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R1 Troubleshooting

Updated

Overview

This guide covers the most common issues with the iGuide PLANIX R1 camera and PLANIX app: Wi-Fi connection problems, upload failures, battery issues, scan errors and compass calibration. Each section gives step-by-step fixes to get your camera capturing again quickly.

In this Article

  • Fixing PLANIX R1 Connection Issues
  • Troubleshooting
  • Frequently Asked Questions
  • Related Articles

Fixing PLANIX R1 Connection Issues

If you can’t connect to the PLANIX R1, or it disconnects unexpectedly, work through these steps in order. Most connection issues are fixed in Step 1. For first-time setup, see How to Connect to the R1.

Step 1: Restart your devices and check your settings

  1. Power off the PLANIX R1, wait, then power it back on. Restart your phone or tablet as well.
  2. Turn on Airplane Mode, then turn Wi-Fi back on. Keep Airplane Mode active while you reconnect.
  3. Turn off mobile/cellular data if your device allows it. This stops your device from switching networks.
  4. Turn off any active VPN. VPNs can interfere with the connection.
  5. If the camera connects but disconnects unexpectedly, switch Wi-Fi bands (2.4 GHz ↔ 5 GHz). See Survey Settings.

Open the PLANIX app and try connecting again.

Step 2: Test with a different mobile device

If the PLANIX R1 still won’t connect, test it with another phone or tablet. This tells you whether the problem is with the camera or your device.

  1. Install the PLANIX app on a second phone or tablet and sign in.
  2. Connect the PLANIX R1 from the second device.
  3. If it connects, the problem is likely with your original device’s settings, OS version or hardware. Check that the device is supported and up to date.
  4. If it still won’t connect, continue to Step 3.

Step 3: Reset the PLANIX R1’s Wi-Fi

  1. On the right side of the camera, press and hold the 0 and M buttons together for 5 seconds.
  2. Press the camera button below the LCD display.
  3. Restart Wi-Fi by clicking the Wi-Fi button on the top left.
  4. On your mobile device, confirm the camera’s SSID (shown on the QR code screen) is broadcasting.
  5. Reconnect to the camera.

Step 4: Forget and reconnect the camera

If you still can’t connect, remove the camera completely and add it again.

  1. Open your device’s Wi-Fi settings and forget the PLANIX network.
  2. In the PLANIX app, go to Devices → tap the three dots → Delete.
  3. Power off the PLANIX R1, wait, then power it on again.
  4. Reconnect the camera as a new device.

Note: Do not delete the PLANIX app. All project data will be lost.

Troubleshooting

Camera connection error on some Android phones (Xiaomi 17)

Some Android phones, including the Xiaomi 17, can’t connect to the PLANIX R1 through the app while the phone is on a 6 GHz Wi-Fi network and the camera is on 5 GHz. You may see a Camera connection error, or the app keeps asking you to reconnect even after you tap Retry or scan the QR code again. Your camera is working normally. The problem comes from the phone.

Use any one of these fixes:

  • Connect manually: On your phone, go to Settings → Wi-Fi, choose the camera’s network (e.g., PLANIX-XXXXXXXX.osc) and enter the password from the camera’s base label. Then go back to the PLANIX app. See Manual Connection Method.
  • Disconnect from other Wi-Fi first: In Settings → Wi-Fi, disconnect from your home or office network, then connect to the camera in the app.
  • Switch the camera to 2.4 GHz: See Step 1 above.

If you’re still having trouble, contact iGuide Support. Include your phone’s make and model, the camera’s serial number, and what the app showed when it failed.

Not hearing the second tone after a scan

If you hear the first beep but not the second “duh-doo” tone, Noise Reduction is probably on. With Noise Reduction enabled, the second tone is silent. This is normal.

To hear both tones, set HDR mode, turn off Noise Reduction, and make sure your phone volume is up. See R1 Camera Settings for where to find these settings, and How to Use the R1 Camera for what each tone means.

Uploading a project via smart device browser

  1. Turn off the PLANIX R1 and connect your device to reliable Wi-Fi.
  2. Open a browser and go to manage.youriguide.com.
  3. Sign in and select + Create iGuide.
  4. Enter the property details (industry, package, add-ons, address).
  5. Click the Drag and drop exported Stitch TAR box.
  6. Go to PLANIX → [project folder] → _Export and select stitch.tar.
  7. Click Create iGuide to start the upload.

Important: Do not switch apps or let the screen turn off until the upload reaches 100%.

For other upload options, see How to Upload Projects with the R1.

Battery not charging

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

  1. Use the original charger (USB cable and power block) supplied with the PLANIX R1.
  2. Confirm the battery isn’t already fully charged by inserting it into the PLANIX R1.
  3. Push the battery firmly into the charger until it clicks.
  4. If the charger’s metal pins sit too far back, gently pull them forward (see image below).
  5. If the battery’s metal contacts look recessed, lift them outward.
Picture

If charging still fails, contact iGuide Support.

Failed scans or missing data during export

If a scan fails and the image doesn’t fully transfer to your device, the PLANIX app will notify you and let you retake the scan.

To reduce the chance of failed scans:

  • Use the 5 GHz Wi-Fi band when available.
  • Keep your PLANIX R1 updated with the latest firmware. See How to Update the R1 & Theta Firmware.
  • Stay close to the camera during scans.
  • Avoid older or unsupported smart devices.

Frequent Connection issues

If your PLANIX R1 won’t connect or keeps disconnecting, the Theta firmware on your camera may be out of date. Cameras built in 2024 and 2025 shipped with Theta firmware 2.62.1, and plugin 1.7.0 needs Theta firmware 2.80.2 or later to connect reliably. Your camera is working normally. It just needs the Theta update.

To fix it:

  1. Check your camera’s Theta firmware version.
  2. If it’s older than 2.80.2, update the Theta firmware. See How to Update the R1 & Theta Firmware.
  3. Restart the camera and reconnect in the PLANIX app.

If you’re still having trouble, contact iGuide Support. Include the camera’s serial number, its Theta firmware version and what the app showed when it failed.

Compass calibration fails

Move away from metal doors, frames, garages, vehicles or magnets and try again. If it still fails, power the camera off and back on, then recalibrate. For full calibration steps, see PLANIX R1 Camera Compass Calibration.

Note: A failed calibration won’t block your project. You can still capture, upload and publish, but North may need to be corrected afterward.

North is incorrect on a published iGuide

You can adjust the compass angle in the iGuide Portal. See Customizing the 3D Tour From the iGuide Portal.

Sending PLANIX app logs to iGuide Support

  1. Disconnect the PLANIX R1 from your device and open the PLANIX app.
  2. Tap Settings in the bottom-right corner.
  3. Scroll down and tap the upload icon beside Share logs to Support team.
  4. Save the file. Then attach it to a support ticket or send it via SharePoint or Google Drive.
Submitting iGUIDE App Logs 2 of 2.PNG

Sending camera logs to iGuide Support

  1. Turn on the camera and confirm it appears under the Devices tab.
  2. Tap the three dots next to the camera and select Share Camera Logs.
  3. Wait for the log file to download.
  4. Attach the file to your support ticket.
IMG_1825.jpg

For hands-on troubleshooting help, call the iGuide Support toll-free number anytime.

Frequently Asked Questions

Q: Should I delete and reinstall the PLANIX app to fix a connection problem?
A: No. Deleting the PLANIX app erases all project data. Instead, forget the PLANIX network and reconnect the camera as a new device (Step 4 above).

Q: Which Wi-Fi band should I use with the PLANIX R1?
A: Use 5 GHz when available to reduce failed scans. If the camera disconnects unexpectedly, try switching between 2.4 GHz and 5 GHz. On some Android phones, such as the Xiaomi 17, switching the camera to 2.4 GHz fixes connection errors.

Q: How do I switch the PLANIX R1 between 2.4 GHz and 5 GHz?
A: Connect to your camera in the PLANIX app and open Survey. Tap the hamburger menu in the top-left corner, select Settings, then under Camera Settings choose a Wi-Fi Band. 2.4 GHz gives better range and 5 GHz gives better performance. See Survey Settings.

Q: Which phones and tablets can I use with the PLANIX app?
A: The PLANIX app is available for iOS and Android. iPhone requires iOS 15.8 or later, and iPad requires iPadOS 15.8 or later. Download the app from the Apple App Store or Google Play Store. See How to Download the PLANIX App.

Q: Will a failed compass calibration stop my project?
A: No. You can still capture, upload and publish your iGuide. North may need to be corrected afterward in the iGuide Portal.

Q: How do I find my camera’s serial number?
A: The serial number is on the bottom of your camera and begins with MS, MX or R1. You can also find it in the PLANIX app: connect to your camera, open Survey, tap the hamburger menu, select Settings and scroll to the bottom. See Survey Settings.

Q: What should I include when I contact iGuide Support?
A: Include your phone’s make and model, the camera’s serial number, what the app showed when the problem happened, and your PLANIX app and camera logs. The more information we have, the quicker we can help!

Q: My R1 keeps disconnecting even after all the troubleshooting steps?
A: Your R1 may be running an older firmware. Update it and reconnect. See How to Update the R1 & Theta Firmware.

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