LIGHTROOM 6 license problems on my system

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  • Problem
  • Updated 10 months ago
  • (Edited)

When opening Lightroom 6 I get this error message which tells me to download Adobe Application Manager

.

After going to the link shown in the above screen capture and downloading Adobe Application Manager, I open the .dmg file and run the Installer program.  The result is the following error message which tells me the app fails to install and directs me to  "Get Adobe Support Advisor"


After going to the link shown in the above screen capture to get Adobe Support Advisor, I find myself on the Adobe Support Advisor page, which, rather than providing a download link just informs me that "Adobe Support Advisor has been discontinued" 


So what am I to do?

Perhaps someone at Adobe would be kind enough to tell me why I am getting instructions to download and install an app which won't install, and then direct me to a resource which no longer exists???

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David Kohn

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  • perplexed and frustrated

Posted 2 years ago

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avinash r, Employee

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Hi,

Could you please let us know if you are using Lightroom CC or Lightroom perpetual?
Also, which version of Lightroom is this?
Have you tried an uninstall and re-install ?
(Edited)
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David Kohn

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Lightroom 6.0 -- not CC (is that what you mean by "perpetual"). On a Mac running 10.11.3 with 16 gb of ram.  Have not tried re-install yet. It is getting late here.  Will try that tomorrow.  Even if that works, why does Adobe instruct its users to download a support resource which has been discontinued (and thus not available at the link they provide) ??
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avinash r, Employee

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Yes it is the perpetual version.

Please do the following steps tomorrow and let us know if it works for you.:-
1>Do an uninstall
2>Perform a system restart
3>Re-install Lightroom
My guess is that it should work for you. There are some instances when the installer is not able to function properly and this might be one such rare case.

I agree its annoying to deal with a non-functioning support page. I'll forward this case to the concerned Installer team @ Adobe. Thank you for taking time to report this.
We really appreciate it.
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David Kohn

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Avinash:  I am afraid you gave me another exercise in futility.  The uninstaller for Lightroom 6 will not run.  It asks for the Application Manager, which I am unable to use per my original post.



I next went to Adobe to download a copy of LR6.  It directed me to download and install the CC desktop app, which gave me another error window:



Finally I tried just installing a copy of the LR6 installer I had on my computer.  The file is Lightroom_6_LS11.dmg dated 4/22/15.  The installation failed:



Surely someone at your company must have some idea what is causing this.  I am not having problems with the other software on my computer -- including Photoshop CS6.
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Victoria Bampton - Lightroom Queen, Champion

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I'd run the CC Cleaner, which usually cleans out the gremlins, and then reinstall.  https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html
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David Kohn

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Vicki --

thanks for the reply.

The instructions for CC Cleaner say to run the uninstaller first, but the uninstaller does not run.  When I try to run it I just get the message to download the Application Manager, which itself does not run and refers me to some other app which lands me on a page that says it is discontinued.
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Victoria Bampton - Lightroom Queen, Champion

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Personally I'd go ahead and skip to the next step.
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Victoria Bampton - Lightroom Queen, Champion

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Make sure you back up your presets etc. first
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avinash r, Employee

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Hi David,

From  what it looks like, a critical component that is required to install and uninstall Lightroom called Adobe Application manager has been deleted from your computer(may be accidentally). And so, you are facing these issues. I suggest you try this one last approach before I escalate this issue.

1>Go to https://www.adobe.com/support/downloads/detail.jsp?ftpID=4774 
2>Download the Adobe Application Manager dmg file and run it.

You can try uninstalling and re-installing Lightroom once you are done with the above steps.
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David Kohn

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Re-read my original message.  I think I was pretty clear in pointing out that I understood that my problem lies with the failure of the Adobe Application Manager to run.

As I said in my original post, that was the first thing I tried.  I downloaded the Adobe Application Manager from that same link you gave me above, opened the disk image, ran the installer, and the installer failed -- giving me the error message shown in the screen grab in my original post.  Also, I tried this several times before posting my help request in the first place.

Doing this again would seem just a waste of time and bandwidth. Is there some reason I should expect a different result than I got in the first place?

To be clear:  Adobe Application Manager will not run; Lightroom Uninstaller will not run; Adobe Support Advisor has been discontinued.

Please escalate this issue to the appropriate party.

Thank you.
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avinash r, Employee

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Well, i did not see the redirections leading to the same page.
Apologies for not being able to solve this.
Will let the installer team know about this.
(Edited)
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P.J. Heiser

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I do have exactly the same issue and it look like you have no solution for it or did anyone solfe that issue in the meantime??????