Troubleshooting

Problem:   Collections MAX fails to start.

Solution

1.  First try to uninstall the software from either the start menu or the control panel.  Then download the software and reinstall.

The free components of Collections MAX like Collections MAX Administrator, Scheduler, or Collector can be found in our downloads page.  The paid versions of our software like Collections MAX Professional or Collections MAX Update Utility can be found on our portal website at collectionsmaxlicenses.com.

2.  Try temporarily disabling your Anti Virus Software.  Then try running the program.  If the software runs you will need to make an exception in your Anti Virus software for the program.  If you are using an anti virus program like WebRoot you will need to disable their Active Shield feature as this injects a program into our process space and causes our software to terminate.


Problem:   Collections MAX closes abruptly after login or flashes on the screen.

Most Likely Cause:  You are missing important Windows Updates or the .NET Framework is corrupt.

In most cases, these errors can be easily avoided by installing Important Windows Updates.

  1. Open Windows Update. From Start menu, type “Windows Update,” or open Control Panel\System and Security\Windows Update.
  2. Click “Check for Updates” on the left.
  3. Install all Important Updates and reboot.
  4. Please repeat Steps 1-3 until all Important Updates are installed. If you have not installed Windows Updates recently, you may have several consecutive updates ready. Specifically, Collections MAX requires the Microsoft .NET Framework 4.6.1

Retry the program to see if this repaired the issue. If it did not, or you received an error, please proceed.

Before proceeding you will want to see the actual cause of why the program was terminated.  This is done using Windows Event Viewer.

If you have errors that relate to mscorlib.dll or kernelbase.dll 99% of the time those are .net framework errors.

Here is a tutorial for using the Window Event Viewer.

https://www.bleepingcomputer.com/forums/t/40108/how-to-use-event-viewer/

Framework errors occurs when Microsoft’s .NET Framework is unable to be installed or updated, usually due to a corrupt file or setting in a previously installed version of the Framework.
Our software requires the Microsoft .NET Framework, which is developed, serviced and supported by Microsoft, so issues with .NET may prevent Collections MAX from installing or operating correctly.  For your convenience, we have collected some of Microsoft’s basic troubleshooting steps below.

If these steps do not resolve the issue, please contact Microsoft for further assistance with this issue.

Repairing .NET

Microsoft recommends using these steps to repair problems in the .NET Framework before attempting any further troubleshooting.

  1. Download the Microsoft .NET Framework Repair Tool.
  2. Select “NetFxRepairTool.exe” if prompted to choose a download.
  3. After the download completes, open NetFxRepairTool.exe.
  4. You will need to accept Microsoft’s license agreements.
  5. The tool will suggest possible fixes. Click “Next” to apply them.
  6. Continue following the prompts until the issue appears to be resolved.
  7. When done, click the “Finish” button.

Tip: For full documentation, please see Microsoft’s article or blog post.

Retry the program to see if this repaired the issue. If it did not, or you received an error, proceed to Solution 2.

Solution 2: Uninstalling .NET

If the repair function did not fix the issue, Microsoft recommends reinstalling .NET Framework. It is recommended to start with the highest version currently installed and work your way backward to .NET Framework 1.x.

Step 1
  • Open the Control Panel.
  • Click on “Programs”.
  • Choose “Uninstall a program”.
  • Locate “Microsoft .NET Framework” in the list; there may be multiple entries.
  • Select the highest version present.
  • Click “Uninstall/Change”.
  • When the .NET Installer opens, choose “Remove”.
  • Repeat these steps for all versions, highest to lowest.
Step 2B
  • Reinstall .NET Framework:  Links to ALL versions of the .NET Framework can be found on the following webpage.

Retry the program to see if this repaired the issue. If it did not, or you received an error, proceed to Solution 3.

Solution 3: Using the .NET Cleanup Tool

We have found that the official Microsoft instructions (Steps 1-2) do not always resolve .NET issues, but the following steps have proven effective in many cases. These are not official steps provided by Microsoft, but they are developed and maintained by Aaron Stebner, who helped develop .NET Framework 1.x-3.5. Use at your own risk.

    Using the .NET Cleanup Tool

  • Download the .NET Cleanup Tool from Aaron’s blog.
  • Open the Zip file and copy the “cleanup_tool.exe” to your Desktop.
  • Open “cleanup_tool.exe” and accept the user agreement.
  • Select “Cleanup All Versions” (default) and click “Cleanup Now”.
      This takes a while, but may appear to be frozen for several minutes. Please do not interrupt the process.

If cleanup is successful, restart the computer and reinstall all versions of the .NET framework that you uninstalled. If cleanup fails, or if you have difficulty following these instructions, please contact Microsoft or your computer manufacturer for further assistance from a certified Microsoft technician.

Links to ALL versions of the .NET Framework can be found on the following webpage.