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Serial Number Not Valid Captivate 2017

New Here ,
Jun 03, 2018

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Hi All,

Purchased and dowloaded Captivate 2017 in September.  I remember having a similar issue when I tried entering my serial number the first time I did this, but I can't seem to get it to work again.  That being said, I downloaded the program to an old computer, now I have a new computer and can't get it into it.  I have successfully downloaded the Captivate App at the trial point.  When I launch it opens Captivate and the Adobe App.  The Adobe app asked for a sign in (which I know and which has the correct serial number linked to it).  I sign in and then it prompts me to use the trial or use a license.  I enter in the number (I've done this numerous times and have not been able to make it work), but it says "Serial number is not valid for Adobe Captivate 2017."  I have purchased that program, I have the latest updates installed.  I work in IT and run support, so I have checked everything that I can think of to fix it. 

Screenshots below, serial numbers intentionally blurred.  Account verification and error message.

Account Verification.png

Error Message.png

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Serial Number Not Valid Captivate 2017

New Here ,
Jun 03, 2018

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Hi All,

Purchased and dowloaded Captivate 2017 in September.  I remember having a similar issue when I tried entering my serial number the first time I did this, but I can't seem to get it to work again.  That being said, I downloaded the program to an old computer, now I have a new computer and can't get it into it.  I have successfully downloaded the Captivate App at the trial point.  When I launch it opens Captivate and the Adobe App.  The Adobe app asked for a sign in (which I know and which has the correct serial number linked to it).  I sign in and then it prompts me to use the trial or use a license.  I enter in the number (I've done this numerous times and have not been able to make it work), but it says "Serial number is not valid for Adobe Captivate 2017."  I have purchased that program, I have the latest updates installed.  I work in IT and run support, so I have checked everything that I can think of to fix it. 

Screenshots below, serial numbers intentionally blurred.  Account verification and error message.

Account Verification.png

Error Message.png

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743

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Jun 03, 2018 0
Most Valuable Participant ,
Jun 03, 2018

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This is a user forum and such a problem can only be solved by a staff member. I will try to warn them, and someone will contact you for sure. Please be patient.

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Jun 03, 2018 0
Adobe Employee ,
Jun 04, 2018

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Hello,

Please contact our support team for this issue, using the link: https://helpx.adobe.com/contact.html

Regards
Ashish

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Jun 04, 2018 0
Most Valuable Participant ,
Jun 04, 2018

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Sorry, Ashish, someone from staff will contact this person, was confirmed after I sent out a 'cry'' for help yesterday.

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Jun 04, 2018 0
Adobe Employee ,
Jun 04, 2018

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Thanks, I have personally sent an email to the user to troubleshoot this issue. 

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Jun 04, 2018 0
Lilybiri LATEST
Most Valuable Participant ,
Jun 04, 2018

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Great! Thanks so much.

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Jun 04, 2018 0