Troubleshooting

This page starts with general checks that you do first. Then find your symptom and work through the diagnostic procedure and the resolution. If the problem persists, send the information listed under Information for support to support.

General checks

  • Check that the computer runs Windows 11 (see Requirements).

  • Check that CodeMeter Runtime 9.00 or later is installed and the LumiScan Key is connected (see Installing CodeMeter Runtime). Licence problems - a key that is not detected, the message User maximum reached!, an engineering app that no longer starts because the annual subscription has expired - are described in Licensing: Troubleshooting.

  • The settings file settings.json is created automatically at the first start in C:\Users\<USER>\AppData\Local\HD Vision Systems GmbH\LumiScan Annotation. Labels and ROI values entered there are loaded automatically (see JSON Settings Example).

Problem: The window is empty

Symptoms

When you start LumiScan Annotation, an empty window opens. The list of images stays empty.

Possible causes

  • No data directory has been specified yet. At the first start, the window is empty until a data directory is specified.

  • The selected folder does not contain the PNG images in the structure described under Folder Structure.

Diagnostic procedure

  1. Click Menu and select Settings - expected: the Settings window shows the data directory from which the images are loaded.

  2. Check the selected folder - expected: it contains the PNG images or, to work with several folders, it contains one or more folders of PNG images (with their CSV and JSON files).

  3. If you selected a folder that contains several folders, check the folder drop-down menu at the top - expected: the folder you want to annotate is selected and its images are listed.

Resolution

  • If no data directory has been specified:

    1. Click Menu and select Settings.

    2. Click Set Folder and select the folder that contains the images.

      The images of the folder are listed in the window.

  • If the folder structure does not match: select the folder that contains the PNG images or, for several folders, a parent folder as described under Folder Structure. Then select the folder you want to annotate in the folder drop-down menu at the top.

If the problem persists

Send the information listed under Information for support to support, together with the path of the selected data directory and a screenshot of the Settings window.

Information for support

Have this information ready when you contact support:

  • Product and version: LumiScan Annotation and its version number. The Settings window (Menu > Settings) shows the version number; the version is also part of the installer file name Installer_LumiScan_Annotation_va_b_c_d.exe.

  • Operating system: Windows 11.

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

  • The serial number of the LumiScan Key (3-…​, printed on the key).

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

  • The settings file settings.json from C:\Users\<USER>\AppData\Local\HD Vision Systems GmbH\LumiScan Annotation.

Contact customer support at customer.success@hdvisionsystems.com or by phone at +49 6221 6721905. For licences, write to licenses@hdvisionsystems.com.