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A common situation is that the control computer's IP address overlaps with the block assigned to the scan heads. In this case, the conflict scan head will show up in JSConfig, (seemingly) respond to pings but fail to connect in JSDiag. You must change the IP address of the control computer not to conflict with a scan head. 

 

No scan heads show up at all in JSConfig. 

Most likely, there is a network firewall active on your computer, silently discarding all network packets that the scan heads send in response to a discovery request sent by JSConfig. Please see the note in the JSConfig manual on how to disable the firewall temporarily. JSDIag and custom software communicating with the scanners will work fine, as they do rely on a different network mechanism.