topic Re: MAX2018 Installation Hangs in Installation & Licensing Forum

MAX2018 Installation Hangs

miketruly — Wed, 01 Nov 2017 18:54:39 GMT

I downloaded the MAX2018 install files from my Autodesk account page today and extracted them to folder... this all went fine.

Then I was trying to install MAX 2018 today on my workstation and the installation runs fine for awhile then hangs at a certain point. The frozen spot is currently (and has been for hours):

'Microsoft Visual C++ 2015 Redistributable (x64)Overall Progress

10 of 16 Remaining

(The overall progress bar is at about 30%).

The installation never proceeds past this point. This is on a system running Win7 SP1, 128GB RAM, dual Quadro5000s, SSDs, etc. (system is running fine with MAX2017 & previous versions).

Any idea how to get the installation to proceed successfully?

Thanks!

Re: MAX2018 Installation Hangs

miketruly — Wed, 01 Nov 2017 19:29:04 GMT

Hmmm... now it seems to be sorted.

The install was frozen at the above point and I tried clicking the 'Cancel' button but the dialog would not go away. So I killed the Setup process in Task Manager and restarted Win7. Then I ran the Setup.exe again and re-selected the desired install items. The installation ran fully this time and finished fine.

Thanks anyway.

Re: MAX2018 Installation Hangs

miketruly — Wed, 01 Nov 2017 21:11:47 GMT

When I try to go to my Autodesk account and get the serial # for MAX2018, I select the serial # tab and I get this message:

'Serial numbers are managed by your organization and may be requested from your IT department, help desk, or software admin.'

Why isn't my serial # info displayed to me? How do I find the info to authorize my software? I am the software administrator for my company.

Thanks!

Re: MAX2018 Installation Hangs

miketruly — Wed, 01 Nov 2017 23:04:29 GMT

OK, I found an email that was sent to me many months ago which contained my MAX2018 serial # and product key. (Why isn't this serial # visible to me in my account?).

So... I wanted to authorize MAX2018.

I double-clicked the MAX2018 icon on the desktop to start the program and it instantly crashes and displays the dialog box:

Check online for a solution

Close the program

(I had successfully clicked the icon to start the program previously but at that time I didn't have the serial # ready so I closed the startup box to abort.

Any idea why this is happening?

Thanks!

Re: MAX2018 Installation Hangs

miketruly — Thu, 02 Nov 2017 15:17:43 GMT

I have tried doing a 'Repair' on the MAX2018 install. I have tried uninstalling and re-installing MAX2018.

Same results... it will not get past this error with 'ExchangeStorePackageManager.dll'.

Re: MAX2018 Installation Hangs

dgorsman — Thu, 02 Nov 2017 15:33:47 GMT

While you may be the software admin for your company, you need to ensure you have the correct rights level for the account with Autodesk. It's not uncommon for the person doing the purchasing (i.e. management or accounting) to be automatically given the role of Contract Administrator, who has full rights; other users for the organization automatically get assigned to a lower tier unless specifically granted by the Contract Admin. If you set everything up yourself, then it's likely your Autodesk account requires a re-sync. Contact your reseller and have them get on that.

Re: MAX2018 Installation Hangs

miketruly — Thu, 02 Nov 2017 15:44:18 GMT

Thanks for the ideas regarding the serial # display in my AD account.

I'm it. The one and only. Since 3D Studio DOS ver1 so looks like an Autodesk problem with my account.

As to why MAX2018 won't start... that's still a mystery.

Thanks again.

Re: MAX2018 Installation Hangs

Mark.Lancaster — Fri, 03 Nov 2017 01:44:59 GMT

@miketruly

If you are the contract manager for you subscription, do you see these icons in the upper left hand corner (when you access your Autodesk Account/Management)

If you don't, that's an indication the credentials being used are not the correct one that's assigned to that contract manager role. If you are 100% sure your credentials are correct, please reach out to an Autodesk Agent >>here<< and inform them what's going on.

Also with Max 2018, did you ever get the interface where it states sign in, enter serial #, network?

Update: One more thing.. I would recommend that you remove your phone # from your forum signature. That type of personal information should not be shared on a world wide user/public forum for security reason. In addition if you are replying using your email system, please don't.. When you do it shares your email electronic signature and your personal information.

Update #2: Sorry for all of these updates.. I'm not a 3DS Max user so I could be providing out-of-date/un-related information for Max 2018.. However I did find this related to error you are seeing.

https://area.autodesk.com/blogs/max-station/v4_exchange_store_error_message/

https://www.youtube.com/watch?v=NtUiqkq8zvE

Re: MAX2018 Installation Hangs

miketruly — Fri, 03 Nov 2017 12:49:05 GMT

Mark,

Thanks for the ideas.

Regarding the Autodesk account... I contacted my re-seller about correcting this and haven't heard back yet. I may try to correct this directly through Autodesk. (And NO, not all those icons are present in my account).

I think I know what has happened (again). I use the name X and always have used the name X with my Autodesk products and account and life. But the info on the credit card (which pays for the Autodesk products) has the name as Y (a slightly different name from X). At some point, my reseller or Autodesk created an extra account called Y and gave all the full controls to this Y account. I don't use this Y account and don't even know the password to this account (since I didn't ever create it).

Regarding MAX hanging on startup... I got this sorted.

I had run the installation and it froze at the above point. I killed the process and rebooted and ran the install again and it successfully completed and I rebooted again. Then I went to start MAX2018. It started fine and got the authorization dialog successfully (but I didn't have my serial # shown in my AD account) so I cancelled the dialog and ended the startup process. I then found an email with my serial # and tried to start MAX2018 again to authorize... it errored immediately with the above error. I rebooted various times and tried a repair, re-install and an uninstall and re-install and nothing worked to get rid of this startup error. Then I decided to install the MAX2018.3 update to see if this would correct whatever the problem was. I ran the update and re-booted and when I went to start MAX2018, it successfully displayed the authorization dialog and I authorized.

Thanks again.

Re: MAX2018 Installation Hangs

natasha.l — Wed, 08 Nov 2017 18:45:51 GMT

Hello @Anonymous,

Thank you for this great troubleshooting explanation, you did some great work there. Trying as many steps possible to be successful is truly the way to resolve things, every case is different.

So glad you are up & running to start creating.