---
title: "FAQ"
description: "Frequently asked questions about LumiScan X - hardware and power, network and firewall settings, calibration files, licensing and cleaning, with links to the troubleshooting of error messages."
product: "LumiScan X"
component: "lumiscan-x"
version: "2.0.0"
display_version: "2.0.0.10"
latest_version: true
language: "en"
url: "https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/faq.html"
---

# FAQ – LumiScan X

Short answers to common questions about LumiScan X. Each entry links to the page with the details.

> [!TIP]
> Each entry has a fixed anchor (for example `#faq-camera-ip-address`). Error messages and other problems are described in [Troubleshooting](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html); search that page for the exact error message.

## Installation and connection

### What hardware do I need to operate the LumiScan X? {#faq-hardware-requirements}

- **Answer:**
  - LumiScan X camera system and a 24 V DC power supply unit
  - Ethernet cable CAT6A, S/FTP shielded, M12 male to RJ45 male, TIA-568B variant (recommended: Phoenix Contact part number 1295151 for angled or 1408647 for straight connectors)
  - Sensor/actuator cable, 5-pin, free cable end to M12 socket
  - Computer with at least an Intel i5 2.4 GHz processor, 8 GB RAM, an NVIDIA GTX 1650 graphics card and an Intel Ethernet Adapter I210 (or better)
- **More:** [Hardware Requirements](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/product-description.html#sec-hardware-requirements), [Ethernet Cable Characteristics](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/product-description.html#sec-ethernet-cable-characteristics)

### How can the LumiScan X be powered? {#faq-power-supply}

- **Answer:** Operate the device with 24 V nominal voltage only and avoid voltage fluctuations. The camera starts as soon as power is connected and is ready in about 30 seconds. There are two options:
  - 24 V DC via the 5-pin sensor/actuator cable (IO-Link & Power connector: pin 1 brown = Sensor 24 V, pin 3 blue = Sensor GND).
  - Power over Ethernet (IEEE 802.3af) from a PoE-enabled Ethernet port on the computer or from a PoE injector.
- **More:** [Connecting the Camera System](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-connecting-the-camera-system), [Pin Assignment IO-Link & Power](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/product-description.html#sec-pin-assignment-io-link)

### How do I mount the camera and which orientation is correct? {#faq-mounting-orientation}

- **Answer:** Mount the LumiScan X using the four rear M4 threaded holes (maximum thread depth 4 mm); the optional precision holes allow more precise positioning. Orient the camera so that a cross (+), not an x, is visible on the front screen; the logo is then visible at an angle. Tighten the connectors carefully by hand and do not use pliers or similar tools.
- **More:** [Mounting the Camera](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-mounting-the-camera), [Camera Housing Dimensions](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/product-description.html#sec-camera-housing-dimensions)

## Network and firewall

### Which network settings does the computer need for the LumiScan X? {#faq-network-adapter-settings}

- **Answer:** In the settings of the Ethernet port to which the camera is connected (**Networking** tab > **Configure** > **Advanced** tab):
  - Set jumbo frames to **Maximum (9014 bytes)**.
  - Set **Receive Buffers** and **Transmit Buffers** to 2048.
  - If these settings are not possible, update the network driver.
  - Assign a fixed network adapter to the LumiScan X and deactivate Deep Packet Inspection of the anti-virus software for this adapter.
  - Avoid remote desktop and metered connections while the camera is running; they significantly reduce camera performance.
- **More:** [Network Settings](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-network-settings), [Virus Protection](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-virus-protection), [Metered Connection and Remote Desktop](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-metered-connection)

### How do I assign a static IP address to the camera? {#faq-camera-ip-address}

- **Answer:** A **Static IP** is strongly recommended instead of **DHCP**, because a DHCP address may change and interrupt the connection. Camera and computer must be in the same subnet but must not have the same IP (example: PC 192.168.71.5, camera 192.168.71.6, subnet mask usually 255.255.255.0).
  1. In the LumiScan Viewer, open **Menu → IP Configuration**.
  2. Click **Refresh** and select the camera from the dropdown list.
  3. Enable **Static IP**, enter the IP address and check the subnet settings.
  4. Click **Apply**, then **Check Status** to confirm the connection.
- **More:** [Camera IP Configuration](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/lumiscan-software.html#sec-camera-ip-configuration), [Configuration Steps](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/lumiscan-software.html#sec-configuration-steps)

## Calibration

### Where are the calibration files and which one do I need? {#faq-calibration-file}

- **Answer:** Calibration files (`.hdvcal`) are stored by default in `C:\ProgramData\HD Vision Systems GmbH\calibration`; enter the file location in the **Calibration** section of the LumiScan Viewer. The serial number in the calibration file name must match the serial number of the connected LumiScan X, which is on the back of the camera housing (for example LX20230101). **Help → Show Calibration** shows information about the currently loaded calibration.
- **More:** [Calibration](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/lumiscan-software.html#sec-calibration), [Product Description](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/product-description.html#ch-product-description)

## Troubleshooting {#troubleshooting}

Problems and error messages are described step by step in [Troubleshooting](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html):

- [The LumiScan software does not find the camera after the first start](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#faq-firewall-camera-not-found)
- ["Device not found."](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#faq-device-not-found)
- ["Access denied."](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#faq-access-denied)
- ["Incomplete Frames"](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#faq-incomplete-frames)
- ["Acquisition timeout."](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#faq-acquisition-timeout)
- [A timeout message appears and only a black image is displayed during recording](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#faq-timeout-black-image)
- [Frames are missing when using the hardware trigger](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#faq-missing-frame)
- [No image is displayed in the LumiScan Viewer when using the software trigger](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#faq-no-image-software-trigger)
- [The LumiScan Viewer shows noisy, incorrect images](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#ts-noisy-images)
- [No point cloud is displayed](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#faq-no-point-cloud)
- [The point cloud is poor](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#faq-poor-point-cloud)
- ["Not enough license."](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#faq-not-enough-license)
- [An error occurs while installing a software update](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#ts-update-error)

## Licensing, maintenance and support

### How is the LumiScan software licensed? {#faq-licence}

- **Answer:** The LumiScan software is licensed with the LumiScan Key and needs CodeMeter Runtime 9.00 or later. Install CodeMeter Runtime and connect the LumiScan Key. One LumiScan Key is needed per device that runs the software at the same time; keys can be exchanged between devices.
- **More:** [Licence](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#licence), [Installing CodeMeter Runtime](https://docs.hdvisionsystems.com/en/lumiscan-licensing/1.0.4/installing-codemeter.html), [Licensing FAQ](https://docs.hdvisionsystems.com/en/lumiscan-licensing/1.0.4/faq.html)

### How do I clean the front glass? {#faq-cleaning-front-glass}

- **Answer:** Disconnect the power before cleaning. The front glass has a sensitive optical coating:
  - Use only clean, soft cotton cloths or clean chamois leather and a water-based, neutral or mildly alkaline glass cleaner without abrasive components.
  - Remove coarse particles without rubbing them across the surface, keep the surface well wetted, clean with minimal pressure and wipe from the center toward the edges.
  - Do not use microfiber cloths, solvents or alcohol-based cleaners, acids, descaling agents, cleaners with a high ammonia content or with chlorine, or abrasive cleaners.
- **More:** [Cleaning the Coated Front Glass](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/maintenance.html#sec-front-glass-cleaning)

### Where can I get further help? {#faq-support}

- **Answer:** See the site-wide [LumiScan FAQ](https://docs.hdvisionsystems.com/en/faq.html). Contact customer support at [customer.success@hdvisionsystems.com](mailto:customer.success@hdvisionsystems.com) or +49 6221 6721905. For licences, write to [licenses@hdvisionsystems.com](mailto:licenses@hdvisionsystems.com).