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

# Troubleshooting – LumiScan File Transfer

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-file-transfer/1.8.4/troubleshooting.html#support-information) to support.

## General checks {#general-checks}

- 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-file-transfer/1.8.4/before-installation.html#installing-the-codemeter-runtime-environment-3)). Licence problems - for example a key that is not detected or the message `User maximum reached!` - are described in [Licensing: Troubleshooting](https://docs.hdvisionsystems.com/en/lumiscan-licensing/1.0.4/troubleshooting.html).
- Check the role of each system. At the first start, the program opens in the Runner role. The role is the value of `profile` in `C:\Users\<UserName>\AppData\Local\HD Vision Systems GmbH\LumiScan File Transfer\settings\settings.json`: `RUNNER` or `TRAINER`, in capital letters only (see [Switching Roles](https://docs.hdvisionsystems.com/en/lumiscan-file-transfer/1.8.4/switching-roles.html)).
- Check that the folders for the Runner and the Trainer exist and have the required structure (see [Folder Structure](https://docs.hdvisionsystems.com/en/lumiscan-file-transfer/1.8.4/before-starting-the-program.html#folder-structure-2)).
- Settings that have been checked successfully are saved in the registry and loaded automatically the next time the program is started.

## Problem: **Save** reports invalid settings {#faq-invalid-settings}

**Symptoms**

When you click **Save** in the settings window, a message about invalid settings is displayed. The message names the setting that is incorrect, for example a directory that does not exist.

![A software error message indicates invalid settings due to missing project folder, networks folder, and training_data folder](https://docs.hdvisionsystems.com/en/lumiscan-file-transfer/1.8.4/_images/invalidsettings.png) ![A software error message indicates invalid settings because the upload folder and data directory folder do not exist, with an OK button to close the message](https://docs.hdvisionsystems.com/en/lumiscan-file-transfer/1.8.4/_images/tr4invaliddata.png)

**Possible causes**

- A configured directory does not exist.
- Runner: the **Annotated Data Directory** does not contain the subfolders `networks` and `training_data`.

**Diagnostic procedure**

1. Read the message - expected: it names the setting that is incorrect.
2. Check the configured directories in the settings window (**Menu** > **Settings**) - expected: every directory exists. Runner: **Annotated Data Directory**. Trainer: **Training Data Directory** and **Trained Network Directory**.
3. Runner: check the content of the **Annotated Data Directory** - expected: it contains the subfolders `networks` and `training_data`. These names are predefined and cannot be changed.

**Resolution**

- **If a configured directory does not exist:**
  1. Create the directory, or select an existing directory in the settings window.

  2. Click **Save** again.

     The settings are checked again. If they are correct, they are saved in the registry and loaded automatically the next time the program is started.

- **If the Runner subfolders are missing:**
  1. Create the subfolders `networks` and `training_data` in the Runner folder, as described under [Folder Structure](https://docs.hdvisionsystems.com/en/lumiscan-file-transfer/1.8.4/before-starting-the-program.html#folder-structure-2).
  2. Select the Runner folder as **Annotated Data Directory** and click **Save** again.

**If the problem persists**

Send the information listed under [Information for support](https://docs.hdvisionsystems.com/en/lumiscan-file-transfer/1.8.4/troubleshooting.html#support-information) to support, together with a screenshot of the message and the paths of the configured directories.

## Problem: The remote display stays **Offline** {#faq-remote-offline}

**Symptoms**

After **Start Runner** or **Start Trainer**, the status changes to **Active**, but the remote display (**Remote**) shows **Offline** instead of **Online**.

![A software window titled LumiScan File Transfer Runner shows a project directory path, buttons for sending and stopping the runner, and status indicators with the local status marked active in green and the remote status marked offline in red](https://docs.hdvisionsystems.com/en/lumiscan-file-transfer/1.8.4/_images/runneractiveoffline.png) ![A software window titled LumiScan File Transfer Trainer shows directories for training data and trained network, a network date selection, status indicators with active port and offline remote, and a waiting file transfer message](https://docs.hdvisionsystems.com/en/lumiscan-file-transfer/1.8.4/_images/Traineractiveoffline.png)

**Possible causes**

- The other role has not been started. **Online** appears only when the other role is started and connected.
- **Destination IP** is not the IPv4 address of the system on which the other role runs.
- **Port** and **Destination Port** do not match on both sides.
- The ports are not permitted in the firewall.

**Diagnostic procedure**

1. Check the status display of the other role (Runner or Trainer) - expected: **Active**.
2. On both systems, open **Menu** > **Settings** and check **Destination IP** - expected: the IPv4 address of the system on which the other role runs.
3. Compare the ports on both systems - expected: the **Port** of the Runner is the **Destination Port** of the Trainer, and the **Port** of the Trainer is the **Destination Port** of the Runner.
4. Ask your IT department whether the ports are permitted in the firewall - expected: both ports are permitted.

**Resolution**

- **If the other role has not been started:** click **Start Runner** or **Start Trainer** on the other system. Wait until the remote display shows **Online**.
- **If Destination IP is wrong:** enter the IPv4 address of the other system as **Destination IP** and click **Save**. Ask your IT department for the correct address.
- **If the ports do not match:** set **Port** and **Destination Port** so that they match on both sides and click **Save** on both systems.
- **If the firewall blocks the ports:** ask your IT department which ports you can use and which are permitted in your firewall settings, and set them on both systems.

**If the problem persists**

Send the information listed under [Information for support](https://docs.hdvisionsystems.com/en/lumiscan-file-transfer/1.8.4/troubleshooting.html#support-information) to support, together with the **Port**, **Destination IP** and **Destination Port** of both systems and screenshots of both windows.

## Information for support {#support-information}

Have this information ready when you contact support:

- Product and version: LumiScan File Transfer and its version. The version is part of the installer file name `Installer_LumiScan_File_Transfer_va_b_c_d.exe`; the settings window also shows version information.
- Operating system: Windows 11.
- The serial number of the LumiScan Key (`3-…`, printed on the key).
- The role of each system (Runner or Trainer) and the network settings of both systems: **Port**, **Destination IP** and **Destination Port**.
- The status and remote displays of both systems (status **Active** or not, remote **Online** or **Offline**).
- The exact error message, a screenshot and the date and time the problem occurred.
- The settings file `C:\Users\<UserName>\AppData\Local\HD Vision Systems GmbH\LumiScan File Transfer\settings\settings.json`.

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