XGRIDS Pro Guide™ / Module 10: Resources

10.3 Troubleshooting Index

Symptom-based reference for the most common field, processing, and software issues. Find the problem, apply the fix, and know when to escalate to XGRIDS support.

How to Use This Page

Scope and Support Boundaries

This index covers the most common issues reported during field collection, processing, and software operation with XGRIDS equipment. Each entry follows the same structure: what you observe, the most likely cause, and the steps to resolve it.

Alpine Reality Capture can reliably help with workflow, technique, and the issues documented here. For issues involving firmware bugs, account access, licensing, hardware defects, and failures that do not resolve with the steps below, XGRIDS technical support is the correct contact. Do not spend time with workarounds on issues that require engineering access.

Anything beyond what is covered here: contact XGRIDS Technical Support directly.

XGRIDS Technical Support →
Phase 1

Connection and Device

Symptom
Most Likely Cause
Fix
LixelGO cannot find the scanner via WiFi
Phone hotspot settings blocking connection
  1. Confirm Location Services, Hotspot, and Bluetooth are all enabled on the phone.
  2. In hotspot settings: disable hidden network (SSID must be visible), disable WiFi 6 protocol, and turn off any active VPN.
  3. Verify the hotspot password contains only simple alphanumeric characters. Special characters cause silent failures.
  4. If still failing, switch the hotspot band to 5 GHz if supported by your device and phone.
  5. LixelGO must be version 1.1.9 or later. Earlier versions cannot connect reliably via either WiFi or USB.
Scanner connects but shows IP address in X.X.1.X format
Phone hotspot subnet mismatch
Restart the phone hotspot completely. If it persists, reboot the phone, then reconnect. The scanner must be on the same subnet as the controlling device.
App disconnects mid-scan
Phone automatically turns off hotspot after extended activity
In phone settings, disable hotspot auto-shutoff (location varies by device and OS version). The scanner continues recording after disconnection, but you lose the real-time point cloud preview and cannot add control points until reconnected.
PortalCam not found during Bluetooth search
Bluetooth not initialized or device not powered
Confirm PortalCam is powered on and Bluetooth is enabled on the phone. Force-close the LCC Scan app and reopen it. If still not found, forget any previously paired PortalCam entries in the phone's Bluetooth settings and re-pair from scratch.
RTK decimal separator issue causing parameter corruption (LixelGO 1.1.9)
System language uses comma as decimal separator (Danish, Dutch, Russian, and others)
Update LixelGO to version 1.2.0 or later. This version resolves the decimal separator conflict. Do not attempt to manually correct the RTK parameters in 1.1.9 as the corruption reoccurs on relaunch.
Initialization countdown completes but scanner does not enter scan mode
Initialization position did not meet requirements, or device moved during countdown
Restart the scan session. The initialization surface must be stable with clear features at 3 to 10 meters distance. Any movement during the 15-second countdown or the 15-second post-initialization dwell period causes silent failure. Do not move until the scanning indicator confirms active tracking.
RTK LED shows solid green during scan, but LixelStudio reports "RTK invalid" in processing
Insufficient RTK-fixed walking distance or antenna tilt exceeded
  1. Confirm LixelGO shows more than 10 satellites before beginning the scan.
  2. After RTK status reads Fixed, walk at least 33 ft (10 m) before beginning the scan path. RTK data collected during the initial fix period is often insufficient for processing.
  3. Keep the RTK antenna tilt within 20 degrees during movement. Exceeding this invalidates the RTK fix record even when the LED remains green.
Samsung Galaxy S22 Ultra, S24, or S25+ will not connect reliably
Known incompatibility
These models are confirmed unsupported. Use an alternate phone for field operations with XGRIDS devices. Contact XGRIDS for the current compatibility list if you are evaluating other Samsung models.
Phase 2

Scanning Problems

Symptom
Most Likely Cause
Fix
Point cloud preview not appearing during scan
App is in Bluetooth-only mode, which does not transmit preview data
Switch to WiFi hotspot connection mode. Bluetooth mode supports device control only. Point cloud preview requires a WiFi hotspot connection between the phone and scanner.
Large gaps or voids in the point cloud
Insufficient coverage: areas only seen from one angle or scanned too quickly
Return to the area and scan from the opposite direction at reduced speed. Critical areas (MEP chases, equipment recesses, doorway frames) require multi-angle coverage. Speed should not exceed 1 m/s in standard interiors and 0.5 m/s in feature-poor areas or anywhere Spatial Recognition output is needed.
Scan ends unexpectedly with fast-flashing green indicator
Normal save sequence after double-tap, or battery critically low triggering auto-save
Do not power off, disconnect, or interrupt the device during fast-flashing green. This is an active save. Wait for solid green before doing anything. If battery triggered the save, the data is intact but the scan session ended early. Transfer and process the saved data before the next charge cycle.
Control point not registering in the app
Scanner not stationary at the moment of marking, or preview quality too low to confirm position
Stop walking completely before marking a control point. The scanner must be stationary for at least 2 seconds before and after the mark. Confirm the control point appears in the correct position in the preview before continuing. Control point names used in the field must exactly match the names in the CSV file used during processing (case-sensitive).
Scan data on K1 not generating LAS files after transfer
Scan files in raw format only, requiring LixelStudio processing; or scan was aborted before save completed
Raw data on the K1 does not produce LAS files until processed through LixelStudio. Connect the device and import the raw project data. If the model folder contains only an .hbc file and a .pcbin file with no processed output, the scan is intact but requires processing. If neither file is present, the scan was not saved.
Phase 3

Processing Failures

Symptom
Most Likely Cause
Fix
LCC Studio or LixelStudio crashes or fails when both are running simultaneously
Resource contention. Both applications consume significant GPU, RAM, and disk I/O during processing.
Do not run LCC Studio and LixelStudio processing jobs on the same computer at the same time. XGRIDS recommends using two separate computers for dual-pipeline processing. Running both simultaneously may cause processing failures or system crashes. No special parameter settings are needed for either pipeline when run separately. Process one pipeline to completion before starting the other on the same machine, or dedicate a separate workstation to each.
Processing fails with "Insufficient Effective Points" or "Trajectory Drift"
SLAM tracking loss during scan due to technique or environment
  1. Enable Robust Mode and reprocess. Robust Mode recovers many scans that standard processing cannot complete, but may reduce absolute accuracy slightly.
  2. If Robust Mode fails, review the processing report. It identifies the specific location and likely cause of the drift.
  3. If the drift was caused by an identifiable segment (a long featureless corridor, an abrupt environment change), use Advanced Settings to set the mapping end time before the drift point. The earlier portion may be processable.
  4. If processing still fails after these steps, the data from the drifted portion cannot be recovered. Contact XGRIDS and submit poses.csv from the project folder for collection pose verification.
LCC Studio SLAM phase stalls at a low percentage for an extended period
Repetitive environment geometry causing SLAM aliasing (data center corridors, warehouse aisles, parking garages, server rooms)
This is not necessarily a failure. The SLAM algorithm requires significantly more convergence time in environments with repetitive, uniform geometry because the feature-matching step has more ambiguous candidates to resolve. Allow the process to continue. Convergence at approximately 5% for several hours is normal in these environments. If the SLAM phase does not advance after 24 or more hours, try reprocessing with Narrow Scene Mode enabled for corridor-dominant scan paths. Do not cancel and restart prematurely. For future scans in repetitive environments, start the scan and place control points in areas with rich, distinctive features. Avoid initializing in featureless corridors.
LCC Studio reconstruction fails with error 0x34041002
Missing required program components, usually caused by antivirus software quarantining files
Reinstall or repair the LCC Studio installation. Before reinstalling, add the LCC Studio installation directory to your antivirus exclusion list. If the error recurs after a clean reinstall, the antivirus is intercepting components during installation itself. Temporarily disable real-time scanning during the installation process only.
LCC Studio reconstruction fails with error 0x34040100
Project file corruption, usually from an incomplete copy or download
Verify the project folder was fully copied or downloaded. Compare the folder size against the source. Re-copy the project data from the original device or backup. Do not attempt to process a partially copied project.
LCC Studio reconstruction fails (unspecified error, no code)
CPU overclocking instability, particularly on Intel 13th and 14th generation desktop processors
Check whether the workstation CPU is an Intel Core 13th or 14th generation model. These processors had a documented microcode instability issue. Confirm whether any system repairs or BIOS updates have been applied. If not, update the BIOS to the manufacturer's latest version. If instability persists, contact an IT professional for BIOS configuration. Contact XGRIDS if the failure continues after BIOS correction.
Coloring crashes or fails to complete in LixelStudio
Multiple possible causes: outdated software, incorrect video format, or insufficient GPU
  1. Confirm LixelStudio is version 2.5.2.1 or later.
  2. Open the panoramic video in Insta360 Studio and verify it is time-lapse format with a minimum duration of 3 minutes.
  3. Confirm the workstation has sufficient free disk space (at least 2x the project size), is not set to sleep during processing, and has no other memory-intensive applications running.
  4. Confirm the GPU is not a GTX 10-series or older. LixelStudio coloring requires CUDA 11.6 or higher, which 10-series hardware does not support. Update GPU drivers to the latest version from NVIDIA directly.
  5. If none of the above applies: Contact XGRIDS technical support.
Map Fusion fails or produces misaligned result
Insufficient scan overlap between sessions, or control point names do not match between sessions
  1. Verify that each scan session was processed individually and successfully before attempting fusion.
  2. If using RTK: confirm both sessions have valid RTK data. A session with RTK invalid cannot fuse with an RTK-valid session.
  3. If using control points: control point names must be identical across sessions, case-sensitive. A control point named "CP1" and one named "cp1" will not match.
  4. Confirm the scans have adequate physical overlap. Sessions that only share a doorway or a narrow corridor connection are borderline. Sessions that share 65 ft (20 m) or more of common path are reliable.
Processing times out at any stage
System power settings allowing sleep, or background processes consuming memory
  1. Go to Windows Settings, System, Power and Battery, Screen and Sleep. Set both Screen and Sleep options to Never.
  2. Open Task Manager and end any background processes not required for processing. Close browsers, communication apps, and cloud sync services during long processing runs.
  3. Restart the processing job. Do not pause and resume mid-job.
Aerial-Ground Fusion fails or produces a misregistered model
Insufficient vertical overlap, inadequate feature count at fusion points, or invalid ground data input
  1. Confirm the ground data input is raw scanning data. Aerial-Ground Fusion does not accept the output of a completed Map Fusion project as ground input. Only raw scan segments are valid.
  2. Verify the ground data meets Map Fusion constraints: maximum 10 segments, total duration under 200 minutes.
  3. Aerial-ground fusion requires dedicated vertical transition sequences between the ground scan and the aerial capture. A horizontal ground scan and a horizontal aerial pass do not fuse reliably. The fusion point must have adequate feature density for the algorithm to align the 2 datasets.
  4. Confirm both datasets meet the minimum hardware requirements: 16-core CPU, 96 to 128 GB RAM, RTX 4090.
  5. Monitor the Estimated RAM bar after importing data. If it turns red, the project exceeds available capacity and reconstruction will likely fail.
  6. If technique and hardware are both confirmed correct, Contact XGRIDS technical support.
Phase 4

Quality Issues

Symptom
Most Likely Cause
Fix
Double walls or ghosting in the point cloud
Tracking drift during the scan, causing the same surface to be mapped twice from slightly offset positions
  1. Reprocess with Robust Mode enabled. This corrects many mild drift cases.
  2. If Robust Mode does not resolve it, the scan path needs to be modified. Shorter scan segments with more frequent loop closures reduce the likelihood of drift accumulating.
  3. For areas where drift consistently occurs (long corridors, featureless rooms), add ground control points during field collection. This anchors the trajectory and prevents drift accumulation.
Ghosting or blurring in Map Fusion models from segments captured weeks or months apart
Scene changes between capture sessions causing visual matching errors
Segments captured over several weeks or months can be fused, but the scene must remain relatively static between sessions. Significant changes (moved furniture, construction activity, seasonal vegetation changes) cause blurring or ghosting in the fused result. Use the same firmware version for all segments in a fusion project. If a segment needs to be recaptured, the entire dataset must be reprocessed. Partial updates (replacing only 1 or 2 segments in an existing fused model) are not supported. Re-collect the problem segments, then reprocess all segments together.
Point cloud colors misaligned with geometry
Camera timing sync offset, incorrect video file selected, or overexposed/underexposed video
  1. Confirm the correct panoramic video file is linked to the project. The video timestamp must correspond to the scan session.
  2. Check that the time-sync calibration was performed before the scan. If it was not, the color offset is unfixable in post.
  3. If colors are present but washed out or too dark, the issue is video exposure. This is a field issue, not a processing fix. Future scans should avoid strong direct light sources or dark interiors without supplemental lighting.
LCC model appears blurry
Single-direction scan path, camera lens issue, or mismatched video file
  1. Confirm the panoramic camera video matches the collected point cloud project and is stored at the correct path.
  2. Inspect the camera lens. The button on the panoramic camera must face outward. A reversed lens produces permanently blurred output.
  3. Confirm the lens is not blocked by RTK cables, a case, or debris.
  4. Review the scan path. Single-direction linear paths produce insufficient multi-angle material for reconstruction. The scan must include S-patterns, spirals, and multiple passes from different angles.
  5. Update LCC Studio and the Viewer to the latest version. Reconstruction algorithms have improved significantly across recent releases.
3DGS model has cloudy or foggy artifacts in high-contrast areas (indoor/outdoor transitions, windows)
Drastic light change between interior and exterior during capture, or camera exposure mismatch across environments
  1. In LCC Studio, enable Exposure Optimization during processing when the scan dataset contains both indoor and outdoor environments. This setting compensates for camera exposure differences between interior and exterior zones.
  2. Set the PPR setting to Normal. This reduces cloud artifacts in high-contrast transitions.
  3. For future scans, turn sideways (one lens facing in, one lens facing out) when passing through doors that connect interior and exterior spaces, and slow down significantly during the transition.
LCC mesh export looks poor quality
The standard exported mesh is generated for collision detection, not visual output
Use mesh_raw.ply instead of the default mesh export. The simplified collision mesh is not intended for geometric accuracy or visual presentation. mesh_raw.ply is the unsimplified version suitable for technical use.
After cropping in LCC Studio, the view still cannot pass through the cropped area
Visual geometry removed but collision mesh not cleared (known current limitation)
Export the collision mesh as PLY (available in Editor version 1.8.1 and later). Edit or delete the collision volume in any third-party 3D tool. Re-import if needed. This limitation is on the XGRIDS roadmap for correction in a future release.
LCC model appears blurred when viewed on the web interface
Expected rendering quality reduction across delivery platforms
This is expected behavior. Rendering quality decreases in this order: desktop client, then local web viewer, then mobile web viewer. For highest fidelity review, use the LCC Studio desktop Viewer. For client delivery where quality impression matters, review the web version before sending the link and set client expectations accordingly.
Phase 5

Export and Software

Symptom
Most Likely Cause
Fix
LAS-to-RCP or E57 conversion fails, hangs, or crashes silently
LAS filename too long, or wrong pose file selected
  1. Shorten the LAS filename to 20 characters or fewer. This is the most common cause and is not shown as an error message.
  2. For E57 export: if the data has no absolute coordinates, use pose.csv. If the data has absolute coordinates (RTK or GCP), use pose_no_offset.csv. Selecting the wrong file produces a failed or empty export without a clear error.
LCC Studio prompts "Invalid data directory" when setting save path
Save path contains disallowed characters
The save path may only contain uppercase letters, lowercase letters, digits, hyphens, underscores, and periods. Spaces are not allowed as of version 1.6.1. Rename the folder to remove spaces and special characters, then reselect the path.
LixelStudio displays a blank white screen after launch or after creating a new project
Missing or outdated system libraries, or OpenGL version below 4.0
  1. Update the Visual C++ Redistributable libraries from Microsoft. Search for "latest supported vc redist" on the Microsoft support site.
  2. Update the NVIDIA GPU driver. LixelStudio does not support AMD graphics cards.
  3. Open the LixelStudio installation directory and run contextinfo.exe. Confirm the OpenGL version is 4.0 or higher. If it is lower, a GPU driver update or hardware change is required.
  4. Disable Core Isolation in Windows Security settings. This setting can block OpenGL initialization on some configurations.
LixelStudio installed on C: drive causes permission errors
Administrator permissions required for C: drive operations
Reinstall LixelStudio on a non-system drive (D:, E:, etc.). C: drive installations require elevated permissions for many processing operations and produce intermittent failures that are difficult to diagnose. Always install LixelStudio and store project data on a dedicated non-system drive.
LCC Studio shows "network not available" or fails to create/process models
The website-downloaded LCC Studio is the online version and requires a network connection for specific operations
  1. LCC Studio (online version) requires an active network connection when creating a model, starting processing, uploading developer data, and creating share links. These operations will fail without network access.
  2. Viewing previously generated models does not require a network connection. Use View mode in LCC Studio to open and interact with completed models offline. All functions except publishing are available in View mode without network.
  3. If a corporate firewall blocks the LCC authentication endpoint, contact your IT administrator and request that the XGRIDS domain be added to the firewall allowlist. Contact XGRIDS for the specific domains and ports required if your IT team needs them.
  4. For environments that prohibit any network connectivity (security-sensitive facilities), the standalone LCC Viewer V1.10.0 opens .lcc files stored locally with no network connection, no login, and no server communication. It does not support network drives. Download from xgrids.com/intl/support/download. Note: LCC Viewer is no longer being updated.

Problem not listed here, or the fix did not resolve the issue? Contact XGRIDS Technical Support directly.

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