Customer Support

[Paul Lang]

Is it really that difficult to get customer support from Luxion. I understand keyshot renderworld is on right now but did everyone in the office go... I am having some major issues that is hold up production with deadlines approaching fast.

I have recently had my graphics card die during a Keyshot render. (not a keyshot issue) While my machine is in for repair I am desperately trying to get Keyshot running on another machine in our studio. I have a licence for Keyshot 6 pro hd. I deactivated the licence on that machine prior to bringing it in for repair. When I launch Keyshot on another machine with the correct serial no. it still will only open in standard addition mode. I keep getting a cannot connect to licence server error in addition I have sent a licence request file for manual activation. It has been a few days and no one is getting back to me. No responds to emails or phone calls. The second issue I am having is even though I have backed up all my files and saved out .ksp files of my current projects they are opening as previous old versions of those files and they even have different names. The thumbnails display the correct version but upon opening its a different file???, not sure if this is because of the licence/version issue? Any insight would be appreciated

I have made several attempts to contact Luxion your online support form support/departments front desk etc. always get voicemail. This issue is hold up production, your response would be greatly appreciated.

[Niko Planke]

Hello  plang99,

Please note that Phone support only is available on Mo-Fri, 8am - 5pm (Pacific Time), but you can always send a mail to support@luxion.com

I can see your cases in our system  all of witch have been handled.
You should have received multiple replies from us, can you please check if you revived our mails?
Please also make sure to check your Spam folder.

In Case you can not find the mails please Send a PM to me here on the forum.