FrameMaker 2019 won't open past splash screen

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I downloaded the trial edition of FrameMaker 2019 onto two different computers (with two different valid FrameMaker subscriptions) to upgrade the accounts from 2017 to 2019. On the first computer, everything works fine (Laptop, Windows 10 Pro, i7), but on the other computer (Desktop, Windows 10 Home, i7) it won't open past the splash screen. It makes it all the way to "Password" on the splash screen, then crashes. What can I do to get the trial to open so I can upgrade the account?

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Jeff_CoatsworthCorrect answer

Community Expert

Give the FM guys a buzz at tcssup@adobe.com

Ran_techwriter

Inspiring

I encountered the splash screen roadblock back in September/early October & worked with tcssup@adobe.com - they identified the problem as a system cache issue. Clearing system cache should resolve it.

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charlesr9563287Author

Known Participant

I cleared the system cache, but that did not help.

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Ran_techwriter

Inspiring

Consult tcssup@adobe.com - they should be able to help you resolve the issue.

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Jeff_Coatsworth

Community Expert

Was it installed as a local admin? Have you tried renaming the c:\users\<user_name>\AppData\Roaming\Adobe\Framemaker\15 folder? If all else fails, contact Adobe Support - install issues are usually a freebie call/e-mail.

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charlesr9563287Author

Known Participant

I did try renaming the Framemaker\15 folder. I will try to install as admin next.

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