Captivate crashes on launch + "trial ended" popup

Forum|Forum|4 years ago
February 5, 2022
1 reply
358 views

When I click to open Captivate 2019 on Mac OS 10.15.7, I get a "trial has expired" box (even though I've been subscribed for months). Behind it, the app will open for a second, then crash. Chatted with support bot and tried updating/restarting everything, but no change. Need to get some work done this weekend, help!

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RodWard

Community Expert

Have you tried logging into your Adobe ID on Creative Cloud or hte Adobe website before opening Captivate? (The subscription licensing is via your Adobe ID not a serial number.)

If you haven't used it for months, is it possible you have recently updated your Mac OS to a later version (e.g Monterey)?

What exact version of Captivate 2019 are you on? If your OS is Monterey, you will need to update to at least Cp 2019 11.8.

B

britab39347911Author

Participant

I logged in to the Creative Cloud app, installed all updates, and restarted my computer (per the bot instructions), but nothing changed.

My temporary fix was to un-install Captivate and then start a new trial. It's working for now, and I will call customer support when they open again on Monday (still a bit nervous/confused to see that while my account shows my current subscription, there is no easy way to re-download or troubleshoot the app)...

I use Captivate pretty regularly, and only today had issues with the app crashing. I have Mac OS 10.15.7 Catalina and am running Captivate 11.8.0.710 (the new trial I just started today), but don't know how to check what version I am paying for...

Lilybiri

Legend

Wondering ... 11.8 was created to have compatibility with Monterey iOS, and you are still on Catalina, not even Big Sur. Problem is that you will have difficulty to access 11.5.

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