【KKBOX Windows】What to do when a [KKBOX has stopped working] message appears?


There are several reasons why KKBOX may not function properly. Check your KKBOX Windows version and your operating system version before referring to the information below.

 
I'm using KKBOX Windows versions 6.X
If your operating system is Windows 7 or above, we recommend updating KKBOX Windows to the latest versions 7.X.
Simply go to KKBOX, click on [Download KKBOX], click on KKBOX Windows 7.X to initiate download.
 ※ KKBOX Windows 7.X can only be installed on operating systems Windows 7 and above.

If your using Windows versions below Windows 7, or if you prefer to keep using the current version, check if the issue meets situation [1] or [2] and refer to the steps provided.

Situation 1: KKBOX crashes as soon as it is launched.
1. Terminate KKBOX Windows and delete the listed folder.
 »Windows XP: Delete the [Dr Watson] folder under C:\Documents and Settings\All Users\Application Data\Microsoft
 »Windows Vista, Windows 7 and above: Delete the [KKBOX] folder under C:\Users\[user name]\AppData\Local

2. Relaunch KKBOX and see if the problem persists.

Situation 2: The problem occurs in the middle of using KKBOX.
1. Terminate KKBOX Windows and delete the [cti" (cti.dat)] file under the following folder.
 »Windows XP: Click [Start] [My Documents] [My Music] [KKBOX]
 »Windows Vista, Windows 7 and above: Click [Start] [Music] [KKBOX]

2. Uninstall KKBOX Windows by clicking [Start]
[Control Panel]  [Add or Remove Programs]  Choose [KKBOX] and click [Remove].

3. Go to http://test.kkbox.com
click [KKBOX CSUtility] to the bottom right corner to download [KKBOXCSUtility_TCv1.0.10.zip].
 Unzip [KKBOXCSUtility_TCv1.0.10.zip] to your desktop.

4. Delete KKBOX key by executing [KKBOXCSUtility_TCv1.0.10.exe]
click on [Function] [Clear KKBOX key]

5. Delete KKBOX folder by clicking [Function]
[Clear KKBOX folder].
 You can terminate [KKBOXCSUtility_TCv1.0.10.exe] after clearing KKBOX folder.

6. Disable your firewall/ anti-virus/ internet security software and relaunch KKBOX Windows.
 If KKBOX works normally after disabling the software, add KKBOX to the exception list of your internet security/ anti-virus software/ firewall (you may need to refer to the instructional manual provided by the software provider).

Should the problem persist, provide details of the problem, and screenshot of the problem through Online Customer Service and we shall assist you.

 

I'm using KKBOX Windows versions 7.X
If KKBOX Windows version 7.X is installed under one of the following directories/paths, remove KKBOX and reinstall under the default location. Reboot the computer and see if KKBOX Windows works normally.
1. Under the system root directory (such as C:/ or D:/).
2. Removable drive (such as external drive or USB)

If you have reinstalled KKBOX Windows, or if KKBOX is already installed under the default location and the problem persist, provide details of the problem, and screenshot of the problem through Online Customer Service and we shall assist you.

 

【I'm using KKBOX Windows version 10.x (downloaded from Windows Store)
Look up [KKBOX] under Windows Store and ensure you have updated to the latest version. Reboot your computer and see if KKBOX works normally.


If you have reinstalled KKBOX Windows, or if KKBOX is already installed under the default location and the problem persist, provide details of the problem, and screenshot of the problem through Online Customer Service and we shall assist you.

Your question was different? You can see


  1. Under some circumstances KKBOX may be blocked by your anti-virus/ internet security software.
    If you are having trouble running KKBOX normally, find and add the following KKBOX file to the exception list and see if the problem is solved.


    【KKBOX Windows (Desktop)】
     KKBOX.exe

    【KKBOX Windows (Windows Store)】
     KKBOX.UWP.exe

    To find out more on how to add programs/files to the exception list, refer to the instructions provided by your anti-virus/ internet security software companies.
    You can also click on the names of the companies below and it will take you to their support page.

    Avast Antivirus
    AVG
    Avira
    Bitdefender
    G Data
    Kaspersky Lab
    Intel Security (McAfee)
    Trend Micro (PC-cillin)
    Windows Defender

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