Troubleshooting & FAQ

Installation & Licensing

Windows SmartScreen blocks the installer

Windows may show "Windows protected your PC" on first launch. Click More info, then Run anyway. This happens because the app is new and hasn't built up a reputation with Microsoft's SmartScreen filter yet. The app is safe.

License activation fails

• Check your internet connection — activation requires a one-time online check.
• Verify the key — make sure you copied the full key with no extra spaces. It should be in the format XXXX-XXXX-XXXX-XXXX.
• Already activated on 2 machines? Each license allows 2 computers. Deactivate one from the Settings page (gear icon in the sidebar) before activating on a new machine.

How do I move my license to a new computer?

Open Settings (gear icon in the sidebar), click Deactivate License, then install NetMap Pro on the new computer and activate with the same key.

How do I update the app?

NetMap Pro checks for updates automatically on launch. When an update is available, you'll see a notification in the app. Download the new installer and run it — your projects and settings are preserved during the update.

Network Scanning

Scan finds no devices

• Check your network connection — make sure your laptop is actually connected to the target network (wired or Wi-Fi).
• Verify the subnet — the auto-detected subnet should match the network you're scanning. If your laptop is on 192.168.1.x but the devices are on 10.0.0.x, you'll need to be on the same subnet.
• Try a wired connection — some Wi-Fi networks isolate clients from each other (client isolation / AP isolation). Ethernet bypasses this.
• Check Windows Firewall — NetMap Pro needs to send ARP and ICMP packets. If the firewall blocks these, the scan will fail. Try temporarily disabling the firewall to test.

Scan finds some devices but not all

• Devices must be powered on — the scanner can only find devices that are online. Use the Phone Companion to capture MAC addresses from powered-off devices by photographing their labels.
• Some devices block discovery — certain devices disable ICMP ping or don't respond to ARP. Try running Connection Doctor on known IPs to check connectivity.
• VLANs — devices on a different VLAN won't appear in the scan. You'll need to either scan from that VLAN or add those devices manually.
• Run the scan again — some devices are slow to respond. A second scan often picks up stragglers.

How long does a scan take?

A typical /24 subnet (254 addresses) takes 15–45 seconds depending on how many devices respond and your network speed. Larger subnets take proportionally longer. The ARP/ping phase is fastest (a few seconds); the SSDP, mDNS, and HTTP phases each add a few more seconds as they wait for responses.

Can I scan multiple subnets?

NetMap Pro scans one subnet at a time. If a job site has multiple VLANs or subnets, create a separate project for each, or connect your laptop to each subnet in turn and scan into the same project — new devices are added, existing ones are updated.

Router Integration

UniFi: "Connection refused" or login fails

• Check the URL — for UDM/UDM Pro, use https://192.168.1.1. For software controllers, use https://controller-ip:8443.
• Use a local account — cloud-only accounts (ui.com SSO) may not work with the local API. Create a local admin account on the controller.
• Self-signed certificate — NetMap Pro verifies TLS by default. If your local controller uses a self-signed cert, enable the insecure fallback option for that session, then retry.

eero: verification code never arrives

• Check your spam/junk folder.
• Make sure you're using the correct email — the one tied to the eero app.
• Wait 60 seconds and request a new code.
• eero codes expire after a few minutes — enter it promptly.

eero: session expired

eero cloud sessions expire after a period of inactivity. If you see an authentication error, go back to the Router Config tab and re-authenticate with a new verification code. This is normal eero behavior.

eero: target network does not appear in list

NetMap Pro only lists networks visible to the currently authenticated eero account. In installer/Insight workflows, the customer network may not appear until assignment/linking is finished.

• Sign in with the account that currently has network access.
• Finish network assignment/linking in eero, then reconnect in NetMap Pro.
• If needed, click Disconnect and authenticate again to refresh the network list.

Araknis: push fails or times out

• Verify the router IP — open the Araknis web UI in your browser to confirm it's reachable.
• Check credentials — the username and password must match the Araknis admin login.
• Firmware version — older Araknis firmware may have a different web interface layout. Make sure the router firmware is reasonably up to date.

Preflight blocks the push

If preflight flags duplicate reserved IPs or invalid entries, fix those devices first. The push is intentionally blocked to prevent bad router writes.

Need to roll back a push

Use Undo Last Push in Router Config (supported on UniFi and Araknis). For eero, correct entries and re-push.

What happens when I "Pull" reservations?

Pulling imports existing DHCP reservations from the router into your project. Here's how it handles conflicts:

• New MAC address — a new device is created in your project with the name, MAC, and IP from the router.
• MAC already exists in project — the existing device is updated with the reserved IP from the router. Names and other fields you've already set are not overwritten.
• No duplicates — pulling never creates duplicate entries for the same MAC address.

Connection Doctor

Ping fails but the device is on the network

Some devices disable ICMP ping responses for security. This is common on Crestron processors, enterprise switches, and some IP cameras. A failed ping doesn't necessarily mean the device is unreachable — check the Port Discovery results to see if the device has open ports.

Port Discovery finds no open ports

• The device may be behind a firewall or NAT that blocks port scanning from your subnet.
• The device might only listen on non-standard ports not in the scan list.
• If the device is offline, all port checks will fail — verify with ping first.

"No specific ports to check" for a device

This means NetMap Pro couldn't match the device's manufacturer to its built-in list of manufacturer-specific control ports. The general Port Discovery scan (30+ common ports) still runs regardless. You can identify the device's ports from the Port Discovery results and verify control connectivity manually.

Phone Companion

QR code won't scan

• Increase screen brightness on the laptop.
• Make sure the phone camera has QR scanning enabled (most modern phones support this natively).
• Try a dedicated QR scanner app if the built-in camera doesn't work.

Phone can't connect after scanning QR

• Same network required — both devices must be on the same Wi-Fi network.
• Firewall — Windows Firewall must allow inbound connections on TCP port 8080. The installer creates this rule automatically, but if you've reset your firewall rules, you'll need to add it manually: Windows Firewall → Inbound Rules → New Rule → Port → TCP 8080 → Allow.
• Client isolation — some enterprise APs block device-to-device traffic. Try a different network or use a mobile hotspot.

Changes not syncing between phone and laptop

• Sync happens every 2.5 seconds — wait a moment after making changes.
• If the phone screen turns off or the browser goes to the background, sync pauses on most phones (especially iOS). Keep the screen on while actively using it.
• Refresh the page on the phone if sync seems stuck.
• Check that the Wi-Fi connection hasn't dropped.

Can multiple phones connect at once?

Yes. Any device on the same network can scan the QR code and connect. Multiple phones can sync simultaneously — useful for larger crews.

OCR misreads the MAC address

• Get closer to the label — fill the frame with the text.
• Avoid glare from overhead lights — tilt the phone slightly.
• Use the phone flashlight in dark rack rooms.
• OCR recognizes common formats: AA:BB:CC:DD:EE:FF, AA-BB-CC-DD-EE-FF, and AABBCCDDEEFF (no separators).
• If the label has both a MAC and a serial number, make sure the OCR picked the right one — MAC addresses are always 12 hex characters.

Exporting & Reports

PDF looks wrong or has browser headers/footers

In the print dialog (Ctrl+P), uncheck "Headers and footers" for a cleaner PDF. In Chrome, this is under "More settings." The report is designed to fill the page without browser chrome.

Can I export only some devices?

The device report exports all devices in the current project. To export a subset, you can filter the device table by type or status before exporting — only visible devices are included in the report.

Where is the Closeout Pack export?

In Devices, open Export and choose Closeout Pack. This creates a ZIP bundle with handoff-ready exports.

CSV opens with garbled characters in Excel

The CSV is exported in UTF-8 encoding. If Excel shows garbled characters for special symbols, open Excel first, then use File → Open (not double-click) and select "UTF-8" as the encoding in the import wizard. Google Sheets handles UTF-8 automatically.

Data & Storage

Where are my projects stored?

Projects are saved as JSON files in the projects/ folder inside the NetMap Pro installation directory. Each project is a single .json file named after the project.

How do I back up my projects?

Copy the projects/ folder to a backup location (USB drive, cloud storage, etc.). To restore, copy the files back. Each .json file is a complete, self-contained project.

Do snapshots back up with my project?

Yes. Snapshot history is saved inside each project JSON file, so copying project files preserves snapshot compare checkpoints.

Can I move projects to another computer?

Yes. Copy the .json project files from the projects/ folder on one computer to the same folder on another. The projects will appear in NetMap Pro on the new machine.

Does uninstalling delete my projects?

The uninstaller removes the application but preserves the projects/ folder. Your data is safe. If you want a completely clean removal, manually delete the installation folder after uninstalling.