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vt0123456789
vt0123456789
Participant
August 25, 2021
Question

Problems with Business and Personal profiles

  • August 25, 2021
  • 5 replies
  • 2543 views

Recently, the concept of two profiles appeared in my fully licensed copies of Creative Suite and Captivate. I only have one account licensed by my employer, that listed all of my apps, and never had a "personal account" previously. Somehow, Creative Suite is linked to the business profile and Captivate is now linked to the personal profile. This is causing me an enormous amount of frustration, as I cannot use a Creative Suite application and Captivate at the same time. I also cannot access the fonts I've activated in Captivate, as they are linked to the Business profile.

 

Please help me sort this out. I cannot seem to find any good information about how to move the Captivate license to the Business profile, where it should be. In order to use the other application, I have to log out and log back in with the other profile.

    This topic has been closed for replies.

    5 replies

    P
    Patrick Paquet
    Participating Frequently
    November 25, 2021

    Same problem here, and this is the solution we are looking at, since Adobe doesnt seem to give a f*ck about their customers: List of Best Adobe Captivate Alternatives & Competitors 2021 (trustradius.com)

      M
      Maropost
      Participant
      November 23, 2021

      We are in the same boat and they seem to be in complete denial of the issue. They seem to think only giving us one popup (that most seem to have missed) was the solution to us moving all our files.. 

       

      I reached out TWICE before the expiry and asked if there was anything i needed to do to avoid issues and both times i was told it was 'fine'.... and now im being told to move our 100+ files manually. What a waste of time and energy! Honestly this should be grounds for a class action.

       

      Hopefully more people will find there way to the forums vs just taking it on the head and manually moving everything over.

      but even then they are hiding these chats in this enterprise section... just sad adobe.

        B
        barbaraw74275261
        Participating Frequently
        June 20, 2022

        I am with you on a class action lawsuit they created the problem with the user name change and have no tangible solutions.

        E-learning Dev
        E-learning Dev
        Participant
        November 23, 2021

        Having this exact problem several months after the OP's. Our IT at work has had to contact Adobe several times now.

        At one point when switching between accounts it briefly denied me access to all of my apps but thankfully IT managed to fix that (captivate seems to need to be rebooted every time the profiles are switched or it will get stuck thinking you're in the account without a captivate license.)

        This slows down e-learning development time considerably, so it bothers me that Adobe doesn't seem to be taking the issue seriously. Why does captivate need to be on a separate profile? It doesn't make sense.

          E-learning Dev
          E-learning Dev
          Participant
          November 25, 2021

          As an update - my works profiles are finally fixed! Captivate and the cloud services are finally on the same profile behaving themselves.

          Hopefully others in this chat will have their problems solved soon. Our IT had to spend days working with Adobe to sort it out.

          P
          Patrick Paquet
          Participating Frequently
          November 25, 2021

          Our CC licences are on a Teams account, and the Captivate is on a VIP account. I suspect this will be complicated indeed. 

           

          Happy you got yours resolved.

          J
          jsobonya
          Participating Frequently
          November 16, 2021

          I have the exact same problem as well, some software (Acrobat Pro) is linked to my "Business" profile while other software (RoboHelp) is linked to my "Personal" profile. Can't use both at the same time - have to "log out" of one account and back into another, despite the profiles having the same e-mail address! Make it make sense, Adobe!

           

          --Jessica

            kglad
            Community Expert
            kgladCommunity Expert
            Community Expert
            August 25, 2021

            using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

            click contact us (= cryptic icon in the lower right)

            in the chat field, type AGENT
            be patient, it can take quite a while to reach a human

              J
              JackDent
              Participant
              August 26, 2021

              I have exactly the same problem and it's causing me endless frustration and lost time. I have an e-learning project with a looming deadline and my workflow is completely wrecked.

              I've used the agent approach suggested above but no-one seemed to appreciate the problem. I was passed between various departments until i had used my number of transfers(??) so a support call was booked. The first one called 7 hours after the agreed time, just as I was leaving the office. The second call didnt happen despite me having confirmation of the booking slot.

              So, I still have the ame problem after this enforced update. Any help would be appreciated.

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