Oh no I am hoping it's not an installation or patch error (see options on launcher screen). Try to get the game to verify files. It takes some time but if a file got corrupted and hindering the game startup process, it's worth doing so.
Yes ma'am, I was thinking reinstalling it would be easier. Check the game directory first in case there is any error log or something which could point to a software or hardware problem. We don't really know for sure if the hang on load is caused by file error or whatever.
edit - I looked at the game directory and found a lot of text logs here:
Star Trek Online/Live/Logs/GameClient
I'm hoping a dev team / tech support person could assist because I have no means of knowing what's going on software side, and there are so many log files. The place to look for the error may not be as obvious compared to other games (which output just one error.log)