8 Replies Latest reply on Jan 19, 2012 7:57 PM by Jeffrey Tranberry

Adobe won't let me upgrade

w.d.oneil Jan 19, 2012 3:19 PM

I've been using Photoshop CS3 Extended since mid 2007. I bought a physical DVD from a dealer on the Web that I had reason to believe was legit and it came in standard packaging. I've installed and used it on three different machines without any difficuly at all.

Now I decided to upgrade to CS5. But the upgrade does not see my CS3 and when I try to enter my serial number I get a message saying that it's not for a qualifying product. Adobe does not even provide any way to ask them what is going on.

There is no marking of any kind on the CS3 disc or packaging to indicate that it is "not a qualifying product" for upgrade, nor can I find anything to that effect in its license.

Has anyone else had similar problems? Is there any way to appeal to Adobe, short of suing them? (I'm in a mood to sue, and in a position to do so in a way that would at least cost Adobe a great deal more than it would cost me.) If I were to buy a full product version of Photoshop today is there any assurance that it would be upgradable when the time came?

1. Re: Adobe won't let me upgrade

Curt Y Jan 19, 2012 3:48 PM (in response to w.d.oneil)

If you had extended before you would have to upgrade to CS5 extended.

If you upgrade to standard edition it would be the wrong s/n.

What did you upgrade to?
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2. Re: Adobe won't let me upgrade

w.d.oneil Jan 19, 2012 4:09 PM (in response to Curt Y)

I'm trying to upgrade to standard, but it says that CS3 Extended is a qualifying product -- just not my CS3 Extended.
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3. Re: Adobe won't let me upgrade

Chris Cox Jan 19, 2012 4:36 PM (in response to w.d.oneil)

You need to contact Adobe Customer Support and let them figure out why the CS3 license is not being accepted.

And so far it sounds like you haven't tried to contact Adobe at all beyond posting here...
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4. Re: Adobe won't let me upgrade

w.d.oneil Jan 19, 2012 4:57 PM (in response to Chris Cox)

I would love to contact Adobe Customer Support, but I have spent a lot of time probing around the Adobe Web maze looking for a way to do it, without result.
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5. Re: Adobe won't let me upgrade

Noel Carboni Jan 19, 2012 5:44 PM (in response to w.d.oneil)

You need to CALL them for that kind of support.

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

I'm curious... Did you actually activate your software on 3 different machines simultaneously (I.e., without deactivating it)? That shouldn't be possible.

-Noel
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6. Re: Adobe won't let me upgrade

w.d.oneil Jan 19, 2012 6:36 PM (in response to Noel Carboni)

No, successive machines as I migrated to new platforms.
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7. Re: Adobe won't let me upgrade

Chris Cox Jan 19, 2012 6:40 PM (in response to Noel Carboni)

Customer Support also has a web chat available.
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8. Re: Adobe won't let me upgrade

Jeffrey Tranberry Jan 19, 2012 7:57 PM (in response to w.d.oneil)

Do you remember where you purchased your copy of CS3?

Protect Yourself From Pirated and Counterfeit Software: http://adobe.ly/qASJDH
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