I see that you are currently working with our support team to investigate this further, which is what I would have suggested. Please let us know if you run into any additional questions.
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The two main causes for Xtraction to hang during the splash screen are (1) unable to access the Xtraction database and (2) the user's personal settings for default columns references an non-existent column (someone has since renamed/deleted it in the data model).
Each of those would occur at specific steps in the load process of the splash screen. I don't recall off hand which would occur at/around the "Loading user session" stage.
And, of course, the problem could be something else completely. Those are just the 2 most common causes I've seen over the years.