Activation & deactivation help

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Activation problems

Activation limit reached or sign in failed

Maximum activations exceeded

Activation server unavailable

Other errors...





Deactivation or sign-out problems

 

 





How to activate or deactivate my product

 

 


What is activation?


Activation problems


Problem

Solution


"Activation limit reached for [product]. This serial number has already been activated on 2 computers."

"Maximum activations exceeded."

Error: "Activation limit reached" or "Sign in failed" | Adobe products


"Activation was unsuccessful because the activation server is unavailable at this time."

Error: Activation Server Unavailable | CS2, Acrobat 7, Audition 3


"We are unable to activate [product name]. Product activation is required to use this product..."

"Either your computer is offline or the clock on your computer is set incorrectly, causing a connection error. An Internet connection is required. Please connect to the Internet or adjust your clock and try again."

"Please connect to the Internet and retry."

Sign in, activation, or connection errors | CC, CS6, CS5.5


"Unable to Activate | Macromedia products"

Error: Unable to Activate | Macromedia products


Other activation errors

Error codes, messages, and related solutions

Error Code            Error message Solution
  E_ADEPT_REQUEST
_EXPIRED		 You're trying to activate Adobe Digital Editions 1.x or read EPUBs. See Error "E_ADEPT_REQUEST_EXPIRED" | Digital Editions.
  E_AUTH_NOT_READY You're trying to start Adobe Digital Editions 2.0. See Error "E_AUTH_NOT_READY" | Digital Editions.
24:24 Activation server unavailable. Activation was unsuccessful. You're trying to activate a CS2 application, including Acrobat 7 and Audition 3. See Activation server unavailable | CS2, Acrobat 7, Audition 3.
93:-1 Activation denied Contact us. Have your serial number or Adobe ID ready.
93:-3 Serial number has been revoked
93:-4 Invalid activation number
93:-5 The product does not support the activation server
93:-8 Invalid serial number
93:-9 An internal server component is unavailable. Try activating after 24 hours.
93:-10 An internal server component is unavailable. Try activating after 24 hours.
93:-13 Activation denied
93:12 Activation unsuccessful You're attempting to activate Creative Suite 2 Standard or Premium, or Creative Suite Production 1 over the Internet. Manual activation also fails. See Activation server unavailable | CS2, Acrobat 7, Audition 3.
101:12037 ERROR_INTERNET_SEC
_CERT_DATE_INVALID		 Your computer clock time is incorrect. Set your computer clock to the correct date and time.
12001
12002
12004
12004
12005		 ERROR_INTERNET_<...> An Internet connection is not detected. Causes include connection timeouts due to firewall settings and failure to resolve a host name due to proxy settings. See Sign in, activation, or connection errors | CC, CS6, CS5.5 to check your firewall or proxy settings and try again.
129:17   You're starting CS5.5 on Mac OS in New Zealand. See Error #129:17 | Launch Creative Suite 5.5 product in New Zealand.
131:04   There is a missing file or invalid serial number. Reinstall the application and try again.
194:01 Attempting to deactivate an unactivated machine You're trying to deactivate the application, but have not yet activated it.
194:110 Activation failed You have already initiated the "Deactivate All" process within the last 72 hours. You can attempt the process again at the end of the 72 hour period. Alternatively, you can contact us. Have your serial number or Adobe ID ready.
194:112 Client clock out of sync Your computer clock time is incorrect. Set your computer clock to the correct date and time.
194:114 Deactivation unsuccessful Contact us. Have your serial number or Adobe ID ready.
208:1
208:2
208:3		 Error_NetworkFailure An Internet connection is not detected. Causes include connection timeouts due to firewall settings and failure to resolve a host name due to proxy settings. See Sign in, activation, or connection errors | CC, CS6, CS5.5 to check your firewall or proxy settings and try again.
213:5
213:10		   These errors are due to a read-only SLStore folder. See Verify permissions to the SLStore folder.

Deactivation or sign-out problems


I uninstalled my applications without first deactivating them

Uninstalling the application from a computer does not deactivate it. Follow the steps listed below for your product. If you uninstalled your application from a computer you cannot access, see the next topic below - I cannot access my previous computer.

Creative Cloud applications

  1. Reinstall any Creative Cloud application on the same computer on which they were originally installed.
  2. Start the application and sign in when prompted.
  3. Choose Help > Sign Out [Your Adobe ID].

CS6, CS5, CS4, Acrobat XI, Acrobat X, or Acrobat 9

  1. Reinstall your application on the same computer on which it was originally installed.
  2. Connect to the Internet.
  3. In the application, choose Help > Deactivate.

CS3, Acrobat 8, or earlier products

  1. Reinstall your applications.
  2. Connect to the Internet.
  3. Choose Help > Deactivate or Help > Transfer Activation.
  4. If you want to activate on another computer, select Erase My Serial Number From This Computer.
  5. When you see the Deactivation Successful message, click Exit.

I cannot access my previous computer

Don't have access to your previous computer? Did you upgrade your computer's hardware, replace a hard drive, upgrade your operating system, or format your computer before deactivating your software? Ask Adobe Support to help you deactivate from a machine you cannot access.

 

Have your serial number or Adobe ID ready, and then contact us.

I do not see a deactivate option

If the software you're trying to deactivate is part of a suite:

  • Deactivate from another product in the suite.

If your company purchased the product under a volume licensing agreement:

  • The deactivate option is not available. Contact your volume licensing administrator for help.

How to activate or sign in

You must activate your product before you can use it. How you activate depends on your product. Find your product in the table below to learn how to activate it.

Creative Cloud applications

In Creative Cloud, you sign in to activate your software.
  1. Make sure that your computer is connected to the Internet.
  2. Start the application.
  3. Choose Help > Sign In. (If this option is dimmed, you are signed in and don't need to activate your software.)
  4. Log in with your Adobe ID (usually your email address) to activate your subscription. If you don’t have an Adobe ID, you see an option to create one.

Note: If Creative Cloud prompts you to enter a serial number after signing in, see Creative Cloud applications ask for serial number.

Running into a problem? See Common Activation Issues.

Acrobat XI, Acrobat X, Creative Suite 6/5.5/5/4, or Creative Suite 3 and earlier

Acrobat XI, Acrobat X: You don't have to manually activate your software. Activation happens in the background as soon as the software detects an Internet connection. If you do need to manually activate your software, follow the steps below.
 
CS6: You log in with your Adobe ID to activate your software when you install it or within the first seven days of use. Follow the steps below.
 
CS5.5, CS5, CS4: You don't have to manually activate your software. Activation happens in the background as soon as the software detects an Internet connection. If you do need to manually activate your software, follow the steps below.
 
CS3 and earlier: Your software prompts you to activate when you install or use the application. If you need to manually activate the software, follow the steps below.

Steps:

  1. Make sure that your computer is connected to the Internet.
  2. Start the application.
  3. Choose Help > Activate. (If this option is dimmed, you've activated your software)
  4. Log in with your Adobe ID (usually your email address) to activate your software. If you don’t have an Adobe ID, you see an option to create one.
  5. Optional (CS5 & earlier): After you activate, also register your Adobe product for faster and easier access to support and upgrades.

Running into a problem? See Common Activation Issues.

Flash Player, Reader, and Shockwave Player

It's not necessary to activate these products. Visit the following links if you need help with these products.
 

How to deactivate or sign out

A single license for Adobe software lets you install the applications on two computers—for example, at home and at the office. However, you can use the software on only one computer at any given time.

If you want to install the software on a third computer, deactivate the software on the computer on which you will no longer use the software. Then, activate the software on the new computer.

Creative Cloud applications

Signing out of one Creative Cloud application deactivates all Creative Cloud applications associated with your Adobe ID on that computer.

  1. Make sure that your computer is connected to the Internet.
  2. Start the application.
  3. Choose Help > Sign Out (Your Adobe ID).
  4. Click Sign Out.

Alternately, you can sign out from all Creative Cloud applications on your machine using the Creative Cloud app for desktop.

  1. Open the Creative Cloud Desktop App.
  2. Choose the Settings icon.
  3. Choose Preferences.
  4. Choose Account.
  5. Choose Sign Out from Creative Cloud.

Running into a problem? See Common Deactivation Issues.

Acrobat XI, Acrobat X, Creative Suite 6/5.5/5/4, or Creative Suite 3 and earlier

  1. Make sure that your computer is connected to the Internet.
  2. Start the application.
  3. Choose Help > Deactivate and choose one of the following options.

    1. Deactivate or Suspend Activation. These options deactivate the software but retain licensing information. Choose one of these options if you want to temporarily deactivate the software, and you're planning to activate on this computer again.
    2. Deactivate permanently. This option deactivates the software and removes the licensing information from your computer. Enter the serial number again if you want to use the software on this computer.

Running into a problem? See Common Deactivation Issues.


What is activation? What information is collected?

What is activation?

Activation is the process by which Adobe validates your software to detect and prevent fraud and abuse of Adobe products and services. Activation involves the sending of information to Adobe at various times, such as at download, installation, uninstallation, serialization, launch, and during update checks for Adobe software. Adobe may also use this information, alone or in conjunction with other information Adobe may have, to (i) provide you with appropriate license renewal options, and (ii) to help us understand Adobe software usage, so we may engage and retain our customers.

What information is collected?

The following types of information may be sent to Adobe during activation:

Identifiers (IDs)  

  • Unique IDs (generated by Adobe) specific to your machine and to the license you have purchased for the software. These IDs cannot be used to locate your machine or identify you personally.
  • Your Adobe ID if you have logged in to Adobe as part of the installation, update, or use of the Adobe software. The Adobe ID personally identifies you and links to all information that you have provided to Adobe while creating or using your Adobe account. If you or your company uses an administrator or other authorized party for the foregoing, we may also receive the Adobe ID of that party.

Installed Adobe product information

  • Serial numbers associated with the installed product licenses
  • Product name and version number; license type purchased
  • Version of End-User License Agreement associated with the software
  • The number of times you have launched an Adobe application since the last activation, for each application that is associated with the product license

Operating System Information

  • Operating system type and version
  • Locale (language dialect and writing system) in use
  • Local machine time (including time zone)
  • Machine name
  • MAC address

IP address

The IP address assigned to you by your Internet service provider is received by Adobe as part of the process of sending the activation data to Adobe.


Still need help? Contact us.

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