Frequently Asked Questions (FAQ) for Adobe Captivate
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What is the 2017 release of Adobe Captivate?
Who should use the 2017 release of Adobe Captivate?
What is the difference between Adobe Captivate and Adobe Presenter Video Express?
Adobe Captivate helps you create various types of eLearning and mobile learning content without programming. Adobe Presenter Video Express is a simple tool that lets you create interactive videos for training and education in a few clicks, right from your desktop.
I already have a license to an earlier version of Adobe Captivate. What are my upgrade options?
Special upgrade pricing is available to customers who have valid licenses for Adobe Captivate 9 and want to upgrade to the 2017 release of Adobe Captivate. Alternatively, you may subscribe to Adobe Captivate in a pay-as-you-go model so that you always have access to the latest version.
What are the new features in the 2017 release of Adobe Captivate?
The 2017 release of Adobe Captivate is intelligent by design and efficient by nature. The all-new Fluid Boxes let you create fully responsive mobile learning content without programming, from scratch or by transforming legacy non-mobile content. Lay font-substitution issues to rest and present content exactly as you intended with Adobe Typekit integration.
For a list of all features click here.
Does the 2017 release of Adobe Captivate integrate with Adobe Connect and Adobe Captivate Prime?
Yes. The 2017 release of Adobe Captivate provides tight integration with Adobe Connect and Adobe Captivate Prime LMS. Users can also deliver content through standard web browsers and track and manage courses and learners by publishing Adobe Captivate files directly to Adobe Captivate Prime.
What kinds of rich media can I include in my Adobe Captivate content?
You can import content from a variety of formats, including image formats (PSD, GIF, JPEG, PNG, BMP, ICO, EMF, WMF and POT), sound formats (MP3 and WAV), and popular animation and video formats (SWF, FLV with metatags, AVI, and MOV).
Is the 2017 release of Adobe Captivate compatible with LMSs?
Yes. The 2017 release of Adobe Captivate integrates with LMSs that are Tin Can-, SCORM 2004–, SCORM 1.2–, and AICC-compliant. The 2017 release of Adobe Captivate automatically generates the manifest file—an XML document that contains all the data required by the LMS to communicate with Adobe Captivate content.
Does the 2017 release of Adobe Captivate integrate with other authoring tools?
Yes. The 2017 release of Adobe Captivate integrates with Adobe Presenter.
Users can call Adobe Captivate from within Adobe Presenter to record simulations. You can use the SWF files generated by Adobe Captivate with any tools that support SWF files, such as Adobe Acrobat or Adobe Dreamweaver software.
Can I import Microsoft PowerPoint projects into the 2017 release of Adobe Captivate?
Yes. You can import projects created in Microsoft PowerPoint. You can also edit PowerPoint content in Adobe Captivate, add interactive elements, and publish to desktop, web, mobile devices, and LMSs such as Adobe Captivate Prime LMS.
How does the 2017 release of Adobe Captivate compare with other rapid eLearning authoring tools, such as TechSmith Camtasia and Articulate Storyline?
The 2017 release of Adobe Captivate uses an intelligent authoring paradigm to slash the time and effort taken to create various types of responsive eLearning and mLearning content including software simulations, HD product demos, compliance training and more. From storyboarding to storytelling, do it all with just one tool. Create storyboards in minutes using Adobe Captivate Draft and import them seamlessly into Adobe Captivate. The all-new Fluid Boxes will turn your storyboards into fully responsive mobile learning content, or transform legacy non-mobile content into mobile courses, without programming. Leverage new Adobe Typekit integration and in-product access to millions of multimedia assets to create the most engaging learning experiences ever.
Is international language support available?
Yes. The 2017 release of Adobe Captivate supports right-to-left languages, including Arabic, Hebrew, and Urdu. The 2017 release of Adobe Captivate is available in English, French, German, Japanese, Korean, Portuguese (Brazilian), and Spanish versions. All editions include a completely localized user interface and documentation.
The AutoText captions feature automatically generates caption text in Chinese (simplified), English, French, German, Italian, Japanese, Korean, Norwegian, Spanish, and Swedish. Authors can customize the AutoText caption file to support additional languages.
Is the 2017 release of Adobe Captivate compatible with Microsoft Windows?
Yes. The 2017 release of Adobe Captivate is certified for Microsoft Windows 7 with Service Pack 1, and Windows 8.1 and 10.
Is the 2017 release of Adobe Captivate available for Mac OS?
Yes. The 2017 release of Adobe Captivate is available for Mac OS X v10.12.3 (or later), running on a multicore Intel processor, and on iOS 10.2.1 (or later) for iPad.
Pricing and purchasing information
How much does a new license for the 2017 release of Adobe Captivate?
A full license for the 2017 release of Adobe Captivate costs US$1099. †
How much does it cost to upgrade to the 2017 release of Adobe Captivate from previous versions?
It costs just US$449†† to upgrade to the 2017 release of Adobe Captivate from Adobe Captivate 9. Users of Macromedia Captivate, or Adobe Captivate 1, 2, 3, 4, 5, 5.5, 6, 7 or 8 must purchase a new license for the 2017 release of Adobe Captivate for US$1099.††
Does Adobe offer educational pricing for the 2017 release of Adobe Captivate?
Yes. The education edition of the 2017 release of Adobe Captivate is available at a discounted price of US$349†† to qualified educational users.
I am a volume licensing customer. Are there policies I should be aware of?
Check the Adobe Volume Licensing page for more details.
Can I try the 2017 release of Adobe Captivate before I buy it?
Yes. You can download a free, fully functional 30-day trial version of the 2017 release of Adobe Captivate. To download a trial version, visit https://www.adobe.com/products/captivate/download-trial/try.html.
Where do I go if I have customer service questions?
For answers to commonly asked customer service questions, visit the Customer Service page.
Where do I go if I have technical support questions?
For answers to commonly asked technical support questions, visit the support page.
How often do I have to connect to the Internet?
The computer with Adobe Captivate installed must connect to the Internet at least once within 30 days of the first launch of your serialized product.
Do I need to do anything to activate the software?
Activation occurs silently in the background after installation when the system detects an Internet connection. You don’t have to do anything to activate.
How long can I use the product before I need to activate?
The product must connect to the Internet at least one time within 30 days of the first launch of your serialized product. If the product has not been activated within 30 days, the application does not launch until an Internet connection is detected, and the software can be activated.
What happens if I do not have an Internet connection or do not activate my product?
The software silently tries to connect to the Internet to activate for 7 days after the first launch of your serialized product. If the software has not been activated within the 7 days, you receive a reminder for the next 23 days on every launch that the computer must connect to the Internet and activate the software. As soon as the software detects an Internet connection, it silently activates the product.
If I don’t have an Internet connection, can I call Customer Service for phone activation?
No. Activation of the product via the Internet is required for the 2017 release of Adobe Captivate. If your system is connected to the Internet and you receive an activation reminder, contact your local Customer Service for assistance. However, Customer Service cannot activate your software over the phone if you don’t have an Internet connection.
I have an Internet connection but received a reminder that I still need to activate my product. What do I need to do?
If your system is connected to the Internet and you have received a reminder to activate your product, contact your local Customer Service.
I work for a company that has a volume license agreement with Adobe. Do I still need to activate?
Yes. All Adobe Captivate users must activate their products. If your company has firewall restrictions that prevent the computers from connecting to the Internet, have your IT administrator contact your local Customer Service.
I work for a company that has a license with Adobe and I’ve already activated Adobe Captivate 9 on one of my computers. Do I need to activate it on the others?
Yes. The 2017 release of Adobe Captivate must be activated on every computer on which it is installed for continued use of the software.
I work for a company that has a license with Adobe, and our company systems do not connect to the Internet due to firewall restrictions. What do I need to do to make sure that the software doesn’t stop working?
If your company has firewall restrictions that prevent the computers from connecting to the Internet, have your IT administrator contact your local Customer Service.
Can I choose not to activate my 2017 release of Adobe Captivate?
Activation of the 2017 release of Adobe Captivate via the Internet is required for continued use of the product. Activating your product helps protect your computer and your environment by ensuring that you are using a genuine Adobe product. You must connect to the Internet at least once within 30 days of the first launch of your serialized product; otherwise, the product stops working. If you work in a company that has a firewall that prevents your system from connecting to the Internet, have your IT administrator contact your local Customer Service.
I didn’t know I needed an Internet connection when I purchased the 2017 release of Adobe Captivate? Is there a way to activate without having an Internet connection?
No. Activation of the 2017 release of Adobe Captivate is required via the Internet. Each computer with a serialized product installed must connect to the Internet at least once within 30 days of first launch for continued use of the product.
I didn’t know I needed to have an Internet connection when I purchased the 2017 release of Adobe Captivate. What is the return policy?
For details on Adobe return policies in your region, visit the return or change Adobe orders page.
Are activation and registration the same thing?
No. Activation is a mandatory process that requires the software to connect to Adobe servers via the Internet and associate the products you have bought from Adobe with the computers on which you use those products. Activation helps protect your computers and environment from malicious code by verifying that you have genuine Adobe software. Registration is an optional process that gives you access to a wide range of benefits and options, including access to support, notification of product updates, newsletters, special offers, and invitations to Adobe events.
I have registered my product, but I’m still being asked to activate. What do I need to do?
Registration and activation are completely different. Activation is a mandatory process that requires the software to connect to Adobe servers via the Internet and associates your Adobe products with the computers on which you use those products. Activation helps protect your computers and environment from malicious code by verifying that you have genuine Adobe software. Registration is an optional process that gives you access to a wide range of benefits and options, including access to support, notification of product updates, newsletters, special offers, and invitations to Adobe events.
I misplaced my product key. How can I get a new product key?
Contact Customer Service from 6am to 5pm Pacific Time, Monday through Friday, at 800-833-6687, or submit a request online at any time. For faster service when calling, have your invoice number available.
Subscription information and pricing
What is an Adobe eLearning software subscription?
A subscription is a new, more flexible way to get eLearning software. It gives you ongoing access to the software for a low monthly fee, as well as access to all upgrades at no additional charge as long as your subscription remains active.
Which Adobe eLearning software is available on a subscription basis?
The following Adobe eLearning software is available by subscription:
- Adobe Captivate
- Adobe Presenter†
- Adobe Presenter Video Express
Note: Only the latest versions are available on a subscription basis.
Is there a difference between the Adobe eLearning software offered by subscription and the one available through the traditional purchasing model?
There is no difference in functionality, and the system requirements are the same. The only difference is that if you cancel a subscription, you can no longer use the software.
Is subscribing to Adobe Captivate or Adobe Presenter or Adobe Presenter Video Express the best choice for me?
Subscribing is a great option to consider if:
- You haven’t upgraded your software in years and want to move up to the current version at an affordable cost.
- You have never used Adobe eLearning software and want a way to try it for the first time.
Do I install the subscription software on my computer or is it a cloud-based application that I log in to via the Internet?
Subscription editions are similar to retail versions in that they are installed locally on your computer, and there is no difference in functionality between the versions. You do not need to be online to use your Adobe eLearning software subscription. However, you must be online when you install and license your software and at least once every 30 days thereafter. The software alerts you if you need to make an Internet connection for a license status check.
Where can I purchase Adobe eLearning software subscription editions?
Adobe eLearning software subscriptions are available exclusively through Adobe.com.
I’m currently using a 30-day trial version. Can I convert that to a subscription?
If you are already using a trial version of the 2017 release of Adobe Captivate or Adobe Presenter Video Express you can buy a subscription for that product from Adobe.com. Select the Subscription option when you add the product to your online cart. You are given a serial number at the end of your purchase. Copy and paste the serial number when you launch your trial and follow the onscreen instructions to start using your subscription product. You can convert only the 2017 release of Adobe Captivate or Adobe Presenter Video Express trial to a subscription. You cannot convert earlier trial versions to a subscription.
When I purchase a subscription from Adobe.com, do I receive the software in the mail?
No. When you purchase your subscription, you electronically download the software. Your serial number and a link to the electronic download are emailed to you as soon as you purchase the software.
What does my Adobe eLearning software subscription include?
Your subscription includes access to current and future versions of the Adobe eLearning application as long as your subscription remains active.
What subscription plans are available?
The 2017 release of Adobe Captivate offers an annual subscription plan with a monthly payout.
How much does it cost to subscribe to Adobe Captivate or Adobe Presenter?
Subscription fees vary by product, plan, and your country of residence. Visit Adobe.com or the online Adobe Store in your respective country for pricing information.
How am I billed for the subscription plan?
Your credit card is billed each month. See terms and conditions for details.
Are there different payment options for subscription software?
The only way to pay your subscription fee is by credit card.
Is there a price discount if I already own Adobe Captivate or Adobe Presenter or Adobe Presenter Video Express and want to subscribe to the latest version?
No. There is no price discount on a subscription if you own a Adobe eLearning software application.
Where can I buy a subscription edition of Adobe Captivate or Adobe Presenter or Adobe Presenter Video Express?
Subscription editions of Adobe eLearning software are available only on Adobe.com.
Can I purchase a volume license for a subscription edition product?
Yes. Adobe Value Incentive Plan is a flexible subscription licensing program that allows the purchase of volume license. For more details, please refer to Adobe Buying Programs.
Are Adobe eLearning software subscriptions available for government or education?
Which language versions of Adobe eLearning software are available by subscription?
Subscriptions for the 2017 release of Adobe Captivate and Adobe Presenter Video Express are available in English, French, German, Japanese, Korean, Portuguese (Brazilian), and Spanish.
How do I purchase and get started with my Adobe eLearning subscription software?
Getting started with a subscription is fast and easy: Go to www.adobe.com and choose your product and plan, and then complete the purchase. Immediately after purchase, check your email for a message from Adobe with your serial number and a link to download your software. After you download the product, double-click the installer and follow the onscreen instructions to install your product and start your subscription.
When does my subscription begin?
Your subscription begins as soon as the order is fulfilled by the Adobe Store.
What if I have problems downloading my software?
Where can I access my serial number on Adobe.com?
From the Your Purchases pull-down menu on the Adobe Store, choose Your Downloads. A column displays the serial number for your subscription, along with a link to download the product.
What is an Adobe ID and why do I need one to use my subscription edition product?
During the course of your purchase and installation, you are asked to create or enter an Adobe ID. An Adobe ID is simply your email address.
When you install your software, you are required to enter the same Adobe ID used for your subscription to:
- Help ensure that the person who subscribed is the same person who is installing the software
- Enable Adobe to send you important account information if your subscription is about to expire or cannot be charged
Adobe respects your privacy and sends you information about other Adobe products or services only if you explicitly opt in for such messages.
Ensure that your Adobe ID is your current active email address. If not, update it.
If I subscribe to multiple products, do I need to create multiple Adobe IDs to use them?
No. You can use the same Adobe ID with all your Adobe products, including subscriptions. Each subscription is considered a separate purchase, so you might receive a separate email for each subscription if there is a problem associated with multiple subscriptions on your account.
What are the terms and conditions for an Adobe eLearning software subscription?
See subscription terms and conditions.
On how many computers may I install my subscription edition software?
See the product license agreement for the software that you want to subscribe to.
What is product activation?
When you buy a software product from Adobe, you are issued a serial number that represents your license to use that software. Activation is the process by which Adobe validates that your software and serial number are genuine and being used as allowed by your product license agreement. It is intended to protect both your rights as a consumer and Adobe’s rights as a software developer. Activation helps confirm that the software you bought is not counterfeit. You cannot use your Adobe subscription edition software if it is not activated.
Is activation required to use a subscription edition product?
Yes. If Adobe cannot activate the product, you are warned when you launch the application. Blocking access to the activation server prevents the product from launching.
I am a small business owner and want to distribute subscription edition products to my employees. Is there any way to do that?
If you own your own business and need to purchase 10 subscription edition products to get your team up and running, you must download and install all 10 subscription products using the same Adobe ID that was used when you purchased the product. Your Adobe ID and password must be entered on each system on which you install the application.
Can I cancel my annual subscription? If yes, how?
Yes, you can cancel your annual subscription. If you cancel within the first 14 days, you receive a full refund. Otherwise, you are billed 50% of your remaining contract obligation.
To cancel your membership at any time, contact Adobe Customer Service
If I want to restart my subscription, can I do that at any time?
You can restart your subscription within six months of canceling. After six months, your account is deactivated, and you must purchase a new subscription on www.adobe.com. If the version of the Adobe eLearning software you have installed is still the current version, you do not need to download it again, even if you are past the six-month period. Simply launch the installed software, and enter your new subscription number.
Can I return my subscription edition product?
You can return a subscription edition within the first 14 days of purchase and get a full refund. The return process differs for countries and regions. Learn more about returning products in North America or Europe and Asia Pacific.
My subscription has expired. How do I renew it?
If your subscription expires or is stopped for any reason (for example, due to an expired credit card), you are notified by email, and your software displays an alert that your subscription has ended. If it has been less than six months since the subscription ended, click the Renew button displayed with the alert to enter the information required to restart your subscription.
If I cancel my subscription, can I still use the software that I have?
No. When you cancel your subscription, you no longer have access to any version of your Adobe eLearning subscription software.
If I want to buy Adobe Captivate or Adobe Presenter or Adobe Presenter Video Express rather than continue to subscribe to it, do I receive a discount?
There are no discounts offered for moving from a subscription edition to a non-subscription purchase of Adobe eLearning software.
How do I receive updates to my subscription edition product?
You are eligible to receive updates to the subscription edition of Adobe Captivate or Adobe Presenter as long as your subscription remains active. Adobe notifies you by email as updates become available. The email contains instructions on how to access and install the update. Ongoing bug fixes, security patches, and other update releases that do not require full upgrades are made available through the Updater in the Adobe Application Manager, just as in the regular versions of Adobe eLearning software.
When will I receive my Adobe eLearning software upgrades?
Notifications of applicable upgrades are sent to you as soon as Adobe announces them. Adobe emails you the instructions on how to access and install the upgrade when it is available.
When an upgrade to my subscription edition product becomes available, am I required to install it?
No. You are not required to install any new version of the subscription software, and you have a great deal of flexibility on when you install an upgrade should you choose to do so. You can continue using your current version of the product for one full year after the subsequent version is released.
Who do I contact if I have problems related to managing my subscription, such as billing, installation, or restarting a subscription?
Contact Adobe Customer Service.
Who do I contact if I have issues with my Adobe eLearning software?
Contact Adobe support for issues with your Adobe software.
Are service and support included with my subscription?
You get the same service and support with your subscription that you would get under the traditional licensing model for that product.