3dsmax doesn't open

Hi,

Since last week, around aug 18-21 not sure, I have the same problem with all worstation x64 Win7, not test at this time on XP or x32. I got half second splash screen then 3dsmax close without errors in event viewer on WinXP x32

On any 3dsmax version I have installed 2009, 10, 11 the software splash screen popup and close. Sometime it open on x64 os, I need to try opening the software 3 or 4 times to open the software.

When the software is open if I draw a simple box and try to modify the box by the menu on right and when the menu want open the software crash. The same thing happend on a newlly installed version of 3dsmax on a computer.

If I uninstalled Sophos antivirus the problem is resolved no crash in 3dsmax, resintallation make the crach happend again.

I will call Sophos tech support and try to make this resolved and tell you if I can make it working.

Do you have any update on this?

Sophos endpoint security 9.5 installed on computers.

Thanks for replying me but i am still having the problem, i am also regularly in touch with sophos support but they are also struggling with this problem and unable to resolve, if i get any update i will definately let you know and please if you find any success please let me know. Thanks

Hello,

guess you've searched the net and seen the articles about problems with 3dsmax and Norton (NAV). I refrain to comment on the so-called solution. I know one (free) product first-hand where they tell you on the splash screen to turn off "Heuristic" scanning. Indeed startup took forever but I haven't investigated the cause. I think they have no specific product in mind but in general terms (and notice it is not mentioned that the application is blocked in any way). It seems there is a rarely used (otherwise we'd know of many more issues) way to do things (code an application) which doesn't work well with protection tools 

I don't know what Support told you, but if you don't get any alert about something which is part of the application authorizing won't help. Did you only try Authorization and without Sophos at all or have you experimented with the settings as I'd temporarily turn off On-access and Suspicious Behaviour Detection. to see if it makes any difference.

Christian   

I have tried all the possible way like as authorization, disabling on access scanning, suspicious behaviour but nothing happened in my favour. Please help me its very urgent.

Hi, 

So the only thing that helped so far is a uninstall of the Sophos Anti-Virus component?
In that case, we need to strip back all the components until we find out which one is causing the problem.  It could take 15 minutes but it's worth it, to do so I would suggest the following step by step approach.  If it works, reply back with which disabled option helped.

Firstly install Sophos Anti-virus again :)

1. Open 3DSM - it should fail, just to check.

2. In Services (start - run - type: services.msc) stop: "Sophos Anti-Virus" Service

3. Open 3DSM - if it fails carry on

4. In Services (start - run - type: services.msc) stop: "Sophos Web Intelligence Service"

5. Open 3DSM - if it fails carry on

6. Disable the detoured dll of Sophos, to do so: Open Regedit and navigate to: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Windows HAve a look at the value AppInit_DLLs on the right?
Sophos uses this for Buffer Overflow, Data Control and to help the BHO load quicker on IE8+
Are there any other dlls other than Sophos referenced here?  Maybe 3DSM has one or there is a conflict.  I don't have the application to see.
Backup the key or take a copy of the string and then remove the path to the Sophos dll.
Reboot the machine to ensure this DLL is not picked up by any process at startup and sill isn't loaded by any process which would cause the problem.
After the machine has started, try launching 3DSM.
If it fails carry on.

7. Bit of a long shot the next one but worth a test as it's another componets of the AV product and anothering thing to quickly rule out.
In Internet Explorer, open the browser Add-ons window (Tools - Manage Add-ons) and disable the "Sophos web content scanner" BHO. Close any IE windows andvtry launching 3DSM.  if it fails carry on.

8. Try disabling the hook of the BHO into Explorer.exe.
In the registry, navigate to: [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Explorer\Browser Helper Objects\{39EA7695-B3F2-4C44-A4BC-297ADA8FD235}] "NoExplorer"
and set the value for NoExplorer as 1, this will prevent the BHO being loaded into the Explorer process as well as IE.
Restart the machine, then Try and launch 3DSM.  If it fails carry on

9. Try disabling the filter driver of Sophos, the easiest way is to rename the file or files depending on OS version and reboot:
Navigate to: \Windows\System32\drivers\
Locate: savonaccess.sys
(If it's on XP, there are 2 files, savonaccesscontrol and savonaccessfilter I think, I don't have an XP machine to hand but there, should be 2 files that you can rename)
Rename it to savonaccess.sys.off

Reboot the machine, then try and load 3DSM.

At this point if it's still failing there is very little differnce betweeen the AV product being installed and being removed other than the files on disk.  There are no currenly active components loaded on the system.
Please try the above and hopefully 3D3M will work at one point down the list.  Once we've establised that, it might be easier to find exactly what the problem is.

Good luck and happy rebooting.
Jak

Hi,

I follow the complete task one by one ang got nothing. I stop and disable all the sophos services, rename the Sophos folder in C:\program file\ do the changes in registry and change the savonaccess* in the C:\windows\system32\drivers folder.

II restart the computer and get nothing work, same error.

I run ProcMon.exe from sysinternal and take a look at the time the software close in the log.

Inside of the event properties of almost process, even if the all the Sophos services are stop and computer rebooted, there is a file named swi_lsp.dll loaded related to Sophos Web Intelligence, version 1.0.5.0 located in

C:\Documents and settings\All Users\Application Data\Sophos Web Intelligence\swi_lsp.dll

I have a temporary FIX

I rename the folder or the specific file and automatically 3dsmax work well.

This way no browsing working with any browser and backburner give error "UDP fail" that mean this DLL is filtering all TCP / UDP packet but network connections and share will continue to work.

But I need backburner to do network rendering and I will continue to work on this.

Hope this will help somebody.

I have not contacted sophos at this point.

Restarting the computer this way make network non working because the computer will not be able to get an IP address.

Hi,

This issue has been escalated with sophos related to a maybe new issue related to LSP interaction  with Endpoint 9.5

http://www.sophos.com/support/knowledgebase/article/111225.html

I will advise when I will have update on this.

Hi,

Thanks for the detailed information. The file you've identified (swi_lsp.dll) is related to the new Web Protection feature introduced in version 9.5. It filters network traffic for web browsers, protecting against accidental visits to malicious websites. Sounds like something has gone wrong with its interactions with 3ds Max (its not supposed to do that).

If you disable the Web Protection feature for that endpoint then reboot the swi_lsp.dll component will be automatically removed from the Windows network stack. This should resolve your compatibility issues.

If you'd like to verify that the swi_lsp.dll component is indeed not installed in the Windows networking stack, run the command "netsh winsock show catalog" and look for swi_lsp.dll in the list (it will be a long list, you might want to redirect it to a text file for viewing in notepad). If you are truly stuck, run the command "netsh winsock reset catalog" to clear any non-standard components (including the Sophos one, swi_lsp.dll). It will ask you to reboot by the way.

I am very interested to hear the results of this, as the engineering team is working on improvements for compatibility with third party software. Anything we can learn from your experience will be beneficial.

Thanks,

Bob Cook

Development Manager, Sophos

(I'm the development mananger responsible for the Web Protection feature, hence my keen interest)

Hi Bob and everyone,

I do the test on the same computer I was testing and left the Web Protection feature disable. The computer was rebooted this morning and the 3dsMax work well without this feature.

Effectively the swi_lsp.dll component is remove from networking stack only when the computer is restart and not like when the computer is "same as policy" or only the checkmark remove in the client side. Computer need to be reboot to make this change effective. Sophos front line tech support make me test this but not restart the computer.

Maybe something written beside the checkmark in the endpoint software or in the console as "computer need to be restart to be same as policy" would help for change in this feature for the future.

Remove the checkmark in the endpoint client for "Web Protection" or remove "Block access to malicious website" in the console then restart do the job. No need to change anything for "Download scanning" in the console drop box. It can be anything.

If you put checkmark on and off for web protection, the swi_lsp.dll is register again without rebooting and insert itself in  networking stack. You need to restart again to remove it completely.

At least Sophos continues to operate on other way to intercept virus and other things.

I hope the problem will be resolved soon at engeneing to get this feature work on computers here.

Thank you,

Guillaume