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Render job wont start in the queue

Hello

 

One of my customer is using keyshot 7.3 and has been using render function.

If he tried to render immediatly it works. But when he puts the renderjob in the queue, it won't proceed even waiting for hours and overnight.

You can see progressbar but nothing is moving. There is no error reporting and neither in event viewer.

 Any Ideas how to fix this problem?

5 CommentsSorted by Oldest First
Thank you for contacting Luxion.
​To confirm, there is no crash or log files. It just does not run. Is that correct?

I have a few questions that might help us narrow things down:
How many items does the user have in the queue before he experiences this issue?
Is he using and multi-materials?
What are the render settings?
  • Default or Background
  • Max time, samples or custom control?
  • Animations?
Any additional information you can provide would help.

Referencing your Ticket ID#:25847

 

Med Venlig Hilsen / Best Regards,

Erik Williams
Customer Support Specialist

Hello

There is no crash or log files. It just doesnt run. This is correct.


The Issue starts even with one item in the queue.

Multi-materials arent used according to the user.

The render setting:

- Default

- 1 Picture/item around 10 mins. I dont know if this is correctly answered

- no animation used


The only thing is I reinstalled Keyshot with right license. Its working just the rendering progress in the queue not.

Hello Mrs. Fung,

Thank you for contacting Luxion.
Does this happen when trying to render only this particular project, or does it effect others as well?
Where exactly does it get stuck? For example during the 'Sending' dialog?
If it is the one job, please have the client send us a copy of the scene as a .ksp file as well as the specifications of his computer.

To save a ksp file:
  1. Open your scene.
  2. Go to File > Save Package.
  3. Name your file.
  4. Include Ticket number.

If using a Windows computer, please provide me with your KeyShot Crashpad Dumps and 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

You may send it securely via our WeTransfer

 

Referencing your Ticket ID#:25847

 

Med Venlig Hilsen / Best Regards,

Erik Williams
Customer Support Specialist
Hello Mrs.,

Thank you for contacting Luxion.
We were unable to reproduce this issue with KeyShot 7.3.40.
Please make sure the client is using the latest version of Keyshot 7.

The client's computer also only has 8GB of RAM available. This could be drastically slowing its render speeds.
Please have the client
  • Uninstall any unneeded programs or apps
  • Stop any other CPU heavy programs running, even if they are in the background
  • Lower the scene's resolution
To see if that helps.

Changing the CPU usage could help. If the client is already using 100% of the available CPU, have them drop to 50% to see if it runs. If the client is only using 50% of the available CPU now, have them use 100%.

Referencing your Ticket ID#:25847

 

Med Venlig Hilsen / Best Regards,

Erik Williams
Customer Support Specialist
Hello Mrs. Fung,

Thank you for contacting Luxion.

Lets try something else. 
After adding the scene to the render queue, go to the Render settings and under options, select approximately 50% of the available cores. 
In the real-time view set the CPU usage to 25% as well.
This way you are using less than 100% of the available CPU for both tasks.

Give it another try and let me know what happens.

Referencing your Ticket ID#:25847

 

Med Venlig Hilsen / Best Regards,

Erik Williams
Customer Support Specialist
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