I am having major licensing/profile issues

I previously talked to a rep at Adobe who just told me to keep switching profiles- but I’m having the same issues but now my voices are also gone.

Adobe Captivate 13.1 Licensing and AI Voice Issue

I am using Adobe Captivate 13.1 on Windows.

My Adobe ID has two profiles associated with the same email address:

• Personal Profile: Contains my individual Captivate subscription.

• Business Profile (Kamiwaza AI): Contains my Acrobat subscription.

I am experiencing two related issues:

1. Captivate repeatedly loses its license state

Every time I launch Captivate, I receive a "Start your free trial of Captivate" message and must click "Sign out and use a different Adobe ID" before I can access my licensed copy of Captivate.

However, the issue is more severe than a startup login problem.

Even after I have successfully authenticated and am actively working in Captivate, the application may present the Trial/Buy Captivate screen again when I choose File > New Project or attempt to open another project.

In other words:

• I can already have a project open and be actively working in Captivate.

• Captivate is clearly running and licensed enough to allow editing.

• Choosing File > New Project can trigger the "Start your free trial of Captivate" dialog again within the same application session.

This appears to indicate that Captivate is not maintaining a consistent entitlement state.

2. AI Voices do not load

The AI Voices feature no longer works.

Symptoms:

• Only Microsoft/System voices appear.

• No AI voices are listed.

• Selecting AI Voices displays the message:

"It appears there is a problem with loading the voice. It could be due to the voice not being available or a connection-related issue. Check if your internet is active or select Retry to load the voices."

Troubleshooting already performed

• Upgraded from Captivate 13.0 to 13.1.

• Signed out and back into Creative Cloud.

• Reset the Adobe OOBE folder and reauthenticated.

• Confirmed internet connectivity.

• Confirmed Adobe Assets load successfully inside Captivate.

• Confirmed existing project audio is still present.

• Confirmed Generative AI services are reachable from within Captivate.

• AI Voices continue to fail to load after all troubleshooting.

Additional Information

• Captivate is licensed under my Personal profile.

• Acrobat is licensed under my Business profile.

• Both profiles use the same Adobe ID email address.

• Assets load correctly within Captivate.

• Existing project audio remains intact.

• The AI Voice catalog never loads and only system voices are available.

I understand that Adobe supports both a Personal Profile and one or more Business Profiles under the same email address. My concern is that the issue persists even after I authenticate and access my licensed Captivate subscription.

The problem is not simply selecting the correct profile. Once I have successfully opened Captivate, the application can still present the Trial screen again during the same session when I create a new project or open another project.

In addition, Adobe Assets load successfully and Generative AI services are reachable, but AI Voices never load and only system voices are available.

Because the issue persists after successful authentication, I would like this investigated as a licensing/entitlement or AI Voice service issue rather than a profile-selection issue.