Problems de-activating CS6 (in a Master Collection)
Discussion
3 replies
Posted by Genny K. on September 13, 2017 at 6:41 PM
I am having a problem, and was wondering if anyone knows anything about this.
Several years ago, I purchased Creative Suite 6 Master Collection from Adobe, as a paid download. I put it on a laptop that belongs to the company, and now I need to deactivate the program so I can return the laptop to the company.
I have not used the program in quite awhile, and the only program I used of the collection was Photoshop 6. However, I bought and installed and used this back in 2013. Recently, when I opened PS6 to try to deactivate it, it came up with a window about starting a TRIAL period. I went to my Adobe account and looked at it just to verify that they knew I had a completely paid-for version. Yes, the original order is on there.
I have been scouring the Adobe help pages looking for help on this, but not really finding anything for my exact situation. I did go ahead and open up PS6, and it now does NOT say anything about a trial, but it might the next time I open it??? I did find a topic that said if the program you were trying to deactivate was in a collection, you should open one of the other programs and deactivate it. So, I opened Illustrator, but immediately got a popup that said this is a trial and I have 30 days to buy the program.
HELP!
Has anyone run into something like this? I am now into my 2nd hour of being on the phone or on hold with Adobe. First, I got a gal who I could barely understand. After many back and forths, she wanted me to just uninstall the program, without deactivating it. I told her I didn't want to do that, as the help pages specifically say that's not right. I lose that activation if I do that. She was obviously frustrated that I wouldn't do what she wanted. She said she was forward me on to someone else. After 40 minutes of waiting, I ended that call, and started over. I think I got the same person again, and after describing the issue, she again said she would send me on to someone else. I am still on hold at this time.....not sure what to do next.
Posted by Keith Bauer on September 13, 2017 at 8:16 PM
Any chance that you also have Photoshop CC or one of the Creative Cloud programs on that computer. The message you are getting sounds like you do and that you are not logged into your Creative Cloud account......
Posted by Paul DeCesare on September 14, 2017 at 2:21 AM
Simply tell them you cleaned your install off with the cleaner tool, and now you just want to ensure your license is deactivated. They'll take it from there. If you get the right person. this will get cleared up pretty quick.
If they ask about deactivating from the Help menu, blah blah blah, just tell 'em the drive is wiped of all Adobe files and you simply need the serial number cleared.
Let us know how it goes!
Posted by Genny K. on September 14, 2017 at 3:59 PM
Thank you so much for the replies. No, I am sure I do not have any Cloud programs on there. About 10 minutes after I posted that, I got a different person at Adobe. He did walk me through some things, and I don't know if he changed anything, but it did clear up the trial version issue. My issue now is the company security on the laptop, which does not want to let me deactivate it. That is another whole issue that I can talk with my super-computer-expert boss about, since I actually own the software. The company IT security is horribly cumbersome and screws up everything. Even the local IT people hate it.
Paul, thanks very much for the link, that may be my solution.
it is going to have to wait for a bit, as we are going camping for the next week.......I need some fun!
Thanks again.
Discussion
3 repliesSeveral years ago, I purchased Creative Suite 6 Master Collection from Adobe, as a paid download. I put it on a laptop that belongs to the company, and now I need to deactivate the program so I can return the laptop to the company.
I have not used the program in quite awhile, and the only program I used of the collection was Photoshop 6. However, I bought and installed and used this back in 2013. Recently, when I opened PS6 to try to deactivate it, it came up with a window about starting a TRIAL period. I went to my Adobe account and looked at it just to verify that they knew I had a completely paid-for version. Yes, the original order is on there.
I have been scouring the Adobe help pages looking for help on this, but not really finding anything for my exact situation. I did go ahead and open up PS6, and it now does NOT say anything about a trial, but it might the next time I open it??? I did find a topic that said if the program you were trying to deactivate was in a collection, you should open one of the other programs and deactivate it. So, I opened Illustrator, but immediately got a popup that said this is a trial and I have 30 days to buy the program.
HELP!
Has anyone run into something like this? I am now into my 2nd hour of being on the phone or on hold with Adobe. First, I got a gal who I could barely understand. After many back and forths, she wanted me to just uninstall the program, without deactivating it. I told her I didn't want to do that, as the help pages specifically say that's not right. I lose that activation if I do that. She was obviously frustrated that I wouldn't do what she wanted. She said she was forward me on to someone else. After 40 minutes of waiting, I ended that call, and started over. I think I got the same person again, and after describing the issue, she again said she would send me on to someone else. I am still on hold at this time.....not sure what to do next.
Here's a link to a shared folder my DropBox: https://www.dropbox.com/sh/nrmhp2io73is4vo/AACq5ZP9D-4-yDXFH86UMp5La?dl=0
Download and run the Adobe Cleaner tool. This will wipe everything out of that laptop completely so you can hand it back.
Once the laptop is done, then go to https://helpx.adobe.com/contact.html
- Sign in with your Adobe ID
- Click on first Box, Account Issues
- Then click on Account Settings
- Then click on Show Me My Contact Options
- Then click to open a Chat Window, it's 24/7.
- Simply tell them you cleaned your install off with the cleaner tool, and now you just want to ensure your license is deactivated. They'll take it from there. If you get the right person. this will get cleared up pretty quick.
If they ask about deactivating from the Help menu, blah blah blah, just tell 'em the drive is wiped of all Adobe files and you simply need the serial number cleared.Let us know how it goes!
Paul, thanks very much for the link, that may be my solution.
it is going to have to wait for a bit, as we are going camping for the next week.......I need some fun!
Thanks again.