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I have the same problem...Are you on Mac ?
what can we do?
Basically, the sequence is:
1) Turn on the model's light.
2) Insert crank & turn to lower the guard.
3) Zoom in on the plaque at the front & figure out the 4 numbers needed.
(98+2=100, 60, 80, 30) then reverse them = (30, 80, 60, 100)
4) Turn the paddle wheel to each number. When a correct number is achieved, the anchor will drop a bit.
5) After the last number is done click on the hot spot at the center of the anchor chain and drag it down to reveal the model key.
6) Click and turn the model key to remove it. Kate will say it's too small.
7) Go to the key machine and get a blank key
8) Put the miniature model key in the left cylinder.
9) Put the full size blank key in the right cylinder.
10) Crank the size control to 200.
11) Click the switch down to start.
12) Take the newly cut key from the right cylinder.
https://steamcommunity.com/sharedfiles/filedetails/?id=3030045935