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Move tool issue

Hey


After updating to keyshot 10 something strange has happen to my move tool. When zooming close to an object to precision move the object, the move tool arrows will not highlight and allow grabbing. When zooming out, the arrows again highlight when hoovering over and I'm able to move the object using the manual arrows. The same applies to rotating and scaling. I know I can use the numeric controls, but this takes too long. Any ideas?


Leo


Hello Leo,

Thank you for contacting Luxion.
Its a typical IT answer and I apologize in advance, but have you restarted your computer to see if that solves the issue?
The move tool can be affected by the mouse sensitivity and the computer's display settings.
Check your computer's screen resolution and if the scale and layout are set to 125% instead of the preferred 150% and that the resolution.

Failing this, please send us your computer's specs and if possible, a copy of your DxDiag file.

How to create a DxDiag log
  1. Press the Windows Key + R
  2. Enter "DxDiag" and run the command
  3. Press 'Save all information' and save the file in an easy to find location

 

Referencing your Ticket ID#:24199

 

Med Venlig Hilsen / Best Regards,

Erik Williams
Customer Support Specialist
Hello Leo,

Thank you for contacting Luxion.
It looks as if you are using slightly older GPU drivers.
Updating these may solve the issue.

Let me know if this helps.

Referencing your Ticket ID#:24199

 

Med Venlig Hilsen / Best Regards,

Erik Williams
Customer Support Specialist
Hello Leo,

Thank you for contacting Luxion.
Lets try one more thing...
Please try a fresh install using the full installer:

How to perform a fresh install:

  1. Uninstall KeyShot
  2. Make sure to delete the KeyShot resources folder
    • note: move it to the desktop if you wish to back up your resources
    • Windows Default:
      • C:\Users\UserName\Documents\KeyShot or
      • C:\Users\Public\Documents\KeyShot
      • Delete C:\ProgramData\Luxion\KeyShot 9 folder
      • Delete C:\Users\%username%\AppData\Local\Luxion\KeyShot 9 folder
    • Mac Default:
      • /Library/Application Support/KeyShot
  3. Download and Re-install KeyShot using the links below.
    For this step, you’ll need the full installer(not the update installer).
    • You can find the newest version of KeyShot here.
    • You can find older versions of KeyShot here.
  4. Go through the registration wizard, enter your license information, and KeyShot should be up and running.
Please let me know how this works for you.

Referencing your Ticket ID#:24199

 

Med Venlig Hilsen / Best Regards,

Erik Williams
Customer Support Specialist

Hey dude. 


Yes, this is definitely an issue. I don't understand why Keyshot just keeps telling us to re-install the software when they don't even seem willing to look into the problem. There is obviously a problem with the software, not the machine or settings.


I've experienced the same bug many times. It appears suddenly and makes the move tool useless. The handles, both translate, scale, and rotate don't highlight when hovered, and won't respond to clicking.


Solution (temporary): What works for me is to try and zoom out a bit. Might be an issue with the camera and key shot somehow. Try marking and moving other objects, then go back to the object that has issues, and zoom out a bit with the camera. That's the only thing that works for me.


It only affects some objects in my Keyshot-file, and not always. But a restart doesn't help the issue, and when the issues appear then it seems to get stuck to that particular object. I suspect, as I said, that there is something wrong with the coding of the camera and the move tool.


Let me know if this works out for you.

Hello Leo,

Thank you for contacting Luxion.

From what you've mentioned it happens frequently and suddenly, but not every time.
When you do experience this issue, what is your camera's perspective? You will see this on the top toolbar.
What is your camera's settings? Position and orientation, lens settings, etc.

When is this generally triggered? For example, after importing another model to the scene?

What CAD software are using when the issue most commonly occurs?


Referencing your Ticket ID#:24199


Med Venlig Hilsen / Best Regards,

Erik Williams
Customer Support Specialist
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