Overview: This guide explains how to identify and resolve slow scanning performance, lag, or rendering delays on Dandy-managed scanners and laptops.
Identify the Scanning Issue
Before troubleshooting, identify whether the scanner is scanning slowly or not capturing images at all.
Slow Scanning Symptoms
Slow scanning may include:
- Delayed image capture
- Slow clicking during scanning
- Laggy or unstable scanner movement
- Delayed model rendering on screen
- Freezing during scanning
- Scanner captures images slowly without showing a red reticle
No Image Capture Symptoms
No image capture occurs when the scanner does not pick up images at all.
If the scanner is connected but not capturing images, refer to the Wired TRIOS Scanner – Red Reticle / No Scan Capture Troubleshooting help article.
Important:
Internet connection quality does not affect scanner image capture performance. Internet connection primarily impacts case uploads, order submission speeds, and AI tool functionality.
Restart Scanner Equipment
Long system uptime or temporary software issues can reduce scanner performance.
Completely restart the following equipment:
- Chairside software
- Dandy laptop
- Dandy Cart (if applicable)
After restarting:
- Allow Windows to fully load
- Wait 1–2 minutes before reopening Chairside
- Reattempt scanning after all startup processes finish loading
Verify Power Connections and Battery Levels
Low power conditions can significantly reduce scanner performance and responsiveness.
The laptop controls scanner behavior and overall scanner performance. If the laptop is not charging properly or is operating under low power conditions, the scanner may scan slowly, lag, or become unstable.
Dandy laptops and computer systems are designed to remain plugged in full time and maintain a full charge whenever possible. Scanning should not be performed while the laptop or computer system is unplugged.
Check Power Connections
- Ensure the Dandy laptop or Dandy Cart is plugged directly into a wall outlet
- Confirm the charging indicator is active
- Do not perform scanning workflows while the laptop is unplugged
Verify Laptop Battery Levels
- Ensure the Dandy laptop battery remains above 50% while scanning
- Low battery conditions may reduce scanner speed and cause lag or slow clicking
- If the laptop is not charging properly, scanner performance may also degrade
Verify Dandy Cart Battery Levels
- Dandy Carts operating only on battery power may enter reduced performance mode after prolonged use
- Keep the Dandy Cart plugged into wall power during scanning whenever possible
Monitor Laptop Temperature and Performance
Laptop overheating is one of the most common causes of slow scanner performance.
The laptop controls scanner behavior and overall scanning performance. When the laptop overheats, the system begins thermal throttling to protect internal hardware. This causes all connected hardware, including the scanner, to perform slower.
Signs of Laptop Overheating
High laptop temperatures may cause:
- Slow clicking during scanning
- Laggy scanner movement
- Delayed image rendering
- Freezing or unstable scanning behavior
- Slow post-processing times
- Scanner overheating or becoming excessively warm
Check Laptop Temperature in Task Manager
- Right-click the Windows taskbar
- Select Task Manager
- Open the Performance tab
- Review temperature readings if available
If laptop idle temperatures are consistently above 70°C, follow the help article:
Improving Scanner Performance – Laptop Temperature
Improve Laptop Cooling
To improve airflow and reduce overheating:
- Place the laptop on a flat, hard surface
- Avoid fabric or soft surfaces that block airflow
- Slightly elevate the back of the laptop for ventilation
- Clean laptop vents using compressed air if dust buildup is visible
Manage Scan Image Count
Excessively high image counts can slow scan processing and reduce scanner responsiveness.
Maintain Recommended Scan Counts
For most full arch scans:
- Keep image counts between approximately 2,000–3,000 images when possible
- Excessively high image counts may increase lag, slow clicking, and delayed rendering
Image count recommendations may vary depending on case complexity and workflow requirements.
Monitor System Up Time
Systems running continuously for long periods may develop memory and performance issues.
Check System Up Time
- Right-click the Windows taskbar
- Select Task Manager
- Open the Performance tab
- Locate the Up time value
If system uptime exceeds 48 hours, restart the Dandy laptop or Dandy Cart.