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R1 Troubleshooting

Updated

Overview

This guide walks through the most common issues encountered with the iGUIDE PLANIX R1 camera and PLANIX app, including Wi-Fi connection problems, upload failures, battery and firmware issues, scan errors, and compass calibration. Each section provides clear, step-by-step fixes to get your camera back to capturing quickly.

It also covers official support guidance such as R1 audio cues, Noise Reduction behavior, and Wi-Fi reset instructions, helping operators resolve issues in the field and keep iGUIDE projects running smoothly without delay.

 

In This Article

How to 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

Trouble Connecting to the R1 Camera

  1. Turn on Airplane Mode
  2. Re-enable Wi-Fi while Airplane Mode is active
  3. Disable mobile/cellular data to prevent network switching.

Unable to Connect to the R1 at All

  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 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.

Common Wi-Fi Connection Issues

  1. Enable Airplane Mode, then turn Wi-Fi back on
  2. Disable mobile data if your device allows
  3. If disconnected unexpectedly, switch Wi-Fi bands (2.4 GHz ↔ 5 GHz)
  4. Disable any active VPN, as it can interfere with the connection

R1 Sounds

Beep!

  • Beep-Capture is complete; you may safely move the camera.

Duh-doo!

  • Duh-doo- Shoot button is reactivated and ready for the next scan.  

The time between the beep and the duh-doo reflects processing delay

Note: With Noise Reduction enabled, the second tone is silent. To verify both tones, set HDR mode, disable Noise Reduction, and ensure your phone volume is up. 

Uploading a Project Via Smart Device Browser

  1. Turn off the 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. Navigate 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%.

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:

  1. Use the original charger (USB cable and power block) supplied with the R1
  2. Confirm the battery isn't already fully charged by inserting it into the R1
  3. Push the battery firmly into the charger until it clicks
  4. Gently pull the charger's metal pins forward if they sit too far back (See image below)
  5. Lift the battery's metal contacts outward if they appear recessed
  6. If charging still fails, contact iGUIDE Support.
Picture

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 Wi-Fi band when available
  2. Keep your R1 updated with the latest firmware
  3. Stay close to the camera during scans
  4. Avoid older or unsupported smart devices.

How to Submit iGUIDE App Logs

  1. Disconnect the 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 to your preferred location. Send the file via SharePoint, Google Drive, or attach it to a support ticket
Submitting iGUIDE App Logs 2 of 2.PNG

How to Submit Camera Logs

 
  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

R1 Compass Calibration

The compass orients your project in iGUIDE and determines the correct North direction on the Site Plan. Calibration issues usually occur when the camera is exposed to metal or magnetic interference.

  1. Hold the camera upright in your hand
  2. Move it in a figure-8 motion until the icon turns gray

Troubleshooting Calibration Issues

  1. Move away from metal doors, frames, garages, factories, or magnets
  2. Power the camera off and on, then retry calibration

Note: Calibration failure is not blocking — the project will still function normally.

Important Notes

  • Contact the iGUIDE Support Toll-Free number anytime for hands-on troubleshooting assistance.

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