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black wallpaper! and 3D model does not appear in the interface

when I import my piece and click on the "denoise" tool, the wallpaper turns black and the piece disappears! please help me. Thank you. see: https://photos.google.com/search/_tra_/photo/AF1QipP_36F4vkeDp773C198t8KOs0lwnG3FxlEYU-Ux

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Hello Ghafar,

Thank you for contacting Luxion.
Ill need some information on this issue.

What CAD software are you using?
If you can send me your computer specs ( GPU, CPU, OS etc. ) 
What version of KeyShot are you using? 
Lastly if you can send me the KSP for some troubleshooting:

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

You may send it securely via our WeTransfer


Referencing your Ticket ID#:37161

You are able to check the status of your ticket by visiting your ticket portal by clicking here.
We would recommend bookmarking the page as you can also see if any responses were sent to you or notes applied.
Thanks,

Justin Adams
Support manager
Luxion Inc
15143 Woodlawn Ave
Tustin, CA 92780
http://www.keyshot.com
 


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