Overview: Troubleshoot slow scanning, lag, freezing, and overheating on TRIOS scanners, Dandy Vision, and All-In-One Cart setups.
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.
Improving Scanner Performance – Laptop Temperature
Prevent Scanner and Laptop Overheating
High operating temperatures cause the laptop system to throttle hardware performance automatically. Throttling slows down scanning and processing speeds. Follow these preventative steps to reduce heat accumulation:
Use the scanning laptop on a hard, flat surface at all times.
Avoid placing the scanning laptop on soft surfaces that block cooling airflow.
Keep all laptop vents completely clear and unobstructed.
Elevate the back of the laptop slightly to maximize cooling airflow underneath the chassis.
Clean laptop vents and internal cooling fans regularly using compressed air to remove dust buildup.
Restart Scanning System Components
Restarting the hardware clears system backlogs and restores baseline scanning performance.
Shut down and restart the laptop containing the Trios Chairside software or Dandy Vision Chairside software.
Shut down and restart the All-In-One Cart if your clinical configuration utilizes an All-In-One Cart.
Check Laptop Performance and Power Settings
Improper power configurations and system overloads directly degrade scanner responsiveness.
Check CPU Usage in Task Manager
Press Ctrl + Shift + Esc on the keyboard to open the Windows Task Manager.
Open the Performance tab within the Windows Task Manager.
Check the current CPU usage percentage.
Note: If CPU usage remains consistently above 70% to 80%, the system is overloaded, which degrades scanning performance.
Verify Power Supply Requirements
Connect the scanning laptop to wall power 100% of the time during active operations. Laptops cannot perform reliably on battery power during scanning procedures.
Ensure the laptop charging indicator is active at all times during scanning.
Keep the All-In-One Cart plugged into wall power whenever possible to maintain consistent performance.
Check System Uptime
Open the Windows Task Manager and select the Performance tab.
Locate the Up time metric at the bottom of the screen.
If the system uptime exceeds 48 hours, restart the laptop to restore optimal scanning speeds.
Contact Customer Support
If slow scanning or overheating issues continue after completing all troubleshooting steps, contact support.
Call Dandy Customer Support at 1-866-310-8665.