It was all working fine until 2 weeks ago, but now, nothing.
I was recommended to do fresh installs of both ZBrush and Keyshot, but it has made no difference.
Given none of the connections work, it would seems sensible to assume I should look at Keyshot, rather than ZBrush
I've tried a couple of different settings under the 'Enable Live Linking' option: Auto proxy / No Proxy, as well as a couple of different netwrk port settings (although I don't know what I'm doing with that and feel like I'm picking numbers randomly out of thin air there)
Now that the 'turn-your-computer-off-then-on-again' solution has been exhausted, responses to my emails have gone quiet, so I throw myself on the mercy of any bright minds on the Forum
Any advice would be really, really welcome as I now have a renderer that does nothing, and worse, this is screwing with my work!
Thanks in advance
Herman
And you are using KeyShot 5, correct?
It seems strange that it would stop working all of a sudden.
5.3.6 x64 (not x86)
yes it does 'seems strange'
and I'm looking for software installs/updates that might suddenly have thrown a spanner in the works, but I need help from you guys because it's your software that isn't woking, and to be quite frank "seems strange that it would stop working all of a sudden" seems unhelpful coming from Luxion staff, and doesn't in any way reference any of the questions I've asked
Do you have any debug tools that might help me figure out why Keyshot can't communicate with anything external?
Is the Keyshot cloud live at this moment? Is there any reason I shouldn't be able to check for updates?
What 'could' happen that might prevent KS from communicating to anything external, should the above questions suggest it's a problem at my end?
I've tried turning off my antivirus and firewall, and ensured that windows defender didn't step in the block them either... still no luck
HELP!
Herman
Just so I understand correctly, the problem that you are encountering is that when you are trying to render from inside ZBrush, KeyShot can't be found? Are you getting an error message?
Zbrush launches Keyshot successfully but then fails to send across any data. Keyshot works fine when launched by Zbrush, in so far as I can load old saved files just fine, but nothing new is being sent across.
The reason I wonder if it's not some communication problem with keyshot is because I can't connect to the Keyshot Cloud either! I get the following message:
'failed to Correct inspection result.Please try again in a few minutes'
followed swiftly by
'Was unable to contact server. Please try again in a few minutes'
followed by
'Login or register to access Keyshot Cloud'
I used to be able to connect just fine, but maybe the new install you had me do has lost my login details?
Also though, if I try to check for KS updates (via the Help menu), I get the following message:
'Cannot connect to the update server. please try again later'
Given all of this, you can see why I'm feeling like KS is failing to communicate with anything
I am going to stick my neck out on the block and ask if ZBrush has released a patch so it recognises 5.3.6 ?
If not, just as a suggestion I would say revert back to something like 5.2.10 and see if it fixes it all
Martin
Unlikely to fix things as the reason I upgraded (and note, I had to do so manually) was because I was having all these problems in the last version and hoped the new upgrade would fix things
Also, Keyshot Cloud and Keyshot updates have nothing to do with ZBrush, and i can't communicate with them either!
But thanks for the reply, Martin, it's reassuring to know someone in the community is reading/listening.
I love/loved Keyshot and I'm more than a little gutted to have something so expensive that no longer does anything useful
NB:
Going through what has been installed since my last known ZBrush to KS render (witness - http://rawsunlight.deviantart.com/art/Seven-Lords-of-Hell-clay-render-FanArt-532289462)
Uninstalled Flash, Java and Silverlight... made not one jot of difference...
The ONLY other thing installed was the latest update of Firefox and, for now at least, I'm really not happy about uninstalling that unless I get an explicit request to do so by Luxion staff...and if it doesn't work, I'm likely to kick off on one, so best not!
I realise of course that there may be any number of updates going on with software that doesn't go through Windows installer and hence program uninstaller, (Nero, nVidia, etc)... but that would be a nightmare scenario, especially given that I haven't been offered any kind of debug process to pinpoint what the actual problem is!
Now, back to reinstalling the software I just uninstalled ....>:(
Are you running Windows - If so are you running file and printer sharing on your LAN side, again if so, you can try using NetBIOS commands to help see/diagnose networking issues, NBTStat could very well be your friend here.
If KeyShot fires up by itself, and if ZBrush fires up by itself then the only other layer that has to be at fault is a networking/port. Again forgive my ignorance but have you got a network administrator who could have changed things like Subnet Masking or computer names. So many variables makes it a difficult beast to track-down.
Martin
Hi Martin,
Yep, Win 8.1
there's no admin, it's my personal machine and I have full admin rights.
I'm connected to a 2 machine and 1 printer LAN via router/ ethernet connection. Nothing looks irregular there, and nothing's changed that I know of...unless my wife has suddenly changed the habits of a lifetime.
Computer name is as it's always been
Disabling the printer achieved nothing, sadly.
I'd tried Netstat to see what ports were free / busy but didn't get any useful info.
My feeling here is that, even if things had changed, (which they haven't that I know of) as soon as I reinstalled KS it should have found the next free port it could link to?
I'm not sure how it came to choose 3141 - 3151, but one would hope it scanned for a free port.
I might be worried that it was a remnant from the previous install, but I stripped all refs to KS from the registry from the former version to ensure there was no legacy stuff going on
Looking at Keyshot's Log File, I am getting Network errors:
Query Serever failed to listen to any Port
(12:36:18) Unsuccessful reply, code= 0 , data= "" , url= "https://cloud.keyshot.com/oauth/introspect.php?apiVersion=1&token=a2b95d032fa01b6974678f9e98f7b7bae1869bab"
(12:36:18) Error loading "https://cloud.keyshot.com/oauth/authorize.php?client_id=a984cb5d316fcc1077f9a5cbef107dca84cbe0dc&redirect_uri=default_handler.php&response_type=code&state=api&serial=ZTUJSXQFXMERCXYF****" (I've blanked out the end 4 numbers on purpose there)
(12:36:18) Network error ( 3 ): Host cloud.keyshot.com not found
I'm guessing no one else is having problems connecting to the KS Cloud or updates, otherwise Thomas would have told me so.
What I probably need to know is how KS is selecting a network port, or why it's suddenly failing to find a free one
When you start-up KeyShot does it still query with the following message ?
Martin
Seems like there are 2 issues:
1. Data not coming across
2. Unable to connect to KeyShot Cloud and Update server.
@1 - Did you check with the Pixologic team? Or you can also send the fie to me - thomas@luxion.com - and I will check into it together with the Pixo team.
@2 - Sounds like a network issue. I forwarded the issue to our specialists to see whether they can shine some light on it.
Hey guys,
@ Martin, I've never ever seen that request...and KeyShot6.app? I'm on 5.3.6, and simply run the 64bit exe from the icon...running as admin makes no diff either
I reinstated the initial splash page in case your message would come up there, but there's nothing there except for load scene stuff and KeyShot 5.2 Update news...weird, given we're now on 5.3.6?
That KS 5.2 link takes my to the KeyShot web page with no problems.
@Thomas
Yes, I've been talking to Will at Pixologic and they are looking at it. It's now been passed up to a spoecialist, Solomon , but opinion is that it's probably a KS problem given that it's failing to communicate even with its own sites...
I would hazard a guess that this is not 2 separate issues at all, but rather the one; somehow KS is unable or unwilling to assign or communicate through a designated port.
Although I'm happy to do it, sending you models would be pointless, i fear. One of the first things I tried was previously working models, then I built very low poly objects to see if it was a size/memory issue as many of my models are 30, 40million polies... nothing comes across, so it's not model specific
Is there a way to install a demo of one of the other KS versions to see if that succeeds in communicating with the KS Cloud at least...then maybe I could look at its network port settings and copy them across?
No one as answered this as yet, but I assume the KS Cloud and update links are generally working for eveyone else?
I noticed this older post, and wondered if there might be any connection, given the guy had the same problem but with Solid Works?
https://www.keyshot.com/forum/index.php?topic=9588.0
Try this, if you haven't already:
- Open KeyShot and under Edit>Preferences>General, click on "Clear Cache".
- Usually a "fresh install" doesn't remove the keyshot XML file. Navigate to your KeyShot 5 resource folder and remove this file.
Now test it out. Let us know if this helps or not.
Chad
Hi Chad,
Thanks for the reply, but that made things worse. Once I'd done that, KeyShot wouldn't start at all; I noticed it would regenerate a new Keyshot5.xml file but then fail to start up.
Watching it in task manager it would appear on the list very briefly before disappearing and then doing nothing :(
(Sort of) interestingly, this was the same problem I had when the previous install had failed due to my antivirus/firewall
I've had to restore the old file to get it to work again, otherwise it won't play ball, but I'll try the xml removal again, with my AV and firewall turned off during KS startup, and see if that makes any difference
EDIT: Tried it with my AV and Firewall turned off, but same problem, KS just doesn't start at all, so I've restored the original xml file, and at least it runs, although all the connection problems are still there
Thanks for trying, Herman. Try this, when you have a moment:
Move, not copy, your KeyShot 5 resource folder to your desktop (for backup). Now reinstall the latest full version from here: keyshot.com/try
You will be prompted for your license when starting KeyShot - choose "Install a licence file" option and navigate to your old resource folder (it will automatically place it in your new one).
Let us know how it goes.
Chad
Hi Chad,
Unfortunately that was a nightmare! All of the following occured with AV and Firewall turned off, and UAC turned to min security setting:
1st install didn't create the Keyshot resource folder, so I uninstalled again and went through the registry again to remove all keyshot and Luxion keys again
2nd install did create the resource folder. Splash page came up and I loaded the lic file...then KeyShot wouldn't load at all, doing the previous thing of appearing briefly in task manager before failing to load
Did another uninstall and cleaned the registry again
3rd install created the resource folder but didn't load, not even the splash page to load in the lic file
from our previous round of experiments with the xml file, I noticed that although Keyshot wouldn't load with the new xml file, once I copied back the old one it ran again.
Tried that again, but with the latest install and found that KS was working again (but with all the original connection problems still there!!!)
Also noticed that the install takes 30 mins, most of which is spent on installing the 2012 Visual studio files (10mins on the x64, 11mins on the x86)
I've spent all weekend on this, doing endless reinstalls on and off for over 2 weeks, only to end back where I've started, and quite frankly I have to conclude that your installer and/or uninstaller are not worth the code it's written in!
I'm feeling HUGELY frustrated by the endless 'turn-your-computer-off-then-turn-it-on-again' approach
I could understand the clean install approach, but your uninstaller isn't cleaning KS stuff at all, and there is obviously a problem with the continued reference to the old xml file
Do you guys not have any proper debug tools?
Hi Herman,
I sent you an email through support to continue this conversation. If you don't see it, check your SPAM folder.
Chad
Can you access other things through the browser?
Hi Thomas,
What else should I be able to connect to via KS?
Both 'Connect to KSCloud' and 'Check for Updates' don't work
Is there something else to check? All weblinks are launched fine fine
Here are the error messages I'm getting in the Log File... I sent these to Chad but got no reply regarding these
(16:41:25) QTextCursor::setPosition: Position '18' out of range
(16:41:26) Query server failed to listen on any port
(16:42:45) Unsuccessful reply, code= 0 , data= "" , url= "https://cloud.keyshot.com/oauth/introspect.php?apiVersion=1&token=a2b95d032fa01b6974678f9e98f7b7bae1869bab"
(16:42:45) Error loading "https://cloud.keyshot.com/oauth/authorize.php?client_id=a984cb5d316fcc1077f9a5cbef107dca84cbe0dc&redirect_uri=default_handler.php&response_type=code&state=api&serial=ZTUJSXQFXMERCXYFMTK5"
(16:42:45) Network error ( 3 ): Host cloud.keyshot.com not found
This time the Log file is from a reinstalled 5.1.66, which was the first version I had, and the one that worked until 2 weeks ago... it's still doesn't work.
Once again, when I installed this it wouldn't start after I loaded the lic file, and once again, when I replaced the new xml file with my old one, it does start... but as before, without being able to connect to anything!
i received a new Bridge update from Pixologic, but that hasn't solved the ZB to KS problem
Can you remove the .xml file? Upon start of KeyShot is should create a new one.
Can you also try the cloud server using "ping cloud.keyshot.com" from the console?
Thanks.
Hi Thomas,
I've tried deleting the xml file and, absolutely, each new load of Keyshot creates a new one, (when it's absent). But, very strangely, Keyshot refuses to run with that xml file; it does that thing of appearing briefly in the Task Manager process list before disappearing completely. It ONLY runs when I put back the old xml file!
Chad asked me to update my gfx drivers, saying that sometimes that can explain the reluctance of the xml file to work...did that, it didn't change a thing
Where in the console can I type that address in? I must be tired, stressed and missing the obvious, because I don't see it
from a command prompt otherwise known as a console or if you're an old f**t like me, a command line interface.
Martin
Doh! it was late, sorry...being an old fart too, I should have thought command prompt!
Console reports:
Reply from 66.240.233.45: bytes=32 time=161ms TTL=49
0% packets lost
Looks fine
Thrilling development!
I spent a couple of hours farting about with the xml to see if the difference between the one that used to work and the autogenerated new one (after deleting it and re-running KS, whch fails then to load), might give us a lead toward anything that is pushing KS to fail
I found that if I copy these lines (which aren't autogenerated) into <plugins> it starts just fine...
<plugins>
<plugin enabled="false" config="">11aab577aed2275d5a8e86f4c2a3e72d703c8c02</plugin>
<plugin enabled="false" config="P+AAAAAAAAA=">7bb240247cba7b0076a06709877d7d1e3769487a</plugin>
<plugin enabled="false" config="">5379cec72c5a65b27fb3a695caa0e04e33471b31</plugin>
<plugin enabled="false" config="//////////8AAAAAAAEAAAAA">89cf0ca4e1dfde4f6ed6222a03692792e0f76bc17c8cbaf004918d03be0f0f11</plugin>
</plugins>
and often (but not always) it will work with just the 2nd entryin there.
It does NOT work without them though, and as I said, these entiries aren't being auto-generated with the new xml
I also noted that the value
has to be false for that 2nd line or it fails again
I also noticed that my license number is autogenerated once KS succeeds in loading, and that is THEN written into the xml. I hadn't put my details in at any point before, so that License number is stored somewhere else. I didn't scrub my registry this time, so it may be that this data is held there somewhere and there's nothing unusual in this observation
Still no connection to the KS Cloud or ZBrush or Updates though, but at least one mystery has been bypassed
Hello Herman,
Thanks for all your debugging information and feedback.
Just to shed some light on the <plugins> block that you found:
11aab577aed2275d5a8e86f4c2a3e72d703c8c02 = HDR Editor
7bb240247cba7b0076a06709877d7d1e3769487a = Leap Motion plugin
5379cec72c5a65b27fb3a695caa0e04e33471b31 = HDRLS plugin
89cf0ca4e1dfde4f6ed6222a03692792e0f76bc17c8cbaf004918d03be0f0f11 = GrabCAD pluginIt's the list of plugins that KeyShot has found when starting up and then whether or not they are enabled. If no plugins are available in the plugins folder then it won't write entries there.
What you can try is having no <plugins> section (the raw XML file) and removing all plugins (
but keep them somewhere for back) in the plugins folder "C:\Program Files\KeyShot6\bin\plugins\64", then starting KeyShot and seeing what happens?
Also try leaving the GrabCAD plugin in the plugins folder, start up KeyShot, and try contacting GrabCAD by File -> Publish to GrabCAD, and choosing some random file. You don't have to have an account, I just want to see if it can make contact with their service. If it can't either then it seems like a local problem otherwise it might not be.
Thanks