Troubleshooting & help

Common issues

When I click Contact Us, I’m not able to sign in or my product isn't listed. How do I contact support?

If Adobe Captivate is owned by your company or organization, you won’t see it listed under your Adobe ID. Chat with Adobe Customer Care.

How can I keep my audio and video synced after pausing?

When you create a button to pause a slide, make sure that you select Stop Slide Audio When Paused as one of the button properties. Learn about interactive buttons and button properties.

Where can I find the latest hot fix?

Download the latest hot fix for Captivate 9 and learn what issues the hot fix addresses.

How can I recover a damaged project?

To recover a damaged project, use the project backup file and clear the project cache. See this article for details on how to recover a damaged project.

What are the known issues in Captivate (2019 release)?

Get a list of the top issues in Adobe Captivate.

How do I download and install Captivate?

Find out about the different options for purchasing a Captivate subscription or license. For help downloading and installing the app, see Find downloaded apps and files.

Download & install

Why won't Captivate download?

Learn how to resolve download issues with Captivate and other Adobe apps.

Can I download a trial copy of Captivate?

Yes! You can download a trial version from the Adobe Downloads page. You'll need to sign in with an Adobe ID and password to download a trial. For detailed instructions, see Download and install non-Creative Cloud trial apps.

How do I retrieve my Adobe ID or password?

Read these simple solutions to common Adobe ID and sign in issues to regain access to your account.

Can I install Captivate on another computer?

You can install Captivate on up to two computers. If you want to install it on a third computer, you need to deactivate it on one of your previous machines. Learn more about activating and deactivating Adobe apps.

Common tasks

Can I publish my project in HTML5?

Yes. In the Publish dialog box, click HTML5 under Output Format. For step-by-step instructions, see Publish projects as HTML5 files with Adobe Captivate.

Can I publish my project as MP4 files?

Yes. Choose one of the smart device or YouTube presets. Or, from the toolbar, click Publish > Publish to Computer, and then choose Video from the Publish as menu. For details, see Publish projects as MP4 files with Adobe Captivate.

How do I add text captions?

You can have Captivate generate captions automatically during recording. Or, you can insert text captions into slides manually. See Edit and create text captions with Captivate.

How do I add closed captions?

How do I start screen recording?

Choose File > Record New Video Demo, and then choose what you want to record. For detailed instructions, see Record video demonstrations with Adobe Captivate.

Captivate & other apps

How do I publish my project to an LMS?

What is Captivate Prime?

Adobe Captivate Prime is a Learning Management System (LMS) from Adobe. Learn more in Adobe Captivate Prime Help.

What is Captivate Draft?

The Adobe Captivate Draft app for iPad lets you easily create e-learning content on the go. Learn how to download the app and get started with your first project.

What is the difference between Captivate and Presenter?

Captivate helps you create various types of e-learning content without programming. Adobe Presenter is a simple tool that lets you create videos for training and education. Learn more about Adobe Presenter.

Account management

How can I change my password?

Sign in to your Adobe accounts page with your current Adobe ID and password. From there, click the Security & Privacy tab, and then click Change under Password. For more information on changing your password and other account information, see Manage your Adobe ID account.

How can I change my credit card info?

You can update your credit card information from your accounts page on See Payment in the Adobe Store | Online order and payment FAQ.

My trial expires soon. How do I convert it?

You can convert a trial version of Captivate to a subscription. Simply choose the subscription option on the Adobe Captivate page. For more information, see Subscription information and pricing in the Captivate FAQ.

How do I cancel my subscription? Can I still use Captivate after I cancel?

You can cancel your subscription by contacting Adobe Support. Once you cancel, you can no longer use the software. For more information, see Subscription information and pricing in the Captivate FAQ.


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