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barnesl1979
barnesl1979
Participant
July 19, 2017
Question

Can't access Captivate

  • July 19, 2017
  • 3 replies
  • 763 views

When trying to access Captivate I get the following message.

As far as I'm aware my IT department installed and activated the product.

Can someone let me know if I can sort this myself and if not what do I need to do?

Thanks,

Louis

    This topic has been closed for replies.

    3 replies

    A
    Adobe Employee
    Ashish.K
    Adobe Employee
    July 20, 2017

    Hi Louis,

     

    Thank you for contacting Adobe.

     

    May we setup a call and check the issue at your end. Could you please send us an email at tcssup@adobe.com with your preferred call back time and phone number.

     

    Regards

    Ashish Kumar

    P
    piotr.burchart
    Inspiring
    July 20, 2017

    Hi,

    Try use this method:
    https://elearning.adobe.com/2017/06/unable-to-activate-adobe-captivate-2017-release/

    PB

    Lilybiri
    Lilybiri
    Legend
    July 19, 2017

    You cannot attach files, you have to insert the screenshot.

    Which version of Captivate are you running? Is it installed on your system, not on a networked drive? Are the paths in Preferences pointing to folders on your system, not on an external or networked drive? If you are on Windows, do you Run Captivate as Administrator?

    barnesl1979
    barnesl1979Author
    Participant
    July 19, 2017

    Hi,

    Thanks so much for coming back to me. Tried to insert the screenshot last time so hopefully this time it works.

    I'm using 2017. That's a really useful point about where it's installed. I don't access as an administrator, we get our IT department to do jobs like this. It may be that they have installed to the network. I work from home so at present I'm working remotely which is why I get the message.

    If the message isn't showing it reads:

    Product activation is required to use this product.

    You must have a working internet connection to activate this product. Please check your connection settings and choose Try Again.

    Thanks,

    Louis

    Lilybiri
    Lilybiri
    Legend
    July 19, 2017

    It looks like the product has not been activated at all. You cannot work with Captivate installed remotely, it has to be on your system. It is possible with the same license to have two activations: maybe on a desktop and a laptop. Requirement is not to use both at the same time.

    I'm just a user like you, if you are talking about an Enterprise license I will not be able to help you out. Can you try to get the information about the license? You don't need full Administrator rights, only be able to run Captivate as Administrator if you are on a Win system.

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