Overview: This article provides troubleshooting steps for a wired Trios scanner that is connected to the system but fails to capture scan data or images. If the wired Trios scanner displays a red reticle on the screen, follow the steps below to restore scanning functionality.
Confirm Scanner Connection Status
Check the left column in the Chairside software for a "Scanner Disconnected" alert.
If the scanner is disconnected, the system will not capture images.
If you see a disconnection error, refer to the guide on fixing a disconnected Trios Wired scanner.
If the scanner is connected but still not capturing images, proceed to the next section.
Verify the Scanner Tip Type
The Trios scanner will not capture scan data if a protective tip is attached.
Inspect the tip currently on the scanner.
Identify if it is a protective tip; these tips are for storage and do not contain the mirror necessary for scanning.
Remove the protective tip and replace it with a mirror tip if necessary.
Reset the Active Scan
A software glitch in the current session may prevent the wired Trios scanner from picking up new images.
Select the option to reset the current arch or bite scan.
Attempt to scan the area again.
If the red reticle persists, continue to hardware inspections.
Inspect and Clean the Scanner Lens
Dust or smudges on the internal lens located in the neck of the scanner can block image capture.
Remove the mirror tip from the scanner.
Inspect the lens inside the scanner neck for marks, dust, or smudges.
Use a microfiber eyeglass cloth to clean the lens only if visible debris is present.
Apply minimal pressure while cleaning to avoid damaging the scanner lens.
Use a Clean Mirror Tip
Smudges on the mirror itself often prevent the wired Trios scanner from capturing accurate data.
Replace the current mirror tip with a new, clean mirror tip.
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To clean a used tip, use a Q-tip brand swab and 70% ethyl alcohol to spot-clean the mirror.
Important: Do not use alcohol on the plastic housing of the mirror tip; apply it only to the glass mirror.