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Troubleshooting KeyShot Launch Failures on Windows and macOS

Summary

This article lists practical, transcript-supported steps to troubleshoot KeyShot not launching or crashing on Windows and macOS, including a full fresh-install procedure, GPU and driver workarounds for Windows 11, and logs to collect for further investigation.

Environment Details

  • KeyShot Stuio
    • Any version
  • Operating System
    • Windows
    • macOS

Resolution 1

Set preferred GPU to High Performance on Windows

(Resolves Intel integrated GPU crashes when another GPU is available)

  1. Open Windows Settings (Windows + I) and choose Display.
  2. Scroll down and click Graphics.
  3. Click Browse and select KeyShot’s executable depending on how KeyShot was installed:
    • Installed for just the current user:
      • %localappdata%\KeyShot##\bin\keyshot.exe
    • Installed for all users:
      • C:\Program Files\KeyShot##\bin\keyshot.exe
  4. Click Options for the selected executable and choose High Performance.
  5. Click Save and restart KeyShot.

If the system only has an Intel GPU (Windows)

  • Roll the Intel GPU driver back to a stable version and prevent it from automatically updating. A specific stable driver version referenced is 31.0.101.5445 (obtain and install via the Microsoft Update Catalog or your vendor). After installing the stable driver, ensure automatic updates do not overwrite it.

Resolution 2

Fresh install

  1. Uninstall KeyShot.
    • Windows: Uninstall via Add/Remove Programs.
    • macOS: Delete the KeyShot app from the Applications folder.
  2. Remove KeyShot resource and configuration folders (you may move them to the desktop to back them up first).
    • Windows defaults:
      • C:\Users<UserName>\Documents\KeyShot
      • C:\Users\Public\Documents\KeyShot
      • C:\ProgramData\Luxion\KeyShot
      • C:\Users<UserName>\AppData\Local\Luxion\KeyShot
    • macOS default:
      • /Library/Application Support/KeyShot
  3. Download and reinstall using the full KeyShot installer (do not use an "update" installer). Use the official download area for the newest or previous versions as needed.
  4. Run the registration wizard and enter your license information.

Resolution 3

Collect system logs for further diagnosis (Windows)

  • Provide the Windows Event Viewer error log and the DxDiag report to technical support:
    • Event Viewer: Press Windows + R, type eventvwr, and open the relevant error entries.
    • DxDiag: Run dxdiag and save the report for review.

License/activation note related to device-specific license files

  • A license request file must be generated on the same device that will use the license file; otherwise the requesting device is the only one that can use the license.

If KeyShot signs-in or activation fails on macOS

  • Try the fresh install steps above. If the issue persists, capture a full screenshot of the activation window showing the error and provide it for further assistance.

Troubleshooting checklist (quick)

  • Try a fresh install using the full installer and remove the resource/config folders beforehand.
  • If running Windows 11 and the machine has a discrete GPU, set KeyShot’s executable to High Performance in Windows Graphics settings.
  • If only an Intel GPU is present, revert to a stable Intel driver version (example: 31.0.101.5445) and stop automatic updates from reinstalling an unstable driver.
  • Collect and provide Event Viewer and DxDiag logs if further investigation is required.
  • Ensure any license request files are generated on the same device that will be activated.