Issue


When activating your subscription license, the following error appears when trying to Sign in:


Failed getting endpoint. Make sure you are connected to the Internet.



The KeyShot Log Window may show the following as well:




Environment Details


  • KeyShot
    • Version 11
    • Version 2023
  • Subscription License Key
  • Internet Web Browser
    • Chrome
    • Firefox
    • Safari



Cause


  • Security Internet Browser settings or Firewall settings.



Resolution


Solution 1


Change the default Internet Web browser on your machine. For example, if your default Web browser is set to Firefox, change it to Chrome or Safari.


  1. Close KeyShot.
  2. Change the current default browser to another browser:
    • To change the default browser on Windows.
    • To change the default browser on Mac.
  3. Open KeyShot and re-test the issue.


Note: The links above will navigate to a non-affiliated site of Luxion. Consult your IT admin on how to change the default browser settings on your OS.




Solution 2


Add the following KeyShot URLs to the Firewall Whitelist for the organization:


  • *.keyshot.io
  • *.key.account.io
  • *.keyshot.com
  • https://login-configuration.keyshot.com
  • https://login.keyshot.com
  • https://app.keyshot.com
  • https://cognito-idp.us-east-2.amazonaws.com


Note: Contact your Network IT department to assist in adding these entries.




Solution 3


Clear cache in KeyShot.


  1. In KeyShot, go to File > Sign out and exit. (This is important to disconnect any "remembered" users.)


  2. Delete the KS12Settings.xml file to clear any cached data.
    • If installed as "Just for Me", go to - C:\Users\<username>\AppData\Local\KeyShot12
    • If installed as "For Everyone", go - C:\Users\Public\Documents\KeyShot 12

  3. Restart KeyShot and re-test the issue.