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R1 Troubleshooting

Updated

Overview

This article provides a comprehensive guide to troubleshooting common issues with the iGUIDE PLANIX R1 camera and PLANIX app. It covers Wi‑Fi connection problems, upload issues, battery and firmware troubleshooting, scan failures, tagging errors, and other known behaviors. It also includes additional official support content such as R1 audio cues, Noise Reduction behavior, and Wi‑Fi reset instructions found in the Help Center.
 

In This Article

How Do I Reset the PLANIX R1's Wi-Fi? 

  1. Turn on the camera by pressing and holding the power button for 3 seconds.
  2. Press and hold the “O” button for 3 seconds.
  3. Press and hold the “M” button for 3 seconds.
  4. The Wi‑Fi SSID and password will reset to factory defaults.

Trouble Connecting to the R1 Camera

If your smart device has trouble staying connected:

  1. Turn on Airplane Mode.
  2. Turn Wi‑Fi back on while Airplane Mode is active.
  3. Disable mobile/cellular data if possible.

This prevents your device from switching networks.

Unable to Connect to the R1 at All

If connection fails entirely:

  1. Open smart device Wi‑Fi settings.
  2. Forget the PLANIX network.
  3. Open PLANIX app → Devices → tap three dots → Delete.
  4. Power off the R1, wait, then power on again.
  5. Reconnect as a new device.

NOTE: DO NOT delete the PLANIX app from your device. All of your project data will also be deleted.

Common Wi-Fi Connection Issues

Some issues can happen because your smart device expects an internet connection, but the R1 camera doesn’t provide one. When this happens, your device may disconnect from the R1’s Wi-Fi on its own or start redirecting any web addresses you type through your mobile data connection instead. To help with this we suggest: 

  1. Enable Airplane Mode, then enable Wi‑Fi.
  2. On some devices, disable mobile data.
  3. If the connection stops unexpectedly, return to a known-good connection location and switch Wi-Fi bands (2.4 GHz ↔ 5 GHz).

R1 Sounds

When operating your iGUIDE camera system, audible tones provide key feedback during the scanning process. These sounds help guide workflow and ensure that you only move at appropriate times. 

Beep!

  • Beep is the first tone after clicking the capture button. This tone indicates that the capture is complete. You may now safely move the camera, doing so will not affect the image or lidar data.
  • Note: Data processing may still happen in the background even though capture is done.

 

Duh-doo!

  • Duh-doo is the second tone after clicking the capture button. This tone means the shoot button is reactivated, and the system is ready for the following scan. At this point, the preview image will become visible.  

 

Combined Audio

By comparing the time between the beep and the duh-doo, you can assess the processing delay between scan completion and camera readiness for the following capture.

 

 

Important Note on Noise Reduction (NR) 

  • When Noise Reduction is enabled, the second tone (duh-doo!) will not be heard.
  • To verify both tones, test using the following setup:
    • Set the camera to HDR mode.
    • Disable Noise Reduction.  

    • Ensure your phone volume is up and Silent/Do Not Disturb is turned off. 

       

 

Uploading a Project Via Smart Device Browser

If a project is stuck in “Uploaded” in the PLANIX app and won’t upload again, you can manually upload it through your smart device’s browser.

  1. Turn off the R1 camera and connect your device to a reliable Wi‑Fi network.
  2. Open a browser on your device and go to manage.youriguide.com.
  3. Sign in and select + Create iGUIDE at the top of the page.
  4. Enter the property details (industry, package, add‑ons, and address).
  5. Click the grey Drag and drop exported Stitch TAR box to open your device’s file picker.
  6. Navigate to the PLANIX folder and open your project folder.
  7. Open the Export folder inside it.
  8. Select the stitch.tar file.
  9. Once the file appears on the page, click the blue Create iGUIDE button to start the upload.

Important:
Do not switch apps or let your screen turn off during the upload. Wait until the progress reaches 100% before closing the browser.

Battery Not Charging

If your battery shows a blinking red light, a solid red light, or no light at all when charging, try the following steps:

  • Use the original charger.
    Ensure you are using the USB cable and power block that came with the R1. Third‑party chargers will not work correctly.
  • Check if the battery is already charged.
    A fully charged battery may still trigger a red light. Insert it into the R1 to confirm its charge level.
  • Make sure the battery is fully seated.
    Push the battery firmly into the charger until it clicks into place.
  • Adjust charger contacts if needed.
    The metal pins in the charger sometimes sit too far back. Use a small tool to gently pull them forward so they can make proper contact with the battery.
Picture
  • Check the battery’s metal contacts.
    If the contacts are recessed, gently lift them outward using a small tool.

If the battery still does not charge after these steps, please contact iGUIDE Support.

Failed Scans or Missing Data During Export 

If a scan fails and the image does not fully transfer to your device, the PLANIX app will notify you and allow you to retake the scan. 

To reduce the chance of failed scans: 

  1. Use the 5 GHz WiFi band on your device if available. 
  2. Keep your R1 updated with the latest firmware. 
  3. Stay close to the camera while capturing scans. 
  4. Avoid using older or unsupported smart devices. 

How to Submit iGUIDE App Logs

  1. With the PLANIX R1 disconnected from your device, open the iGUIDE PLANIX App on the smart device.
  2. Select “Settings” in the bottom right corner of the App screen (Image below).
  3. Within the “Settings” screen, scroll down to the bottom and select the upload icon beside “Share logs to Support team” (see image below).
  4. Save the file in the location of your choosing.
  5. Send the file via file share (SharePoint, Google Drive, etc.) to our Product Support team by creating a ticket or by responding to an already open ticket with our Support team.
Submitting iGUIDE App Logs 2 of 2.PNG

 

Important Notes

  • If you ever run into an issue or need assistance with the R1 camera remember you can always call the iGUIDE Support Toll Free number to speak with a member of the Support Team to help you troubleshoot any problem. 

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