Troubleshoot TRIOS scanner connection in Chairside software

Overview: This guide helps you identify and resolve connection issues between TRIOS scanners and the Chairside software.

Identify a disconnected scanner

The Chairside software displays specific indicators when the software does not recognise a TRIOS scanner:

• Homepage: A red circle with the message "Scanner not connected" appears below the Start an order button.

• Scanning Pages: A red X appears over the scanner icon with the message "Scanner disconnected." 

Troubleshoot Dandy TRIOS wired Ethernet connection

The Ethernet setup uses a cable connection from the scanner base to the laptop and requires external power.

Verify Ethernet connection

1. Check that the Ethernet cable is securely connected to the laptop.

2. Use the provided Ethernet-to-USB adaptor if the laptop does not have a native Ethernet port.

3. Connect the adaptor directly to the laptop rather than a USB hub.

4. Wait 1 minute after confirming connections for Chairside to detect the scanner. 

Check scanner base light

Observe the LED on the scanner base to determine the power status:

• Green: The scanner has proper power and an active connection.

• Blue: The scanner has insufficient power or an unstable connection.

• No light: The scanner base has no power. 

Resolve power issues

1. Confirm the power cable is firmly connected to the scanner base.

2. Ensure the power adaptor is connected to the power brick and a functioning wall socket.

3. Verify the power brick displays a green light.

4. Test a different wall socket if the power brick light remains off. 

Troubleshoot Dandy TRIOS wired USB-C connection

The USB-C model is powered directly by the laptop and does not require an external power supply.

1. Check the scanner base light.

2. Move the USB-C cable to a different laptop port if the light is off, blue, or flashing blue.

3. Prioritise the left-side USB-C port if the laptop has ports on both sides.

4. Wait 1 minute for the connection to initialise once the light turns green.

5. Restart the laptop if the connection is not established.

Troubleshoot Dandy TRIOS wireless TRIOS 5 connection

The TRIOS 5 model uses a TP-Link adaptor for wireless communication between the scanner and the laptop. 

Resolve software conflicts

1. Related to:

   • scanner_help