Issue


After launching KeyShot and activating a KeyShot license, the following error below occurs:


Failed to parse the JWT response. (error = 7)
Please check that your system date, time, and time zone are correct:



Environment Details


  • KeyShot
    • Any versions



Cause


A subscription license has to be validated every 7 calendar days. The error can occur because of the following:

  • KeyShot is left on overnight
  • The logged-in user has not logged out correctly before restarting
  • The computer's system time and Timezone are out of sync or not set correctly
  • KeyShot can save the previous authentication token's date and time, causing it to expire



Solution 1


If you have not done so already, please restart your computer to clear the authentication token and confirm your computer's date and time match the current timezone you are in.

Solution 2


Be sure to check if your Internet time is correct. Even if your local computer's time is correct, if the Internet time is wrong you can still get this error message. You can compare this against your cell phone's time or on sites like https://www.timeanddate.com/. If it is so much as a second off, it can trigger this issue.

If you notice that the internet time is showing your company name, then it might be syncing to a server on your network and you would need to ask your IT team to update the time as there can be an issue if the time falls behind even 1 minute or less.


If both solutions fail, please send a copy of the cloud_auth_error logs and your KeyShot.log file.

On Mac OS, they should be located in either:

  • /Users/<Username>/Library/Application Support/Luxion/KeyShot
  • ~/Library/Application Support/Luxion/KeyShot 

On Windows, they should be located in either:
  • %AllUsersProfile%\Luxion\KeyShot
  • C:\ProgramData\Luxion\KeyShot
  • %LocalAppData%\Luxion\KeyShot
  • C:\Users\<username>\AppData\Local\Luxion\KeyShot