Troubleshooting

This page describes problems that affect all LumiScan products. Problems that only apply to a single application are described in the troubleshooting page of the respective product manual. Find your symptom below and follow the steps of the entry.

Troubleshooting in the product manuals

Each product manual has its own troubleshooting page. Every problem there is described the same way: Symptoms, Possible causes, Diagnostic procedure, Resolution and If the problem persists.

All LumiScan Products

Problem: A timeout message appears or only a black image is captured, although the camera is detected

Symptoms

A timeout notification appears. During capture, only a black image is displayed, although the connected sensor is recognized and appears in the drop-down menu.

Possible causes

  • The Windows Firewall is not configured correctly and blocks the devices.

  • The virus protection blocks the devices.

Diagnostic procedure

  1. Check the network configuration of the LumiScan X camera as described in LumiScan X: Network Settings.

  2. Check the Windows Firewall settings as described in LumiScan X: Windows Firewall. Expected: the devices are not blocked by the firewall.

  3. Check the virus protection settings as described in LumiScan X: Virus Protection.

Resolution

  • If the Windows Firewall blocks the devices: Configure the Windows Firewall as described in the LumiScan X manual. Then capture an image again. Check: the image is not black, and no timeout notification appears.

  • If the virus protection blocks the devices: Configure the virus protection as described in the LumiScan X manual, then capture an image again.

If the problem persists

Send the information listed under Information for support to support, together with the exact timeout notification and the camera serial number.

LumiScan VGR

The LumiScan VGR problems are described step by step in LumiScan VGR: Troubleshooting, for example:

Hand-Eye Calibration

The problems of LumiScan Hand-Eye Calibration are described step by step in LumiScan VGR: Troubleshooting:

Information for support

Send this information to support (see also Before you contact support):

  • Software version: the product and its version. LumiScan VGR shows its version with Ctrl + Shift + V.

  • Operating system: Windows 11, Ubuntu 24.04, or ctrlX OS (ctrlX CORE or IPC), and where you bought the software (HD Vision Systems or the ctrlX Store).

  • Logs: LumiScanVGR.log for LumiScan VGR; the ctrlX OS system log for ctrlX apps.

  • Time of the error: the exact error message, a screenshot, and the time at which it occurred.

  • Serial numbers: the LumiScan Key (3-…, printed on the key) and the camera, if relevant.

Customer support: +49 6221 6721905, customer.success@hdvisionsystems.com. Licence requests and licensing questions: licenses@hdvisionsystems.com.