Service Note

Serial number not accepted

The following content applies to NA, APAC and EMEA Geos

This document provides help with product installer serial number errors. If you need assistance with product activation, please see Adobe's Product Activation Center at www.adobe.com/activation/.

My product installer returns an invalid serial number error during installation or registration

Make sure that you type the full and correct serial number into the product installer. Most Adobe serial numbers are all numeric, and may be as long as 24 digits.

If you are sure you are typing the correct number, then try one or more of the following solutions:

Make sure that you type a zero "0" or the letter "O" where appropriate.
Capitalize all letters using the Shift key.
Make sure Caps Lock (and any other command key) is turned off.
Use the number keys at the top of your keyboard, not the keypad on the side of your keyboard, to enter numbers.
If there is a single serial number text box displayed in the product installer, then include any dashes between numbers.
If there are four serial number text boxes displayed in the product installer, then do not include the dashes in the serial number.
If you are installing an older version, then verify that the serial number is the same on both the bottom of the product box and the registration card.
If the software is bundled with another application, then make sure that you enter the serial number for the correct product.
When installing on Windows 2000 or Windows NT, you must be logged on as a Power User or Administrator.
If the product is platform specific, then make sure that the serial number is for the correct platform. For example, a Windows product installer will not accept Mac OS product serial number.

Note: If you are having difficulty finding your serial number, please see "Find a product serial number" (ServiceNote tn_15290).

Write your serial number down for future reference and keep it in a convenient location so it will be easy to access when contacting Customer Service or Technical Support.

Upgrade serial numbers

Upgrade versions of Adobe software come with a new serial number. If you are installing an upgrade version, then make sure you enter the upgrade serial number.

During the installation of an upgrade version, you may also need to enter the previous version serial number. If the Macromedia product installer does not accept the previous version serial number, then check to make sure the serial number matches one of the Macromedia serial number formats listed in "Sample serial number formats" (ServiceNote kb401377). If the format does not match, or if you continue to have difficulties, please contact Adobe Customer Service for assistance. Please be prepared to provide both the upgrade and previous version serial numbers, as well as your registration information.

Note:

If you are installing the ColdFusion Developer Edition included with Studio, you do not need to enter a serial number. Leave this field blank and continue to the next screen to install.
If you are installing the upgrade to Studio MX +, use the same serial number as Studio MX.

Serial number formats

For a list of serial number formats for past and present Adobe branded and Macromedia branded products, see "Sample serial number formats" (ServiceNote kb401377).