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 meets the Requirements: Windows 11 Professional or Windows 11 Enterprise, an NVIDIA RTX graphics card, up to 15 GB of free disk space, CUDA Toolkit 11.8 and CodeMeter 9.00 or later.

  • Check the licence (see Licence). Licence problems with the LumiScan Key - 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.

  • Only if a Hailo TPU is used: check that the computer has at least 24 GB of system memory (DRAM) and hardware that supports Hyper-V, and that Podman 6.0.x and the Hailo PlugIn were installed before LumiScan Training (see Installing Podman).

  • Check the JSON configuration: paths use forward slashes (/) instead of backslashes (\), and an empty value is written as null, without quotation marks or capital letters (see JSON Parameters Description).

  • Read the Process Status area of the main window. Waiting for configuration file! means that no configuration file has been selected yet (Select Config File/Browse); the other messages are described under User Interface.

  • During a model conversion, the log console at the bottom of the Model Conversion (ONNX → Hailo) dialog shows the progress and, if the conversion fails, additional information.

Problem: Model Conversion is not available, or podman or the conversion image cannot be found

Symptoms

  • During the installation of LumiScan Training, the setup program reports that the Model Conversion function will not be available.

  • The application reports that the podman command or the required conversion image could not be found.

Possible causes

  • The Hailo PlugIn is not installed. The model conversion runs inside the Hailo conversion container and is only available if the Hailo PlugIn (Installer-LumiScanTraining-HailoPlugIn) is installed in addition to LumiScan Training.

  • Podman was not installed before the Hailo PlugIn. The Hailo PlugIn checks its prerequisites one after another and stops at the first missing prerequisite.

  • Hyper-V is not available. Hyper-V is not available on Windows Home editions, so the Hailo PlugIn cannot be used there.

Diagnostic procedure

  1. Check that the Podman CLI for Windows is installed in version 6.0.x with Windows Hyper-V as the virtualization provider - expected: Podman 6.0.x is installed. The Hailo PlugIn image is built for Podman 6.0; a newer Podman CLI is not tested with it.

  2. Check that the setup program of the Hailo PlugIn was run to the end - expected: a message confirmed that the image was installed successfully, and the setup program was closed with Finish.

  3. Check the Windows edition and the hardware - expected: Windows 11 Professional or Windows 11 Enterprise, hardware that supports Hyper-V, at least 24 GB of system memory.

Resolution

  • If the Hailo PlugIn is not installed: install Podman and the Hailo PlugIn as described under Installing Podman and Installing the Hailo PlugIn. The installation of the Hailo PlugIn can take 10 to 20 minutes or longer; do not interrupt it.

  • If Podman was not installed before the Hailo PlugIn:

    1. Install the Podman CLI 6.0.x for Windows with Windows Hyper-V as the virtualization provider.

    2. Run the setup program of the Hailo PlugIn again and wait until it reports that the image was installed successfully.

  • If Hyper-V is not available: use a computer with Windows 11 Professional or Windows 11 Enterprise and hardware that supports Hyper-V. The Hailo PlugIn installer checks whether Hyper-V is available and offers to enable it if necessary.

If the problem persists

Send the information listed under Information for support to support, together with the exact message, the installed Podman version and the installation log shown in the setup program of the Hailo PlugIn.

Problem: Training fails because of insufficient GPU memory or takes unusually long

Symptoms

  • Training with the training profile B8x1 fails because of insufficient GPU memory.

  • Training takes unusually long.

Possible causes

  • The GPU memory is insufficient for the training profile B8x1 (the default value).

  • Training is using shared GPU memory. An unusually long training time can also indicate insufficient GPU memory.

Diagnostic procedure

  1. Check the value of trainingProfile in the JSON configuration - expected: B8x1 (default) or B4x1.

  2. While training runs, check the shared GPU memory usage in the Windows Task Manager - expected: training does not use shared GPU memory.

Resolution

  • If the GPU memory is insufficient for B8x1 or training uses shared GPU memory:

    1. Set trainingProfile to B4x1 in the JSON configuration (see JSON Parameters Description).

    2. Select the configuration file and click Start Training again.

Currently, only one GPU is supported.
If the problem persists

Send the information listed under Information for support to support, together with the JSON configuration file and the graphics card model.

Problem: The model conversion fails with exit code 137

Symptoms

The model conversion fails. The status line of the Model Conversion (ONNX → Hailo) dialog shows the exit code 137, and the log console shows additional information.

Possible causes

  • The Podman machine has run out of memory during quantization.

Diagnostic procedure

  1. Read the exit code in the status line - expected for this problem: 137. For another exit code, see Information for support.

  2. Read the log console - expected: it shows how to assign additional memory to the virtual machine.

  3. Check the system memory of the computer - expected: at least 24 GB (DRAM). The model conversion runs in a virtual machine configured with 18 GB of memory.

Resolution

  • If the Podman machine has run out of memory:

    1. Assign additional memory to the virtual machine as described in the log console.

    2. Click Start Conversion again.

If the problem persists

Send the information listed under Information for support to support, together with the exit code, the complete content of the log console and the size of the system memory.

Problem: The model conversion takes longer than expected

Symptoms

After Start Conversion, the status shows Converting…​ for longer than expected.

Possible causes

  • It is the first conversion: the Podman machine is started first if it is not already running.

  • The ONNX file, the calibration folder or the output folder is located on another drive than C:, for example E:, or on a network share. The required files are then transferred to the container before the conversion and the results are transferred back afterwards. Depending on the size of the calibration data, this increases the conversion time.

Diagnostic procedure

  1. Check whether this is the first conversion since the Podman machine was last started - expected: the first conversion takes longer.

  2. Check the paths in ONNX model file, Calibration folder and Output folder - expected: all three are on the C: drive. If not, the log console displays the additional transfer steps.

Resolution

  • If it is the first conversion: wait until the conversion is complete. The message Conversion finished successfully. is displayed when it is done.

  • If the files are on another drive or a network share: wait until the conversion is complete. The conversion container can access the C: drive directly; no transfer is needed for files stored there.

If the problem persists

Send the information listed under Information for support to support, together with the three paths of the conversion and the complete content of the log console.

Problem: A client cannot connect to the shared backend

Symptoms

A client computer cannot connect to the shared backend server: in a web browser at http://<server-ip>:8420, or in a LumiScan Training installation with Start backend locally disabled and the server under Remote backend address.

Possible causes

  • The Backend bind address of the server is localhost (127.0.0.1). This address only accepts connections from the same computer.

  • Windows Firewall on the server does not allow the backend to communicate over the network.

  • The backend on the server is not running.

  • The server address on the client is not correct.

Diagnostic procedure

  1. On the client computer, open http://<server-ip>:8420/api/v1/health in a web browser - expected: the endpoint responds immediately. If there is no response, continue with the next steps.

  2. On the server, open the App Settings tab and check Backend bind address - expected: the network IP address of the computer, for example 192.168.1.50, or 0.0.0.0 (all interfaces); not localhost (127.0.0.1).

  3. On the server, check that Windows Firewall allows the backend to communicate over the network - expected: access is allowed for Private networks.

  4. On the server, open App Settings and check Backend connection - expected: Start backend locally and Autostart backend as a service are enabled. With autostart, the backend starts automatically when the Windows user logs in, even if LumiScan Training itself is not open.

  5. On the client, check the server address - expected: the IP address of the server in the browser address or under Remote backend address.

Resolution

  • If the bind address is localhost (127.0.0.1):

    1. On the server, select the network IP address of the computer or 0.0.0.0 (all interfaces) under Backend bind address.

    2. Click Save.

    3. Restart LumiScan Training, or log out of Windows and log back in.

  • If Windows Firewall blocks the backend: allow access for Private networks on the server. Windows Firewall may ask for this when the backend is first bound to a network-reachable address.

  • If the backend is not running: on the server, enable Start backend locally and Autostart backend as a service, click Save, and restart LumiScan Training or log out of Windows and log back in.

  • If the server address is wrong: enter the IP address of the server under Remote backend address (or in the browser address), click Save and restart LumiScan Training.

See also Setting Up a Shared Backend Server and Connecting from a Client Computer.

If the problem persists

Send the information listed under Information for support to support, together with the IP address of the server, the Backend bind address and the result of http://<server-ip>:8420/api/v1/health on the client.

Information for support

Have this information ready when you contact support:

  • Product and version: LumiScan Training and its version. The file name of the setup program ends with the version number, for example Installer_LumiScanTrainingFramework_v2_1_0_0.exe.

  • Operating system: Windows 11 Professional or Windows 11 Enterprise, the graphics card model and the installed CUDA Toolkit and CodeMeter versions. If a Hailo TPU is used: the Podman version and the size of the system memory.

  • 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. For training: the message in Process Status. For the model conversion: the exit code in the status line and the complete content of the log console.

  • For the shared backend: the settings in App Settings on the server and the client (Start backend locally, Backend bind address, Remote backend address) and the result of http://<server-ip>:8420/api/v1/health.

  • The JSON configuration file used for training.

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