---
title: "Troubleshooting"
description: "Problems with LumiScan VGR Engineering - symptoms, causes, checks and solutions, and the information that support needs."
product: "LumiScan VGR Engineering"
component: "lumiscan-vgr-engineering"
version: "1.0.0"
display_version: "1.0.0.3"
latest_version: true
language: "en"
url: "https://docs.hdvisionsystems.com/en/lumiscan-vgr-engineering/1.0.0/troubleshooting.html"
---

# Troubleshooting – LumiScan VGR Engineering

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-vgr-engineering/1.0.0/troubleshooting.html#support-information) to support.

## General checks {#general-checks}

- Check that the IPC meets the [System Requirements](https://docs.hdvisionsystems.com/en/lumiscan-vgr-engineering/1.0.0/system-requirements.html): Windows 11, an NVIDIA GPU that supports CUDA 11.8, CUDA Toolkit 11.8 and cuDNN 8.8.1.
- 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-vgr-engineering/1.0.0/installation.html#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](https://docs.hdvisionsystems.com/en/lumiscan-licensing/1.0.4/troubleshooting.html).
- For the preview, check that the camera is connected to the IPC via Ethernet and set up according to its manual (see [Camera](https://docs.hdvisionsystems.com/en/lumiscan-vgr-engineering/1.0.0/system-requirements.html#camera)). Messages and point cloud problems of the LumiScanX camera itself are described in [LumiScan X: Troubleshooting](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html).

## Problem: The preview stays empty {#faq-preview-empty}

**Symptoms**

The preview panel shows no camera image and no point cloud for the camera element.

**Possible causes**

- No camera is connected. Without a camera, the configuration can be edited, saved and exported, but the image and point cloud previews stay empty.
- The camera network is not configured correctly.
- The Windows Firewall or the virus protection blocks the connection to the camera.

**Diagnostic procedure**

1. Check that a LumiScanX or other compatible camera is connected to the IPC via Ethernet - expected: the camera is connected and set up according to its manual.
2. Check the network configuration of the camera as described in [LumiScan X: Network Settings](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-network-settings) (for other cameras, in the manual provided by the camera manufacturer) - expected: the settings match the manual.
3. Check the settings of the Windows Firewall and the virus protection as described in [LumiScan X: Windows Firewall](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-windows-firewall) and [LumiScan X: Virus Protection](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-virus-protection) - expected: they do not block the camera.
4. Select the camera element again in the [graph overview](https://docs.hdvisionsystems.com/en/lumiscan-vgr-engineering/1.0.0/user-interface.html#graph-overview) - expected: the [preview panel](https://docs.hdvisionsystems.com/en/lumiscan-vgr-engineering/1.0.0/user-interface.html#preview-panel) shows the camera image or the point cloud. The preview is updated whenever a setting that affects the element changes.

**Resolution**

- **If no camera is connected:** connect a LumiScanX or other compatible camera to the IPC via Ethernet and set it up according to its manual. Then select the camera element again.
- **If the camera network is not configured correctly:** configure it as described in the [LumiScan X manual](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/index.html) or, for other cameras, in the manual of the camera manufacturer. Then select the camera element again.
- **If the Windows Firewall or the virus protection blocks the connection:** change their settings as described in the LumiScan X manual (see the diagnostic procedure). Then select the camera element again.

**If the problem persists**

Send the information listed under [Information for support](https://docs.hdvisionsystems.com/en/lumiscan-vgr-engineering/1.0.0/troubleshooting.html#support-information) to support, together with the camera model and serial number and a screenshot of the empty preview.

## Information for support {#support-information}

Have this information ready when you contact support:

- Product and version: LumiScan VGR Engineering and its software version.
- Operating system: Windows 11, with the installed versions of CUDA Toolkit and cuDNN.
- Where you bought the software: HD Vision Systems or the ctrlX Store.
- The serial number of the LumiScan Key (`3-…`, printed on the key) and, if relevant, the serial number of the camera.
- The exact error message, a screenshot and the date and time the problem occurred.
- The configuration: the `.zip` file that **Download** creates in the [configuration panel](https://docs.hdvisionsystems.com/en/lumiscan-vgr-engineering/1.0.0/user-interface.html#configuration-panel), and the files that the settings refer to, for example the `.hdvcal` calibration file and the robot description (`.urdf`).

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).