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Adobe Photoshop Family

13 Messages

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542 Points

Wed, Sep 20, 2017 11:05 PM

Photoshop CS3: Reactivation not working

I understand that the technology of Adobe CS3 must change, but it is poor customer service to block access to those who purchased this and not provide valid ways for patrons to update their software. The whole business about generating a new serial number, uninstalling and reinstalling a newer download ofCS to your PC...doesn't work. there is no live chat or phone or email or human accessible at Adobe to help either.

Responses

Official Solution

13 Messages

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542 Points

3 years ago

Simar, my IT department at my job figured it out!!!  

The problem is that the old serial number remains on the PC in a common file even after removing CS3.

Here is what worked for us:

1. Go to Adobe support page, key in CS3 activation. It will bring up the page on Activation or Connection error.

2. Sign in with Adobe login or create one.

3. It will ask for your CS3 serial number.  Key it in.  The page will respond with a new CS3 serial number.

4. Note the links further down this page for installing the new CS3.

5. Close out of CS3 and out of any browsers.

6. Go to control panel and un-install CS3 completely.

7. When this is finished, use File Explorer to find the AdobePCD folder in the c:Program Files (x86)/Common Files/Adobe folder. Delete this AdobePCD folder. This is the one that has the old serial number that is preventing the new activation and it is not deleted by de-installing CS3.

8. Now click on each of the two file links  (file 1 of 2 and file 2 of 2) (noted above on the CS3 install page. These will spawn a loader program which you must accept and will take quite a quite a while to load. In the middle of the first load, a box will open noting a missing AdobePDF.dll file. Use the browse button and find the file at c:Windows/sysWow64/ Once you have chosen this path, click okay.  The first file load will complete, then click on file 2 of 2 and let it load.

9. Once the loads complete, open CS3. This time it will ask for the new serial number obtained from the Adobe website above. Key it in as noted.

10. Open CS3 again.  It will bring up a box to register. Click on "Never Register." Now you are done.

46 Messages

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650 Points

3 years ago

sorry to hear that.
would suggest to contact contact Customer service. For contact support options, you can see this: https://helpx.adobe.com/contact/what-contact-options.html

13 Messages

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542 Points

3 years ago

I thank you for your suggestion, but that is the exact link where there is nothing but a dead end, no human contact, chat, phone number, email...exists. I've exhausted that page to no avail. :(

46 Messages

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650 Points

3 years ago

what option are you selecting post log-in to support page?  contact Customer service
Please remember that chat support is only available if you are facing: Serial Numbers & Activation OR  Account & Payment issues.
You might need to select correct option to land up for chat support.

HTH

46 Messages

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650 Points

3 years ago

yes! please sign in to this and post your entitlement check, you will get info to download the product and key.
use that info and this should help you

13 Messages

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542 Points

3 years ago

Sorry Simar, I know you are trying to help, but all of these actions have been taken- none of them work. All of the links you provide are dead ends, obsolete.

46 Messages

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650 Points

3 years ago

can we please know:
  • what  is the actual issue?
  • what product are you installing OR is it install / activation issue?
  • any way you can share the error screen-shot?

7 Messages

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140 Points

3 years ago

I have spent 3 weeks with technical support on the issue of reactivating Cs3.  I finally got a supervisor today who basically said that CS3 could not be reinstalled with the Windows10 system.  I tried to explain that it has been working for at least 2 years with Windows10 and only quit when they sent their reactivation notice.  Is there any workaround for this problem?  it certainly makes me never want to purchase another Adobe program!

13 Messages

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542 Points

I couldn't agree with you more. perhaps this is something we should report to the better business bureau?

46 Messages

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650 Points

@lorena : Please accept my apologies- reviewing your issue and case, seems we have sent you a response where we are seeking info around: screen shot of the error message and logs via Log collector tool - https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html .
Can you please share that for us to put efforts to know root cause?

7 Messages

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140 Points

I have run the log collector program and the file is sitting on my desktop.  I tried to save the error message with PrtScr, but nothing happened.  I have a jpeg photo of it.  How do I get this information to you?  I will be back in town on Saturday, Nov. 7.  How do I get in touch with you?  Is this an Adobe problem, or Microsoft or both?  It is obviously widespread and needs to be fixed.

46 Messages

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650 Points

@lorena:

Update error screen shot + logs --> please follow this link:
https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

We need to see the error and logs to justify whether this is Adobe or Windows

46 Messages

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650 Points

@lisa: Glad to know that it got resolved and thanks a lot for sharing the steps that made it possible.

46 Messages

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650 Points

3 years ago

We apologize for such an experience. Checked your cases detail and will ask relevant team to make a reach out.

13 Messages

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542 Points

Simar, it has been 6 days since  your post. Is there anyone in charge at adobe that can help us correct this? I have had Photoshop on my windows 8 laptop that I upgraded to windows 10 when the free upgrade came out. I've been using for years and now cannot. I am going to reach out to Windows support too and see if they can intervene. If there is no fix for this I am also planning on making this unfair Adobe tactic public knowledge through every social and print media venu I can find. 

22 Messages

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356 Points

This is public!

The problem is that the CS3 activation server has been shut down and Windows 10 is not supported. But Windows is very permissible and old programs run very well. So that should not be a basic problem.

But it is a DRM problem. And a problem that strikes the people having bought a legit version of Adobe programs. Pirated programs just go ahead as the circumvent the activation.

I’m. not a friend of this, but with CS2, I suppose that Adobe made a bad experience with people thinking that the software is for free.

I suppose that you had a legit version of the software and so your software should run. Period. If the OS introduces incompatibilioties, you cannot blame Adobe. But here, clearly Adobe switched of the license server.

But you cannot blame Adobe not coming back to you, as I think that Simar is very cooperative.

46 Messages

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650 Points

3 years ago

@lisa: i apologize for any inconvenience and have a  question for you: we are not able to locate your records in our internal system via the email address you have Is there another one that defines your entitlement with Adobe OR case numbers for your issue that were created while assisting you? Please let us know

7 Messages

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140 Points

3 years ago

Lisa, I tried your solution from your IT guys and still no luck.  I had a couple of differences.  There is a CS3 entry in my control panel that will not delete.  THere were 2 and one deleted.  I do not think it is the CS3 program, but some help program.  Still won't go away.  

There is only one file showing for my download for CS3 for Windows in English.

I never get the message that Adobe PCD is  missing.

My program installs under my user file.

When running setup, I always get an error message "You can only install one Adobe product at a time.  Please complete the other installation before attempting to install Adobe Photoshop CS3".  No other program is installing.

I did have one instance out of about 20 where CS3 actually installed and said my activation was out of date, or something to that effect.  And then directed me to Adobe's website, which we all know doesn't work!

46 Messages

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650 Points

@lorena: I am assuming this to be related to Windows registry that is holding up the installation - detecting its instance presence in system. Can i please ask you to shout it out to Windows to fix that registry (Adobe CS3 program or something related)? i am sure once we kick of that registry, it would sail through smoothly.

13 Messages

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542 Points

Lorena,

I only had to install 1 of 1 file as well, so my experience was slightly different than those steps I was given and had posted. I did not get a message about the missing adobe file either. What I did find was that i did a search of Adobe PCD and just deleted it from the search folder. That worked for me. Maybe uninstall all adobe products on your PC and try again?

7 Messages

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140 Points

Simar, I worked with Microsoft yesterday with no success. They tried several things and I kept getting the same error message when running the Setup program for CS3.  They're only other idea was to reset Windows 10 to original condition which would mean losing all of my programs which would have to be reloaded.  This is not practical for me at this time.  I am under a deadline for October 22 and it would sure be easier and better results if I could have InDesign and Photoshop on the same computer.  If Adobe is the one who put in the requirement for Reactivation, why can't they remove the requirement?  Seems like the simplest solution.  Is it possible that I can reload InDesign to my old computer without removing it from my newer computer?  Or may you should just refund the money everyone paid for this program that you have made useless!

7 Messages

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140 Points

My other complaint is that I had one of Adobe's technician's call me yesterday to see if the problem had been resolved.  I told him it had not, that I was currently in the process of redownloading the CS3 program after running REVO to remove all traces of CS3 and InDesign and restarting.  I asked if he could call me back at 2:00 today and he said he would.  It is now 4:00 and I still have not received a call.  So much for good customer service!

46 Messages

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650 Points

@lorena:  All i can say at the moment is, we are sorry for the experience till date.
Yes! we can have the product installed on max 2 machines but used one at a time- this also depends upon the system/OS (operating system) on which we are installing that product.

Having said that, please give us sometime and i have asked relevant team to make a reach out as per your availablity.

2 Messages

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76 Points

3 years ago

cannot uninstall. cannot run repair. cannot reinstall. cannot use program i paid good money for, when it was working perfectly prior to all this nonsense. That's just not cool. Don't care if you don't want to support 10 year old program, just don't cut us off from being able to keep using it when it works perfectly fine!

737 Messages

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16.4K Points

Hi Lynn,

Have you changed anything on your system? Did you upgrade your OS? What OS are you running? 

Regards,
Hannah

2 Messages

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76 Points

I actually for the second time, had to get a new serial number and download a version instead of using my purchased hard copy of the program. But for now, it is working. Just do not understand what happens to make it stop working suddenly with no OS upgrade (windows 10 btw) and no changes to system....
thanks for asking though

1 Message

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62 Points

3 years ago

In my case my old serial is not recognized at all! I had a chat with Jyoti, and he or she could not explain to me how I have a working, activated version of CS3 running which proves that the serial is valid, but still when I want to convert it to a new serial I get the message that it is invalid. Now I have to provide an invoice from almost 10 years ago. What to do now?

4 Messages

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102 Points

3 years ago

This reply was created from a merged topic originally titled Downloaded a newer Version of CS-3 and now it wont work. Thanks a lot Adobe.....7....

Should I go get another Photoshop Program from another vender? Adobe appears not to be concerned with my issues with Adobe CS-3.