---
title: "Troubleshooting"
description: "Problems with LumiScan Annotation - symptoms, causes, checks and solutions, and the information that support needs."
product: "LumiScan Annotation"
component: "lumiscan-annotation"
version: "1.8.4"
display_version: "1.8.4.3"
latest_version: true
language: "en"
url: "https://docs.hdvisionsystems.com/en/lumiscan-annotation/1.8.4/troubleshooting.html"
---

# Troubleshooting – LumiScan Annotation

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](https://docs.hdvisionsystems.com/en/lumiscan-annotation/1.8.4/troubleshooting.html#support-information) to support.

## General checks {#general-checks}

- Check that the computer runs Windows 11 (see [Requirements](https://docs.hdvisionsystems.com/en/lumiscan-annotation/1.8.4/requirements.html)).
- Check that CodeMeter Runtime 9.00 or later is installed and the LumiScan Key is connected (see [Installing CodeMeter Runtime](https://docs.hdvisionsystems.com/en/lumiscan-annotation/1.8.4/before-installation.html#installing-the-codemeter-runtime-environment-2)). 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](https://docs.hdvisionsystems.com/en/lumiscan-licensing/1.0.4/troubleshooting.html).
- 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](https://docs.hdvisionsystems.com/en/lumiscan-annotation/1.8.4/user-interface.html#json-settings-example)).

## Problem: The window is empty {#faq-first-start-empty-window}

**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](https://docs.hdvisionsystems.com/en/lumiscan-annotation/1.8.4/folder-structure.html).

**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](https://docs.hdvisionsystems.com/en/lumiscan-annotation/1.8.4/folder-structure.html). 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](https://docs.hdvisionsystems.com/en/lumiscan-annotation/1.8.4/troubleshooting.html#support-information) to support, together with the path of the selected data directory and a screenshot of the **Settings** window.

## Information for support {#support-information}

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](mailto:customer.success@hdvisionsystems.com) or by phone at +49 6221 6721905. For licences, write to [licenses@hdvisionsystems.com](mailto:licenses@hdvisionsystems.com).