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CP 2019 now wants sign in and serial number

Community Beginner ,
Sep 06, 2020

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Hi - Trying to open CP 2019 as have up till last week - and a sign in required screen appears.

 

Ok, I can sign in. then it wants to activate or run in trial mode - 

Ok, I enter my last known serial number which it doesn't accept.

 

Wait, this is a subscription, maybe I can reinstall - no, the download button under manage my subscription goes to a general Adobe Creative Cloud page without any links for CP.

 

Of course, there is a project due in two days and support, well is support... not available.

 

Any ideas about what is going on here? or how to resolve?

 

thanks,

 

Fred

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CP 2019 now wants sign in and serial number

Community Beginner ,
Sep 06, 2020

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Hi - Trying to open CP 2019 as have up till last week - and a sign in required screen appears.

 

Ok, I can sign in. then it wants to activate or run in trial mode - 

Ok, I enter my last known serial number which it doesn't accept.

 

Wait, this is a subscription, maybe I can reinstall - no, the download button under manage my subscription goes to a general Adobe Creative Cloud page without any links for CP.

 

Of course, there is a project due in two days and support, well is support... not available.

 

Any ideas about what is going on here? or how to resolve?

 

thanks,

 

Fred

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Most Valuable Participant ,
Sep 06, 2020

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A couple of users had the same issue lately.
A staff member suggested to sign out of the CC app, sign back in. Maybe try
that.

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Community Beginner ,
Sep 07, 2020

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Thanks Lilybiri,

 

Did the sign out /sign in - same sypmtoms and then tried with a reboot inbetween, same...

 

I'll try calling support today (it's a US Holiday so not expecting they will be working... yet can hope)

 

cheers,

 

Fred

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Most Valuable Participant ,
Sep 07, 2020

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Sorry, Fred. Will try to find a staff member (from India), not sure it will be still today however to have your support.

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Adobe Employee ,
Sep 07, 2020

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Hi,

Can you please confirm if you are working on a Win OS or Mac OS?

In the meanwhile, try to launch Captivate 2019 again and once you have reached the 'Sign in required" screen, then select the option "Not your AdobeID" and Sign in again with your Adobe Id and Password and see if that works.

Let me know if it still prompts for the serial key.

Regards,
Ajit

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Community Beginner ,
Sep 07, 2020

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Hi Ajit,

 

I clicked on the Not your AdobeID and entered ID and password, enter... went back to the sign in page (just looped back to you must login)

 

I'm on MacOS

 

I've a bit of work to do, so have not enabled the trial for 30 days - hope to get this resolved before too long...

 

cheers,

 

Fred

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Adobe Employee ,
Sep 13, 2020

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Hi,

Thanks for your response.

I have sent you a private message. Please check your inbox and try the steps given in the article.

Incase any further help is required, please get in touch with us directly and we would be happy to assist you further.

https://helpx.adobe.com/in/contact/enterprise-support.other.html#captivate

Regards,
Ajit

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Community Beginner ,
Sep 14, 2020

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Hi Ajit,

 

Yes, I'm using MacOS and Catalini - and the directed files to renames were mostly in the system library not the user library, yet found them all and renamed, etc. 

 

This allowed me to open and login with Captivate, now it is hanging when I try to close CP2019, so will recheck permissions and rebook (haven't done that in a while) and see if that helps.

 

cheers,

 

Fred

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