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Unable to split objects or surfaces in 11.2.1 [4.5.35]

I have either imported step files, imported solidworks files, or synced solidworks files into Keyshot 11.2.1 [4.5.35], and I have been unable to spit object surfaces or split separate objects.  Also, when i put my mouse over an object in the scene window, it used to pop up a little preview of that object right next to the mouse cursor.  Now that little preview window is just black.


In all previous version I never had a problem with this.  However, now I get the nurb object warning, which I'm ok with, and I have even re-tessellated files.  Every time I pull up the split object surfaces window, there are not triangle surfaces like before, it's just showing grey blobs, which I can't select.


When I pull up the split separate objects, it just pulls up a blank screen, and I can't do anyting.


Hello James,

Thank you for contacting Luxion.
Please send us a KSP for testing and 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#: 73871

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
 


Hello James,

I did get a chance to test the scene you sent and was able to use the tool with no issues.
I will suggest a few things:

First is to uninstall KeyShot completely
Next when re-Installing KeyShot right click on the installer and click install as admin
During the installation process make sure to select Install for all users


Try this and see if you are still having issues:

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 folder
      • Delete C:\Users\%username%\AppData\Local\Luxion\KeyShot 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#: 73871

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
 


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