Unable to connect to KS Server / KS Cloud & ZBrush

[RawSunlight]

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

[guest84672]

And you are using KeyShot 5, correct?

It seems strange that it would stop working all of a sudden.

[RawSunlight]

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

[guest84672]

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?

[RawSunlight]

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

[TpwUK]

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

[RawSunlight]

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

[RawSunlight]

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 ....

[TpwUK]

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

[RawSunlight]

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

[TpwUK]

When you start-up KeyShot does it still query with the following message ?


Martin

[guest84672]

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.

[RawSunlight]

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?

[RawSunlight]

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

[Chad Holton]

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