac. I've spent hours trying to get my program. If anyone at Adobe acvtually ever looks at these postings then tell them to get off the pot and correct an on-going problem