Aside of uninstalling, cleaning the machine, and reinstalling there are some log files that may be of some use. See the attached extended set of instructions.
Beyond that, I would suggest contacting support (847-413-2896) so that we can assist you further. If you don't have a support agreement, contact your sales rep. (general number: 847-466-6000) who should be able to help with the issue and getting a support service request.