Service Note (Archived)

Important: For more comprehensive help if your serial number doesn't work, see Service Note cpsid_51791, "Cannot install software, serial number doesn't work."

STILL NEED HELP? Chat with a customer service specialist if a Chat Now button appears to the top right, or try our other support resources. Have your registration information ready, including your serial number (for an upgrade and previous version, if applicable).

Issue

When you try to install or register your product, you receive the error "Invalid serial number" or "Serial number not accepted."

Solutions

1. Ensure that you enter the serial number correctly.

• Type a zero (0) or the letter (O) where appropriate.
• Use the number keys at the top of the keyboard to enter numbers. Don't use the keypad on the side of the keyboard.
• If the installer displays a single box for entering the serial number, include the dashes between numbers.
• If the installer displays separate boxes for entering the serial number, don't include the dashes between numbers.
• (Windows 2000 or Windows NT) Log on as a Power User or Administrator to install software.
• Capitalize all letters (if any) using the Shift key.
• Make sure that the Cap Lock key (and any other command key) is turned off.

2. Make sure that the serial number you have is correct.

• If the software is an upgrade, confirm that you the order details indicate the correct product and platform. In addition, make sure that you enter the serial number included with the upgrade. The installer sometimes also requires the serial number for the previous version.
• If the software is an older version, verify that the serial number is the same on the bottom of the product box and on the registration card.
• If the software is bundled with another application, make sure that you enter the serial number for the correct product.
• If the product is platform-specific, make sure that the serial number is for the correct platform.
• If you are installing the upgrade to Studio MX +, use the same serial number as for Studio MX.
• If you are installing the ColdFusion Developer Edition included with Studio, you do not need to enter a serial number. Leave the box blank and continue to the next screen.

3. Contact Technical Support.

To contact Technical Support for additional troubleshooting, go to the Support Contact page. The technician will verify the details in the steps above and provide additional troubleshooting.

Additional information

Most Adobe branded serial numbers are all numeric, and may be as long as 24 digits.

Most Macromedia branded product serial numbers are 21 digits, beginning with three letters and followed by a series of numbers separated by dashes.

Robo products usually contain five sets of five alphanumeric characters, separated by dashes.

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