• Global community
    • Language:
      • Deutsch
      • English
      • Español
      • Français
      • Português
  • 日本語コミュニティ
    Dedicated community for Japanese speakers
  • 한국 커뮤니티
    Dedicated community for Korean speakers
Exit
0

You are eligible for a free upgrade to Captivate (2019 release).

Explorer ,
Apr 04, 2020 Apr 04, 2020

Copy link to clipboard

Copied

I'm trying to re-install Captivate on a new machine and I'm receiving this message when I enter my 2019 serial number:

 

Screen Shot 2020-04-04 at 10.22.53 AM.png

I tried using the online chat but it is basically useless and the 800 number closed on weekends.

 

Views

581

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines

correct answers 1 Correct answer

Explorer , Apr 06, 2020 Apr 06, 2020

You need to get in touch with an actual person, through hanging on in the chat bot or by phone. You will eventually get through to a person who can issue you a new number that will get added to your account purchase history.

Votes

Translate

Translate
Community Expert ,
Apr 04, 2020 Apr 04, 2020

Copy link to clipboard

Copied

Which version did you reinstall? Was it 11.0? In that case you can have the free upgrade to 11.5.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Apr 04, 2020 Apr 04, 2020

Copy link to clipboard

Copied

I downloaded the latest version installer which at this time is 11.5.4.613

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Apr 04, 2020 Apr 04, 2020

Copy link to clipboard

Copied

So I'm guessing that my serial number is for 11.0

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Apr 04, 2020 Apr 04, 2020

Copy link to clipboard

Copied

No, should be valid. You are on a Mac? I cannot help you, am a Windows user.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Apr 04, 2020 Apr 04, 2020

Copy link to clipboard

Copied

Nope. It just shakes the message in red about the free upgrade.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Apr 04, 2020 Apr 04, 2020

Copy link to clipboard

Copied

The version you mention is for Mac,

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Apr 04, 2020 Apr 04, 2020

Copy link to clipboard

Copied

Yes.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Apr 04, 2020 Apr 04, 2020

Copy link to clipboard

Copied

The issue is that I need a new serial number but I'm unable to get it. I just need to know how/where to get it.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Apr 04, 2020 Apr 04, 2020

Copy link to clipboard

Copied

Clicking that Captivate Support link brings me here to this forum.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Apr 04, 2020 Apr 04, 2020

Copy link to clipboard

Copied

"Clicking that Captivate Support link brings me here to this forum."

 

I think this illustrates very clearly what is wrong with Adobe's attitude to support.  Even though this is a community of Captivate users and Adobe knows we can't issue serial numbers for Captivate licenses, this is nonetheless where they send people with a problem.  We should be the LAST port of call for problems of this nature.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Apr 04, 2020 Apr 04, 2020

Copy link to clipboard

Copied

So the problem is that it won't let me continue. So I need to know how to get the new serial number. I've tried every adobe support channel with out any luck.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Apr 05, 2020 Apr 05, 2020

Copy link to clipboard

Copied

I have the same problen. Can anybody help me? Thank you

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Apr 06, 2020 Apr 06, 2020

Copy link to clipboard

Copied

I've been on hold for 3 hours calling this number:

1-800-685-3570
Press 2 for Licensing

This is absolutly brutal.

I've also been online all weekend with the Adobe chat bot which is also piece of garbage.

This is by far the worst customer experience I have ever had.

The issue is so basic yet so difficult to resolve.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Apr 06, 2020 Apr 06, 2020

Copy link to clipboard

Copied

Finally got through with a support person in the chat bot. You just need patience to geth this done.

Adobe is failing here! BIG TIME!

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Apr 06, 2020 Apr 06, 2020

Copy link to clipboard

Copied

LATEST

You need to get in touch with an actual person, through hanging on in the chat bot or by phone. You will eventually get through to a person who can issue you a new number that will get added to your account purchase history.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Resources
Help resources