Upgrading From Cs2 With Cs3 Extended On Computer

"Howard Grill" wrote in message

I currently have both PS CS2 as well as CS3 Extended on my computer. When I decided to upgrade to CS3 from CS2 I went with the extended version but find I really have no use personally for the 3D tools. Strangely, there is no way to ‘downgrade’ from CS3 Extended to plain old garden variety CS4. However, it does appear that you can upgrade from CS2 to CS4.
If both CS2 and Cs3 Extended are on my machine and I purchase a CS4 upgrade will the software see the CS2 and allow an upgrade to CS4, or will I be ‘shut out’ because I have CS3 Extended on the machine? Will I have to uninstall CS3 Extended and then do the upgrade to CS4?

Now that is worrying.

I purchased CS3 from Amazon UK reseller, Citrus, a couple of weeks ago but they sent CS3 Extended as CS3 was ‘out of stock’. I initially rejected the software but then, against my better judgment, I decided to open the package and install it.

I’m currently in limbo with Adobe waiting for them to do the upgrade thing for me and they have just yesterday accepted my proof of purchase receipt (after much faffing around!). Am I now going to have problems on the upgrade path?

Dave

I should also add that I would like to keep CS3 Extended on my machine in case I have problems with Cs4

Technically it would probably work…legally, you’d be in a very gray area since you can’t really use CS2 to upgrade to CS4.

Proceed at your own risk or call Adobe. John Nack has already expressed and interest in giving folks like you an upgrade path.

Bob

I think the upgrade serial numbers are version specific this time. IOW you buy an upgrade from CS2.x or an upgrade from CS3.x.

My box specifically states "Upgrade from Creative Suite 3.x"

If it were a gray area I would probably just spend the extra and go to CS4 Extended. But why do you say it is a gray area? When I go to the Adobe store and look at the upgrade chart it clearly says that you can upgrade from CS2 to CS4……am I missing something?

The way I see it, I think that would probably "void" the CS3 license, and you would no longer be entitled to use that. Otherwise, it should be OK.

Because legally speaking you don’t have CS2 anymore. You have CS3 extended. You used CS2 to upgrade once already. You can only do that once.

Bob

Well, two opinions there, take your pick…or call and ask.

Got it, Bob. You’ve been at this longer than I have.

I got it…for the extra $100 I will probably go with the CS4 Extended. But I have to say, it really seems quite ridiculous that you can’t ‘upgrade’ to CS$ non-extended….with the understanding, of course, that you couldn’t use the CS4 non-extended to upgrade to CS5 extended. I am sure there are lots of people like me that bought the extended version to see if they would use the 3D tools and find they don’t. Not only that, to my knowledge it was never made clear that once you ‘go extended’ that ‘you can never go back’. If I knew I was going to be locked in to buy the more expensive version with each and every new release I never would have done so. I suspect Adobe has sprung this ‘gotcha’ on lots of people like me!

exactly. adobe’s getting really good at the "gotcha" game. 🙁

But I have to say, it really seems quite ridiculous that you can’t ‘upgrade’ to CS$ non-extended

Call customer service John Nack has been talking about a path from extended to standard.

Nobody reads post 2

here’s a chat session i had with customer support a couple weeks ago…

<http://www.adobeforums.com/webx/.59b6f1c4/3>

Buko…I had essentially the same on-line chat with a customer rep as Dave did, and I had it yesterday. So despite Jack’s blog post it doesn’t look like that upgrade path has been implemented.

It doesn’t work that way…once you upgrade, the new license terms replace the old ones. That upgrade is tied to the earlier version.

Bob

If you call Adobe they will unlock the program for you. Give tech support (Not cust svs) Just tell them that you need unlocked and see what they say.
This is a routine call and can be unlocked in about 10 minutes.

-Rilla

Rilla I am not sure I understand what unlocking the program is or how it might help with this issue. Could you explain in more detail?

Howard I don’t think Rilla understands what this thread is about.

Back to the topic. I have a feeling that the brains in marketing figure that if you have the extended version that there would be no way anyone would want to go back to the standard version. Maybe you should post a comment at john Nacks blog and give him some input and ask him when Adobe will be changing their policy.

Howard – If you buy the CS4 non-extended version of the software, the installer may or may not see that you have a valid upgrade (CS3 ext to CS4 non-ext).
If that is the case then call adobe tech support and ask for an unlocking. If CS4 does not recognize your previous versions install it as a trial. After the install PS will prompt you to enter a serial, at the bottom of that window you should see something about other options. When you click on that, choose the over the phone option and call TS.
TS will decode the serials (Verify their valid), they will then enter both serials and the code that you supply them and they will give you a response code to “unlock” your software so you can use it.

-Rilla

I think the main question is, "is it legal"? so far the answer from customer service is a resounding "NO" even though jack nack said that they would be adjusting the marketing to make it legal…

is it possible to unlock it? of course. one can even get versions that are pre-unlocked, if one doesn’t feel conflicted, especially if you’ve paid for it anyway. i think the real question is when is it going to become adobe policy?

Buko…I just did what you suggested. However, there is a comment on the blog from Nov 13 that seems to explain what Rilla is talking about. Still, it seems that Adobe is making it awfully tough to make this upgrade-downgrade. I may just go with CS4 Extended and hope that they get the message by the next release and enable a CS4 Extended to Cs5 non-extended upgrade….I guess that concedes defeat though

Ah, I understand Rilla. The problem is though, that you shouldn’t have to jump through hoops. And what happens if you have a problem with your computer or the software and have to reinstall (as happened several times to me with CS3…for some reason I still can’t get CS3 Bridge to work properly and so use Lightroom and Cs2 Bridge. Will the same unlock code work time and again? If you have to call customer service for a problem and you tell them how you installed, will they all agree that what was done was proper, or will they say the problem is an illegal install.

I think that if they are going to offer a CS3 Extended to CS4 Non-extended upgrade (as they darn well should) I believe the policy should be clear and transparent, available to all, and not one where you have to make support calls and jump through hoops to get it done (I’m not even home during the day to do it over the phone with them). There should be a simple and straightforward and publically obvious way….it should be obvious how to do so from their web site. For heaven’s sake, if they can do it with an unlock code then it shoudl be clearly advertised and there should be a simple way to e-mail them your serial number/registration and have an instantaneous unlock code with easy instructions sent back to you. It is hard for me to believe that their marketing department had no inkling that this could be a problem.

Is it legal? From CS3 ext to CS4 non ext, Yes. From the CS2 that you used to upgrade to CS3 (CS2 to CS4) I’m not entirely sure. But from your CS3 to CS4 it will be ok. Call Tech Support (Not customer Service) from M-F 6a – 5p at 800-642-3623. Tell them you need an unlocking.

-Rilla

Is it legal? From CS3 ext to CS4 non ext, Yes.

i’d like to see that in writing please. got a link?

The activation code will work only once. I believe the code also expires within an hour or so. From what I understand the number that you call Adobe with is a unique ID that is for your machine only.

You will need an unlock each time you want to install the software.

As for the in writing thing… Well… Call tech support and ask. Just say you need to be unlocked, have your serials and the activation code. They will see the upgrade path CS3 ext to CS4 and unlock it for you.

-Rilla

As for the in writing thing… Well… Call tech support and ask. Just say you need to be unlocked, have your serials and the activation code. They will see the upgrade path CS3 ext to CS4 and unlock it for you.

What is this? You talk as if your word is good enough, that this is true because you say it is.

We want more than that.

Freeagent – Listen… You’re asking me for proof and I am telling you where to get the proof that you are demanding. The proof is in the phone call, make it and see for yourself. I can’t give you the proof that you’re asking for because YOU need to call and ask for the unlock.
As for the experience, Yes I have direct experience working with this issue.

-Rilla

Rilla, though this may work it still seems like an inappropriate way for Adobe to handle this. Either they allow it (they should) or they don’t (as their website says). Having to call during business hours for a code that can be used once and is active for an hour seems like a crazy way to deal with a real issue that, I suspect, impacts many people. Adobe should deal with it in a straightforward manner…which they are not doing.

Rilla,

What you’re saying may well be correct for all I know. That wasn’t my problem.

It was more that it sounded as if you know something you’re not sharing, and that always gets me a little edgy. And I agree with Howard that this is a crazy way to deal with it.

It doesn’t matter to me personally, I have a suite.

I absolutely agree. This is outrageous. If you can upgrade from PS to ext then why not allow the reverse path? I’m guessing… the money. Adobe can rope you into upgrading your PS version to ext and force you to spend $150 more for the upgrade from CS3 to CS4 because you can’t downgrade to the normal version. From a consumer perspective this sucks. From a business perspective this is brilliant. It’s either spend $349 for the upgrade or 699 for the retail of the non-ext version of the program.

We are all however in agreement 😛

As for dealing with it… Adobe does. They do not allow you to unlock the program if it’s a different version – Just check the website. I can tell you however, this is not practiced. If you spent $200 on the product they’ll unlock ya, wouldn’t be good customer service if they didn’t. For the majority of people who read the upgrade paths on the site, they don’t challenge it as we are here. I would guess that for most people it’s not an issue.

-Rilla

Hi,

Just to let people know, this problem is far from ‘fixed’ from an Adobe Customer Service perspective has wasted (so far) 5 hours of my time without any resolution. I upgraded to Vista 64 bit to get more memory for Lightroom and Photoshop. Has to install my Extended CS3 then the CS4 Upgrade. Of Course the CS4 upgrade wouldn’t recognise the CS3 Extended install. "No problems" I thought – I’ll call my friendly customer service people tomorrow during working hours (note I live in Australia so these people are in Manilla). In the mean time I tested CS4 in trial mode

Anyway called Customer Service the next morning (today) and found that CS4 would not even accept the upgrade Serial number as it had decided that it was really a CS4 Extended Version and wanted a Extended Version Serial Number. I was advised that this was a known ‘feature’ as licence keys are further restricted by the language of the original install. And I had inadvertently left the upgrade install at the default of English (US) whereas my previous CS3 was set to a language of English (International) and once you start the trial it defaults to the version of the installed product rather than the version of the upgrade. …Sigh.. After lots of fun with customer support and various failed attempts we had to do a complete uninstall of CS4 and a registry clean, a Photoshop Cache delete and a clean install to get back to square one (which is entering a CS4 product key)… Because the full install takes time, the helpful Technical Support person asks me to call back when it is done and gives me a support Case Number etc.

I call back ready for the unlock and quote my Support Case Number. Being a call centre I get a new person. And ‘helpfully’ all the extra information was not in my case file, just the basics that I had an upgrade issue and that it was resolved (lol). So we start again. This new technical support person says that it is not an approved upgrade path from CS3 Extended to CS4 and that he needs to put me through to Customer Support to explain my options (I barely control my urge to scream!).

After a long wait I spend ages talking to Customer Support who flatly deny that there is any approved path from CS3 Extended to CS4 standard and suggest that I return the upgrade and buy and extended one. I try again and get a second customer support person! Eventually after pushing they agree to try and seek ‘special approval’ for a non standard upgrade. At this point – after 5 hours of installing, uninstalling and hours on the phone to Adobe I am no closer to having a working CS4 upgrade.

I have escalated to Jack Nash via his Blog to (hopefully) get help. But it is really disappointing to have an issue that was supposedly resolved back in early October 2008 still exist and such challenges tyring to get Customer Support / Technical Support to address it.

My real nightmare is the future… With Windows 7 coming next year and doubtless CS5 in a couple of years… Unless Adobe change their processed I can see a nightmare many days process involving having install the original CS3, then CS4, then the special approval (again!) then CS5 etc… Really Adobe need to join the modern world. Adobe have our serial numbers held against our customer registration Email etc. So we should not have to have older versions installed in series to do an upgrade. Just have the install do an automatic check on-line that we have the most recent version licensed to us… and the on-line code could be e4asily changed to fix problems like this, rather than the rigid activation code installed on the CD.

his new technical support person says that it is not an approved upgrade path from CS3 Extended to CS4 and that he needs to put me through to Customer Support to explain my options (I barely control my urge to scream!).

and this is why i’m still complaining about this "back door" policy of going from cs3 ee to cs4 standard. make it right or flat out deny it. but this in between garbage is bush league!

Really Adobe need to join the modern world.

amen.

i’m sorry for your trials geoff. thanks for documenting them.

As a side note, you shouldn’t normally have to install the previous version. Having the installation disk available for insertion on the prompt should be enough, although in this case (where the versions don’t match) it might be necessary.

I’m glad I took the time to study what the Extended version offered when Adobe introduced it. I saw that all that stuff was of no practical use to me and saved the money.

Some people just have to have top of the line regardless. 😉

I don’t think they really want to fix it. If they did it would be fixed and advertised as such…..it just doesn’t seem as if it is that hard to do if they wanted to. And certainly, even if it were hard to do without interaction from Customer or Tech support, they would have at least told their support staff to allow it if people call…..which they haven’t, at least not widely.

Howard,

I think you are right.. The good news is Adobe have agreed to the upgrade. However, totally contrary to the messages by Jack Nash that this is all sorted and now allowed.. Here is the key message back on my customer support case:

Hi Geoff

Good Day!

Thank you for contacting Adobe Asia Pacific Customer Service.

Kindly contact us to proceed with the unlocking procedure.

The escalation I’ve made has been approved.

This is only a one time exemption.

Regards,

* * name deleted by me ** Adobe Asia Pacific Support
www.adobe.com/go/

Note the one time exemption… So this is a sad situation In several ways.. If Jack Nash is right and this is an approved special upgrade path, then Adobe have a SERIOUS problem in their communication with their customer service and technical support teams as we are talking about whole groups that thing this is not supported and requires escallation and approval… Conversely, if is is (as they say) a one time escallation, the Jack Nash has been misleading people on his blog and he rally ought to appologies and correct it… So silly…

Either way disappointing for such a major company…

Of course I am pleased to have the upgrade approved and customer serice was always unfailingly polite and patient with my increasingly desperate attempts to convince them that this was an acceptable updrade. Now all I need to do is take more time off work to be at my computer during their support hours so I can call, wait for ages in a queue and get the one time upgrade key etc.. Sigh…

The latest from John Nack’s blog (http://blogs.adobe.com/jnack/):

Jack,

Thanks. I understand that given that the upgrade logic is hard coded in the shipped product, this needs to be a call to suppport.

In my view, what needs to happen is that support have the issue clearly documenteds and say ‘ of course, sir, give me your two product keys and lets get this fixed’ rather than the current situaiton (for your Asia / Pacific call centre at least) where they simply do not know that the upgrade is supported corporately and have to be begged to escallate to get special permission etc.. I had to ring several times before I was even able to find someone perpared to escallate this request. Think og it.. Ages waiting in a queue. Then the long explanaitons. They they say "I’m sory sirwe just can;t do that". I hang up. Call again… Until I eventually get someone wiling to push the issue.

[Man, it’s absurd and unacceptable that you (and presumably others) get this kind of run-around. I don’t know why the problem apparently remains, and I don’t quite know how I can push harder for a fix, but I’ll keep trying. In the meantime, sorry to have wasted your time. –J.]

I would also recommend that there is a mention of this o the CS4 upgrade pages. Perhaps an "*" footnote on the CS4 Extended upgrades that notes that upgrade to non extended is possible but requires a support call.

Then there would be no sense of this being something that is being hidden by Adobe to make more money etc.

[Good suggestion. Let me look into that as well. –J.]

nice to hear he’s aware of it and pushing…

He’s been pushing – but run into some, um, incomprehension.

He’s been pushing – but run into some, um, incomprehension.

Someone can’t understand why someone wouldn’t want Extended with all it’s fabulous features?

Hi,

Just to let people know that once it was approved, the actual upgrade was and is really painless. Adobe Customer support just give you a special product key for your existing product and the upgrade is accepted…

So I’m sure if Adobe get the customer support confusion out of the way for whether the Extended to Standard upgrade is allowed it will be an easy process in the future

Geoff

So I’m sure if Adobe get the customer support confusion out of the way for whether the Extended to Standard upgrade is allowed it will be an easy process in the future

not as easy as popping in a disk and running setup.