--- title: "Troubleshooting" description: "Step-by-step help for LumiScan X problems and error messages - connection and network, image acquisition, point cloud, licensing and software update." 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/troubleshooting.html" --- # Troubleshooting – LumiScan X This page describes problems with the LumiScan X and the LumiScan software, grouped by category. Start with the [General checks](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#general-checks): they rule out the most frequent causes. Then find your symptom or the exact message in the category list and follow the steps of that entry. ## General checks {#general-checks} Carry out these checks first. Each of them is a precondition for stable operation of the LumiScan X. 1. Check the power supply - expected: 24 V nominal voltage, applied constantly and without fluctuations (fluctuations can lead to malfunctions of the LumiScan X), or Power over Ethernet (IEEE 802.3af). If you use a PELV supply instead of a SELV supply, all grounding conductors must be connected to a common star grounding point; otherwise unwanted leakage or compensating currents and sensor malfunctions may occur. See [Power Supply](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/product-description.html#sec-power-supply). 2. Wait after switching on - expected: the camera starts as soon as the power supply is connected and is ready to use in about 30 seconds. 3. Check the temperature at the installation site - expected: within the operating temperature of 0 - 55 °C, and the system has reached the optimum temperature before you measure (see [Temperature range](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/safety.html#sec-temperature-range)). Material components attract dust, which can cause the hardware to overheat: check regularly for excessive dust accumulation. 4. Check the computer against the [Hardware Requirements](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/product-description.html#sec-hardware-requirements) and [Software Requirements](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/product-description.html#sec-software-requirements) - expected: at least an Intel i5 2.4 GHz, 8 GB RAM, an NVIDIA GTX 1650 and an Intel Ethernet Adapter I210 (or better). 5. Check the settings of the Ethernet port to which the LumiScan X is connected (**Networking** tab > **Configure** > **Advanced** tab) - expected: jumbo frames **Maximum (9014 bytes)**, **Receive Buffers** 2048, **Transmit Buffers** 2048. If these settings are not possible, update the driver. See [Network Settings](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-network-settings). 6. Check the inbound rules of the Windows Firewall - expected: the LumiScan software is listed, either once for TCP/UDP together or in two entries (Windows creates two rules by default). See [Windows Firewall](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-windows-firewall). 7. Check the anti-virus software - expected: a fixed network adapter is assigned to the LumiScan X and Deep Packet Inspection is deactivated for this adapter. See [Virus Protection](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-virus-protection). 8. Check how the computer is used while the camera is running - expected: no remote desktop connection and no metered connection; both have a significant impact on camera performance. See [Metered Connection and Remote Desktop](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-metered-connection). 9. In the LumiScan Viewer, open **Menu → IP Configuration**, click **Refresh**, select the camera and click **Check Status** - expected: the status display confirms that communication between camera and computer was successful and that both are in the same subnet. Camera and computer must not have the same IP address. A **Static IP** is strongly recommended instead of **DHCP**. See [Camera IP Configuration](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/lumiscan-software.html#sec-camera-ip-configuration). 10. Open **Menu → Show log** - the log window provides additional information about the processes in the program. See [User Interface](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/lumiscan-software.html#sec-user-interface). ## Connection and network {#connection-and-network} ### Problem: The LumiScan software does not find the camera after the first start {#faq-firewall-camera-not-found} **Symptoms** After the LumiScan software was started for the first time, it does not find the camera. The software informs you with a message. **Possible causes** - At the first start, network access for the LumiScan software was denied in the Windows Defender prompt. - The Windows Defender prompt did not appear at the first start. **Diagnostic procedure** 1. Check the inbound rules of the Windows Firewall - expected: the LumiScan software is listed (by default in two rules created by Windows, see [Two rules created by Windows Firewall](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#fig-firewall-rules-ts)). ![Two rules created by Windows Firewall](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/_images/fig-10-firewall-rules.png) *Figure 1. Two rules created by Windows Firewall* **Resolution** - **If access was denied:** restart the LumiScan software so that Windows asks for permission again, and confirm the access permission for the LumiScan software. - **If the prompt did not appear, or the automatic Windows prompt fails:** allow the app manually in the Windows Defender Firewall settings: 1. Go to **Start → Settings → Privacy & security → Windows Security → Open Windows Security**. 2. In the left menu bar, click **Firewall and Network Protection**. 3. Click **Allow application access through firewall**. A window opens with the advanced settings for the application permissions. 4. Click **Change settings → Allow other app**. 5. Select the `LumiScanViewer` file in the `bin` subfolder of the installation directory. No further changes are required. 6. Click **Add**, then **Done**. The new rule is activated. See [Manual Access to the Network](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-manual-network-access). **If the problem persists** Continue with [Problem: `Device not found.`](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#faq-device-not-found). Send the information listed under [Information for support](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#support-information) to support, together with the message of the software and a screenshot of the inbound rules of the Windows Firewall. ### Problem: `Device not found.` {#faq-device-not-found} **Symptoms** The LumiScan software shows the message `Device not found.` **Possible causes** - A hardware start error. - A network configuration error. - The camera is blocked by the Windows Firewall or the virus protection. - A firmware error: the LumiScan X is not found even after repeated restarts, and its current is approx. 80 mA instead of the usual 160-250 mA. **Diagnostic procedure** 1. Check the power supply and the cables of the camera - expected: the camera is powered (24 V via the sensor/actuator cable or PoE) and the Ethernet cable is connected to the Ethernet port of the computer. See [Connecting the Camera System](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-connecting-the-camera-system). 2. Wait about 30 seconds after switching on - expected: the camera has started. 3. Check the IP address of the computer: in **Menu → IP Configuration**, section **Computer Network Information** - expected: the **NIC** is the network adapter to which the camera is connected, and its IP and subnet mask are in the same subnet as the camera. 4. Click **Refresh** - expected: the camera appears in the **Camera Selection Dropdown**. 5. Check the Windows Firewall inbound rules and the virus protection as described in the [General checks](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#general-checks) - expected: the LumiScan software is allowed and the adapter is not subject to Deep Packet Inspection. 6. If the camera is still not found after repeated restarts, check the current of the camera - expected: 160-250 mA. A current of approx. 80 mA indicates a firmware error. **Resolution** - **If a hardware start error occurred:** unplug the camera, wait 10 seconds and reconnect it. Wait about 30 seconds until the camera is ready. - **If the network configuration is wrong:** set the IP address of the computer and of the camera so that both are in the same subnet but do not have the same IP address (example: PC 192.168.71.5, camera 192.168.71.6, subnet mask usually 255.255.255.0). Use **Static IP** for the camera. See [Configuration Steps](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/lumiscan-software.html#sec-configuration-steps). - **If the camera is blocked by the firewall or the virus protection:** allow the LumiScan software as described in [Problem: 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) and deactivate Deep Packet Inspection for the adapter of the LumiScan X (see [Virus Protection](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-virus-protection)). - **If a firmware error occurred (approx. 80 mA):** the LumiScan X must be sent to HD Vision Systems for repair. Contact customer support. **If the problem persists** Send the information listed under [Information for support](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#support-information) to support, together with the serial number of the camera, the IP addresses of the computer and the camera, and the current you measured. ### Problem: `Access denied.` {#faq-access-denied} **Symptoms** The LumiScan software shows the message `Access denied.` **Possible causes** - Another software uses the camera. - The previous program was not terminated normally. **Diagnostic procedure** 1. Check whether another program that uses the LumiScan X is open on the computer - expected: no other program uses the camera. **Resolution** - **If another software uses the camera:** close the other program that uses the LumiScan X. - **If no other program uses the camera (previous program not terminated normally):** turn the LumiScan X off and turn it on again after 15 seconds. **If the problem persists** Send the information listed under [Information for support](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#support-information) to support, together with the names of the other programs that were running on the computer. ### Problem: `Incomplete Frames` {#faq-incomplete-frames} **Symptoms** The LumiScan software shows the message `Incomplete Frames`. **Possible causes** - Incorrect network settings of the computer. **Diagnostic procedure** 1. Open the settings of the Ethernet port to which the LumiScan X is connected: **Change adapter options** > Ethernet port > **Networking** tab > **Configure** > **Advanced** tab - expected: jumbo frames are set to **Maximum (9014 bytes)**, **Receive Buffers** and **Transmit Buffers** to 2048. **Resolution** - **If the network settings are incorrect:** 1. Select **Maximum (9014 bytes)** for jumbo frames. 2. Set **Receive Buffers** to 2048 and **Transmit Buffers** to 2048. 3. If these settings are not possible, update the driver. See [Network Settings](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-network-settings). **If the problem persists** Send the information listed under [Information for support](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#support-information) to support, together with the name and driver version of the network adapter and a screenshot of its **Advanced** tab. ## Image acquisition {#image-acquisition} ### Problem: `Acquisition timeout.` {#faq-acquisition-timeout} **Symptoms** The LumiScan software shows the message `Acquisition timeout.` **Possible causes** - Incorrect settings: the exposure time is longer than the timeout. - Incorrect settings: with a hardware trigger, the trigger signal does not reach the LumiScan X. - An incorrect network connection or network configuration. **Diagnostic procedure** 1. Check **Exposure Time [μs]** on the **Basic** tab of the camera settings - expected: the exposure time is not longer than the timeout. 2. If **Trigger** is set to **Hardware Trigger**, check the wiring of the IO-Link & Power connector - expected: the trigger signal is connected to pin 4 (black, Trigger IN) and pin 2 (white, Trigger GND). See [Pin Assignment IO-Link & Power](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/product-description.html#sec-pin-assignment-io-link). 3. Check the trigger signal - expected: high level at least 5 V (optimum 24 V); the minimum signal length depends on the internal resistance of the source (up to 5 milliseconds). See [Trigger In Signal](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/product-description.html#sec-trigger-input-signal). 4. Check the network settings, the Windows Firewall and the virus protection as described in the [General checks](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#general-checks). **Resolution** - **If the exposure time is longer than the timeout:** reduce **Exposure Time [μs]**. See [Camera Settings](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/lumiscan-software.html#sec-camera-settings). - **If the hardware trigger signal does not reach the camera:** correct the wiring or the trigger signal so that the requirements above are met. - **If the network configuration is incorrect:** check and optimize the network configuration (see [Virus Protection](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-virus-protection) and [Windows Firewall](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-windows-firewall)). - **If nothing helps:** contact HD Vision Systems to check the timeout threshold and increase it if necessary. **If the problem persists** Send the information listed under [Information for support](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#support-information) to support, together with the exposure time, the **Trigger** mode and, with a hardware trigger, a description of the trigger source and signal. ### Problem: A timeout message appears and only a black image is displayed during recording {#faq-timeout-black-image} **Symptoms** A timeout message appears. Only a black image is displayed during recording, although the connected sensor is recognized and appears in the drop-down menu. **Possible causes** - The firewall is configured incorrectly: the camera is recognized, but its data is blocked. - The virus protection blocks the camera. **Diagnostic procedure** 1. Check the inbound rules of the Windows Firewall - expected: the LumiScan software is listed (see [Windows Firewall](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-windows-firewall)). 2. Check the anti-virus software - expected: Deep Packet Inspection is deactivated for the network adapter of the LumiScan X. **Resolution** - **If the firewall blocks the camera:** allow the LumiScan software in the Windows Defender Firewall as described in [Problem: 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). - **If the virus protection blocks the camera:** assign a fixed network adapter to the LumiScan X and deactivate Deep Packet Inspection for this adapter (see [Virus Protection](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-virus-protection)). **If the problem persists** Send the information listed under [Information for support](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#support-information) to support, together with the exact timeout message and a screenshot of the inbound rules of the Windows Firewall. ### Problem: Frames are missing when using the hardware trigger {#faq-missing-frame} **Symptoms** With **Trigger** set to **Hardware Trigger**, not every trigger signal results in an image (missing frame). **Possible causes** - The hardware trigger is faster than the image acquisition. **Diagnostic procedure** 1. Compare the interval between two hardware trigger signals with the minimum image capture time - expected: the trigger interval is greater. For orientation: with the pixel format **Mono8** the sensor captures 6 frames per second, with **Mono12** the frame rate is limited to 3 frames per second (see [Camera Settings](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/lumiscan-software.html#sec-camera-settings)). **Resolution** - **If the hardware trigger is faster than the image acquisition:** set the hardware trigger interval greater than the minimum image capture time. **If the problem persists** Send the information listed under [Information for support](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#support-information) to support, together with the trigger interval, the pixel format, the exposure time and the **Trigger Delay [μs]**. ### Problem: No image is displayed in the LumiScan Viewer when using the software trigger {#faq-no-image-software-trigger} **Symptoms** **Trigger** is set to **Software Trigger**, and no image is displayed in the LumiScan Viewer. **Possible causes** - No software trigger is sent to the camera. - The button with the photo icon is not enabled, because no valid path is selected in **Export Folder** under **Capture**. **Diagnostic procedure** 1. Check the button with the photo icon in the acquisition control panel - expected: the button is enabled. 2. Check **Export Folder** under **Capture** in the settings panel - expected: a valid path is selected. **Resolution** - **If no software trigger was sent:** click the button with the photo icon. It sends a software trigger that captures exactly one image. - **If the button is not enabled:** select a valid path in **Export Folder** under **Capture** (see [Data Export](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/lumiscan-software.html#sec-data-export)). **If the problem persists** Send the information listed under [Information for support](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#support-information) to support, together with the export folder path you selected. ### Problem: The LumiScan Viewer shows noisy, incorrect images {#ts-noisy-images} **Symptoms** The images in the LumiScan Viewer are noisy or incorrect. **Possible causes** - The camera is not configured correctly. **Diagnostic procedure** 1. Check the camera settings on the **Basic** and **Advanced** tabs (**Pixel Format**, **Exposure Time [μs]**, **Enable Autoexposure**, **Target Intensity**) - expected: they are set for the current measurement object. The measurement parameters must be set individually for each measurement object. 2. Enable **Show Overexposure** on the **Advanced** tab - pixels whose intensity exceeds the **Overexposure Limit** are displayed in red. **Resolution** - **If the camera is not configured correctly:** 1. Stop recording. 2. Check and correct the camera configuration (see [Camera Settings Configuration](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/lumiscan-software.html#sec-camera-settings-configuration)). 3. Restart recording. **If the problem persists** Send the information listed under [Information for support](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#support-information) to support, together with a parameter file saved with **Menu → Save Parameters** and a screenshot of the image. ## Point cloud {#point-cloud} ### Problem: No point cloud is displayed {#faq-no-point-cloud} **Symptoms** The **Point Cloud** tab shows no point cloud of the measurement object. **Possible causes** - Incorrect settings: - The serial number in the calibration file name does not match the connected LumiScan X. - The minimum and maximum depth (**Depth Range**) do not include the measurement object. - The images are too bright or too dark. - The **Confidence Threshold** is too high, or the pre-/postprocessing filters are unsuitable. **Diagnostic procedure** 1. Compare the serial number in the name of the calibration file (`.hdvcal`) entered in the \*Calibration section with the serial number on the back of the camera housing (for example LX20230101) - expected: they match. **Help → Show Calibration** shows information about the currently loaded calibration. 2. Check **Depth Range** - expected: the minimum and maximum depth in millimeters include the actual position of the measurement object. 3. On the **Frame** tab, check the images - expected: not too bright and not too dark. **Show Overexposure** on the **Advanced** tab highlights overexposed pixels in red. 4. Check **Basic Processing** (**Confidence Threshold**, **Preprocessing**, **Postprocessing Filter**) and the **Box Filter** - expected: the confidence threshold does not filter out the measurement object, and the box of the **Box Filter** contains the measurement object (the filter removes all points outside the box). **Resolution** - **If the calibration file does not match:** enter the calibration file whose name contains the serial number of the connected LumiScan X. By default, the calibration files are stored in `C:\ProgramData\HD Vision Systems GmbH\calibration`. See [Calibration](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/lumiscan-software.html#sec-calibration). - **If the depth range is wrong:** set the minimum and maximum depth to the actual position of the measurement object. See [Depth Range](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/lumiscan-software.html#sec-depth-range). - **If the images are too bright or too dark:** adjust **Exposure Time [μs]**, or **Target Intensity** with **Enable Autoexposure**. See [Camera Settings](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/lumiscan-software.html#sec-camera-settings). - **If the confidence threshold or the filters are unsuitable:** reduce the **Confidence Threshold** and change the pre-/postprocessing filters. See [Processing](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/lumiscan-software.html#sec-processing). **If the problem persists** Send the information listed under [Information for support](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#support-information) to support, together with the name of the calibration file, the output of **Help → Show Calibration**, a parameter file saved with **Menu → Save Parameters** and, if possible, an exported capture. ### Problem: The point cloud is poor {#faq-poor-point-cloud} **Symptoms** A point cloud is displayed, but its quality is poor. **Possible causes** - Incorrect calibration. - Incorrect settings. - A dirty front cover (front glass). - The calibration file does not match the current measurement distance. - The camera sensor is not focused. **Diagnostic procedure** 1. Carry out the diagnostic procedure of [Problem: No point cloud is displayed](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#faq-no-point-cloud). 2. Check the front glass - expected: no contamination. 3. Compare the distance between camera and measurement object with the standard calibration range and the in-focus range of your camera configuration - expected: the distance is within both ranges. See [Standard Configurations](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/product-description.html#sec-standard-configurations). 4. Enable **Enable Capture Statistics** under **Capture** - the **Capture Statistic** shows the **Valid Points** and the **Valid Ratio**, which let you compare captures before and after a change. **Resolution** - **If the calibration or the settings are incorrect:** follow the resolution of [Problem: No point cloud is displayed](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#faq-no-point-cloud). - **If the front glass is dirty:** disconnect the power and clean the front glass as described in [Cleaning the Coated Front Glass](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/maintenance.html#sec-front-glass-cleaning). Do not use microfiber cloths, solvents or alcohol-based cleaners. - **If the calibration file does not match the measurement distance, the camera sensor is not focused, or nothing helps:** the camera must be sent back to HD Vision Systems for recalibration. Contact customer support. **If the problem persists** Send the information listed under [Information for support](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#support-information) to support, together with the serial number of the camera, the measurement distance, the name of the calibration file and, if possible, an exported point cloud (`.ply` or `.pcd`). ## Licensing and software update {#licensing-and-software} ### Problem: `Not enough license.` {#faq-not-enough-license} **Symptoms** The LumiScan software shows the message `Not enough license.` **Possible causes** - The licence is insufficient. - The licence is used by another program. - The licence has not yet been released after the previous program was terminated. **Diagnostic procedure** 1. Check whether another LumiScan program is open on this computer, also by another user - expected: none. 2. Open CodeMeter Control Center, **License** tab - expected: the LumiScan Key is listed as **CmStick/C** with a serial number of the form `3-1234567`. See [Recognising the key](https://docs.hdvisionsystems.com/en/lumiscan-licensing/1.0.4/lumiscan-key.html#recognising-the-key). **Resolution** - **If the licence is used by another program:** close all other LumiScan programs, also those opened by other users. - **If the previous program was just terminated:** try again in 5 to 10 seconds. - **If the LumiScan Key is not listed:** follow [Key not detected](https://docs.hdvisionsystems.com/en/lumiscan-licensing/1.0.4/troubleshooting.html#key-not-detected). - **If the licence is insufficient:** one LumiScan Key is needed for each device on which the software runs at the same time (see [One key per device](https://docs.hdvisionsystems.com/en/lumiscan-licensing/1.0.4/lumiscan-key.html#one-key-per-device)). If you permanently need more licences, create a licence request as described in [Requesting a Licence Update](https://docs.hdvisionsystems.com/en/lumiscan-licensing/1.0.4/requesting-a-licence-update.html). **If the problem persists** Send the information listed under [Information for support](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#support-information) to [licenses@hdvisionsystems.com](mailto:licenses@hdvisionsystems.com), together with the serial number of your LumiScan Key. See also [Licensing troubleshooting](https://docs.hdvisionsystems.com/en/lumiscan-licensing/1.0.4/troubleshooting.html). ### Problem: An error occurs while installing a software update {#ts-update-error} **Symptoms** An error occurs while you install a software update of the LumiScan software. **Possible causes** - No specific cause is documented. The resolution below applies to every error during the update. **Diagnostic procedure** 1. Note the exact error message of the installation dialog. **Resolution** - **If an error occurs during the update:** uninstall the LumiScan software and install it again (see [Installation](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-installation-software) and [Software Update](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/lumiscan-software.html#sec-software-update)). **If the problem persists** Send the information listed under [Information for support](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html#support-information) to support, together with the file name of the installer and the exact error message. ## Information for support {#support-information} If a problem persists, send the following information to customer support: - **Software version:** the installed LumiScan version, shown under **Help → About**. - **Operating system:** the operating system of the computer and the NVIDIA driver version (the supported versions are listed under [Software Requirements](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/product-description.html#sec-software-requirements)). - **Camera:** the serial number of the LumiScan X (on the back of the camera housing, for example LX20230101). - **Log:** the content of the log window (**Menu → Show log**). - **Error:** the exact error message, a screenshot and the time the error occurred. - **Communication status:** the network configuration from **Menu → IP Configuration** (**Computer Network Information**, the IP and subnet mask of the camera, **DHCP** or **Static IP**) and the result of **Check Status**. - **Configuration files:** a parameter file saved with **Menu → Save Parameters** (`.json` or `.ini`), the name of the calibration file (`.hdvcal`) and the output of **Help → Show Calibration**. - **Licensing:** the serial number of the LumiScan Key, if the problem concerns licensing. Customer Support: +49 6221 6721905\ E-mail: [customer.success@hdvisionsystems.com](mailto:customer.success@hdvisionsystems.com) Licence requests and licensing questions: [licenses@hdvisionsystems.com](mailto:licenses@hdvisionsystems.com)