Customer Service: 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 on our Download Center OR you have not been added to your organization's account by your local admin. 

A) The complete process to access a ChemDraw site subscription from our Download Center is as follows:

1. Clear your browser cache.
2. In your web browser, go to https://connect.revvitysignals.com/sitesubscription/
3. Search for your institution/organization name.  If your organization is not listed, go to section B below.

4. Once you find your organization, click on 'Register' under 'Register to download the latest version of ChemDraw'.                                                  

    

5. Register using your institution/organization email address
   • If you get the message that the account already exists, Proceed to Step 6 .
6. 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, go back to the previous page and click the "Resend Activation email" link.  If the issue continues, stop here and contact Support.
7. Once you click on the link in the verification email, you will receive a second email to set your password,  Click the link and follow the instructions to create a new password:
   
   
8. This link is valid for 4 hours.  If the link is already expired, or if you do not receive the email, please go to https://revvitysignals.flexnetoperations.com/ and click the "Forgot Password" option.  
   
    
9. Once the password is created, log in using your email address and password to get into the download center.
10. Navigate to 'List Entitlements' under 'Activation and Entitlements' to find the latest order and the activation code.
11. Click on 'Download Now' under the downloads column to download your ChemDraw software.
12. Once download is completed, logout then attempt to login again.  

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.

 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.