Overview: Troubleshoot slow scanning, lag, freezing, and overheating on TRIOS scanners, Dandy Vision, and All-In-One Cart setups.
*** NOTE: The scanner wands are designed to warm up during use. This is a standard feature designed to prevent mirror tip fogging. Is the Scanning Wand warm (normal) or hot (abnormal)?
A good way to distinguish this is to see whether the warmth is only apparent around the black tube or scanner tip, or whether an external part of the wand is so hot that it is difficult or unsafe to touch or hold.
If this scanner temperature presents a risk of injury to the patient or provider, discontinue use immediately and contact support. ***
Identify Scanning and Overheating Issues
Review the symptoms below to determine if the scanner or laptop is experiencing performance limitations or overheating.
Slow Scanning Symptoms
The scanner experiences positional lag or delayed movement.
The scanner produces slow clicking sounds during capture.
The scanning software freezes or becomes unstable.
The scanning software experiences delayed image rendering.
No Image Capture Symptoms
The scanner connects properly to the system but does not capture any images.
Note: If the scanner captures no images, please refer to the Wired TRIOS Scanner – Red Reticle / No Scan Capture Troubleshooting.
Overheating Symptoms
The scanner hardware or the laptop chassis becomes very hot to the touch.
The scanning software becomes unstable or experiences input lag.
The scanner clicking mechanism becomes delayed or completely unresponsive.
The overall scanning speed reduces automatically.
Warning: If the scanner hardware becomes too hot to safely handle, stop using the scanner immediately and contact customer support.
Overheating Scanner (Too Hot)
Check Laptop Temperature
The first step to take if the above stands and the practice is concerned about the scanner wand temperature is to check the laptop’s temperature when idle and while scanning.
To do this:
- Right-click in the taskbar, press Ctrl-Alt-Delete, or search “Task Manager” in the search bar or Windows menu.
- Click to open it.
- On the left-hand side, select the performance tab.
- Find the GPU temperature.
- If the laptop is at or above 70 °C while idle, it could exceed 80 °C during scanning. These high temperatures will cause the laptop to throttle performance to protect its internal components. This can affect scanning speed and the temperature of the scanning wand during use.