Below you will find common error codes for the Trios Scanner and possible solutions to fix them.
Trios Error Codes
| Case submission failures | Case submission failed. Please contact Dandy support, or try again later. | ||
| Post processing failures (Case submission) | Post processing this order has encountered an issue. Please contact support for assistance in submitting this order. | ||
| Post processing failures (Place order modal) | Your scans could not finish processing. Return to review and try again, or contact Dandy support. | ||
| Chat connection failures | Failed to initiate chat with a lab tech | ||
| Scanner connection errors | Couldn't connect to the scanner | ||
| Compare scans errors | Failed to load the scan. Please choose another one. | ||
| Patient case errors | Something went wrong and we couldn't load this scan | ||
| Multi-step continuation issues | Not delivered | We cannot continue since the earlier order has not been delivered yet! | |
| Not Eligible (Crown) | Cannot continue from an order that doesn't have a temporary crown, waxup, or matrix. | ||
| Not Eligible (Denture) | Cannot continue from an order that doesn't have a bite rim. | ||
| Not Found | We could not find that order! | ||
| Submitting without scans | Error submitting refabrication without scans: {{error}} | ||
| Submitting refabrication errors | Error submitting refabrication: {{error}} | ||
| Re-use scans | An error occurred when trying to copy one or more scans. | ||
| Scanning state | General errors | Scanning error. Please check your scanner and try again. | |
| Warming | Scanner is warming | ||
| Bite scan issues | AI bite alignment failures | AI-assisted bite alignment failed. Please align the bite manually or try re-scanning | |
| Bite alignment failures | Bite alignment failed. Please rescan the bite or align it manually after scanning is complete. | ||
| "Send to another lab" failures | Post processing this order has encountered an issue. Please contact support for assistance in submitting this order. | ||
| Diagnostic scan cloud sync failures | Saving scan to the cloud failed. Please contact Dandy support, or try again later. | ||
| AI Scan Review failures | General review failures | We encountered an error while reviewing your scans. We recommend retrying the check, and then double-checking your scans before placing your order. | |
| Hole analysis check failures | Analysis failed: {{error}} | ||
| Occlusal clearance check failures | Occlusal clearance check failed | ||
| General review errors | We encountered an error running this check. You can retry or continue without it. | ||
| Gap detection check failures | Scan quality check failed | ||
| Denture gap hole analysis check failures | Denture gap check failed | ||
| Incomplete scan check failures | Missing data check failed | ||
| Margin check failures | Margin identification failed | ||
| Undercut check failures | Undercut check failed | ||
| Anterior clearance check failures | Anterior clearance check failed | ||
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Calibration errors (Trios)
|
code 10 | errorHeadline | Calibration failed |
| errorSummary | It looks like the mirror is giving uneven colours. | ||
| solutionSteps | Clean the glass lens on the black inner tube with a microfibre cloth. Ensure there are no cracks or scratches. | ||
| Clean the mirror tip. Ensure there are no smudges, cracks, or scratches. | |||
| Insert the Calibration Target into the Adapter with the grey side (labelled B) facing up toward the mirror in the tip and try calibrating again. If it doesn't work, try a new clean mirror tip. If the issue persists, contact support below. | |||
| code 11 | errorHeadline | Calibration failed | |
| errorSummary | It looks like the colour balance is off. | ||
| solutionSteps | Clean the glass lens on the black inner tube with a microfibre cloth. Ensure there are no cracks or scratches.", | ||
| "Clean the mirror tip. Ensure there are no smudges, cracks, or scratches. | |||
| Insert the Calibration Target into the Adapter with the grey side (labelled B) facing up toward the mirror in the tip and try calibrating again. If it doesn't work, try a new clean mirror tip. If the issue persists, contact support below. | |||
| code 12 | errorHeadline | Colour calibration mirror test failed | |
| errorSummary | It looks like the mirror may be obstructed. | ||
| solutionSteps | Clean the mirror tip. Ensure there are no smudges, cracks, or scratches. | ||
| Try calibrating again. If it doesn't work, try a new clean mirror tip. If the issue persists, contact support below. | |||
| code 1338 | errorHeadline | 3D Calibration failed | |
| errorSummary | The scanner is disconnected or not plugged in. | ||
| solutionSteps | Check that all of your cables are plugged in. | ||
| Ensure the scanner has a green baselight. If the baselight is off, the scanner is not receiving power. | |||
| Once the scanner baselight is green, try calibrating again. If the issue persists, contact support below. | |||
| code 15 | errorHeadline | 3D Calibration failed | |
| errorSummary | This may be caused by not calibrating your scanner for too long. | ||
| solutionSteps | Please contact support below to resolve this issue. | ||
| code 2 | errorHeadline | 3D Calibration failed | |
| errorSummary | Is the black cylindrical calibration tip mounted on the scanner? | ||
| solutionSteps | Mount the black cylindrical calibration tip onto the scanner with no mirror or protective tip attached. There is a rubber stop, so as soon as you feel some resistance, you are all set. | ||
| Place the scanner on the base with the scanner button facing up toward the ceiling. Then, try calibrating again. If the issue persists, contact support below. | |||
| code 2000 | errorHeadline | 3D Calibration failed | |
| errorSummary | The scanner is disconnected. | ||
| solutionSteps | Check that all of your cables are plugged in. | ||
| Ensure the scanner has a green baselight. If the baselight is off, the scanner is not receiving power. | |||
| Once the scanner baselight is green, try calibrating again. If the issue persists, contact support below. | |||
| code 4 | errorHeadline | 3D Calibration failed | |
| errorSummary | It looks like your 3D calibration tip hasn't been mounted properly. | ||
| solutionSteps | Try removing the black cylindrical calibration tip. Check that there are no marks or smudges on the glass lens inside the neck of the scanner. If there are, use a microfibre cloth to gently clean the glass lens, applying minimal pressure. Mount the black cylindrical calibration tip onto the scanner again. There is a rubber stop. As soon as you feel some resistance, you are all set. | ||
| Place the scanner on the base with the scanner button facing up toward the ceiling. Then, try calibrating again. If the issue persists, contact support below. | |||
| code 5 | errorHeadline | 3D Calibration failed | |
| errorSummary | It looks like your 3D calibration tip hasn't been mounted properly. | ||
| solutionSteps | Clean the glass lens on the black inner tube with a microfibre cloth. Ensure there are no cracks or scratches. | ||
| Try calibrating again. If this step fails, it is possible to complete the 3D calibration step using the colour calibration target on side B. | |||
| Try calibrating again. If the issue persists, contact support below. | |||
| code 7 | errorHeadline | Colour calibration failed | |
| errorSummary | It looks like the Colour Calibration Kit isn't mounted as expected. | ||
| solutionSteps | Make sure the mirror tip is mounted snugly. | ||
| Insert the Calibration Target into the Adapter with the colour side (labelled A) facing up toward the mirror in the tip and try calibrating again. If it doesn't work, try a new, clean mirror tip. If the issue persists, contact support below. | |||
| code 8 | errorHeadline | Colour calibration failed | |
| errorSummary | It looks like the observed colours are off (A side). | ||
| solutionSteps | Check that there are no marks or smudges on the glass lens inside the neck of the scanner. If there are, use a microfibre cloth to gently clean the glass lens, applying minimal pressure. | ||
| Ensure there are no marks or smudges on the mirror inside the tip; if there are, attempt this step with a clean mirror tip. Make sure the mirror tip is mounted snugly. | |||
| Insert the Calibration Target into the Adapter with the colour side (labelled A) facing up toward the mirror in the tip and try calibrating again. If the issue persists, contact support below. | |||
| code 9 | errorHeadline | Colour calibration failed | |
| errorSummary | It looks like the Colour Calibration Kit isn't mounted as expected. | ||
| solutionSteps | Make sure the mirror tip is mounted snugly. | ||
| Insert the Calibration Target into the Adapter with the colour side (labelled A) facing up toward the mirror in the tip and try calibrating again. If it doesn't work, try a new clean mirror tip. If the issue persists, contact support below. | |||
| code Minus 1 | errorHeadline | Calibration failed | |
| errorSummary | Something went wrong. | ||
| solutionSteps | Check that all of your cables are plugged in. | ||
| Ensure the scanner has a green baselight. If the baselight is off, the scanner is not receiving power. | |||
| Once the scanner baselight is green, try calibrating again. If the issue persists, contact support below. | |||
| If you were on the colour calibration step, make sure the appropriate Calibration Target is properly inserted into the adapter. | |||
| fallback | errorHeadline | Calibration failed | |
| errorSummary | Something went wrong |