Troubleshooting

Quick solutions for common Lixel K2 issues.

Power and Battery

Device Won't Power On

1. Check the battery — is it clipped in fully?
2. Charge the battery — try a full charge
3. Clean the contacts — check the power interface for dirt or damage
4. Cross-test — try the second battery to isolate device vs. battery

Battery Shows 0% or Won't Charge

1. Check that the charger, cable, and outlet work — cross-test with the other battery
2. Inspect the battery and device interfaces for damage or debris
3. Restart the device, exit the app, and re-pair
4. If one battery charges fine and the other doesn't, replace the faulty battery; if neither works, contact support with your device serial number

Battery Care

• Fully charge batteries after each day of use
• Recharge a fully depleted battery within 3 days — deep-discharge damage is irreversible and not covered under warranty
• Top up stored batteries at least every 3 months
• Expected lifespan: 300–500 charge cycles before capacity drops to 70–80%

Connectivity

LixelGO Won't Connect

1. Update LixelGO to the latest version
2. On your phone, enable Location services, hotspot, and Bluetooth
3. In hotspot settings: make the SSID visible and turn off any VPN
4. Use a simple alphanumeric hotspot password; try the 5 GHz band
5. If the device gets an IP in the wrong format (X.X.1.X), restart your phone's hotspot or reboot the phone

Phone Can't Find the Device

1. Try the Wi-Fi list on another phone to isolate the issue
2. In LixelGO: Settings → Device Region → Connect Device, select the device's Bluetooth ID and region, then restart the device and reconnect

"Device Signal Lost" During Scanning

1. Check for Wi-Fi interference (the device keeps scanning fine when not connected to the app)
2. Try switching the hotspot to 5 GHz, or use Flash Connect Mode
3. Keep the phone within range and prevent the screen from sleeping

Data Transfer Issues (USB)

• Clean the USB port and use a certified cable — avoid hubs and adapters
• Restart both the device and the computer
• Temporarily disable antivirus software during large copies
• Use a file-verification tool (e.g., TeraCopy) to confirm copy integrity
• Tablets are not supported for data transfer — use a computer

RTK Issues

The K2's RTK is built in, so there is no external module to reseat — most RTK problems are configuration or network related.

Reading the Status Indicators in LixelGO

"RTK Invalid" Reported During Processing

Even if the RTK indicator was green during capture:

1. Confirm LixelGO showed 10+ satellites and a Fixed status
2. After fixing, walk more than 10 meters before relying on the trajectory
3. Keep the device tilt within 20° while moving

Scanning Issues

"Record-Only Mode" Warning

The environment is too degraded (featureless, repetitive, or extremely narrow) for live SLAM display. Data is still being saved.

1. Stop recording as soon as practical — never continue more than 20 minutes in this mode
2. Post-process with Robust Mode enabled
3. If processing still reports "too few effective points" or "trajectory drift," adjust the mapping end time in the project's advanced settings to trim the drifted portion

Poor Point Cloud Quality

App Shows "Device not in activatable region" (or status 316aa)

The device's serial number is region-locked and doesn't match its current location, app version, or an active VPN:

1. Disable any VPN on your phone
2. Make sure you installed the correct regional version of LixelGO
3. Contact your sales representative to resolve region restrictions

Device Bound by Another User

1. Log out of the current account in the app and log back in
2. Device bindings cannot be transferred by unbinding — the account is linked to activation and warranty records. Contact support if you need help with account access.

Software Issues

LixelStudio License Activation Failed

• Verify the serial number is complete and typed exactly (watch for 0/O and 1/l) — retrieve the full SN via LixelGO
• Ensure the computer is online with correct system time (offline activation is available via the XGRIDS license-file page)
• Loan/demo units do not qualify for license activation
• If a valid, unused code still fails, contact support — do not burn a second code

LixelStudio Won't Launch or Shows a Blank Window

1. Don't run it over remote-desktop software or on a virtual machine / server — both are unsupported
2. Install the latest Microsoft Visual C++ redistributable (fixes combase.dll / MSVCP140_1d.dll errors)
3. Update your NVIDIA driver — AMD and Intel GPUs are not supported
4. Verify OpenGL 4.0+ support
5. Set the app to High Performance in Windows graphics settings

Processing Fails, Times Out, or Runs Out of Memory

• Recommended workstation: 64 GB+ RAM, NVIDIA RTX GPU with 12 GB+ VRAM (24 GB for complex projects), 1 TB+ free SSD space
• Reserve at least 5× the project folder size in free disk space; don't store projects on the C: drive
• Set Windows power settings to never sleep, and close other memory-heavy applications
• If your computer has two discrete GPUs, disable one — LCC does not support multi-GPU operation

LCC Reconstruction Failures

Also note: LCC needs scans longer than 1 minute (3+ minutes if LixelStudio post-processing is also planned).

LCC Can't Log In ("Network is not available")

Corporate firewalls must allow https://*.xgrids.com (at minimum https://api-gw.xgrids.com) on port 443.

Physical Damage

• Do not attempt repairs
• Document the damage with photos
• Contact support with your warranty card info

Contact Support

If issues persist:

• Email: support@splatlabs.ai
• Include: Serial number, a description, and a short video of the fault if possible
• Attach: Screenshots, error reports, or log files if relevant
• Response time: Usually within 24 hours