Can not start the free trial. I can login fine. I click start free trial and login screen gone

[justinzilla]

Subject says it all.  

Captivate installs fine

Login works fine

I click the start free trial button and the login auth screen disappers and you see Captivate for about 5 seconds, then the login screen appears again to login.  Then start free trial.  Then login screen disappears again.  Then reappears 5 seconds later and want you to login.  It goes in a circle.

Any ideas how to fix this?

Thanks

ju3t1nz

[Lilybiri]

Which exact version? Are you on Windows or Mac?

[justinzilla]

I'm on Windows and downloaded the current version from Adobe's Captivate
page

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ju3t1nz

[Lilybiri]

Did yo install the application on your system, not on a networked drive?  Where are your documents situated? Is it on a roaming profile?

Try to launch Captivate with 'Run as Administrator' feature.

[kathyjones012023]

I'm having the SAME issue!  Was on phone for over 2 hours and still no success!!! URGH!!!!

[billbled]

Same issue here. Windows 11 - fully updated. Exact same issue. Going in circles with the Start Free Trial button.  See the red box below. Does anyone have an idea on how to fix? Or a phone number to call to speak with an English speaking human?

[billbled]

I give up. I called support (800-833-6687) spoke to a level 1 tech for 45 min jumping through all the hoops, remote access, etc etc. She couldn't fix it. I have a *LOT* of software running on this computer and it all runs fine - except Captivate.  I really did want to evaluate Captivate - but if I have to jump through all this just to get the evaluation to run - then I'm out. Disappointing. 

[Lilybiri]

Did you check the possible issue with OneDrive, as I asked?

[billbled]

Not a OneDrive issue - mine is installed local to the C drive.

[billbled]

I think I have this issue fixed. At least for me.

I’m not sure *why* it worked. The problem had been with installing the Captivate trial on my laptop. Over the weekend, I installed the same Captivate trial on my desktop computer. I went to the trial site, filled out the form, and downloaded the trial to my desktop computer under my same Adobe ID. Then I ran the trial on my desktop computer and it ran normally, without the “loop back” problem with the “Start Free Trial” dialog box that my laptop was experiencing.

This morning, I went back to my laptop (again – same Adobe User ID) and ran the same Captivate trial. It ran OK and normally. No more “Start Free Trial” dialog box loop problem.

So my question is – what changed on the Adobe servers?
The fact is that I successfully installed and ran the trial on a different computer, under the same Adobe ID, while my laptop was powered off and in its’ storage bag – and then a day later I get the laptop out, power it up, and run the Captivate trial and it’s OK.

I’m thinking that by having the trial run successfully on my desktop did that change something under my User ID profile on the Adobe servers somehow? Not sure – but wanted to relay what seems to have worked for me.

Hopefully this may help someone else.

My suggestion would be if you're having this loopback issue with the "Start Free Trial" dialog box - shut that computer down. Go to another computer, and install the Captivate trial using the same Adobe ID. If it runs OK there, shut that computer down and go back to your original Captivate trial installation and try it again - does it run OK now? Mine did. 

[carlos_celis6188]

It also worked for me when installing it on other computer and then coming back to mine.