Unable to start Captivate 2019 trial - Stuck loading

[BASICSScotland]

I have installed the Captivate trial on one of our employees laptops. When we try to start the program it seems to load fine and comes up with choose project screen but instantly clears and comes up with screen saying please wait for a moment with spinning circle. Have left this running for a while and tried multiple times but can't get passed this point and start using captivate.

It's added to firewall and can log in fine to creative cloud app.

Any idea's?

Thanks for any help in advance.

[Lilybiri]

You need access to the internet as well. Important for the Assets panel.

[BASICSScotland]

Already connected to internet. I had a remote connection to their laptop at the time and was able to download from Adobe site. Even installed Adobe Cloud app and logged in to see if it was an issue with the log in.

[BASICSScotland]

This problem has now been solved. Had to contact support and they remoted onto the users laptop to make some changes to the system forcing it to see a fresh install.