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KeyShot ID Error: There seems to be a problem with the installation.

Troubleshooting for the KeyShot ID Error: There seems to be a problem with the installation.

 
Issue

When trying to activate KeyShot Studio, you may get an error from KeyShot ID: There seems to be a problem with the installation. Please try reinstalling KeyShot.
If the problem persists, please contact support.

  

Environment Details

  • KeyShot
    • 2026.1+
  • Subscription License

Troubleshooting

Despite the wording of the error, it is not necessarily related to the installation but rather indicates an issue where the communication between KeyShot Studio and KeyShot ID is disrupted.


1. Manually start keyshot_id

Just to be sure, please close KeyShot Studio

1. Log out of Keyshot ID - Doing it through the icon tray will clear relevant caches.

2. Kill all keyshot processes:

To manually force close Keyshot ID - open task manager and kill all process named keyshot(…).exe.

Manually open the Keyshot ID process by launching the binary found here:

MacOS:

/Applications/KeyShot ID.app/Contents/MacOS/keyshot_id

Windows:

C:\Program Files\KeyShot 2026\bin\keyshot_id.exe

3. Press "Log in" (right click the icon in start tray).
Be sure that the browser pops up with a sign-in (or quickly progressing to a signed in page, if you are already signed in)

 

2. Validate read/write access

Validate that KeyShot ID can read/write the necessary cache files. The cache files are in the same folder as the log files. If no log files exist, it's likely a permissions issue.

Windows:

  • Installed Just For Me:
    %LocalAppData%\Luxion\KeyShot ID or
    C:\Users\<username>\AppData\Local\Luxion\KeyShot ID
  • Installed For Everybody:
    %AllUsersProfile%\Luxion\KeyShot ID or
    C:\ProgramData\Luxion\KeyShot ID

To set the permissions
  1. Right-click the KeyShot ID folder.
  2. Select “Properties”.
  3. Disable “Read-only”.
  4. Go to the Security tab.
  5. Click the Edit button. Ensure that all users have Read and Write permissions.
  6. Click Apply and OK.
  7. Click Apply and OK once more.


macOS:

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

To set the permissions

  1. Browse to the Macintosh HD/Application Support/Luxion/ folder.
  2. Right-click the KeyShot ID folder and select “Get Info”.
  3. Scroll down to Sharing & Permissions and make sure all users have both Read & Write.
    Note: If you don't see your username in the list click the + and add your username, then give read and write permission.
  4. Click the settings button (gear icon) select “Apply to enclosed items” and confirm.
  5. Close the Get Info window.

3. Proxy

If KeyShot has been used before with proxy, when keyshot_id is installed it may not pick up the configuration.
To remedy this, please navigate to Help → Activate License and click Back, then using the “gear icon” in the sign-in flow, please set the proxy.
synchronize that, it may also in general be a good way to make sure that proxy settings is as the user expects them to be.

 

 

Issue Still Persists

If the issue still persists, please reach out to support.
Please provide both the log folders for KeyShot ID and KeyShot.

Please send us the KeyShot ID log files

Windows:

  • Installed Just For Me:
    %LocalAppData%\Luxion\KeyShot ID or
    C:\Users\<username>\AppData\Local\Luxion\KeyShot ID
  • Installed For Everybody:
    %AllUsersProfile%\Luxion\KeyShot ID or
    C:\ProgramData\Luxion\KeyShot ID
  • Please send us an archive of that folder.

macOS:

  • /Users/<Username>/Library/Application Support/Luxion/KeyShot ID or
    ~/Library/Application Support/Luxion/KeyShot ID
  • Please send us an archive of that folder.



Please send us the KeyShot log files

The KeyShot Studio logs are located in

Windows:

  • Installed Just For Me:
    %LocalAppData%\Luxion\KeyShot\logs or
    C:\Users\<username>\AppData\Local\Luxion\KeyShot\logs
  • Installed For Everybody:
    %AllUsersProfile%\Luxion\KeyShot\logs or
    C:\ProgramData\Luxion\KeyShot\logs
  • Please send us an archive of that folder.

macOS:

  • /Users/<Username>/Library/Application Support/Luxion/KeyShot/logs or
    ~/Library/Application Support/Luxion/KeyShot/logs
  • Please send us an archive of that folder.