Trios 3 Scanner Not Picking Up Images

If your Trios 3 scanner is connected and it is not picking up images, you will see the below red reticle on your screen:

Screen Shot 2023-12-11 at 5.58.45 PM (1).png

Follow the below troubleshooting steps when your Trios 3 will not pick up images and you cannot scan.

Step 1 - Confirm the scanner is not disconnected

Screen Shot 2023-12-11 at 5.47.08 PM.png

Step 2 - Check the type of scanner tip attached

Be sure you are not using a protective tip (see image below). The protective tip will show a camera feed that looks like the below image. If you see this, switch to a mirror tip for scanning.

blob-1 (1) (1).png

  • Image of the protective tip:


Step 3 - Reset the arch or bite scan 

Reset the current arch or bite scan and attempt scanning. If this does not resolve the issue, proceed to step 4. 

Screen Shot 2024-03-14 at 7.12.18 PM.png

Step 4 - Check for Technique

When scanning edentulous areas, start from the Anterior. This approach often allows for better control over moisture and proximity to the dentition. After initiating the scan, expand outward to cover more challenging areas.

  • If modifying your scan technique does not resolve your scan capture issues, please check your scanner configuration using the steps below. 

Step 5 - Check the lens of the scanner

Remove the mirror tip to check the lens in the neck of the scanner. Clean the lens with a microfiber eyeglass cloth if there are any marks, dust, or smudges.

  • Only clean the lens if it has obvious marks or smudges. Apply minimal pressure.

Screen Shot 2024-03-14 at 7.07.02 PM.png

Step 6 - Switch to a new mirror tip

Attempt scanning with a new mirror tip. Any smudges or marks on the mirror of the tip will result in no scan data captured.

  • To clean obstructions on the mirror, use a Q tip brand Q tip and alcohol (70% ethyl alcohol) to spot clean. Alcohol should only be used on the mirror, not to clean the plastic mirror tip housing.

Screen Shot 2024-03-14 at 7.08.23 PM.png


If the above steps do not resolve your issue, please contact our Support Team following Contact Us. 

Was this article helpful?
0 out of 0 found this helpful
Live Support Hours
Monday - Friday: 8 am - 9pm ET Saturday: 9 am - 4 pm ET
Chat With Us
By clicking here and logging into your account on the Dandy Portal.
Call Us
At (267) 310-3332 or tap here to call us on your mobile phone.