3DS Max 2019 won't launch... tried everything

[Anonymous]

I've recently updated from 2018 to the 2019 version and have had nothing but problems. 

I've done a clean install, 3DS Max works for a few days then refuses to launch. The Splash screen shows up for a few seconds before disappearing. 

I've uninstalled and reinstalled multiples times. 

I've tried the "repair" and "reinstall" options from the uninstaller. 

I've tried deleting temp files, but they repopulate when I attempt to launch again and 3DS max still crashes. 

I've used REVO uninstaller to remove ALL traces of 3DS Max, and make a super clean install. Works only for a few days before I get the splash screen of death again, and it refuses to launch no matter what. 

I also get the "Autodesk Desktop App" error message every time I boot, and every 2-3 hours unless I force kill the app. 

Please help 😞 I just want to be able to run 3DS Max like a normal person. 

Update: I've deleted the ENU folder, and still nothing.

The error I'm getting is "Unhandled Exception" when trying to launch the Autodesk Desktop App.

[Richard.Vivanco]

I have windows 10 pro with max 2019 and works fine.  Its an education license.

I assume you dont have hardware problems.

Did you try REGEDIT ? delete all the information about 3dsmax.

Disable temporaly your firewall and antivirus and download again.

Good luck!!

[Anonymous]

Hi, this is not a hardware issue as 2018 used to work, and I tried 2 other graphics cards.

REVO uninstaller deleted all registry files and folders. Then I did a fresh install.

I do not have any firewall or antivirus enabled. I don't believe that's the issue. 

[irishman_team_kilber]

go event your windows event viewer and then double ciick on windows logs and applications and look for any 3ds max errors or warnings windows will give you a short description of what maybe causing the error or warning if you run that through google it will likely give you an answer,

do you ever get a crash reporting error? if so if you fill that out and submit to to autodesk that CRE will give you a ref number with letters if you post it here, an empolyee can loook it up and give you an answer,

have you tried to make a new windows user account to see if you can access 3ds max?

[Anonymous]

Hmm, the event logs are just a bunch of random codes so I'm not sure which is for 3DS Max. 

The error report is CER_192409433 
Should I attach the .dmp and .xml files here as well?

I believe the issue as to why 3DS Max isn't opening has to do with the Autodesk Desktop App. It doesn't sync/load for some reason, and maybe that's why 3DS Max crashes at the splash screen. I also had a lot of problems with my serial number, I either wasn't able to apply it or it only gave me a 30 day trial despite being an unlimited student serial. 

I have not tried a new Windows account, but even if that did work, I would need to reinstall all my other pipeflow software to that new account and that would take forever and isn't ideal.

Any way I can get 3DS Max to run without the Autodesk Desktop App?

[Anonymous]

Hi, I think my response to you was removed for some reason?

Either way the error report was CER_192409433 

Setting up a new user account will not be ideal as I will need to reinstall absolutely everything on the new user account, all software etc. And this is assuming that it works on the new user account to begin with. And I'm not sure how to decrypt the even viewer logs as they are just a bunch of error codes. Not sure which is for 3DS Max or other programs. 

I'm 99% sure the problem is with the Autodesk Desktop App, as I think it's somehow not being able to link my software to my account? I had licensing issues where I would get a 30 day trial message despite having an unlimited student license and when I tried to adjust that it would also crash. The ADA crashes every few hours like initially mentioned in my post, and I can't get the interface for it to load either. Any ideas? I have absolutely tried fresh installs with no luck. 

[Anonymous]

This is the 2nd time my response was deleted, so here it is again:

Either way the error report was CER_192409433 

Setting up a new user account will not be ideal as I will need to reinstall absolutely everything on the new user account, all software etc. And this is assuming that it works on the new user account to begin with. And I'm not sure how to decrypt the even viewer logs as they are just a bunch of error codes. Not sure which is for 3DS Max or other programs. 

I'm 99% sure the problem is with the Autodesk Desktop App, as I think it's somehow not being able to link my software to my account? I had licensing issues where I would get a 30 day trial message despite having an unlimited student license and when I tried to adjust that it would also crash. The ADA crashes every few hours like initially mentioned in my post, and I can't get the interface for it to load either. Any ideas? I have absolutely tried fresh installs with no luck. 

[Anonymous]

All of my responses are being deleted so I'm making a new post. Here is the original post: 
https://forums.autodesk.com/t5/3ds-max-forum/3ds-max-2019-won-t-launch-tried-everything/td-p/8679988

Either way the error report was CER_192409433 

Setting up a new user account will not be ideal as I will need to reinstall absolutely everything on the new user account, all software etc. And this is assuming that it works on the new user account to begin with. And I'm not sure how to decrypt the even viewer logs as they are just a bunch of error codes. Not sure which is for 3DS Max or other programs. 

I'm 99% sure the problem is with the Autodesk Desktop App, as I think it's somehow not being able to link my software to my account? I had licensing issues where I would get a 30 day trial message despite having an unlimited student license and when I tried to adjust that it would also crash. The ADA crashes every few hours like initially mentioned in my post, and I can't get the interface for it to load either. Any ideas? I have absolutely tried fresh installs with no luck. 

[hagen.deloss]

Hi @Anonymous 

Thanks for bringing this issue to the forums, this issue sounds super frustrating!

Have you uninstalled the Desktop app itself? Either reinstalling it, or installing 3ds Max directly from the web may sidestep the desktop app issue altogether. Here are some steps on installing 3ds Max via the web before following along with this suggestion, I would suggest uninstalling the desktop. 

Let me know if this helps to resolve the issue 😄

[Anonymous]

Hello! Thank you so much for your response. I have followed your steps to have it installed the other way, but now I am getting the following error during installation:

I'm not quite sure what to do from here. I don't see the key under regedit (following another thread after googling the issue) 

[Anonymous]

Was able to resolve that issue with this link https://knowledge.autodesk.com/support/autocad/troubleshooting/caas/sfdcarticles/sfdcarticles/Error-...

I'll come back in a dew days with an update, but I feel like I will unfortunately need help again 😞

[Anonymous]

Back to square one. This is exactly the same problem I've been experiencing the first 12 times I've reinstalled 3DS Max. 

I am prompted with this screen, to which I select single user and login. 

Next I have this screen after successfully booting up 3DS Max for the "first" time after installation. I should not be seeing this screen as I am a student and am logged into my account. If I click "Already have a license?" and then "Activate" 3DS Max immediately crashes. 

As I can confirm here if you look, I am in fact logged into my account. 

I can tell you with 100% certainty that in 2-3 days when I try to launch 3DS Max, I will run into the exact same issue as to why I originally posted on this forum. 3DS Max will no longer launch, I have went through this process at least a dozen times. 

Please help me resolve this. I can't keep uninstalling and reinstalling 3DS Max twice a week. This is insane!!!

If it helps, I'm starting to suspect this has everything to do with the "Autodesk Genuine Service" as it was the ONLY thing I was unable to remove from my computer no matter what I tried. Even Microsoft Installer Clean-Up Utility was unable to remove this service. I have a feeling that this is where all my issues are stemming from and until I am able to completely wipe my system from this "Genuine Service", I will still have a corrupt file or registry key left over from it that will continue to give me these crashes with 3DS Max until the end of time. 

[Anonymous]

Sorry about spamming you with replies. 
I've added a video so maybe this will help someone understand what is going on. 

https://drive.google.com/file/d/1S1buGSl6wgXZrZ7os0e_0w3wgQlHGXpL/view?usp=sharing

[natasha.l]

Hello @Anonymous, 

There maybe an issue with the Loginstate file on your system & its accessibility. There are system files that need to have read & write permissions to validate your account entitlements. 

Please take a look at the article with the troubleshooting steps to help resolve this issue. If you suspect the ADA app try to uninstall it completely.

Please "Accept Solution" if a reply or replies have helped resolve the issue or answered your question, to help others in the community.

[Anonymous]

Hello, I mentioned in my initial post that absolutely everything was uninstalled cleanly, aside from the "Autodesk Genuine Service". 

My C:\Users\%username%\AppData\Local\Autodesk\Web Services folder was completely deleted. I had zero autodesk folders so it's VERY unlikely the loginstate file was still accessible. It must have been re-created each time I re-installed 3DS Max as I wiped all folders and registry keys using REVO Uninstaller. 

Any other ideas? It doesn't prompt me to login each time, just once after a fresh install, but I still get the trial message even though I'm not on a trial...

[natasha.l]

Hello @al.miller, 

I will move this post over to the Autodesk Desktop app forum for further assistance.

In my last post, I recommended uninstalling the Autodesk Desktop app. Did you give that a try? 

Please "Accept Solution" if a reply or replies have helped resolve the issue or answered your question, to help others in the community.

[manu.gupta · Accepted solution]

Hi @Anonymous 

AGS generally gets uninstalled after 24 hrs of last Autodesk product uninstalled from machine. If you have no autodesk product on your machine, then please check the Registry settings for Genuine Service.

Please delete it if it is there:HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\2F76D713720958E4E91DDA4F7D56EA20\

Please clean uninstall everything from your machine and try installing latest ADA version from here:

https://www.autodesk.com/desktop-app

You try to install 3DS max 2019 from ADA. Let us know if you face any issues upon launching. Please send us the ADA logs. Please find the instructions document on how to collect logs as uploaded here.

[Anonymous]

24 hours? I've never seen that to be the case. It's still in my system weeks after everything was uninstalled. 

But I'll try your method and come back to update my results. 

I also heard that 3DS Max 2020 will be available soon, do you know when that might be? I was thinking maybe forgetting about the 2019 version and waiting to install the 2020 version in case that update itself resolves any issues. 

[manu.gupta]

Hi @Anonymous 

Have you tried the solution provided in my earlier post to you? Is the issue resolved, please update.

Regards,

Manu

[Richard.Vivanco · Accepted solution]

2020 version is available now

https://www.autodesk.com/education/free-software/3ds-max