OTOY Forums

Hi,

I bought Octane render and its max plugin in december, and installed Octane standalone v2.24 along with the 3DS max plug in v2.24.2 - 2.15. I decided to try and update both today, to gain access to the Substance material in the LiveDB that I wasn't able to get in my current versions.
I tried to uninstall the plugin using the control panel from windows but it seems to get stuck and doesn't launch any window once I try and press the uninstall option. I can see a Uninstall.exe * 32 launched in my task manager, but I can't seem to kill the process and it does nothing. I tried to launch the installer of the pluign v2.25 - 2.22 after I successfully updated Octane standalone to 2.25. I have the same problem : I run the exe as an administrator, but it does nothing, and I can see 3 instances of OctaneRender_for_3ds_Max_2.25_-_2.22.exe *32 in my task manager, doing nothing and not killable. Only way to get rid of those is to restart the computer.
I'm on Windows 7 Pro 64 with 3DS Max 2014 64. What am I doing wrong ?

P.S. I decided to try Octane 3 beta. Same problem : I can install standalone just fine but the plugin installer never seem to work and launches 3 or 4 instances of iself in the task manager doing nothing.

Hi,

Thank you for raising this to our attention. I have never heard of an issue like this occurring with uninstalls until now. Thank you for the detailed breakdown of the issue - I shall resolve this for you as soon as possible.

Cheers,
Azen

Hi,
thanks for being so quick to aknowledge this problem. I first had a problem in december when I bought the standalone + the plugin because I was to eager to try the engine, and tried to install the plugin right away without installing the standalone. It caused me the same issue. So I installed standalone and the plug in after and I had no problem doing that. I guess this installation order has something to do with the license activation...
This is exactly what I did this time : I updated the standalone then tried to update the plugin but it just doesn't work. Could it be a license issue or is it caused by some weird software incompatibility. I can't unfortunately try on my Surface Pro as it doesn't have a nVidia GPU.

Alright, I tried one last thing : safe mode. And it worked. I guess it is some weird software incompatibility on my computer that was preventing any install and that particular software isn't launched at startup in safe mode. Strange thing is that the Octane Render plugin for max is the only installer that has this behaviour. I'm running avast, samsung magician, steam, logitech assistant, gpu temp, core temp, geforce experience, displayfusion and displaycal, if that can help any further. But I guess it's no use for you to spend time on such a specific problem that seems to only be affecting my computer with this combination of software running.

Hi,

The most probable source of this issue would be the anti-virus. What anti-virus are you running at the moment, if any? If you disable the anti-virus, does that resolve the issue?

Cheers,
Azen