Maxon App Error 11025: Can not connect to Red Giant Service

This error occurs when the Maxon App is unable to access a background service used for licensing and installation.

Since there are a variety of ways to reach this state, there are multiple ways to resolve it, with some offering no results over others:

• Solution 1 (Macs only): In some cases, a contention over log files files may prevent the background service from starting, in which case deleting them may resolve it:
  1. Open a Finder window
  2. In the top menu bar, select Go > Go to Folder
  3. Type or paste in: /tmp/
  4. Delete these two files:
     • redgiant.service.err.log
     • redgiant.service.out.log
  5. Empty the trash and restart your machine
  6. Retry installation
• Solution 2: An incomplete removal of the Maxon App can leave the Red Giant Service in an indeterminate state, which can be resolved by running uninstall scripts at elevated, administrative privileges:
  • Mac
    1. Open a Finder window
    2. In the top menu bar, select Go > Go to Folder
    3. Type or paste in: /Library/Application Support/Maxon/Tools/
    4. Keep this Finder window visible while continuing onto the next steps.
    5. Head into Applications > Utilities > Terminal
    6. Type sudo sh  making sure to include the space afterwards
    7. Drag and drop uninstall-appmanager.sh into the Terminal window and hit Enter
    8. Supply your system password and answer Y to any prompts in the Terminal.
    9. Type sudo sh again, remembering to include the space afterwards.
    10. Drag and drop uninstall-maxon-service.sh into the Terminal window and hit Enter
    11. Again supply your system password, and answer Y to any prompts.
    12. Retry installation.
  • Windows
    1. Open a File Explorer window and head to C:\Program Files\Maxon\Tools\
    2. Right-click uninstall-appmanager.bat and select Run as Administrator
    3. Repeat for uninstall-maxon-service.bat and again select Run as Administrator.
    4. Retry installation.
• Solution 3: Antivirus software or firewall software can interfere with the proper installation of the Red Giant service, in which case turning off (or uninstalling entirely) any antivirus software and firewall software resolves the problem. 
  
  Antivirus & Firewall Software known to affect our installations:
  • Little Snitch
  • Malwarebytes
  • Norton
  • Strict Windows firewall configurations
  • Strict VPN configurations

If you are still unable to install Maxon App after following these three suggestions, contact Support.