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Corrupted Captivate 2019 installer for Mac

Community Expert ,
Oct 07, 2020 Oct 07, 2020

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For over two months I've been trying to install Adobe Captivate on a Mac machine. I downloaded the package (dmg file) from Adobe Captivate page, however, it just won't expand on OS Catalina and shows an error, the same package would expand on a much older OSX, transferred the installer back onto the Catalina machine, yet the installer gives me an error almost immediately.

Screen Shot 2020-10-08 at 10.41.44 AM.png

I contacted Adobe Support, and have escalated this matter already, I received a phone call from a Captivate support person but ended up giving me the same link shown above for downloading the installer, which didn't work!!

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correct answers 1 Correct answer

Community Expert , Oct 11, 2020 Oct 11, 2020

Sorry, Mayank.

Did you sign out both in the CC app and in Captivate? Then sign in again?

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Community Expert ,
Oct 08, 2020 Oct 08, 2020

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I am a Windows user, cannot help you, but will try to find a staff member to solve your problem.

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Community Expert ,
Oct 08, 2020 Oct 08, 2020

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So nice of you.

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Community Expert ,
Oct 08, 2020 Oct 08, 2020

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Have sent a mail. Please be patient. They are very competent and friendly, you can be sure about that.

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Adobe Employee ,
Oct 08, 2020 Oct 08, 2020

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Hi,

Can you try to install it under root user account and see if this works?

 

Please refer: https://support.apple.com/en-us/HT204012

 

Regards,

Mayank

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Community Expert ,
Oct 08, 2020 Oct 08, 2020

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Hi Mayank,

I haven't reached the installation phase as the disk image downloaded from Adobe website appears to be corrupted as the short video I included up here shows.

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Community Expert ,
Oct 08, 2020 Oct 08, 2020

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To explain my sitatuion further more. In a typical installation process for any Adobe application we go through below three stages:

  1. Download installer package from Adobe web portal/site
  2. Expand the installer package locally on the destination machine
  3. Run the installer

 

I'm currently stuck in stage 2 as the video above shows.

 

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Adobe Employee ,
Oct 08, 2020 Oct 08, 2020

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Hi,

 

I have forwarded you an email with the new link to Captivate 2019. Kindly check your email and see if this works.

 

Regards,

Mayank

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Community Expert ,
Oct 09, 2020 Oct 09, 2020

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Hi Mayank,

Thanks so much for dropping me an email with a download link. The good news is the link you shared allowed me to download, expand and install.

Captivate is now running as a trial since the version you shared is serialized while my account is a named one (sorry for not mentioning this earlier) hence I don't have a serial number.

 

I would appreciate if you can share a link to named version… thanks.

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Community Expert ,
Oct 09, 2020 Oct 09, 2020

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There is no difference between a perpetual or a subscription license, except the activation.

If you have a subscription license, make sure to log in to the CC application with the same ID that was used for the license. Normally Captivate should recognize that ID and license your copy.

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Community Expert ,
Oct 09, 2020 Oct 09, 2020

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Hi Lilybiri,

Unfortunately, it doesn't give me the chance to sign-in. The moment Captviate opens up, below window opens…

Screen Shot 2020-10-09 at 7.41.17 PM.png

 

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Community Expert ,
Oct 09, 2020 Oct 09, 2020

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As I told, I'm  not a Mac user.

What happens when you click Activate now?

If you are logged in to the CC application, try to sign out and back in. That can solve some 'corruption' with the link to the Creative Cloud.

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Community Expert ,
Oct 09, 2020 Oct 09, 2020

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Clicking the Activate now button shows the serial number window…

Screen Shot 2020-10-09 at 8.10.08 PM.png

This has nothing to do with Mac/Windows installer. Adobe sells both perpetual and subscription licenses, this installer is a perpetual version that requires a serial number.

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Community Expert ,
Oct 09, 2020 Oct 09, 2020

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Did you try the sign in/sign out workflow from the CC app?

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Community Expert ,
Oct 11, 2020 Oct 11, 2020

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This is the situation. I had two options, insert serial number or choose trial, well I choose trial because I don't have a serial number.

Screen Shot 2020-10-11 at 10.48.43 AM.png

My account is a mix of complementary Enterprise All Apps license from Adobe Inc., and Adobe for Teams license I got from my office that gives me access to Captivate as well as Adobe Stock. 

Screen Shot 2020-10-11 at 10.24.43 AM.png

I cannot see Captivate under my Adobe CC desktop application even though I'm using the same Adobe ID for all my Adobe applications. I guess we cannot mix accounts as in my scenario, and the solution is to obtain a serialized Captivate instead of Named version to avoid such mixup.

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Community Expert ,
Oct 11, 2020 Oct 11, 2020

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Captivate is NOT included in the CC subscription at all. It needs a separate license, subscription or perpetual with serial number. I had hoped that Mayank would continue the follow-up. As a simple user I never had experiences with Team licenses. 

As an individual user I do have subscription licenses both for CC and for Captivate. 

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Community Expert ,
Oct 11, 2020 Oct 11, 2020

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Mayank is still in touch by email, he is basically providing the same suggestions like yours. I asked our Admin to assign Captivate License to another Adobe ID, Signed-out, then Signed-in, restarting my machine, however, Captivate still showing trial even though I can see that it recognized my Adobe ID as shown in the help menu!

Help-menu.jpg

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Community Expert ,
Oct 11, 2020 Oct 11, 2020

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Sorry, Mayank.

Did you sign out both in the CC app and in Captivate? Then sign in again?

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Community Expert ,
Oct 11, 2020 Oct 11, 2020

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Yes, Signed-Out, and Signed-In. As I mentioned above, I even asked our admin to assign Captivate to a personal email (Adobe ID), it kept showing as trial. 

Now, my admin has re-assigned the license to my original Adobe ID, Signed-in again, the trial window shows, it asks me to either purchase a license or enter serial number even though my Adobe ID shows in the Help menu!

 

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Community Expert ,
Oct 11, 2020 Oct 11, 2020

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I signed-in and out heaps of times today. Restarted my machine though I don't usually do that, now I don't see the trial window anymore. Let's hope Captivate will continue to run without issues since it is running well now.

 

Back to the top-most issue. Captivate team needs to inspect the link to download the Mac installer which started this long discussion, I still believe it is corrupted.

 

Thank you Lilybiri for sticking around, thank you Mayank for sharing an alternative installer with me and for the suggestions.

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Community Expert ,
Oct 11, 2020 Oct 11, 2020

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What a relief, sorry it took so long.

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