FAQ

Answers to the questions and error messages customers report most often, for all LumiScan products. Each entry names the products it applies to, the exact message (if any), the cause and the solution, and links to the page with the full details.

Search this page for the exact error message. Each entry has a fixed anchor (for example #faq-acquisition-timeout) that you can link to directly.

Before you contact support

Have this information ready. It lets HD Vision Systems - or an assistant helping you - find the cause quickly:

  • Product and version (shown in the version switcher of each manual; LumiScan VGR shows its version with Ctrl+Shift+V).

  • Platform: Windows 11, Ubuntu 24.04, or ctrlX OS (ctrlX CORE or IPC).

  • Where you bought it: HD Vision Systems or the ctrlX Store.

  • The exact error message, a screenshot, and the time it occurred.

  • Logs: LumiScanVGR.log for LumiScan VGR; the ctrlX OS system log for ctrlX apps.

  • Serial numbers: LumiScan Key (3-…, printed on the key) and camera, if relevant.

Customer support: +49 6221 6721905, customer.success@hdvisionsystems.com. Licence requests and licensing questions: licenses@hdvisionsystems.com.

Licensing

Licensing questions - LumiScan Key, CodeMeter, licence updates, renewal and ctrlX licences - are answered in the Licensing FAQ. The most frequent ones:

Which licence do I need?

Applies to

All products

Answer

It depends on where you bought the software and where it runs: bought from HD Vision Systems, the licence is on the LumiScan Key; bought in the ctrlX Store for Windows 11, it is in ctrlX WORKS plus a LumiScan Key; bought in the ctrlX Store for ctrlX OS, it is a ctrlX licence on the device. The Requirements page of every product manual shows the routes that apply to that product.

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Which Licensing Path Applies

Do I need a LumiScan Key for every PC?

Applies to

Software licensed with the LumiScan Key (Windows 11, Ubuntu 24.04)

Answer

Yes - one LumiScan Key for each device on which the software runs at the same time. Keys can be exchanged between devices at any time.

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One key per device

"User maximum reached!"

Applies to

Software licensed with the LumiScan Key

Message

User maximum reached!

Cause

All licences on the key for this application are in use.

Solution

Close other instances of the application that use this key and click Retry. Use one LumiScan Key per device.

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Licensing troubleshooting

"Not enough license." (LumiScan X software)

Applies to

LumiScan X, LumiScan software on Windows

Message

Not enough license.

Cause

The licence is insufficient, used by another program, or not yet released after the previous program was terminated.

Solution

  • Make sure no other LumiScan program is open, also by other users.

  • Try again after 5 to 10 seconds.

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LumiScan X Troubleshooting

An engineering app no longer starts

Applies to

LumiScan Annotation Framework, LumiScan Training Framework, LumiScan VGR Engineering (bought from HD Vision Systems)

Cause

The annual subscription has expired.

Solution

Check the expiry date and renew with a licence update; the renewal requires a valid subscription. Projects and data are not affected.

More

Renewing Engineering Licences

A ctrlX app stops shortly after starting

Applies to

All LumiScan apps on ctrlX OS

Cause

A required ctrlX licence is missing on the device, or the app needs more licences than installed (for example one per camera for LumiScan CamDriver).

Solution

Check the ctrlX OS system log for the missing licence and compare it with the licence reference.

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Licence Reference

Installation and platforms

Which operating systems are supported?

Answer

The LumiScan runtimes and vision apps run on Windows 11, Ubuntu 24.04 and Bosch Rexroth ctrlX OS. LumiScan VGR, VGR Lite and the engineering apps (Annotation Framework, Training Framework, VGR Engineering) currently run on Windows 11 only.

Which CodeMeter Runtime version is needed?

Applies to

All products licensed with the LumiScan Key

Answer

CodeMeter Runtime 9.00 or later. Apps running natively on ctrlX OS do not need CodeMeter.

More

Installing CodeMeter Runtime

LumiScan X camera and network

Only a black image / timeout message, although the camera is listed

Applies to

LumiScan X, LumiScan VGR, all LumiScan products using the camera on Windows

Symptom

A timeout notification appears and only a black image is displayed during capture, although the connected sensor is recognised and appears in the drop-down menu.

Cause

The Windows Firewall or the virus protection blocks the camera traffic.

Solution

Check the network configuration of the LumiScan X so that the devices are not blocked by the firewall or the virus protection.

More

Windows Firewall, Virus Protection

"Acquisition timeout."

Applies to

LumiScan X

Message

Acquisition timeout.

Cause

Incorrect settings or network connection.

Solution

  • Check that the exposure time is not longer than the timeout.

  • With a hardware trigger, check that the trigger signal actually reaches the camera.

  • Check and optimise the network configuration (firewall, virus protection).

  • If nothing helps, contact HD Vision Systems to check the timeout threshold.

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LumiScan X Troubleshooting

"Device not found."

Applies to

LumiScan X

Message

Device not found.

Cause

Hardware start error or network configuration error.

Solution

  • Unplug the camera, wait 10 seconds and reconnect it.

  • Check the IP address of the PC.

  • Make sure the camera is not blocked by the firewall or the virus protection.

More

Network Settings

"Access denied."

Applies to

LumiScan X

Message

Access denied.

Cause

Another program uses the camera, or a previous program did not terminate normally.

Solution

Close the other program. If none is running, switch the camera off and on again after 15 seconds.

"Incomplete Frames" or missing frames

Applies to

LumiScan X

Message

Incomplete Frames

Cause

Incorrect network settings; with a hardware trigger, a trigger interval shorter than the image capture time causes missing frames.

Solution

Check the network settings. Keep the hardware trigger interval longer than the minimum image capture time.

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Network Settings

No point cloud or a poor point cloud

Applies to

LumiScan X

Solution

  • Check that the serial number in the calibration file name (*.hdvcal) matches the connected camera.

  • Check the minimum and maximum point cloud depth and that the images are neither too bright nor too dark.

  • Reduce the confidence interval and adjust the pre- and post-processing filters.

  • Clean the front glass. If nothing helps, the camera must be recalibrated by HD Vision Systems.

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LumiScan X Troubleshooting

The LumiScan X is not found even after several restarts and draws about 80 mA

Applies to

LumiScan X

Cause

A firmware error (normal current is 160 to 250 mA).

Solution

The camera must be sent to HD Vision Systems for repair. Contact customer support.

ctrlX apps

A module or camera does not appear in the Data Layer

Applies to

LumiScan CamDriver, LumiScan Calibration and the other ctrlX apps

Cause

The module configuration file is missing, invalid, or not referenced correctly in the app configuration.

Solution

  1. Check under Manage App Data > active > <app> that the module configuration file exists.

  2. Check that it is referenced in the app configuration file and has no invalid or missing parameters.

  3. Restart the app after changes. If the problem persists, check the ctrlX OS system log.

More

Cam Driver troubleshooting, Calibration troubleshooting

A connected camera is not detected by LumiScan CamDriver

Applies to

LumiScan CamDriver

Solution

Check that the camera is connected to a supported port of the ctrlX device and powered (externally or via PoE), that the IP addresses of the ctrlX device and the camera are configured correctly, and that there are no duplicate IP addresses in the network. If a PC on the same switch also accesses the camera, stop it: parallel access interferes with the camera communication.

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Cam Driver troubleshooting

What does a negative status-code mean?

Applies to

LumiScan Template Finder, Object Finder, Area Detector, Text Reader

Answer

output/status-code reports the result of every operation, output/status-text describes it. 1 is OK (a search that found nothing is still OK), 0 idle, negative values are errors - for example -1 busy (another operation of the same module is running), -2 invalid input, -3 image read failed (check that the camera app is running and has captured an image), -5 region of interest outside the image, -9 module not found.

More

Each app’s Execution Status page, for example Template Finder

Calibrated coordinates do not match the image

Applies to

LumiScan Calibration

Solution

Check the axis orientation (move an object in a known direction), the reference point (it is not defined automatically), consistent units (do not mix millimetres and pixels), and that the correct TIFF calibration file is configured for the camera and plane in use.

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Calibration troubleshooting

LumiScan VGR

No point cloud matching can be performed

Applies to

LumiScan VGR

Cause

The HALCON licence is not installed, or the HALCON installation is not in the PATH environment variable.

Solution

Install a valid HALCON licence, and check in PowerShell that PATH contains the absolute path to the HALCON bin directory.

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Troubleshooting: LumiScan VGR

LumiScan VGR does not react after GripBestResult

Applies to

LumiScan VGR with PROFINET

Solution

  1. Check that the live bit is running and PROFINET is connected: in Admin mode, IN_HeartBeat and OUT_HeartBeat must blink red and green.

  2. Check the handshake (…Request, …Ready, …Running signals) and the return code OUT_ReturnCode (0 or 10).

  3. Note time and date, export the log and search LumiScanVGR.log for PLC - Procedure "<FunctionName>" called and … finished.

  4. Send this information and the VGR version to HD Vision Systems.

More

Troubleshooting: LumiScan VGR, PLC process flow

Hand-eye calibration: "Can not be interpreted", "Bad pose quality" or a poor result

Applies to

LumiScan Hand-Eye Calibration

Solution

  • Can not be interpreted: the position read from the PLC seems wrong - use the PLC (SPS) pose mode, check the PLC connection and the cifX card name (usually cifx0;0).

  • Bad pose quality or no image added: delete the image, change the orientation of the calibration plate and capture again; avoid over- and underexposure.

  • Poor result: capture 6 to 15 images at clearly different viewing angles, with the plate not too far from the camera.

More

Troubleshooting: Hand-Eye Calibration