any other recommendations?
Contact the vendor for support. Or search their support site for instructions on how to enable diagnostic logging so that you can understand what the service is doing when it fails to start.
You could also trace the process with Process Monitor.
Set a filter on the process name and monitor the service starting. Then analyze the files and network calls that it makes. Maybe you have parameter that is set wrong.
Was the service created by the software installation process, or did you manually define the service?