6618 MyCalyx Installation Proxy/Firewall Troubleshooting

Proxy / Firewall

A proxy server or firewall may prohibit the Point update from downloading. If there is a proxy or hardware firewall within the network environment, you should allow the following URLs and executables to pass through the proxy or firewall.

  • *.amazonaws.com or https://mycalyx.s3.amazonaws.com
  • http://storage.mycalyx.com
  • Pointstarter.exe and RunSilent.exe


Status Log Error Messages:

A status log is created every time you open or install Point. If an error occurs during the installation, it may be helpful to view the status log and understand the error messages and how to resolve them.

The status log is located at C:\Users\<username>\AppData\Local\Calyx Software. Double-click the Statuslog.txt to view the log details.

Each instance of the installation status is separated by hash marks (#) and a date. The most current log details are always at the bottom. It may be easier to delete the status log file and reinstall or open Point again so it can create a new one.


Error Message: The underlying connection was closed. An unexpected error occurred on a send.

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This error can be caused by a firewall or proxy server blocking Point from communicating with the MyCalyx site. Typically, this error would occur when you double-click the Point icon for an upgrade. You can also try to disable the firewall if one is installed on the computer.


The resolution for this error is to access your proxy or firewall and add the following exceptions to allow communiciation between Point and the MyCalyx site:

  • *.amazonaws.com or https://mycalyx.s3.amazonaws.com
  • http://storage.mycalyx.com
  • Pointstarter.exe and RunSilent.exe


Error Message: System.BadImageFormatException: Could not load file or assembly..... An attempt was made to load a program with an incorrect format.

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This error is caused by a viral infection on the computer, which prohibits Microsoft .NET from communicating with Internet Explorer.

    1. Download the free version of Malwarebytes Anti-Malware from www.malwarebytes.org.
    2. When the Malwarebytes scanner is installed, be sure that you apply all updates first.
    3. Run a full system scan.
    4. A full system scan could take anywhere from 1 - 3 hours depending on the speed of your computer and how much data is stored on it. When the scan has completed, click the Show Results button.
    5. From the Scan Results screen, check all infected files and click Remove Selected.
    6. After all infections have been removed, restart the computer and install Point again.

    Error Message: The underlying connection was closed: Could not establish trust relationship for the SSL/TLS Secure channel...The remote certificate is invalid according to the validation procedure

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    There are several factors that may cause this error to occur during the installation. Most often there is something prohibiting the download from Internet Explorer, such as a firewall, internet security settings, or an invalid SSL certificate. See details below:



    Disable any firewall that is installed prior to installing Point. If there is a proxy or hardware firewall, please add the following URL's to the exceptions list to allow all traffic:

    • *.amazonaws.com or http://mycalyx.s3.amazonaws.com
    • http://storage.mycalyx.com



    Invalid SSL Certificate

    When there is an invalid certificate problem, you will receive a certificate warning when you go to https://www.mycalyx.com. If a certificate warning appears, the below steps will most likely resolve the error.

    1. Click here to download the godaddy root certificate.
    2. From the File Download - Security window, select to Save and save it on the Desktop.
    3. Close all web browser windows.
    4. Go to your desktop and double-click the root certificate you downloaded to your desktop, gd-class2-root.cer.
    5. Select to Open the file if you are prompted with a security warning.
    6. From the Certificate window, click Install Certificate.

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    7. From the Certificate Import Wizard, click Next.
    8. From the Certificate Store window, select Place all certificates in the following store.
    9. Click Browse.
    10. Select Trusted Root Certification Authorities and then click OK.
    11. Click Next.
    12. From the Import Successful window, click OK and then install Point again.

    Error Message: The referenced assembly is not installed on your system. (Exception from HRESULT: 0x800736b3)

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    Any error that references a missing assembly is a Microsoft .NET Framework error. Refer to the knowledge base articles below:


    Error Message: Cannot Start Point. Please make sure Point is installed. Install Failed.

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    This error in the status log is typically accompanied by a popup error that occurs during the installation, "Point is not installed Properly". There is a communication issue between your Point installation and your MyCalyx account. See below:

      1. Log into the MyCalyx management site. (https://www.mycalyx.com). If you do not have the login information, please contact your MyCalyx Administrator.
      2. Click Manage Users.
      3. Double-click the user that is experiencing the error message.
      4. Uncheck the End User Role (  ) checkbox and click the Save (  ) icon.
      5. Double-click the user's name again.
      6. Insert a check back into the End-user role (  ) checkbox and click the Save (  ) icon. This will send the user a new installation e-mail.
      7. You will receive a new installation e-mail from MyCalyx.com. Access your e-mail and click the install Point link to proceed with the installation.

      Error Message: File PointStarter.exe is not a valid Portable Executable (PE) file. PE file does not have enough data.

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      This error is caused by a hardware firewall or proxy server prohibiting the full installation package from downloading.

      Please add the following URL's to the exceptions list to allow all traffic, from the hardware firewall or proxy server:

      • *.amazonaws.com or http://mycalyx.s3.amazonaws.com
      • http://storage.mycalyx.com