FrameMaker 2019 won't open past splash screen

Explorer ,
Nov 27, 2018 Nov 27, 2018

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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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correct answers 1 Correct answer

Adobe Community Professional , Nov 27, 2018 Nov 27, 2018
Give the FM guys a buzz at tcssup@adobe.com

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Adobe Community Professional ,
Nov 27, 2018 Nov 27, 2018

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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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Explorer ,
Nov 27, 2018 Nov 27, 2018

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

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Explorer ,
Nov 27, 2018 Nov 27, 2018

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Update: Running as Administrator did not change anything. It still goes as far as "Password" and crashes instead of opening.

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Adobe Community Professional ,
Nov 27, 2018 Nov 27, 2018

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

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Explorer ,
Nov 27, 2018 Nov 27, 2018

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Will do.

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Explorer ,
Nov 27, 2018 Nov 27, 2018

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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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Explorer ,
Nov 27, 2018 Nov 27, 2018

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

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Explorer ,
Nov 27, 2018 Nov 27, 2018

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

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