Adobe Genuine FAQ for Businesses

What are genuine Adobe apps?

Genuine Adobe apps are legally licensed application software (apps) purchased directly from Adobe or an authorized reseller.

Only genuine Adobe apps provide guaranteed access to the latest features and functionality including ongoing support and security updates that help your organization avoid potential disruptions.

What is considered a non-genuine (also known as unlicensed) Adobe app?

Adobe apps are considered non-genuine when:

• An app has been modified without permission or hacked.
• Product keys or accounts that have been identified as being stolen or previously used.
• Usage is not in line with the licensing terms of use.

What are the risks to your organization of using non-genuine Adobe apps?

Using non-genuine Adobe apps can pose data security risks and possible disruptions in productivity for both individuals and organizations such as:

• An increased chance of the app not functioning correctly or failing.
• Increased exposure to harmful software, such as viruses and malware, could compromise network security, device operability, and business and personal data.

International Data Corporation (IDC) estimates organizations that obtain and install non-genuine or unlicensed apps face a one-in-three chance (29 percent) of encountering malware.^*

What product features will your employees miss by using non-genuine Adobe apps?

In addition to an increased chance of the non-genuine app not functioning correctly or compromising their data, your employees might miss features only available via genuine Adobe apps such as:

• Team libraries: Share assets across your team and control editing access to keep branding consistent.
• Easy collaboration: Share previews for feedback, edit together and restore past versions with 180-day histories.
• Everywhere access: Capture ideas on mobile, refine them on desktop, and present work on tablets and smartphones.
• Company asset protection: Protect creative assets and libraries by keeping them within the business.

What programs does Adobe offer to help organizations that have non-genuine apps?

Adobe recognizes that many customers unintentionally acquire and install non-genuine apps, posing serious risks to their organization. Adobe has invested in programs designed to support customers throughout the purchase and usage cycle, including:

• Informing our customers when they have non‐genuine apps, either during installation or product use.
• Providing details of identified non-genuine Adobe apps and providing tools and resources to help minimize the risk of security issues.
• Working with organizations to prevent the installation and use of non-genuine apps in future.

How can I protect my organization against the installation of non-genuine Adobe apps?

Buy and download apps directly from Adobe.com or an authorized reseller to help ensure you only get genuine Adobe apps. Educate employees on email and online security best practices and, specifically, explain the possible consequences of downloading and executing files from unverified sources. Restrict employees’ ability to install and run software applications on network devices with prior approval.

If I believe one or more of my Adobe apps are non-genuine, what can I do?

• If you’ve received an email, phone call, or in-app notification from Adobe indicating your app is non-genuine, click the notification to learn more and discover options to get genuine Adobe apps or contact Adobe Customer Care for more information.
• If someone else in your organization is responsible for software purchases (for example, your IT Administrator), you may want to check with them on how to acquire the software first.
  
• If you’ve received a notification when trying to install an Adobe app, Adobe may have blocked a serial number due to misuse. Follow the notification link for instructions on how to resolve.
  

How does Adobe help reduce the availability of non-genuine apps?

Adobe works proactively to prevent fraud at the source by monitoring fraud trends, blocking known issues, closing potential gaps, and prosecuting offending suppliers. We also continuously work to improve our fraud detection capabilities to help prevent Adobe apps from being modified and distributed without permission. We want our customers to fully enjoy the benefits of genuine Adobe apps and services. For more information on our fraud prevention efforts, visit https://www.adobe.com/trust/fraud-prevention.html.

What is the Adobe Genuine Service (AGS)?

The Adobe Genuine Service is a service included with many Adobe apps. The service periodically verifies whether installed Adobe apps are genuine or not, helping protect devices from security vulnerabilities and harmful malware that may be present in non-genuine apps. If non-genuine Adobe apps are found, the AGS can inform you through notifications. The notifications provide detailed information on how to resolve the issue. To block fraudulent activity and help safeguard your machine, Adobe may disable the non-genuine Adobe app. For more information on the AGS, click here.

What kind of data is Adobe collecting to determine if Adobe apps are genuine or not?

The Adobe Genuine Service (AGS) checks across different versions of Adobe apps with the goal of verifying the integrity of installed Adobe apps and validity of the licenses by checking data such as Adobe software serial number, license type, and Adobe code.

Can I uninstall the Adobe Genuine Service (AGS)?

The AGS includes an automatic uninstall feature. If you uninstall all Adobe apps from a device, whether the apps are genuine or not, the AGS will automatically uninstall itself.

We find that many customers are unaware they have installed or purchased Adobe apps and services that are not genuine and may need additional information to address the situation. Therefore, we recommend that you continue to run AGS on all devices using Adobe apps. However, if you decide to manually uninstall AGS, follow the instructions provided here.

While AGS may be uninstalled, Adobe reserves the right to use other methods to protect Adobe apps from fraudulent activity that cannot be uninstalled in accordance with our Privacy Policy.

I have received a notification stating that my organization has one or more non-genuine Adobe apps installed. What does it mean?

If you or someone in your organization has received a notification, it is because the Adobe Genuine Service (AGS) has detected Adobe apps on your system that are not genuine. To remedy the issue, you should follow the instructions provided in the notification.

What if I keep working and ignore the notification?

If you choose to ignore notices and warnings generated by the Adobe Genuine Service (AGS), Adobe may disable the apps that are not genuine to block fraudulent activity and help safeguard your machine.

What are invalid serial numbers and redemption codes?

Serial numbers and redemption codes are determined as invalid if they have been identified as leaked and illegally distributed or the usage is not in line with the licensing terms of use (including the end-user license agreement). When Adobe discovers this fraudulent behavior, the invalid serial numbers and redemption codes are deactivated and blocked from further use. Users may only realize that a serial number has been deactivated when they attempt to install or reinstall the apps and should follow the instructions provided to address this issue.

Why did I receive a notification that my organization may have fraud impacted serial numbers?

You may have received an email notifying you that our fraud prevention specialists have detected fraudulent behavior concerning Adobe serial numbers associated with the Adobe apps your company may be using. A fraud impacted serial number is one that may have been copied, stolen, sold, or misused. Respond to the email for further information.

What should I do?

To minimize disruption, Adobe will provide you with a new serial number to replace each impacted serial number. Each impacted serial number will then be deactivated to prevent continued misuse. Existing installations using the impacted serial numbers must be uninstalled and the new serial numbers should be used for reinstallation and new installation.

Will we incur additional expenses to replace the fraud impacted serial numbers?

No, the replacement serial numbers will be provided at no additional cost. However, to avoid future disruption, ensure that the new serial numbers are secured and are used only by authorized personnel.

Why are my organization’s serial numbers being deactivated?

You may have received emails notifying you that our fraud prevention specialists have detected fraudulent behavior concerning the Adobe serial numbers associated with the apps your company may be using. The impacted serial numbers will be deactivated to prevent continued misuse. Existing installations using the impacted serial numbers must be uninstalled. New serial numbers will be provided and should be used for reinstallation and new installation.

^* Software Management: Security Imperative, Business Opportunity, BSA Global Software Survey, June 2018.