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.
Troubleshooting the Connection
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.
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.
No Light: The base is not receiving power. Proceed to "Check Power Connections" below.
Check Power Connections
If the scanner base light is off, 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.
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.