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:

1. Right-click in the taskbar, press Ctrl-Alt-Delete, or search “Task Manager” in the search bar or Windows menu.
2. Click to open it.
3. On the left-hand side, select the performance tab.

4. Find the GPU temperature.

5. 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.

What to do if the Laptop Is Overheating

1. Disconnect the scanner from the laptop to cool down.
2. Clean the laptop and vents using compressed air or the practice’s air syringe (make sure to blow out any water first if using an air/water combination syringe).
3. Prop up the back of the laptop with a laptop stand or another appropriate object to improve ventilation and cooling.
4. Allow the laptop to return to a normal operating range (below 70°C) before reconnecting the scanner wand.
5. Once cooling is complete, reconnect the scanner and perform a test scan.
6. Confirm whether the scanning wand is still heating up by following steps 1-4 in the ‘Check Laptop Temperature’ section and performing a test scan.
7. Note the temperature. 

1. If under 80º your issue is resolved.
2. If the temperature spikes sharply above 80º, contact support.

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.

1. Shut down and restart the laptop containing the Trios Chairside software or Dandy Vision Chairside software.

2. 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

1. Press Ctrl + Shift + Esc on the keyboard to open the Windows Task Manager.

2. Open the Performance tab within the Windows Task Manager.

3. Check the current CPU usage percentage.

4. 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

1. Open the Windows Task Manager and select the Performance tab.

2. Locate the Up time metric at the bottom of the screen.

3. If the system uptime exceeds 24 hours, restart the laptop to restore optimal scanning speeds.