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Margaret9876
Participant
August 31, 2021
StickyQuestion

Any suggestions for Captivate stuck in trial version

  • August 31, 2021
  • 2 replies
  • 338 views

I cannot license my subscription version of Captivate. I have an active subscription. When I open Captivate I'm in the trial version (I'm on day 23 now.) I've tried logging out of CC and Captivate and getting back in and also unistalling and reinstalling. If I try and buy it says that I already own it. If I try and license, it wants a serial number, which I don't have. I don't think I ever got a serial number. I've looked back at my old emails and there isn't anything in there about a serial number and there isn't anything on my account page.

Adobe support has been less than helpful 

-Do I have a serial number? Can I have it? "let me transfer you" - can't provide a serial number

-my account is "being migrated to a business account" which doesn't make any sense. 

-something is being done in the back end with accounts

-When will it be fixed? Unknown

-How will I work in the meantime? "Use the trial version." Which means publishing my projects, uploading to the LMS, then republishing and reloading when the owned version is working. Adobe support seems to think that this is a perfectly reasonable work around. And no answer to what happens when this isn't fixed before the trial version expires. 

 

Any suggestions on other actions to take would be appreciated. I'm at my wit's end and converting 150 plus courses to Storyline is seeming like a reasonable proposition at this point. Thanks.

    This topic has been closed for replies.

    2 replies

    Lilybiri
    Lilybiri
    Legend
    September 1, 2021

    This is not something which can be solved by another user like me. I will try to get an Adobe Staff member to help you solve this problem.

    M
    Margaret9876Author
    Participant
    September 1, 2021

    Thanks Lilybiri. I appreciate any help you can give me in getting support from Adobe. 

    Lilybiri
    Lilybiri
    Legend
    September 1, 2021

    I have mailed, but didn't get any answer yet. Please be patient.

    RodWard
    Community Expert
    RodWardCommunity Expert
    Community Expert
    September 1, 2021

    If you have purchased a Subscription then you do not get a serial number.  That is for standalone licenses.  The subscription is a better way to purchase Captivate (in my opinion) because then all updates and new major versions are at no extra cost.

     

    With the subscription, all you need to have is a valid Adobe ID and be logged into that ID when working in Captivate.

     

    Your subscription to Creative Cloud will NOT get you Captivate because it is not part of Creative Cloud.  You need to purchase a subscription licence or standalone license for Captivate separately.

     

    If you create content just using the Captivate trial version you will find that the content stops working 30 days after you publish.  So that's not a viable alternative either.

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