Service Note (Archived)

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 What's covered

• Issue
• Find out if you purchased the correct upgrade
  • If you purchased the wrong upgrade
  • If you purchased the correct upgrade
  • Install CS4 in Trial mode

 Issue

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To install your CS4 upgrade, you must have a qualifying previous version product already installed on your machine.

When you enter the CS4 upgrade serial number (as shown in Figure 1) to install your CS4 upgrade, the CS4 product installer searches your computer for a qualifying previous version product.

Figure 1: Enter your serial number

 

If the product is not found, then the installer returns the following error message (as shown in Figure 2):

"Invalid Serial Number: The serial number you entered is not valid. Click OK to retry entering the serial number."

Figure 2: Invalid Serial Number error

Note: To ensure that you have entered your serial number correctly, see "Serial number doesn't work" (ServiceNote tn_15282).

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 Find out if you purchased the correct upgrade

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You can see the eligible upgrade paths for each CS4 product in "Upgrade details for Adobe CS4 products" (ServiceNote kb406396).

 If you purchased the wrong upgrade

If you purchased the wrong upgrade, then you must return your product for a refund or exchange.

Return policies and procedures vary by region. For return instructions, see one of the following documents on the Adobe website:

• US: "Adobe return policy" (ServiceNote tn_15327)
• UK: "Return an Adobe Product" www.adobe.com/uk/support/service/returnadobe.html
• France: "Retour d'un produit Adobe" www.adobe.com/fr/support/service/returnadobe.html
• Germany: "Rckgabe von Adobe-Produkten" www.adobe.com/de/support/service/returnadobe.html

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 If you purchased the correct upgrade

If you purchased the correct upgrade, then do the following steps:

1. Install your product in Trial mode.
2. Call Adobe Customer Service before the trial expires for assistance installing your CS4 upgrade.
   
   Important: You must confirm that you purchased an eligible upgrade and have the CS4 Trial version installed before you call.

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 Install CS4 in Trial mode

To install your product in Trial mode, do the following steps:

1. In the Welcome screen, select I Want To Install And Use Adobe Creative Suite 4 On A Trial Basis.
2. Click Next (see the following screenshot).
   
   
3. Follow the on-screen instructions to complete the installation. To see a Captivate demo of the installation process, go to "Install CS4 products on Windows and Mac OS" (ServiceNote kb405011).

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