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Upgrading Photoshop CS3 to CS4 serial number issue
I am trying to upgrade from Photoshop CS3 Extended to Photoshop CS4 Extended. I purchased the upgrade from Adobe. At the same time I purchased an upgrade from Lightroom 1 to Lightroom 2. I had NO problems with upgrading Lightroom.
When trying to upgrade CS3 to CS4 it asks for the serial number for CS4, I enter it and it is accepted. Then I am asked for the serial number for CS3, I enter it, directly from the back of the jewel case from my original disk. I am then given an error message that "the serial number doesn't match the product" and I'm stuck. I am running on the 30 day trial and I'm now 10 days into trying to resolve the issue. I'm out more than 5 hours of my time yesterday (3 phone calls totalling almost 3 hours of time and time repeatedly uninstalling and reinstalling and downloading software as advised) and I'm in worse shape than when I began. Now I have all versions of Photoshop uninstalled from my computer. I've been told I need a new serial number, and one tech said the problem is that my original version of CS3 was an educational version and the upgrade isn't. Well there was/is no educational version of the upgrade - and why didn't the Adobe sales person ask/advise/inform me of this when selling me the upgrade? My original CS3 used to show up on "my stuff" on their web site as my registered products (I know - I checked the serial number the first day I installed the upgrade) and now it is mysteriously gone from the on-line records.
All I want is to be able to use the software upgrade I purchased. Is that really too much to ask for? Adobe - your products are great; your customer service is appalling.
When trying to upgrade CS3 to CS4 it asks for the serial number for CS4, I enter it and it is accepted. Then I am asked for the serial number for CS3, I enter it, directly from the back of the jewel case from my original disk. I am then given an error message that "the serial number doesn't match the product" and I'm stuck. I am running on the 30 day trial and I'm now 10 days into trying to resolve the issue. I'm out more than 5 hours of my time yesterday (3 phone calls totalling almost 3 hours of time and time repeatedly uninstalling and reinstalling and downloading software as advised) and I'm in worse shape than when I began. Now I have all versions of Photoshop uninstalled from my computer. I've been told I need a new serial number, and one tech said the problem is that my original version of CS3 was an educational version and the upgrade isn't. Well there was/is no educational version of the upgrade - and why didn't the Adobe sales person ask/advise/inform me of this when selling me the upgrade? My original CS3 used to show up on "my stuff" on their web site as my registered products (I know - I checked the serial number the first day I installed the upgrade) and now it is mysteriously gone from the on-line records.
All I want is to be able to use the software upgrade I purchased. Is that really too much to ask for? Adobe - your products are great; your customer service is appalling.
I’m frustrate, irritated, disappointed
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Inappropriate?My problem is very similar, though I'm upgrading (trying anyway) from CS3 extended (also purchased as a student) to regular CS4. According to the adobe site, this is an allowable upgrade path, but you have to call the Sales phone number when you get that error message. How many hours do you have to sit on hold, though-- during working hours, no less! I thought the error message was because I was switching from Extended to regular, but maybe it was because I was a student when I got CS3???
I filled out a form online and got a case number 12 days ago, but no response via that route either. I paid for the software weeks ago-- I just want to use it!
I’m extremely frustrated.
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Inappropriate?What I ended up having to do - after yet another call to Adobe - I tried the sales number and was told I could be transfered to customer service or have someone call me back in one hour. I didn't want to waste the entire day on hold so I picked the call back (even though I was still waiting for call backs from Friday). Finally, five hours later I got a call back. I was told to open CS4. Put in the CS4 serial number, then when it asks for the CS3 serial number - I had to hold the shift and control (Windows comuter) and double click the mouse. A code showed up (sorry didn't write it down) which I gave to the tech on the phone and he gave me a response code of 941398 and this magically solved my problem.
I hope this helps. I just wonder why Adobe wasted two days of my time and caused SO much unnecessary frustration. Why couldn't the first person I talk to have had this information? Why was I repeatedly told I needed to be given a new serial number? I still have such distaste in my mouth for Adobe that I can't bear to use the software yet. I know I will in time, but right now I just want nothing to do with their products because of how much of my time was wasted and how much frustration I was put through (for no reason).
I’m exasperated
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