Lightroom: Asking for serial number each time it's launched

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  • Updated 4 years ago
  • (Edited)
I am so upset with Lightroom 5. I bought the software from Best Buy on August 19, 2013 and it has "never" worked right. The software has asked me for my Serial Number each time I want to use or download my photos. Now I cannot even open the software on my computer!! I did google this problem and it appears that others have received a bad piece of software, just like me. What do I do? Do I go back to Best Buy to return it, or what? I have tried to contact someone, but this is the hardest to get through to anyone. DISGUSTED in Florida. My brother highly recommended this product and after spending $148 + tax, I find this totally unacceptable!
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Sherry Baker

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  • frustrated

Posted 5 years ago

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Sherry,

When you say the software has never worked right, is the only issue with it not remembering your serial #?
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Brett N, Official Rep

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Hello Sherry,

When you enter your serial number in Lightroom it is supposed to be saved into the Lightroom 5.0 Registration file. If you are being asked repeated for the serial number it means that for some reason it is not being saved into this file. There are basically two reasons this may happen.

First, the file may have been created by the information is corrupted. So when Lightroom opens it attempts to open this file and read the serial number but invalid information is returned. You can recreate this file by:
1. Close Lightroom.
2. Navigate to the Lightroom 5.0 Registration file (location varies based on OS, please review: http://helpx.adobe.com/lightroom/kb/p...)
3. Delete the Lightroom 5.0 Registration file
4. Re-open Lightroom and enter the serial number.

The second possibility is that you computer's user account has permission set up to restrict this file or folder from being updated by Lightroom. In this case, try:
1. Create a new user account (how to do this varies based on what OS you are on, check the help documentation of your computer manufacturer for full instructions).
2. Log into that account.
3. Launch Lightroom and enter the serial number.
4. Log out of the account and log back into your normal account.
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Sherry Baker

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Brett, I was on the phone with tech support out of India and she was supposed to stay on the line with me while waiting for a tech to access my computer to help me. After 1 hour and 35 minutes and the several bar code numbers that she asked for, I finally had to hang up. I work and could not stay any longer. Very annoying after the support person was supposed to take care of this. I will call back again early tomorrow morning to see if I can get a tech support. Obviously, this is not good representation of service.
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Sherry Baker

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No, it would not open --
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Brett N, Official Rep

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Lightroom would not open? Not even ask for a serial number?
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Links for instructions for creating a new admin user account: http://blogs.adobe.com/crawlspace/201...

Let us know if either of Brett's solutions work for you.
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DANIEL VAN DER WAL

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Maybe one of the Employees can confirm:

The location for the serial number file on mac in the KB:

/Users/[user name]/Library/Application Support/Adobe/Lightroom/Lightroom 5.0 Registration

Is this correct, is it in [user] or in the global library? Is the documentation correct? It should be registered not for one user on the machine only right.....

Thanks!
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Brett N, Official Rep

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That is not correct, the registration file is centrally located at //Library/Application Support/Adobe/Lightroom/Lightroom 5.0 Registration. The file in the user location is a backup.