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Fred Schenkelberg
Known Participant
September 6, 2020
Question

CP 2019 now wants sign in and serial number

  • September 6, 2020
  • 2 replies
  • 546 views

Hi - Trying to open CP 2019 as have up till last week - and a sign in required screen appears.

 

Ok, I can sign in. then it wants to activate or run in trial mode - 

Ok, I enter my last known serial number which it doesn't accept.

 

Wait, this is a subscription, maybe I can reinstall - no, the download button under manage my subscription goes to a general Adobe Creative Cloud page without any links for CP.

 

Of course, there is a project due in two days and support, well is support... not available.

 

Any ideas about what is going on here? or how to resolve?

 

thanks,

 

Fred

    This topic has been closed for replies.

    2 replies

    AJIT_M
    Community Manager
    AJIT_MCommunity Manager
    Community Manager
    September 7, 2020

    Hi,

    Can you please confirm if you are working on a Win OS or Mac OS?

    In the meanwhile, try to launch Captivate 2019 again and once you have reached the 'Sign in required" screen, then select the option "Not your AdobeID" and Sign in again with your Adobe Id and Password and see if that works.

    Let me know if it still prompts for the serial key.

    Regards,
    Ajit

    F
    Fred SchenkelbergAuthor
    Known Participant
    September 7, 2020

    Hi Ajit,

     

    I clicked on the Not your AdobeID and entered ID and password, enter... went back to the sign in page (just looped back to you must login)

     

    I'm on MacOS

     

    I've a bit of work to do, so have not enabled the trial for 30 days - hope to get this resolved before too long...

     

    cheers,

     

    Fred

    AJIT_M
    Community Manager
    AJIT_MCommunity Manager
    Community Manager
    September 13, 2020

    Hi,

    Thanks for your response.

    I have sent you a private message. Please check your inbox and try the steps given in the article.

    Incase any further help is required, please get in touch with us directly and we would be happy to assist you further.

    https://helpx.adobe.com/in/contact/enterprise-support.other.html#captivate

    Regards,
    Ajit

      Lilybiri
      Lilybiri
      Legend
      September 6, 2020
      A couple of users had the same issue lately.
      A staff member suggested to sign out of the CC app, sign back in. Maybe try
      that.
      F
      Fred SchenkelbergAuthor
      Known Participant
      September 7, 2020

      Thanks Lilybiri,

       

      Did the sign out /sign in - same sypmtoms and then tried with a reboot inbetween, same...

       

      I'll try calling support today (it's a US Holiday so not expecting they will be working... yet can hope)

       

      cheers,

       

      Fred

      Lilybiri
      Lilybiri
      Legend
      September 7, 2020

      Sorry, Fred. Will try to find a staff member (from India), not sure it will be still today however to have your support.

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