How to deactivate captivate 2019 from an old computer

[Annikaa222]

I had installed adobe captivate 2019 on my computer which has now completely stopped working. How can I deactivate captivate 2019 from a computer that is no longer available?

[Lilybiri]

That is indeed a problem, if you are still on a perpetual license (no longer possible). I think you'll need to contact Adobe directly. If you have a subscription license, I don't think you still have to deactivate before installing on a new system.

[Annikaa222]

Thank you  will connect with Adobe to get a resolution

[RodWard]

If you had Captivate installed and licensed (under subscription) on your computer then you should also have an Adobe ID that is registered on the Adobe website.  Your username is usually just your email address (because it has to be unique).

Just use another computer to log into your Adobe profile using your email address and whatever password you used when setting up the profile.

When you have logged in, look for the link to Manage Account. 

Then look for the link on the left to Activated Devices.

This should show you the names of all computers where you had Captivate installed. There should be no more than two computers listed.  When you find the computer that has now stopped working, click the Deactivate button.

You should now be able to install Captivate on another computer under your current licensing.

[Annikaa222]

On my Adobe account under Activated device it is not showing any device. However when I checked sign in and security I saw some "Active Sessions". Is it the same thing ? 

[RodWard]

No.  Sessions are more likely to be related to when you have logged into your profile.

As Lieve asked, what type of license do you have?  Is it a standalone license or a subscription?  Did you purchase it yourself, or is it managed by the company where you work?

[Annikaa222]

It is a perpetual license. It is managed by my company. Can I view the activated devices from LWS and deactivate from thete.

[RodWard]

 If the list of activated devices is not showing up on your profile when you log in with your personal Adobe ID then you will need to talk to whoever in your company knows the correct Adobe ID for this license.   Even if you were to get hold of an Adobe Support person who is able to deactivate devices, they would still need to know which Adobe ID it comes under.

[Annikaa222]

Thank you for helping out. I have the Adobe ID under which it comes. That should make it easier