Overview: This guide explains how to identify, diagnose, and resolve connection issues for a Dandy Trios Wired scanner (Ethernet connection) within the Chairside software.
Identifying a Disconnected Scanner
If the Trios Wired scanner is disconnected, the Chairside software displays specific warnings:
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 Disconnected Dandy Trios Wired Scanner
Identify Dandy Trios Wired Model
There are 2 different models of Dandy Trios Wired
- Dandy Trios Wired (Ethernet): This model has an ethernet connection from your scanner base into the laptop. Additionally, it has a power supply that plugs into the wall.
- Dandy Trios Wired (USB-C): This model has a USB-C connection from the scanner base to your laptop. This unit is powered by the laptop, so there is no power supply that plugs into the wall.
Troubleshoot Disconnected Dandy Trios Wired (Ethernet)
Verify Ethernet Cable Connection
Ensure the scanner’s Ethernet cable is plugged directly into the Ethernet port of the laptop.
On Dandy laptops, the Ethernet port is located on the left side.
Important: Do not use an Ethernet-to-USB adapter. The scanner must have a direct Ethernet connection to function properly.
If the ethernet connection appears incorrect, connect the ethernet properly and wait 1 minute to see if the issue resolves.
If the ethernet connection appears correct, proceed to next step.
Check the Scanner Base Light
Observe the light on the scanner base to determine the connection status:
Green Light: The base is receiving power and has a connection.
Blue Light: The base is receiving weak power.
No Light: The base is not receiving power.
Correcting Power Issues
If the scanner base light is off or blue, verify all power components are secure:
Confirm the power cable is firmly connected to the scanner base.
Ensure the power adapter cable is plugged into the power brick and a live wall outlet.
A green light on the power brick indicates the outlet and brick are active.
If the power brick has no green light, there is no power to the wall outlet. Contact the appropriate party to correct the outlet issue or try plugging it into a different outlet.
Reconnect Hardware and Restart
If the scanner remains disconnected after verifying power, perform a full hardware reset:
Disconnect and reconnect the power brick from the wall and the scanner base.
Disconnect and reconnect the Ethernet cable from both the scanner base and the laptop.
Unplug the scanner wand from the base and plug it back in.
Perform a full restart of the laptop.
Wait one minute after the restart for Chairside to recognize the "Scanner Connected" status.
Contact Support:
If all the steps above did not resolve your issue. Please contact our support team to assist with advanced troubleshooting.
Troubleshoot Disconnected Dandy Trios Wired (USB-C)
Follow these steps for the Dandy Trios Wired USB-C model that connects to the laptop using a USB-C cable.
Check the Scanner Base Light
Observe the light on the scanner base to determine the connection status:
Green Light: The base is receiving power and has a connection.
Blue Light: The base is receiving weak power
No Light: The base is not receiving power. Proceed to "Check Power Connections" below.
Correcting Power Issues
If the scanner base light is off or blue, verify all power components are secure:
Connect the scanner to a different USB-C port on the laptop.
If the light turns Green, wait 1 minute to ensure connection.
If the light is still off or blue, proceed to next step.
Restart the laptop. After the restart, check if the ring light on the scanner base turns Green.
Contact Support:
If all the steps above did not resolve your issue. Please contact our support team to assist with advanced troubleshooting.