Problem Installing Photoshop CS4

AP
Posted By
Aelia_Petro
Jan 9, 2009
Views
430
Replies
9
Status
Closed
My operating system is Widows Vista Home edition, 32 bit. I meet the Photoshop system requirements for RAM etc.
I purchased the Photoshop Elements upgrade version of Photoshop CS4, as I have a brand new copy of Photoshop Elements 6.0.
I attempted to install CS4 outright, but when I entered the serial number for Photoshop Elements 6.0, I got the following message:

"The serial number you have entered does not match the product you have selected. Please try reentering the serial number, or selecting a different product from which to upgrade."

I called Adobe tech support regarding this issue, and they couldn’t explain the problem to me, let alone a solution. The second time I called, I was simply instructed to install it as the trial version and call back again tomorrow!
I have since installed the trial version, and the exact same message appears when I attempt to insert my serial number. So as of now, I only have 29 days of CS4 left.

Any help is more than appreciated, thanks in advance,
Aelia
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BL
Bob Levine
Jan 9, 2009
Why are you entering the Elements serial number? You need to enter the serial number on the DVD case that CS4 came in.

Bob
AP
Aelia_Petro
Jan 9, 2009
I did enter the CS4 serial number (when prompted to do so), but because it is an upgrade version, right after I do it asks me for my Elements serial number… and that’s when the problem occurs.
I have tried entering the CS4 number there, as well as the Elements 6.0 number… tried both with and without dashes.
BL
Bob Levine
Jan 9, 2009
Are you sure you got the correct upgrade version?

Bob
AP
Aelia_Petro
Jan 9, 2009
Yes, I am sure. I got the version the Adobe website told me to get, and the prompt asks me for a serial number for either Elements 4.0, 5.0, 6.0, or 7.0.
JT
John_T_Smith
Jan 9, 2009
Is it possible you are entering the wrong character… such as a 0 (zero) instead of an O (letter "oh") ???
AP
Aelia_Petro
Jan 9, 2009
Thanks for the suggestion John,
Both serial numbers are made up of all numbers, no letters. Thank you for trying however.
BL
Bob Levine
Jan 9, 2009
It sounds like we covered everything possible here. You’re going to need to call Adobe back and insist on speaking to a supervisor if the first person you speak to gives you a hard time.

Make sure to get names and a case number. If you indeed purchased the correct upgrade then you should be getting the help you need installing and activating the software.

Good luck and please come back and let us know how you made out.

Bob
AP
Aelia_Petro
Jan 10, 2009
I called again, and got someone who understood the problem. After nearly an hour on the phone, my problem has been solved.
It was the correct upgrade, the problem required an over ride from Adobe tech support. Without the over ride nothing would have worked.
Thanks for your help and patience guys!
Aelia

PS – If anyone experiences the same problem call tech support, and insist that you get a SUPERVISOR.
DM
dave_milbut
Jan 10, 2009
this over-ride junk is a cruddy way to provide an upgrade! (apparently for this and for the cs3 extended to cs4 standard). grrr!!!

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