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Captivate won't open

Community Beginner ,
Mar 15, 2022 Mar 15, 2022

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Hi All,

 

A user I manage has adobe Captivate installed and is paying for the subscription montly however when she goes to open Captivate it says trial expired and is asking for a serialnumber?

 

Can someone please tell me where I can find this serial number if im paying monthly? As she is currently paying for a service she is unable to access.

 

I have also tried clicking the 'Adobe ID' button which then says browser not supported (even when updating everything). 

 

Mason22113077rsdy_0-1647360536554.png

Id really appreicate it if anyone could help me with this,

 

thank you,

 

Mason

 

 

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Advanced , Installation and licensing

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Community Beginner ,
Mar 15, 2022 Mar 15, 2022

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I have also tried the registry fix on the link adobe suggests to use which also doesn't work.

 

thank you

 

Mason

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Community Expert ,
Mar 16, 2022 Mar 16, 2022

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A subscription license is linked to an Adobe ID, not to a serial number.

Are you sure you logged in with the ID which was used on buying the license? Maybe the user is already logged in with another ID.

Have also a look at:

https://helpx.adobe.com/au/x-productkb/global/update-operating-system-and-browser.html

 

If the CC app is running, try to log out of it and log back in.

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