FrameMaker 2019 won't open past splash screen

[charlesr9563287]

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?

[Jeff_Coatsworth]

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.

[charlesr9563287]

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

[charlesr9563287]

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

[Jeff_Coatsworth · Accepted solution]

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

[charlesr9563287]

Will do.

[Ran_techwriter]

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.

[charlesr9563287]

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

[Ran_techwriter]

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