Leica Laser Scanner and FIELD 360 Troubleshooting

Fixes for Leica laser scanner problems (RTC360, BLK360, BLK2GO, P-series), the Cyclone FIELD 360 app, and drone LiDAR data, from real support cases. Steps marked Confirmed fix solved the problem for a customer. Related: Software and firmware updates. Back to the Leica Support Library.

Jump to a problem (14)Update RTC360 firmwareRTC360 registration poor on roofs or open areasSet up Cyclone FIELD 360 with a new licenseFIELD 360 app can't connect to the scanner's Wi-FiDownload BLK360 (G1) scans to a PC with no Wi-FiCan't log into Cyclone FIELD 360 after getting a new EIDRTC360 won't connect to the iPad / FIELD 360 after a firmware updateRTC360 doesn't connect to the iPad (first setup)RTC360 'hangs' during the photo part of a scan, or scans take twice as longNew scanner firmware: scans won't import into Register 360Scans deleted from the RTC360 and USB; only the FIELD 360 job on the tablet remainsCan P-series scanners (P40/P50) use FIELD 360?Ground-to-roof links fail or are inaccurate (multi-storey)FIELD 360 won't accept the EID because it's already registered to another Cyclone Cloud account
Try these first. Start with the basics for any Leica software or license problem: restart the software and the computer; update the software, the license manager (CLM), Windows and graphics drivers, and scanner firmware so versions match; check the project, temp and export drives have free space (about 1.5 times the project size, about 3 times for E57 export); and open CLM to confirm the right EID is active.

Update RTC360 firmware

Applies to: RTC360

  1. Confirmed fixCopy the firmware file to the RTC360 USB stick, insert it, power on, tap the menu (top right) > Firmware Update.

RTC360 registration poor on roofs or open areas

Applies to: RTC360, Cyclone REGISTER 360

  1. Update scanner firmware and Register 360.
  2. Run the scanner self-calibration.
  3. Add survey targets; higher scan resolution doesn't add range (low/medium reach farther).
  4. Roof vibration (units running) and wind movement throw registration off.
  5. Cyclone CORE uses the full point cloud for cloud-to-cloud; Register 360 uses a subset.

Set up Cyclone FIELD 360 with a new license

Applies to: Cyclone FIELD 360, Leica CLM

  1. Confirmed fixActivate the license in CLM (search 'CLM' in Windows > Add > enter code > Activate).
  2. Confirmed fixCreate a Cyclone Cloud account at portal.cyclone-cloud.com and add the license to it.
  3. Confirmed fixThere's one app login per license, so use a shared alias email the team can access.

FIELD 360 app can't connect to the scanner's Wi-Fi

Applies to: Cyclone FIELD 360, RTC360, BLK360

  1. Connect from inside the app, not the phone's Wi-Fi settings. If previously paired, forget the network in phone settings first.
  2. Enter the SSID with the model prefix (e.g. RTC360-1234567, BLK360-3654128) and the password from the label under the battery door.

Download BLK360 (G1) scans to a PC with no Wi-Fi

Applies to: BLK360 G1

  1. Wi-Fi is the only transfer method for the G1; a USB Wi-Fi adapter works.

Can't log into Cyclone FIELD 360 after getting a new EID

Applies to: Cyclone FIELD 360, Leica CLM

  1. Confirmed fixActivate the new EID in CLM on the PC first.
  2. Confirmed fixLog into the Cyclone Cloud site and add the new license to the account; the app login stays the same.
  3. Confirmed fixA '.key' file is for a sensor (robot or GNSS), not for the office software.

RTC360 won't connect to the iPad / FIELD 360 after a firmware update

Applies to: RTC360, Cyclone FIELD 360

  1. Make sure the RTC360 firmware and FIELD 360 app are both current.
  2. Remove the Wi-Fi network from the iPad and from the app, then reconnect from inside the app.
  3. Hard reset the scanner; reinstall the app.

RTC360 doesn't connect to the iPad (first setup)

Applies to: RTC360, Cyclone FIELD 360

  1. Confirmed fixRegister the EID at portal.cyclone-cloud.com and create the app login.
  2. Confirmed fixInstall and log into FIELD 360.
  3. Confirmed fixConnect to the RTC360's Wi-Fi; the password is inside the battery compartment door and under System Information on the scanner.

RTC360 'hangs' during the photo part of a scan, or scans take twice as long

Applies to: RTC360

  1. Confirmed fixCheck the USB stick's format; NTFS sticks slow the scanner. Reformat to exFAT (per the manual) and retest.
  2. Check the check-and-adjust report: angular accuracy is usually 10-15 arc seconds; around 25 means it should go for calibration.

New scanner firmware: scans won't import into Register 360

Applies to: RTC360, BLK360, Cyclone REGISTER 360 PLUS

  1. Update Register 360 PLUS to the version released with the firmware BEFORE updating the scanner; new-firmware scans won't import into older software.
  2. Firmware and software updates need an active CCP/subscription.
  3. BLK360 G1 is no longer supported by Leica (2025).

Scans deleted from the RTC360 and USB; only the FIELD 360 job on the tablet remains

Applies to: RTC360, Cyclone FIELD 360

  1. Confirmed fixThe FIELD 360 job alone can't rebuild the scans; the data is lost.
  2. Prevention: never delete scanner/USB data until it's imported into Register 360 and checked.

Can P-series scanners (P40/P50) use FIELD 360?

Applies to: P40/P50, Cyclone FIELD 360

  1. Yes. P-series scanners can now connect to FIELD 360 and scan from an iPad (2023).

Ground-to-roof links fail or are inaccurate (multi-storey)

Applies to: RTC360, Cyclone REGISTER 360 PLUS

  1. Shorten link lengths: raise the scanner (Scan&Go Uplift 500) or hang it over the edge (Scan&Go Horizontal).
  2. Check scan density on ground and roof-edge scans; don't rely on Cyclone's link numbers alone.

FIELD 360 won't accept the EID because it's already registered to another Cyclone Cloud account

Applies to: Cyclone FIELD 360, Leica CLM

  1. Confirmed fixFind who in the company registered it and use that Cyclone Cloud login.
  2. Confirmed fixOtherwise Datum asks Leica to reset the EID, or you rents an unregistered software license meanwhile.
Still stuck? Datum Tech Solutions is a Leica Geosystems Authorized Service and Distribution Partner. Send us screenshots or photos, your software or instrument details and what you have tried, and we will work it through with you, and with Leica when a reset or repair is needed. Contact our team.