Overview: This guide explains how to identify, diagnose, and resolve connection issues for Dandy Trios scanners within the Chairside software.
Identify a Disconnected Scanner
The Chairside software displays specific indicators when a scanner is not recognized:
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 accompanied by a "Scanner disconnected" message.
Troubleshoot Dandy Trios Wired (Ethernet)
This model features an Ethernet connection from the scanner base to the laptop and requires an external power supply.
Verify Ethernet Connections
Ensure the Ethernet cable is plugged directly into the Ethernet port of the laptop.
If the laptop lacks a native port, use the included Ethernet-to-USB adapter to connect directly to the laptop.
Wait one minute after securing connections to see if the Chairside software recognizes the scanner.
Check the Scanner Base Light
Observe the LED indicator on the scanner base:
Green Light: The base is receiving sufficient power and has an active connection.
Blue Light: The base is receiving weak power.
No Light: The base is not receiving power.
Resolve Power Issues
Confirm the power cable is firmly seated in the scanner base.
Ensure the power adapter cable is plugged into both the power brick and a live wall outlet.
Verify the power brick displays a green light, indicating it is receiving power from the outlet.
If the power brick has no light, test a different wall outlet.
Perform Hardware Reset
If the scanner remains disconnected:
Disconnect and reconnect the power brick from the wall and the base.
Unplug and reseat the Ethernet cable at both ends.
Unplug the scanner wand from the base and plug it back in.
Restart the laptop and wait one minute for the "Scanner Connected" status to appear.
Troubleshoot Dandy Trios Wired (USB-C)
This model is powered directly by the laptop via a USB-C cable and does not use an external power supply.
Check the Scanner Base Light
Observe the LED indicator on the scanner base.
If the light is off or blue, connect the scanner to a different USB-C port on the laptop.
If the light turns green, wait one minute for the connection to initialize.
If the issue persists, restart the laptop and check if the base light turns green after rebooting.
Troubleshoot Dandy Trios Wireless
This model uses a TP-Link adapter for wireless communication with the laptop.
Verify Software Status
Ensure 3Shape Unite and Chairside are not open simultaneously, as they may compete for the scanner connection.
If 3Shape Unite is open, close the program entirely.
Check TP-Link Adapter
Plug the TP-Link adapter directly into a laptop USB port without using any intermediate hubs or adapters.
If the scanner does not connect, move the TP-Link adapter to a different USB port.
Re-enter Scanner Serial Number
Select the Connect Scanner option in Chairside.
Enter the serial number found on the scanner hardware.
Verify the Scanner ready! message appears and the battery life is displayed in green.
Note: If the battery displays 0%, re-verify the serial number for accuracy.
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