Issue deploying Captivate

Report · Feb 23, 2016

Hi Support

City of Gold Coast have experienced an issue deploying Captivate to a user’s PC within Council. Until resolved this will affect all future deployment requests for Captivate. Upon installing the program IT service support were prompted during registration for a software licence key. The only available licence key was one provided by Adobe under the old agreement. Although this enabled Captivate to successfully install on the user’s PC, we were prompted with a 30 trial period notification (indicating it was not a full licence) and to create a new Adobe ID. Up until this point all earlier deployments of Captivate have never required repeat entry of the serial key as this was included in the original deployment package. Our current agreement with Adobe indicates Captivate is PC serial based (not Named User based) therefore we are ensure as to why the Adobe ID registration was initiated.

Can Council be issued with a serial code for Captivate so we can continue to deploy the software to end users. We appreciate your assistance.

Kind regards Susie

(Internal Ref # SRQ0474876)

Report · Feb 24, 2016

Hi Susie,

The correct procedure for deploying non-CC products such as Captivate is noted in the following document:

Package non-Adobe Creative Cloud products

As you mention, this requires a valid Captivate serial key. Your serial key is available in the Adobe Licensing Website, which you can check if you are an admin attached to your account.

If you are unable to access LWS or have any other issues, I would suggest contacting support via the Support tab in the dashboard (Open a Case) so that we can ensure you have the correct access.

Report · Feb 24, 2016

Thanks Alister,

Would it be possible to speak to you via phone? You can reach me on 61 7 5581 6836. If not should we raise a new ticket via phone support?

Kind regards Susie

Report · Feb 24, 2016

Hi Alister,

Further to my last correspondence, we received advice from our Adobe Account Manager to log a support ticket directly with Enterprise Support.

You can close this support call.

Thank you for the advice provided,

Kind regards Susie