We did a screen share to see what was going wrong. The problem was that having used Free and Shop for a while, and opening them from the account page by clicking on Launch, the expectation was that Pro would also be opened the same way. Clicking on the button in the account page would download and run the installer again, and not actually launch Pro.
So, 2019.3 had been successfully installed the first time around. The browser was running maximized, and so it wouldn’t have been noticeable when the shortcuts were added to the desktop. When I opened it I used the Windows search box, and didn’t have to minimize things to see the shortcuts.
There were other oddities to figure out too, one being that the model worked on during the Shop days was not showing up in Trimble Connect, but was showing on the Home screen as a recent file. I couldn’t see in Shop how you publish to Trimble Connect, so instead I downloaded the SKP, then uploaded that to Trimble Connect.
Maybe someone can tell me a more direct way to get a model from Shop to TC.