Troubleshooting

Table 1. Troubleshooting matrix
Problem Source Solution

Message:
Acquisition timeout.

  • Incorrect settings.

  • Incorrect network connection.

  • Check whether the exposure time is longer than the timeout.

  • When using hardware triggers, make sure that the trigger signal actually reaches the LumiScan X.

  • Check and optimize the network configuration (see Virus Protection and Windows Firewall).

  • If nothing helps, contact HD Vision Systems to check the timeout threshold and increase it if necessary.

Message:
Access denied.

  • Another software uses the hardware.

  • The previous program is not terminated normally.

  • Close another program that uses LumiScan X.

  • If no other program is using the LumiScan X, turn the LumiScan X off and then on again after 15 seconds.

Missing frame.

Hardware trigger is faster than image acquisition.

The hardware trigger interval should be greater than the minimum image capture time.

Noisy, incorrect images in LumiScan Viewer.

The camera is not configured correctly.

  1. Stop recording.

  2. Check the camera configuration (see Camera Settings Configuration).

  3. Restart

Message:
Device not found.

  • Hardware start error.

  • Network configuration error.

  • Unplug the LumiScan and wait 10 seconds before reconnecting.

  • Check the IP address of the computer.

  • Refer to the Network Configuration (Windows Firewall and Virus Protection) section to ensure that the devices are not blocked by the firewall.

Message:
Not enough license.

  • Insufficient license.

  • The license is used by another program.

  • The program was previously terminated to release the license.

  • Make sure no other LumiScan program is open.

  • Check that no other user has opened a LumiScan program.

  • Try again in 5 to 10 seconds.

No image displayed in the LumiScan Viewer when using the software trigger.

No software trigger is sent to the camera.

Click the Capture button (with the photo icon) to send a software trigger that captures exactly one image.

No Point Cloud

Incorrect settings.

  • Check that the serial number in the calibration file name (*.hdvcal) matches the serial number of the connected LumiScan X.

  • Check the minimum and maximum point cloud depth settings.

  • Check that the images are not too bright or too dark.

  • Try to reduce the confidence interval and change the pre-/post-processing filters.

Poor point cloud.

  • Incorrect calibration.

  • Incorrect settings

  • Dirty front cover

  • Calibration file does not match current measurement distance

  • Camera sensor not focused

  • Follow the instructions of No Point Cloud.

  • Clean the front glass

  • If nothing helps, the camera must be sent back to HD Vision Systems for recalibration.

Message:
Incomplete Frames

Incorrect network settings

Check the network configuration (see Network Settings).

Timeout message
+
Only a black image is displayed during recording,
(although the connected sensor is recognized and appears in the drop-down menu).

Incorrectly configured firewall.

Check the network configuration (see Windows Firewall and Virus Protection) to make sure that the devices are not blocked by the firewall.

The LumiScan X is not found even after repeated restarts. The current is approx. 80 mA instead of the usual 160-250 mA

A firmware error occurred.

The LumiScan X must be sent to HD Vision Systems for repair. Please contact our customer support.

If you have any problems or questions about the product, please contact Customer Support at: +49 6221 6721905
or by e-mail: customer.success@hdvisionsystems.com