Overview: This guide explains how to resolve scan capture failures and red reticle errors on wired TRIOS scanners.
Confirm Scanner Connection Status
Check the left panel in the Chairside software for a "Scanner Disconnected" alert. Resolve all connection issues if the software does not recognize the TRIOS scanner. If the scanner is disconnected, image capture will not function.
Inspect and Clean the Scanner Lens
Internal contamination can block the scanner from capturing images. Follow these steps to inspect the lens:
Remove the mirror tip from the TRIOS scanner.
Inspect the internal lens inside the scanner neck for dust, moisture, or damage.
Ensure the scanner lens sits flush with the scanner neck. A recessed lens indicates the hardware is damaged and the scanner wand requires replacement.
Gently clean the lens with a microfiber cloth if contamination is present. Avoid using excessive force to prevent scratching the fragile lens.
Verify Scanner Tip Type
An incorrect tip type prevents the scanner from picking up images.
Inspect the installed scanner tip.
Confirm a mirror tip is installed on the TRIOS scanner.
Replace any protective tips with a mirror tip. Protective tips are intended for storage only and block all image capture.
Clean the Mirror Tip
A contaminated mirror tip prevents proper scan capture.
Replace the current mirror tip with a clean mirror tip if one is available.
Clean the glass mirror surface using 70% ethyl alcohol and soft gauze.
Do not apply alcohol to the plastic housing of the mirror tip, as this can cause damage.
Reset the Active Scan Session
Software session errors may prevent image capture even when the scanner hardware functions correctly.
Reset the current arch or bite scan session within the software.
Start a new scan session to determine if the red reticle error is resolved.
If the TRIOS scanner still fails to capture images, please contact Dandy Customer Support at 1-866-310-8665 for further assistance.