Captivate 2019 serial number

Community Beginner ,
Mar 18, 2020

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I installed captivate 2019 on a new Mac and if i try to put in the serial number, captivate told me that the number is invalid. I use captivate for many years (now in Annual subscription) and the only serial number i'v got is the serial number from Captivate 6.

It seems that there is no possibilty to contact the support...

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Most Valuable Participant ,
Mar 18, 2020

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If you are on a subscription license, you don't need a serial number. You need to log in with the Adobe ID which was used when 'buying' that subscription license. Is that the case? It should be recognized.

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Community Beginner ,
Mar 18, 2020

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Hi Lilybiri,

Unfortunately not - after login with my Adobe-ID captivate ask me, how i want to use the software:

captivate_screen.png

 
 

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Most Valuable Participant ,
Mar 18, 2020

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Are you logged in with the Adobe ID? Choose 'Diese Software testen!'. Normally it will be activate on your ID. If that is not happening, something is awry with your account. In that case, I cannto help you because I am just a user (with a subscription license). Only can try to find a staff member, but try first what I just told.

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Community Beginner ,
Mar 19, 2020

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Hi, that doesn't work - only starts the test-version. It seems so that i have an annual subscription and no possibility to activate the new version.  And no chance to get a staff member...

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Most Valuable Participant ,
Mar 19, 2020

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Guten Morgen. Will try to find someone from the team to help you. I don't know how you tried. No guarantee... 

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Community Beginner ,
Mar 19, 2020

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thanks a lot! Are you from germany?

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Most Valuable Participant ,
Mar 19, 2020

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Nein, Ich bin Flamen. German is my fourth language, understand it very well but hesitate to write in German, would make a lot of mistakes. But have some German consultancy/training clients.

I contacted the team pleading to help you. But India also has sort of lockdown at this moment.  The responsible person already requested someone to help you. They are very nice!

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New Here ,
Mar 27, 2020

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I get the same message (but in English). PLEASE HELP. 

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New Here ,
Mar 19, 2020

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I am in exactly the same position. I have creative cloud working on the subscription model, but need a serial number when none was provided. Most frustrating. 

Thanks for any help. I have 30 days 😉

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Most Valuable Participant ,
Mar 19, 2020

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Can you both have a look at your private messages? 

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Community Beginner ,
Mar 19, 2020

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Hi, an hour ago I recieved a mail from a support member and we try to solve the problem tomorrow afternoon.

I will tell you, if it works.

Thanks a lot for your help!

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Most Valuable Participant ,
Mar 19, 2020

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OK, thought they would use a private message. Crossing my fingers!

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New Here ,
Mar 27, 2020

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@Lilybiri do you have a way to resolve this? I'm losing it and Captivate is "experiencing long wait times" 

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Most Valuable Participant ,
Mar 27, 2020

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I cannot help you (and had to read the same message 4 times, because you repeated it that much). Being just a user, I have contacted the Adobe staff, and they planned a meeting with the OP. No reporting back yet. 

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Community Beginner ,
Aug 16, 2020

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This is awful. I have the same problem. I bought the subscription for Captivate and am unable to launch the softtware. It keeps asking for a serial number. But there is none on my order screen or email. Who can I reach???

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Adobe Community Professional ,
Aug 16, 2020

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Brenda,

If you purchased the subscription for Captivate, and that subscription license is attached to your Adobe ID, then all you really should need to do is make sure you are logged into the Adobe website with your Adobe ID and you should find that Captivate picks up your licensing details and works, not asking for a serial number.

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Community Beginner ,
Aug 16, 2020

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No, it wasn't the serial number issue. There are older Captivate version files on my laptop that were messing with the launch. I finally had to locate the Chat function to get Adobe specialists to work on my laptop remotely.

 

If anyone has this problem, you have to do that. Navigate to a page where you can find the Chat service. It's on adobe.com/getsupport at the bottom right. Then type into the Virtual Asst your problem. There are levels of help. From the Virtual Asst (AI), I got moved up to talk to Level 1 support (human voice), and then got moved up to a specialist who had to work on my MacBook Pro remotely. 

 

Several files had to be deleted before Captivate could be activated. So to those who need this help, I hope this helps. 

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Explorer ,
Aug 17, 2020

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I'm having exactly the same issue.

Leive and Rod, you know I've been using this software for years and years, so I'm extremely familiar with the foibles.
After trying the obvious clean prefs / eLearning Assets route, I completely uninstalled all Captivate versions.

Downloaded a completely fresh version of 2019

Utils:Clean Preferences

Logged into my Adobe account.

Found my (currently paid-up) subscription and serial no.

Launched Captivate
Asked me for my serial number, which I supplied.

'Invalid Serial No'

So I tried to install a trial. 

That didn't work either.

Then I tried to buy a copy, and Adobe said I couldn't, because I already owned one.

But somehow after paying $50 a month for years, I can't use it any more.

Have to say, I'm really pissed, Adobe.
Trying to find a support person is like finding a needle in the haystack.
Please help!

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Most Valuable Participant ,
Aug 18, 2020

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You know that I am just a user. For a subscription license you do not need a serial number. Logging in to the CC application with the same ID as you used for buying CP's license should be sufficient.

I will try to find a staff member to help you out directly.  Normally they are acting very quickly... crossing my fingers.

 

A staff member has been indicated to contact you, please be bit patient...

 

Lieve

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New Here ,
Aug 18, 2020

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I would suggest you ring or chat to Adobe support. Really Captivate should just be inside the Creative Cloud interface which works well, but instead sits outside. As Captivate seems old and clunky and it feels like Adobe aren't that bothered and I wonder about its future - it feels like Pagemaker and Framemaker for Mac at the end. I am unlikely to renew this part of Adobe's offering.

 

I had this same problem and it was eventually sorted out by trial and error, but it was a pain and cost me the best part of a day. Months later the same thing is happening to other people without a FYI or similar as it does not seem uncommon. 

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Explorer ,
Aug 20, 2020

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Lieve, thanks for your help and the referral. (and apologies for spelling your name wrong!!)
As always, your calm competency and unerring support and knowledge is much appreciated.
Cheers
JR

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Most Valuable Participant ,
Aug 21, 2020

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Hi JR

I feel very sad about this situation, but cannot help anyone with license issues. You are correct, this shouldn't happen. It is only recently that I see an increase of this type of problems, have no idea about the origin. It would indeed be good to have at least some idea about the cause(s).

 

Lieve

 

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New Here ,
Aug 18, 2020

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If you chat them, they'll hop into your computer and fix the issue. No clue what the problem was, the first couple people didn't know how to fix it, but once someone who knew this issue was on the call, he fixed it quickly. I'd reference the fact that there are several posts in Adobe Support that reference this issue and they'll be able to figure it out

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Explorer ,
Aug 20, 2020

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The idea that someone has to 'hop onto my computer' remotely to fix something like this is uncomfortable.
I'd prefer if they posted a fix or documented it.

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