rbelyell
Well-known
i bought a new laptop a few days ago. i easily migrated LR5 to the new unit. when i tried to open the application, it asked for my serial number which i correctly downloaded--it is listed on the Adobe site. it acknowlegded the number was correct by marking it with a green check, but the said it was 'an update serial number' and demanded the 'original SN' as well.
i have no idea what that is since i'm a very longtime LR user and have updated several times, all through the internet, as was my original download many years ago. my Adobe customer page lists only my last update to LR5 and thus lists only that 'update' serial number. the 'original' is nowhere to be found.
the Adobe support site (thats a joke right there) gives two options: review similar user problems online through their 'community' (done) and a Chat with a rep option. well ive tried the chat option at different times over several days and consistantly get a dialogue box reading 'Chat is unavailable right now...A rep will be with you shortly'.
needless to say, the rep never shows and i'm stuck. they list no email option and certainly no phone number.
any ideas would be greatly appreciated!
thanks
i have no idea what that is since i'm a very longtime LR user and have updated several times, all through the internet, as was my original download many years ago. my Adobe customer page lists only my last update to LR5 and thus lists only that 'update' serial number. the 'original' is nowhere to be found.
the Adobe support site (thats a joke right there) gives two options: review similar user problems online through their 'community' (done) and a Chat with a rep option. well ive tried the chat option at different times over several days and consistantly get a dialogue box reading 'Chat is unavailable right now...A rep will be with you shortly'.
needless to say, the rep never shows and i'm stuck. they list no email option and certainly no phone number.
any ideas would be greatly appreciated!
thanks
porktaco
Well-known
i think you can get it by logging into your adobe account (or creating one). they actually do a decent job of tracking SNs.
rbelyell
Well-known
thank you adam. as i mentioned, my account for some reason only lists the LR5 'update' and 'update serial number'. nothing else is listed there in any section. its like operating in a kafka novel
Lancer
Member
They are wanting both your prior SN before the upgrade as well as your new. This is very normal when upgrading. Depending on how you acquired the first version either download or box, that will have the original # you need. If you downloaded from Adobe it will be in your purchase history with them and should be pretty easy to get. It will also be in your email from when you made the original purchase. I always save out those emails and pdfs in case i have to do a reinstall for some reason. Hope that helps. Like mentioned above you would have created an adobe ID to make the purchase originally, assuming you downloaded the software. Updates are not full version changes, it wants to know what the original SN was that you started with.
rbelyell
Well-known
thank you lancer. im not saying its normal or not but as i mentioned my original SN is NOT in my online Adobe account info, nor is my original purchase of many years ago listed there, nor is that original email of many years ago any longer in my possession.
the additional problem is i cannot get to a support person as the Chat function is perennially 'unavailable'.
its like operating in a kafka novel.
the additional problem is i cannot get to a support person as the Chat function is perennially 'unavailable'.
its like operating in a kafka novel.
Godfrey
somewhat colored
I just checked my Adobe account. In Manage Account under Other Products, I found the lists of all my product purchases and the authorization codes. The listing has changed a bit and it took me a few minutes to figure it out .. Go back and look again.
If you can't find it, call Adobe Support. They've been good about straightening this kind of problem out.
G
rbelyell
Well-known
thank you godfrey. yes, ive done as you suggest numerous times and the only product there is the update.
ive searched far and near and cant seem to find a phone number on their website anywhere.
ive searched far and near and cant seem to find a phone number on their website anywhere.
sevo
Fokutorendaburando
You might also want to verify that you did not accidentally create a new account when purchasing the update...
rbelyell
Well-known
you know, i mightve, but if i did ive absolutely no idea what my 'original' account might be!
what i think i really need is a way to get in touch with these guys beyond the non-functioning Chat option.
what i think i really need is a way to get in touch with these guys beyond the non-functioning Chat option.
Godfrey
somewhat colored
Yes, telephone support is only for the Premium Support level now.
That said, Chat has worked well for me so far. What isn't working there? does it not connect, or drop you, or ... ?
My obsessive-compulsive bookkeeping habit is my savior in situations like this. For every product I buy, I record the date and any serial numbers/activation codes. It's saved my butt several times to have that info at my fingertips!
G
rbelyell
Well-known
sevo: THANKS, that was it! i had another acct years ago and forgot about it. i figured it out, got in online to the 'old' acct and got the original SN! thank you so much!
godfrey: thank you. with Chat, i get a perpetual--for the last three days--'Chat is unavailable now...someone will be with you shortly'. no one ever shows up! like i said, a kafka-esque experience.
everyone else: thank you for your help! im up and running on my new computer!
godfrey: thank you. with Chat, i get a perpetual--for the last three days--'Chat is unavailable now...someone will be with you shortly'. no one ever shows up! like i said, a kafka-esque experience.
everyone else: thank you for your help! im up and running on my new computer!
Bob Michaels
nobody special
I had exactly the same situation and resolved it with a phone call to Adobe support after being transferred several times. I found the number somewhere on the Adobe website. They finally admitted defeat and gave me a serial number for a newly purchased Adobe Lightroom.
My upgrades went back 12-13 years as I originally got a free copy of Adobe Elements with a $75 Epson printer, then a $50 upgrade to Photoshop 3.0, then many years and upgrades later a deeply discounted deal to buy the newly introduced Lightroom as a long time Photoshop user, then a number of Lightroom upgrades. While I never bought an original copy of anything, I have paid thousands of dollars in upgrades over the years.
My upgrades went back 12-13 years as I originally got a free copy of Adobe Elements with a $75 Epson printer, then a $50 upgrade to Photoshop 3.0, then many years and upgrades later a deeply discounted deal to buy the newly introduced Lightroom as a long time Photoshop user, then a number of Lightroom upgrades. While I never bought an original copy of anything, I have paid thousands of dollars in upgrades over the years.
Lancer
Member
Yay! They can be trying, glad you are up and running.