---
title: "Troubleshooting"
description: "Known problems that affect all LumiScan products, with symptoms, causes, diagnostic steps and solutions, and where to find the product-specific troubleshooting."
product: "LumiScan Documentation"
component: "ROOT"
language: "en"
url: "https://docs.hdvisionsystems.com/en/troubleshooting.html"
---

# Troubleshooting – LumiScan Documentation

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 {#by-product}

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**.

- [LumiScan X](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/troubleshooting.html)
- [LumiScan Cam Driver](https://docs.hdvisionsystems.com/en/lumiscan-cam-driver/2.2.1/how-tos/troubleshooting_cam_driver.html)
- [LumiScan Template Finder](https://docs.hdvisionsystems.com/en/lumiscan-template-finder/1.1.0/troubleshooting.html)
- [LumiScan Object Finder](https://docs.hdvisionsystems.com/en/lumiscan-object-finder/1.1.0/troubleshooting.html)
- [LumiScan AI Object Matching](https://docs.hdvisionsystems.com/en/lumiscan-ai-object-matching/2.1.0/troubleshooting.html)
- [LumiScan Area Detector](https://docs.hdvisionsystems.com/en/lumiscan-area-detector/1.2.0/troubleshooting.html)
- [LumiScan Aztec Code Reader](https://docs.hdvisionsystems.com/en/lumiscan-aztec-code-reader/1.2.0/troubleshooting.html)
- [LumiScan Barcode Reader](https://docs.hdvisionsystems.com/en/lumiscan-barcode-reader/1.0.0/troubleshooting.html)
- [LumiScan DMC Reader](https://docs.hdvisionsystems.com/en/lumiscan-dmc-reader/1.1.0/troubleshooting.html)
- [LumiScan QR Code Reader](https://docs.hdvisionsystems.com/en/lumiscan-qr-code-reader/1.0.0/troubleshooting.html)
- [LumiScan Text Reader](https://docs.hdvisionsystems.com/en/lumiscan-text-reader/1.1.0/troubleshooting.html)
- [LumiScan Calibration](https://docs.hdvisionsystems.com/en/lumiscan-calibration/2.0.0/how-tos/troubleshooting.html)
- [LumiScan Cockpit](https://docs.hdvisionsystems.com/en/lumiscan-cockpit/1.2.0/troubleshooting.html)
- [LumiScan Keryx](https://docs.hdvisionsystems.com/en/lumiscan-keryx/1.0.0/troubleshooting.html)
- [LumiScan VGR](https://docs.hdvisionsystems.com/en/lumiscan-vgr/1.8.4/troubleshooting.html)
- [LumiScan VGR Engineering](https://docs.hdvisionsystems.com/en/lumiscan-vgr-engineering/1.0.0/troubleshooting.html)
- [LumiScan Annotation](https://docs.hdvisionsystems.com/en/lumiscan-annotation/1.8.4/troubleshooting.html)
- [LumiScan Training](https://docs.hdvisionsystems.com/en/lumiscan-training/2.3.0/troubleshooting.html)
- [LumiScan File Transfer](https://docs.hdvisionsystems.com/en/lumiscan-file-transfer/1.8.4/troubleshooting.html)
- [Licensing](https://docs.hdvisionsystems.com/en/lumiscan-licensing/1.0.4/troubleshooting.html)

## All LumiScan Products {#all-lumiscan-products}

### Problem: A timeout message appears or only a black image is captured, although the camera is detected {#ts-black-image-timeout}

**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](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-network-settings).
2. Check the Windows Firewall settings as described in [LumiScan X: Windows Firewall](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-windows-firewall). Expected: the devices are not blocked by the firewall.
3. Check the virus protection settings as described in [LumiScan X: Virus Protection](https://docs.hdvisionsystems.com/en/lumiscan-x/2.0.0/installation.html#sec-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](https://docs.hdvisionsystems.com/en/troubleshooting.html#support-information) to support, together with the exact timeout notification and the camera serial number.

## LumiScan VGR {#lumiscan-vgr}

The LumiScan VGR problems are described step by step in [LumiScan VGR: Troubleshooting](https://docs.hdvisionsystems.com/en/lumiscan-vgr/1.8.4/troubleshooting.html), for example:

- [LumiScan VGR does not respond after GripBestResult](https://docs.hdvisionsystems.com/en/lumiscan-vgr/1.8.4/troubleshooting.html#faq-no-reaction-plc-request)
- [No point cloud matching can be performed](https://docs.hdvisionsystems.com/en/lumiscan-vgr/1.8.4/troubleshooting.html#ts-no-point-cloud-matching)
- [Image capture fails with a camera return code](https://docs.hdvisionsystems.com/en/lumiscan-vgr/1.8.4/troubleshooting.html#ts-camera-error-code)

## Hand-Eye Calibration {#hand-eye-troubleshooting}

The problems of LumiScan Hand-Eye Calibration are described step by step in [LumiScan VGR: Troubleshooting](https://docs.hdvisionsystems.com/en/lumiscan-vgr/1.8.4/troubleshooting.html#hand-eye-troubleshooting):

- [Pose Status shows "Can not be interpreted"](https://docs.hdvisionsystems.com/en/lumiscan-vgr/1.8.4/troubleshooting.html#ts-hand-eye-cannot-be-interpreted)
- [Pose Status shows "Bad pose quality."](https://docs.hdvisionsystems.com/en/lumiscan-vgr/1.8.4/troubleshooting.html#ts-hand-eye-bad-pose-quality)
- [No image is added after capture](https://docs.hdvisionsystems.com/en/lumiscan-vgr/1.8.4/troubleshooting.html#ts-hand-eye-no-image-added)
- [The calibration result is very poor](https://docs.hdvisionsystems.com/en/lumiscan-vgr/1.8.4/troubleshooting.html#ts-hand-eye-poor-result)

## Information for support {#support-information}

Send this information to support (see also [Before you contact support](https://docs.hdvisionsystems.com/en/faq.html#faq-before-contacting-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](mailto:customer.success@hdvisionsystems.com). Licence requests and licensing questions: [licenses@hdvisionsystems.com](mailto:licenses@hdvisionsystems.com).