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‹ › Activation & Licensing › Uninstall Issue

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    • 5 Apr 2020 at 3:39 am (GMT+0000+0) #1548
      zacanstee
      Participant

      I have applied for and received a new CostX V6.7 licence from exactal, as my old version of the software from last year comes up with the following error (see screenshot of error below) when I tried to open it.

      To activate my new licence I tried to first uninstall the existing version of costX on my computer. However once I click uninstall, the following error appears (see screenshot of error below) and it won’t let me go any further.

       

      Can you please provide me with some guidance on how to fix this?

    • 6 Apr 2020 at 6:39 am (GMT+0000+0) #1551
      RIB CostX
      Moderator

      Hi there,

      Thanks for posting on the student forum.

      Primarily, there are two common reasons for this error. Firstly, you should check if the CostX Database service is running. Open your Services windows and scroll down to “CostX Database” and check the Status.

      If it is not running, right click and select “Start”. If you have done this and still get the unable to connect to the database error, then this may be due to a firewall or antivirus software assuming that CostX is a malware.

      In this case, you will need to either add the Exactal program folder to the AV exclusions list of disable the AV scan and run CostX installer again to repair CostX services.

      If you have further questions, please contact education@exactal.com

      Thanks.

      CostX Forum Admin

    • 8 Apr 2020 at 9:54 am (GMT+0000+0) #1553
      zacanstee
      Participant

      Hi there,

      Thanks for getting back to me.

      In my Services windows there is no ‘CostX Database’ item at all (See screenshot 1).

      I’ve added all CostX and Exactal files as exclusions to my Avast laptop Security system and still have the same issues as previously described (see screenshot 2).

      Have you got any further suggestions on how to fix this?

       

    • 9 Apr 2020 at 4:25 am (GMT+0000+0) #1557
      RIB CostX
      Moderator

      Hi there,

      Thanks for your reply on the forum.

      User can try exluding these paths from the Anti-virus –> C:Program Files\Exactal and C:ProgramData\Exactal

      Restart the machine and try to run CostX again, Do also attach the error message if there is any when trying to open Cost. If you have further issues, please contact support@exactal.com.

      Thank you!

      CostX Forum Admin

    • 9 Apr 2020 at 8:30 am (GMT+0000+0) #1559
      RIB CostX
      Moderator

      Hi,

      If you still encounter further issues, please email education@exactal.com with your email address so that we may contact you.

      Thank you.

      CostX Forum Admin

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