3ds max 2019 not responding please help.

[Anonymous]

I have use 3ds max in the pass with no issues but one day i just opened 3ds max like i always do and it just stopped responding it freezes when i click on the viewpoints everything goes all white/Gray (attached Picture), i have even fresh reset my PC in order to get it to work but is still not responding checked online for solutions nothing works, I have all drivers up to date same for 3ds max, this is really getting annoying and i cant seem to get in contacted with autodesk because am not a full member just a student, my pc spec are all in the pictures i have attached anyone that have had the same issue please can you help me i really need 3ds max for everything.    

[hagen.deloss]

Hi @Anonymous

Thanks for bringing your question to the forums! It looks like there was a new driver for the GTX960 this past Monday! Here is a link to download that. It looks like you have version 399.07 installed this is version 399.24

I hope this helps, please let me know how you decide to proceed 😄

Please select the Accept as Solution button if a post solves your issue or answers your question.

[Anonymous]

Hi,

Thanks for the help and link, i installed the new update but 3ds max is still not working am still getting the same issue, i really don't understand what is the problem am not even getting a error code to make things easier to fix. 

[hagen.deloss]

@Anonymous

I'm curious, does Max crash on startup after the white screen displays, and if so, do you get an option to submit a CER report? If so, please send me the report number in a Private Message so I can look it up in your internal database.

Can you please try to start Max using the Nitrous Direct3D 9 display mode? here is an article on how to change your graphics display driver. If it starts in the alternate display mode, please let me know, and we can continue troubleshooting with a better understanding of where the issue exists.

Another route you can take is making sure to perform a clean uninstall of your software, there may be some residual boot files that point to the old graphics drivers instead of the updated versions. Here is an article on how to make sure you have cleared those files off your system so you can perform a fresh install of 3DS Max. 

I hope this helps 😄

Please select the Accept as Solution button if a post solves your issue or answers your question.

[hagen.deloss]

@Anonymous

Oh, one more thing, are you on the most recent update version of Max (2019.1.1)? If not, it may be a good idea to download that update after performing the clean uninstall.

[Anonymous]

Hi again,

Thanks your reply's, I have attached a video off what happens when i open 3ds max 2019, i can confirm am on the latest update on 3ds max, i have tried to change the graphic setup with the "-h" guide and none worked. I have not tried a clean install of 3ds max but am not sure if that could be the issue because i did a full clean reset on my pc because i been fighting with this issue some time now, i dnt even get any error codes which makes it hard to fix.  

[hagen.deloss]

@Anonymous

Thanks for the video, and additional information! Can I get a DxDiag file from you? That will give me a full list of your computer hardware and update versions.

• In Windows, select Start  and enter dxdiag into the search box on the taskbar. Select dxdiag from the results.

• In the tool, select Save All Information for an easily shared format.

Has your computer updated recently before the issue started happening? Do you have a multi-monitor setup?

Thanks!

[hagen.deloss]

@Anonymous

I wanted to check back and see if you got a chance to try the suggestions I made in my above post? It would be super helpful if you could add a post with how you decide to proceed, and your results. That way other Community members can benefit from your process 😄

Please select the Accept as Solution button if a post solves your issue or answers your question.

[Anonymous]

HI,

Sorry for the late reply, I have followed the step via the links you provided but still doesn't work, so i attached my dxdiag like you requested hope you can help via this info. hope to hear from you soon.

Thank you.

[Anonymous]

Can you also provide the 3dsmax .log file? This way we can see where the startup stops.

C:\Users\[YourUsername]\AppData\Local\Autodesk\3dsMax\2019 - 64bit\ENU\Network

Check for the max.log file in the folder.

[hagen.deloss]

Hi @Anonymous

I hope we can get it working for you, this must be really frustrating! I'm wondering if it was a recent windows update that could be causing this issue, would you be able to try rolling back to a previous windows update?

Here are steps on outlining how to do so.

@Anonymous that's a great suggestion too, sending a log file would help to narrow down what process exactly is having an issue on startup!

[hagen.deloss · Accepted solution]

@Anonymous

I would also like to point out that there is a new update for 3DS Max 2019, you may want to try this update out and see if it resolves the issue before rolling back the windows update. 

Here are further details on what that update includes.

If that doesn't resolve the issue, I would then recommend sending the log files, and if we are unable to discern anything from them, I would say the last resort would be rolling back the most recent windows update.

Please select the Accept as Solution button if a post solves your issue or answers your question.

[Anonymous]

HI,

I want to say thank you for your help and support, am really not sure what happened but I think that maybe the new update for 3dsmax or the windows update made 3ds max open and run again, i have no issue anymore with 3ds max which is great am able to open my work flies also. 

Thank you again for your support and if anything ill keep in touch.