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Hi there,
Please contact us via support@cgtrader.com and we will provide you more information about the situation.
Kindly,
Austėja from CGTrader
Thanks, I have solved this problem. maybe max version this problem. when I have to change the 3dsmax version this problem solved.
note:- 3ds max 2019 changed 2020 version. but I don't sure is it the only solution.