Captivate 9 preventing account login

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hello!  i'm doing little support colleague that's working remotely onsite our client.  he's using 1 of laptops, on full administrative lockdown.  working support team directly admin access bit of pain in backside, though can attention try thing or two, can't lot of back-and-forth experimenting -- i'd need instead bring them list of things try.

 

here's issue: purchased subscription captivate 9.  support team installed trial version, shouldn't problem tie existing paid account.  however, when clicks "help" tab , selects menu item sign in, absolutely nothing happens.  normal sign-in window doesn't pop should.

 

everything else in program appears functioning properly, , little bit of testing, seems thing that's unresponsive.  have idea why, or what's missing?

 

he able send me dxdiag export system info , such.  here basic starter specs, if help:

 

- windows 7 enterprise n, 64-bit, sp1

- dell latitude e6430

- 4 gb ram

- intel core processor: i5-3340m cpu @ 2.70ghz (4 cpus), ~2.7ghz

 

thank kindly,

cheryl

it's due restrictions in place @ site. 

 

can of people full admin privileges try logging same machine , opening captivate menu?  see option log in adobe username?



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