›_ Claude Code Issues
Claude Code Issues / #46285

Not allowing app download login

Resolved 💬 2 comments Opened Apr 10, 2026 by michaelmtodd-rgb Closed Apr 13, 2026

Preflight Checklist

  • [x] I have searched existing issues for similar behavior reports
  • [x] This report does NOT contain sensitive information (API keys, passwords, etc.)

Type of Behavior Issue

Other unexpected behavior

What You Asked Claude to Do

Conversation ID for your records: 215473855720865

I have tried to download the app to my microsoft laptop. Because the claude account was originally created as a linked account on my gmail credentials it will not accept the user name and password when setting up the app. How do I resolve this?
Mo • 1h
That’s expected: Claude accounts created with Google sign-in don’t have a separate username and password, so the app won’t accept a password you set up.
To log in on your Microsoft laptop, use the same Google email you originally used, then choose Continue with Google (or use the emailed login link if that’s what you normally use).
If Google login is acting up, you can also unlink and re-link Google:
Go to https://myaccount.google.com/connections
Find “Claude by Anthropic” → “See details” → “Stop using Sign in with Google”
Then try logging in again with “Continue with Google”
Fin AI Agent • AI Agent • 59m
Did that answer your question?
Fin AI Agent • 59m
I've done this and delinked the login. Not showing the continue with google option.
Mo • 55m
If you unlinked Google, that’s why you’re not seeing “Continue with Google” anymore - it only appears when your Claude account is connected to Google sign in.
To get back in on your Microsoft laptop, use Continue with email instead: enter your Google email address, then open the email we send you and use the secure login link (or the verification code flow if you open the link on a different device).
If you want Google sign in back, you’ll need to link it again by signing in with Google once more (after unlinking, you can try logging in again with “Continue with Google”).
Fin AI Agent • AI Agent • 54m

Was that helpful?
Fin AI Agent • 54m
I don't get that window. I just get on option for email address and password
Mo • 54m
That’s normal after you unlinked Google: the app won’t show “Continue with Google” anymore, and it won’t accept a password because Google-linked accounts don’t have a separate Claude password.
On your Microsoft laptop, use Continue with email instead:
Enter your Google email address (the one you originally used).
Open the email we send you (“Secure link to log in to Claude.ai”) and use the login link.
If you open the link on a different device, it will generate a verification code - enter that code on the laptop where you requested the email.
If you want Google sign in back, you’ll need to link it again by signing in with Google once more.
Fin AI Agent • AI Agent • 53m
Is that what you were looking for?
Fin AI Agent • 53m
It's whike trying to load the desktop app. All it does is come up withthe original window.
Mo • 53m
That’s expected after you unlinked Google: the desktop app will only show an email + password screen, and it won’t accept a password because Google-linked accounts don’t have a separate Claude password.
To get in, use the email login link flow instead:
Enter your Google email address (the one you originally used).
Open the email we send you (“Secure link to log in to Claude.ai”) and use the login link.
If you open the link on a different device, it will generate a verification code - enter that code on the laptop where you requested the email.
If you want “Continue with Google” back, you’ll need to sign in with Google again to re-link it.
Fin AI Agent • AI Agent • 52m
Did that answer your question?
Fin AI Agent • 52m
No. It doesn't give me option in app to ask for an email to be sent to me.
Mo • 52m
That’s the key detail: the desktop app only shows Continue with Google or Continue with email when it’s fully loaded. If you’re only seeing an email + password box, the app hasn’t reached the normal sign-in screen yet, so it won’t offer the “send me an email” option.
Workaround: sign in via a web browser instead, then use the email link flow. Go to https://claude.ai/, enter your Google email, and choose Continue with email to get the “Secure link to log in to Claude.ai” email.
Once you’re signed in on the web, try launching the desktop app again and see if it loads the normal sign-in options.
Fin AI Agent • AI Agent • 51m
Does that help you get into the app?
Fin AI Agent • 51m
I have done all this and can log into the browser version of Claude as suggested. It will still however not let me login and set up the app on downloading.
Mo • 43m
Got it, Mo. If the desktop app is stuck on the email + password screen and never shows the “Continue with email” flow, the best next step is to fully reinstall and restart the app, then try again.
Please do this:
Download the latest desktop app from https://claude.com/download and install it.
Fully quit the app (not just close the window), then reopen it and try signing in again.
If you see any generic login error, try disabling VPN and any browser extensions, and clear cache and cookies.
Check https://status.claude.com/ for any active incidents.
If it still won’t load the normal sign-in options, tell me your Windows version and the exact error text you see (if any).
Fin AI Agent • AI Agent • 43m
Is that what you were looking for?
Fin AI Agent • 43m

This is message I get. Provide what you say
Mo • 36m
That message is normal: it means you’re installing Claude Desktop without admin rights, so Cowork won’t be available, but the rest of Claude will still work.
To get Cowork working on Windows, you’ll need to install again with administrator privileges (you’ll see a Windows UAC prompt during install).
If you don’t have admin access on this laptop, you can still continue with “Yes” and use Claude without Cowork.
Fin AI Agent • AI Agent • 36m
Did that clear up the installation message?
Fin AI Agent • 36m
Noand windows UAC prompt is still just email and password and won't accept the login details
Mo • 32m
The desktop app is stuck showing only email and password fields because it hasn't fully loaded to the normal sign-in screen yet. Since you unlinked your Google account earlier, the app won't show "Continue with Google" anymore, and it can't accept a password because Google-linked accounts don't have separate Claude passwords.
Try this troubleshooting sequence: completely quit the desktop app (not just close the window), then reopen it and see if it loads the proper sign-in options with "Continue with email." If it's still stuck on the basic email/password screen, the app isn't reaching its normal state.
Since you can already access Claude through your browser, you might also try signing out and back in from the app menu if you can access it - this often fixes authentication issues.
Are you seeing any error messages when the app opens, or does it just stay on that email/password screen without any other options appearing?
Fin AI Agent • AI Agent • 32m
Done all of what you suggested. Comes straight back to the email/password login screen. No othre options
Mo • 29m
That’s frustrating, Mo. If the desktop app is stuck on the email + password screen and never shows “Continue with email,” it’s not reaching the normal sign-in flow, so it won’t let you request the email link from inside the app.
What you can do next:
Log out of all sessions from the web app (Settings → Account → Log Out), then try the desktop app again. This forces a fresh sign-in.
After logging out, sign in on the web using “Continue with email” to confirm the email link flow works, then retry the desktop app.
There are no active incidents right now, so this is likely a local app sign-in screen issue rather than a service outage.
Fin AI Agent • AI Agent • 28m
Was that troubleshooting step helpful?
Fin AI Agent • 28m
Nope, did all that and didn't work.
Mo • 23m
Mo, if the desktop app is stuck on the email + password screen and never shows “Continue with email,” it’s not reaching the normal sign-in flow, so it won’t let you request the email link from inside the app.
What you can do next is treat this as a desktop app sign-in screen issue and collect the details needed to report it:
Confirm your Windows version and your Claude Desktop app version (Help → About).
Check Windows Event Viewer for crash logs (Windows Logs → Application).
Share the exact error text (if any) and whether it happens immediately on launch or after you type your email.
There are no active incidents right now, so this is likely local to the app on your laptop.
Fin AI Agent • AI Agent • 23m
Did that help clarify the next steps?
Fin AI Agent • 23m
I can't access a claude desktop app viewer as it won't let me download it (thats the problem). Let me know where to find the other info required.
Mo • 16m
Mo, you can still get the info we need even if the desktop app won’t fully load. Here’s where to find it on Windows.
Windows version: press Win + R → type winver → OK.
Event Viewer crash logs: open Event Viewer → Windows Logs → Application (look for any Claude-related errors around the time you tried to sign in).
Desktop app version (if you can open it): Help → About (click the version number to copy it).
If you can’t open the app at all, just send your Windows version plus any exact error text you see, and I’ll tell you what to paste from Event Viewer.
Fin AI Agent • AI Agent • 16m
Is that what you were looking for?
Fin AI Agent • AI Agent • 16m
Windows 11 ver 25h2 Log Name: Application
Source: Microsoft-Windows-Security-SPP
Date: 10/04/2026 16:01:38
Event ID: 16384
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: HATS-9D4VP54
Description:
Successfully scheduled Software Protection service for re-start at 2126-03-17T15:01:38Z. Reason: RulesEngine.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Microsoft-Windows-Security-SPP" Guid="{E23B33B0-C8C9-472C-A5F9-F2BDFEA0F156}" EventSourceName="Software Protection Platform Service" />
<EventID Qualifiers="16384">16384</EventID>
<Version>0</Version>
<Level>4</Level>
<Task>0</Task>
<Opcode>0</Opcode>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2026-04-10T15:01:38.5564413Z" />
<EventRecordID>42816</EventRecordID>
<Correlation />
<Execution ProcessID="32956" ThreadID="0" />
<Channel>Application</Channel>
<Computer>HATS-9D4VP54</Computer>
<Security />
</System>
<EventData>
<Data>2126-03-17T15:01:38Z</Data>
<Data>RulesEngine</Data>
</EventData>
</Event>
Mo • 10m
That Event Viewer entry is just Windows Software Protection restarting, so it’s not related to Claude login.
Since the desktop app is stuck on the email + password screen and never shows “Continue with email,” the only thing you can reliably collect right now is:
Your Windows version (you already have it: Windows 11 25H2).
Any exact error text shown in the app (if it appears at any point).
If you can’t open the app at all, there’s no “Help → About” version to grab yet.
If you want, tell me whether the app ever shows any error message at all, or does it just loop back to the same screen silently.
Fin AI Agent • AI Agent • 10m
Does the app show any error message, or does it just stay on that screen?
Fin AI Agent • AI Agent • 10m
No error message, just stays on screen]
Mo • 9m
That’s helpful, Mo. Since there’s no error message and it just loops back to the email/password screen, the next useful thing to collect is any crash log from Windows (even if the app never fully opens).
Please do this:
Open Event Viewer → Windows Logs → Application.
Look for any entries around the time you tried to sign in that mention Claude (or anything that looks like a crash).
Copy the Event ID and the first few lines of the Description (or the whole entry if it’s short).
Once you have that, you can report it as a bug via /bug in Claude Code (if you can access it) or by filing an issue on the GitHub repository.
Fin AI Agent • AI Agent • 9m
Did that help clarify the next steps?
Fin AI Agent • AI Agent • 9m
thi sis copy of event logs, e
Mo • 8m
windows log, application. Information 10/04/2026 15:55:24 Security-SPP 16394 None
Mo • 7m
That Event Viewer entry (Security-SPP 16394) is just Windows Software Protection Platform Service activity, so it’s not a Claude crash or login error.
Since the desktop app never shows “Continue with email” and loops back to the email/password screen with no error, the only useful next step is to collect any actual Claude-related crash log from Event Viewer → Windows Logs → Application around the time you try to sign in (look for anything that mentions Claude or looks like a crash).
Once you have that, you can report it as a bug by filing an issue on GitHub and including your Windows version (you already have it: Windows 11 25H2), plus the Event ID and the first few lines of the Description.
Fin AI Agent • AI Agent • 7m
Was that log entry helpful, or should we keep looking?
Fin AI Agent • AI Agent • 7m
Log Name: System
Source: Microsoft-Windows-IsolatedUserMode
Date: 10/04/2026 16:14:25
Event ID: 5
Task Category: None
Level: Information
Keywords: (70368744177664)
User: LOCAL SERVICE
Computer: HATS-9D4VP54
Description:
Secure Trustlet NULL Id 0 and Pid 0 started with status STATUS_SUCCESS.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Microsoft-Windows-IsolatedUserMode" Guid="{73a33ab2-1966-4999-8add-868c41415269}" />
<EventID>5</EventID>
<Version>0</Version>
<Level>4</Level>
<Task>0</Task>
<Opcode>0</Opcode>
<Keywords>0x8000400000000000</Keywords>
<TimeCreated SystemTime="2026-04-10T15:14:25.5883440Z" />
<EventRecordID>99494</EventRecordID>
<Correlation />
<Execution ProcessID="36612" ThreadID="44536" />
<Channel>System</Channel>
<Computer>HATS-9D4VP54</Computer>
<Security UserID="S-1-5-19" />
</System>
<EventData>
<Data Name="TrustletIdentity">0</Data>
<Data Name="NormalProcessId">0</Data>
<Data Name="Status">0</Data>
<Data Name="ImageName">NULL</Data>
</EventData>
</Event>
Mo • 5m
That log entry is still not Claude-related (it’s Windows “Isolated User Mode” starting a trustlet), so it won’t help explain why the desktop app is stuck on the email/password screen.
What you need next is a Claude crash log in Event Viewer, not Windows service entries.
Please do this:
Open Event Viewer → Windows Logs → Application.
Try launching the desktop app and signing in again.
Look for any event around that time that mentions Claude (or anything that looks like a crash).
Copy the Event ID and the first few lines of the Description (or the whole entry if it’s short).
Once you have that, you can file a bug on GitHub and include your Windows version (Windows 11 25H2) plus the Event ID and description snippet.
Fin AI Agent • AI Agent • 5m
Did that help point you in the right direction?
Fin AI Agent • AI Agent • 5m
there are no mentions of Claude
Mo • 5m
That’s expected, Mo. If there are no Claude entries in Event Viewer, it usually means the app isn’t crashing or logging anything Windows can capture, so there’s nothing to grab from there.
At this point, the only remaining step is to report it as a bug on GitHub, since the app is stuck on the email/password screen with no error and no other sign-in options.
When you file it, include:
Windows 11 25H2
the exact behavior (loops back to email/password, no other options, no error)
any screenshots you have
Fin AI Agent • AI Agent • 4m
Should we go ahead and file that GitHub report?Conversation ID for your records: 215473855720865

Let us know what your inquiry is about.
Fin AI Agent • AI Agent • 1h
Technical Issues/Errors
Mo • 1h
Conversation ID for your records: 215473855720865

Go ahead and provide the details of your inquiry.
Fin AI Agent • AI Agent • 1h
I have tried to download the app to my microsoft laptop. Because the claude account was originally created as a linked account on my gmail credentials it will not accept the user name and password when setting up the app. How do I resolve this?
Mo • 1h
That’s expected: Claude accounts created with Google sign-in don’t have a separate username and password, so the app won’t accept a password you set up.
To log in on your Microsoft laptop, use the same Google email you originally used, then choose Continue with Google (or use the emailed login link if that’s what you normally use).
If Google login is acting up, you can also unlink and re-link Google:
Go to https://myaccount.google.com/connections
Find “Claude by Anthropic” → “See details” → “Stop using Sign in with Google”
Then try logging in again with “Continue with Google”
Fin AI Agent • AI Agent • 59m
Did that answer your question?
Fin AI Agent • 59m
I've done this and delinked the login. Not showing the continue with google option.
Mo • 55m
If you unlinked Google, that’s why you’re not seeing “Continue with Google” anymore - it only appears when your Claude account is connected to Google sign in.
To get back in on your Microsoft laptop, use Continue with email instead: enter your Google email address, then open the email we send you and use the secure login link (or the verification code flow if you open the link on a different device).
If you want Google sign in back, you’ll need to link it again by signing in with Google once more (after unlinking, you can try logging in again with “Continue with Google”).
Fin AI Agent • AI Agent • 54m

Was that helpful?
Fin AI Agent • 54m
I don't get that window. I just get on option for email address and password
Mo • 54m
That’s normal after you unlinked Google: the app won’t show “Continue with Google” anymore, and it won’t accept a password because Google-linked accounts don’t have a separate Claude password.
On your Microsoft laptop, use Continue with email instead:
Enter your Google email address (the one you originally used).
Open the email we send you (“Secure link to log in to Claude.ai”) and use the login link.
If you open the link on a different device, it will generate a verification code - enter that code on the laptop where you requested the email.
If you want Google sign in back, you’ll need to link it again by signing in with Google once more.
Fin AI Agent • AI Agent • 53m
Is that what you were looking for?
Fin AI Agent • 53m
It's whike trying to load the desktop app. All it does is come up withthe original window.
Mo • 53m
That’s expected after you unlinked Google: the desktop app will only show an email + password screen, and it won’t accept a password because Google-linked accounts don’t have a separate Claude password.
To get in, use the email login link flow instead:
Enter your Google email address (the one you originally used).
Open the email we send you (“Secure link to log in to Claude.ai”) and use the login link.
If you open the link on a different device, it will generate a verification code - enter that code on the laptop where you requested the email.
If you want “Continue with Google” back, you’ll need to sign in with Google again to re-link it.
Fin AI Agent • AI Agent • 52m
Did that answer your question?
Fin AI Agent • 52m
No. It doesn't give me option in app to ask for an email to be sent to me.
Mo • 52m
That’s the key detail: the desktop app only shows Continue with Google or Continue with email when it’s fully loaded. If you’re only seeing an email + password box, the app hasn’t reached the normal sign-in screen yet, so it won’t offer the “send me an email” option.
Workaround: sign in via a web browser instead, then use the email link flow. Go to https://claude.ai/, enter your Google email, and choose Continue with email to get the “Secure link to log in to Claude.ai” email.
Once you’re signed in on the web, try launching the desktop app again and see if it loads the normal sign-in options.
Fin AI Agent • AI Agent • 51m
Does that help you get into the app?
Fin AI Agent • 51m
I have done all this and can log into the browser version of Claude as suggested. It will still however not let me login and set up the app on downloading.
Mo • 43m
Got it, Mo. If the desktop app is stuck on the email + password screen and never shows the “Continue with email” flow, the best next step is to fully reinstall and restart the app, then try again.
Please do this:
Download the latest desktop app from https://claude.com/download and install it.
Fully quit the app (not just close the window), then reopen it and try signing in again.
If you see any generic login error, try disabling VPN and any browser extensions, and clear cache and cookies.
Check https://status.claude.com/ for any active incidents.
If it still won’t load the normal sign-in options, tell me your Windows version and the exact error text you see (if any).
Fin AI Agent • AI Agent • 43m
Is that what you were looking for?
Fin AI Agent • 43m

This is message I get. Provide what you say
Mo • 36m
That message is normal: it means you’re installing Claude Desktop without admin rights, so Cowork won’t be available, but the rest of Claude will still work.
To get Cowork working on Windows, you’ll need to install again with administrator privileges (you’ll see a Windows UAC prompt during install).
If you don’t have admin access on this laptop, you can still continue with “Yes” and use Claude without Cowork.
Fin AI Agent • AI Agent • 36m
Did that clear up the installation message?
Fin AI Agent • 36m
Noand windows UAC prompt is still just email and password and won't accept the login details
Mo • 32m
The desktop app is stuck showing only email and password fields because it hasn't fully loaded to the normal sign-in screen yet. Since you unlinked your Google account earlier, the app won't show "Continue with Google" anymore, and it can't accept a password because Google-linked accounts don't have separate Claude passwords.
Try this troubleshooting sequence: completely quit the desktop app (not just close the window), then reopen it and see if it loads the proper sign-in options with "Continue with email." If it's still stuck on the basic email/password screen, the app isn't reaching its normal state.
Since you can already access Claude through your browser, you might also try signing out and back in from the app menu if you can access it - this often fixes authentication issues.
Are you seeing any error messages when the app opens, or does it just stay on that email/password screen without any other options appearing?
Fin AI Agent • AI Agent • 32m
Done all of what you suggested. Comes straight back to the email/password login screen. No othre options
Mo • 29m
That’s frustrating, Mo. If the desktop app is stuck on the email + password screen and never shows “Continue with email,” it’s not reaching the normal sign-in flow, so it won’t let you request the email link from inside the app.
What you can do next:
Log out of all sessions from the web app (Settings → Account → Log Out), then try the desktop app again. This forces a fresh sign-in.
After logging out, sign in on the web using “Continue with email” to confirm the email link flow works, then retry the desktop app.
There are no active incidents right now, so this is likely a local app sign-in screen issue rather than a service outage.
Fin AI Agent • AI Agent • 28m
Was that troubleshooting step helpful?
Fin AI Agent • 28m
Nope, did all that and didn't work.
Mo • 23m
Mo, if the desktop app is stuck on the email + password screen and never shows “Continue with email,” it’s not reaching the normal sign-in flow, so it won’t let you request the email link from inside the app.
What you can do next is treat this as a desktop app sign-in screen issue and collect the details needed to report it:
Confirm your Windows version and your Claude Desktop app version (Help → About).
Check Windows Event Viewer for crash logs (Windows Logs → Application).
Share the exact error text (if any) and whether it happens immediately on launch or after you type your email.
There are no active incidents right now, so this is likely local to the app on your laptop.
Fin AI Agent • AI Agent • 23m
Did that help clarify the next steps?
Fin AI Agent • 23m
I can't access a claude desktop app viewer as it won't let me download it (thats the problem). Let me know where to find the other info required.
Mo • 16m
Mo, you can still get the info we need even if the desktop app won’t fully load. Here’s where to find it on Windows.
Windows version: press Win + R → type winver → OK.
Event Viewer crash logs: open Event Viewer → Windows Logs → Application (look for any Claude-related errors around the time you tried to sign in).
Desktop app version (if you can open it): Help → About (click the version number to copy it).
If you can’t open the app at all, just send your Windows version plus any exact error text you see, and I’ll tell you what to paste from Event Viewer.
Fin AI Agent • AI Agent • 16m
Is that what you were looking for?
Fin AI Agent • AI Agent • 16m
Windows 11 ver 25h2 Log Name: Application
Source: Microsoft-Windows-Security-SPP
Date: 10/04/2026 16:01:38
Event ID: 16384
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: HATS-9D4VP54
Description:
Successfully scheduled Software Protection service for re-start at 2126-03-17T15:01:38Z. Reason: RulesEngine.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Microsoft-Windows-Security-SPP" Guid="{E23B33B0-C8C9-472C-A5F9-F2BDFEA0F156}" EventSourceName="Software Protection Platform Service" />
<EventID Qualifiers="16384">16384</EventID>
<Version>0</Version>
<Level>4</Level>
<Task>0</Task>
<Opcode>0</Opcode>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2026-04-10T15:01:38.5564413Z" />
<EventRecordID>42816</EventRecordID>
<Correlation />
<Execution ProcessID="32956" ThreadID="0" />
<Channel>Application</Channel>
<Computer>HATS-9D4VP54</Computer>
<Security />
</System>
<EventData>
<Data>2126-03-17T15:01:38Z</Data>
<Data>RulesEngine</Data>
</EventData>
</Event>
Mo • 10m
That Event Viewer entry is just Windows Software Protection restarting, so it’s not related to Claude login.
Since the desktop app is stuck on the email + password screen and never shows “Continue with email,” the only thing you can reliably collect right now is:
Your Windows version (you already have it: Windows 11 25H2).
Any exact error text shown in the app (if it appears at any point).
If you can’t open the app at all, there’s no “Help → About” version to grab yet.
If you want, tell me whether the app ever shows any error message at all, or does it just loop back to the same screen silently.
Fin AI Agent • AI Agent • 10m
Does the app show any error message, or does it just stay on that screen?
Fin AI Agent • AI Agent • 10m
No error message, just stays on screen]
Mo • 9m
That’s helpful, Mo. Since there’s no error message and it just loops back to the email/password screen, the next useful thing to collect is any crash log from Windows (even if the app never fully opens).
Please do this:
Open Event Viewer → Windows Logs → Application.
Look for any entries around the time you tried to sign in that mention Claude (or anything that looks like a crash).
Copy the Event ID and the first few lines of the Description (or the whole entry if it’s short).
Once you have that, you can report it as a bug via /bug in Claude Code (if you can access it) or by filing an issue on the GitHub repository.
Fin AI Agent • AI Agent • 9m
Did that help clarify the next steps?
Fin AI Agent • AI Agent • 9m
thi sis copy of event logs, e
Mo • 8m
windows log, application. Information 10/04/2026 15:55:24 Security-SPP 16394 None
Mo • 7m
That Event Viewer entry (Security-SPP 16394) is just Windows Software Protection Platform Service activity, so it’s not a Claude crash or login error.
Since the desktop app never shows “Continue with email” and loops back to the email/password screen with no error, the only useful next step is to collect any actual Claude-related crash log from Event Viewer → Windows Logs → Application around the time you try to sign in (look for anything that mentions Claude or looks like a crash).
Once you have that, you can report it as a bug by filing an issue on GitHub and including your Windows version (you already have it: Windows 11 25H2), plus the Event ID and the first few lines of the Description.
Fin AI Agent • AI Agent • 7m
Was that log entry helpful, or should we keep looking?
Fin AI Agent • AI Agent • 7m
Log Name: System
Source: Microsoft-Windows-IsolatedUserMode
Date: 10/04/2026 16:14:25
Event ID: 5
Task Category: None
Level: Information
Keywords: (70368744177664)
User: LOCAL SERVICE
Computer: HATS-9D4VP54
Description:
Secure Trustlet NULL Id 0 and Pid 0 started with status STATUS_SUCCESS.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Microsoft-Windows-IsolatedUserMode" Guid="{73a33ab2-1966-4999-8add-868c41415269}" />
<EventID>5</EventID>
<Version>0</Version>
<Level>4</Level>
<Task>0</Task>
<Opcode>0</Opcode>
<Keywords>0x8000400000000000</Keywords>
<TimeCreated SystemTime="2026-04-10T15:14:25.5883440Z" />
<EventRecordID>99494</EventRecordID>
<Correlation />
<Execution ProcessID="36612" ThreadID="44536" />
<Channel>System</Channel>
<Computer>HATS-9D4VP54</Computer>
<Security UserID="S-1-5-19" />
</System>
<EventData>
<Data Name="TrustletIdentity">0</Data>
<Data Name="NormalProcessId">0</Data>
<Data Name="Status">0</Data>
<Data Name="ImageName">NULL</Data>
</EventData>
</Event>
Mo • 5m
That log entry is still not Claude-related (it’s Windows “Isolated User Mode” starting a trustlet), so it won’t help explain why the desktop app is stuck on the email/password screen.
What you need next is a Claude crash log in Event Viewer, not Windows service entries.
Please do this:
Open Event Viewer → Windows Logs → Application.
Try launching the desktop app and signing in again.
Look for any event around that time that mentions Claude (or anything that looks like a crash).
Copy the Event ID and the first few lines of the Description (or the whole entry if it’s short).
Once you have that, you can file a bug on GitHub and include your Windows version (Windows 11 25H2) plus the Event ID and description snippet.
Fin AI Agent • AI Agent • 5m
Did that help point you in the right direction?
Fin AI Agent • AI Agent • 5m
there are no mentions of Claude
Mo • 5m
That’s expected, Mo. If there are no Claude entries in Event Viewer, it usually means the app isn’t crashing or logging anything Windows can capture, so there’s nothing to grab from there.
At this point, the only remaining step is to report it as a bug on GitHub, since the app is stuck on the email/password screen with no error and no other sign-in options.
When you file it, include:
Windows 11 25H2
the exact behavior (loops back to email/password, no other options, no error)
any screenshots you have
Fin AI Agent • AI Agent • 4m
Should we go ahead and file that GitHub report?

What Claude Actually Did

Did not allow desktop app to load. would not use login.

Expected Behavior

Download app and allow login

Files Affected

Permission Mode

I don't know / Not sure

Can You Reproduce This?

Yes, every time with the same prompt

Steps to Reproduce

_No response_

Claude Model

Sonnet

Relevant Conversation

Impact

Critical - Data loss or corrupted project

Claude Code Version

sonnet 4.6

Platform

Anthropic API

Additional Context

_No response_

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