Cannot access the Download Center and receive an error “Not able to initialize user. Please contact system administrator.”

This error is usually caused because you still need to register as a user OR you have not been added to your organization's account by your local admin. If you attempted to register previously, it may not have been registered in the system correctly.

If you get the error “Not able to initialize user. Please contact system administrator.”  please do the following:

Note: The Download Center login is separate from any Signals login you may have, so even if you have a Signals login, you will still need a separate login for the Download Center.

 Before you try anything below, clear your browser cache (clear the history).

A)  Complete the following steps to fix this error:

1. In your web browser, go to https://connect.revvitysignals.com/sitesubscription/
2. Search for your institution/organization name.  If your organization is not listed, go to section B below.
3. Once you find your organization, click on 'Register' under 'Register to download the latest version of ChemDraw'.                                                   
4. Register using your institution/organization email address
   • If you get the message that the account already exists, Proceed to Step 6 .
5. You will receive an email to verify your email address.  Please look for it on your inbox or your spam folder and verify it.
   • If you do not get a verification email – stop here and contact Support.
6. Once registered and verified, go to the Revvity Download Center page https://revvitysignals.flexnetoperations.com/ - to set up your password.
   a.  Click the New User Tab
   b.  Enter your email address and the password you want to use.
   c.  Click the Sign-Up button.
   • If you get an error that the user already exists, go back to the Existing User login and if needed, select forgot password. You will receive an email to reset the password. Contact Support if you do not receive this e-mail.
7. Log in using your email address and password to get into the download center.
8. Navigate to 'List Entitlements' under 'Activation and Entitlements' to find the latest order and the activation code.
9. Click on 'Download Now' under the downloads column to download your ChemDraw software.
10. Once download is completed, logout then attempt to login again.  

Note: Please proceed to B) if you notice an error like the following:

Your email domain doesn't match the domains listed on this Institution. Please log out and log back in with your Institution's email address.

 B)  If your organization is not listed - it could be because your admin has not added you to the account:

1. Please contact your site license administrator or the person who purchased the software for you, he/she will have the rights to add you to the account. Revvity Support can not add you to the account without authorization from the administrator.
2. If you do not know who the license admin is, then please create a support ticket stating you need the tech admin contact info, so you can be added to the account.
3. If you are the administrator, please contact your account manager if you notice any discrepancies.