Skip to main content
AnDrewPro-sEM9mO
AnDrewPro-sEM9mO
Inspiring
June 22, 2017
Answered

Captivate Sign In Required Loop

  • June 22, 2017
  • 4 replies
  • 3580 views

Captivate 9 and 2017 are suddenly popping up with a "Sign In Required" window when I try to start them up. I click the Sign In button, see a "Thank You" window, and click Continue. Captivate begins to load, and then the "Sign In Required" window pops up again in an endless loop, preventing preventing use of the application. I have paid licenses for both.

Creative Cloud apps are working fine.

This topic has been closed for replies.
Correct answer AnDrewPro-sEM9mO

I received a call from Adobe Support again yesterday and was finally able to get the issue fixed. They uninstalled all Adobe products, and then manually deleted all of the leftover Adobe folders and files in all their various locations (there were still folders all over the place after the uninstall). That did the trick. Sign in worked after reinstalling Captivate. The whole process took about two hours.

After all the hassle, I have to say it would have been much easier just sticking with Captivate 9. I would recommend people wait to upgrade until all the kinks are worked out and a version is released with more worthwhile features.

4 replies

AnDrewPro-sEM9mO
AnDrewPro-sEM9mOAuthorCorrect answer
Inspiring
July 27, 2017

I received a call from Adobe Support again yesterday and was finally able to get the issue fixed. They uninstalled all Adobe products, and then manually deleted all of the leftover Adobe folders and files in all their various locations (there were still folders all over the place after the uninstall). That did the trick. Sign in worked after reinstalling Captivate. The whole process took about two hours.

After all the hassle, I have to say it would have been much easier just sticking with Captivate 9. I would recommend people wait to upgrade until all the kinks are worked out and a version is released with more worthwhile features.

Lilybiri
Lilybiri
Legend
July 28, 2017

I totally understand your frustration, but do not agree with the conclusion. Since I am daily on this forum, can confirm that only a few users did have the same problems. In my case, it went smoothly, I do have CC subscription and several versions of Captivate installed on several systems, Win7 and Win10.

RodWard
Community Expert
RodWardCommunity Expert
Community Expert
February 13, 2018

Is there a benefit to keeping both Captivate 9 and Captivate 2017?
Why not uninstall Captivate 9?


If everyone in your organisation is using the latest version and there are no users that you may need to liaise with that still only have the older version then by all means uninstall it. 

But if you happen to be a contract e-learning developer like myself and you need to work for a variety of clients, with no guarantee what version of Captivate they are using, then you would be wise to leave the older versions installed.  I have Captivate versions 7, 8, 9 and 2017 installed on my development PC.

    AnDrewPro-sEM9mO
    AnDrewPro-sEM9mOAuthor
    Inspiring
    July 25, 2017

    Creative Cloud is up to date. I've uninstalled and re-installed it (along with all of my Adobe applications), I've run "Repair," and I've run AdobeCreativeCloudCleanerTool.exe.

    Additionally, I have done the following:

    • Changed opm.db to opm.db.old in Users/<my user name>/AppData/Local/Adobe/OOBE
    • Ran CleanPreferencesWin.bat
    • Ran Captivate as administrator
    • Changed my internet settings to every possible combination

    I'm still being asked to sign in every time I open Captivate, and when the application opens I am not shown as signed in when I look at the Help menu.

    Yesterday I discovered that at least one of my coworkers is also stuck in the sign in loop. A different coworker was able to resolve her loop by updating Creative Cloud.

    AnDrewPro-sEM9mO
    AnDrewPro-sEM9mOAuthor
    Inspiring
    July 24, 2017

    The endless Sign In loop is fixed, but it's still asking my to sign in every time I open Captivate, and once it's opened, it doesn't acknowledge that I'm signed in (the Help menu still gives the option to Sign In).

    I contacted Adobe Support, and at first they thought it was a permissions issue. So they had my co-worker sign into Windows and open Captivate. My coworker didn't experience the loop, and now when I sign in it doesn't go into the loop, just the partial sign in problem I described above. Adobe said that it must be a firewall issue with my company, so I needed to contact my company's IT to get it resolved.

    I did that and tried opening Captivate outside of the company's firewall (when I was at home and not on a VPN), but I still experienced the issue. I've tried uninstalling and reinstalling Captivate, CC, and all of my Adobe applications. I've tried literally every solution that is posted anywhere online. Nothing worked.

    I emailed Adobe again about the issue on Friday and CC'd the internal IT person who was helping me here so that they can work together to get it resolved. I haven't heard back yet. I will update this post if and when this issue is fixed in case there are others who are having the same problem.

    AnDrewPro-sEM9mO
    AnDrewPro-sEM9mOAuthor
    Inspiring
    June 26, 2017

    I am still having this issue. Paid full price for Captivate 2017 and can't use it at all. I tried uninstalling Captivate 9. Didn't work. Uninstalled 2017 and re-installed. Still stuck in the "Sign In Required" loop.

      S
      StevePixel
      Inspiring
      June 26, 2017

      I would contact Adobe Support directly. If you have a valid subscription you should only have to sign in once. I would also get them to  start date the subscription, from when you can actually use it. 

      Cheers,
      Steve 

      Terms & ConditionsAccessibility statement
      Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices