Overview: This guide helps you identify and resolve connection issues between TRIOS scanners and the Chairside software.
Identify a disconnected scanner
The Chairside software displays specific indicators when the software does not recognize a TRIOS scanner:
Homepage: A red circle with the message "Scanner not connected" appears below the Start an order button.
Scanning Pages: A red X appears over the scanner icon with the message "Scanner disconnected."
Troubleshoot Dandy TRIOS wired Ethernet connection
The Ethernet setup uses a cable connection from the scanner base to the laptop and requires external power.
Verify Ethernet connection
Check that the Ethernet cable is securely connected to the laptop.
Use the provided Ethernet-to-USB adapter if the laptop does not have a native Ethernet port.
Connect the adapter directly to the laptop rather than a USB hub.
Wait 1 minute after confirming connections for Chairside to detect the scanner.
Check scanner base light
Observe the LED on the scanner base to determine the power status:
Green: The scanner has proper power and an active connection.
Blue: The scanner has insufficient power or an unstable connection.
No light: The scanner base has no power.
Resolve power issues
Confirm the power cable is firmly connected to the scanner base.
Ensure the power adapter is connected to the power brick and a functioning wall outlet.
Verify the power brick displays a green light.
Test a different wall outlet if the power brick light remains off.
Troubleshoot Dandy TRIOS wired USB-C connection
The USB-C model is powered directly by the laptop and does not require an external power supply.
Check the scanner base light.
Move the USB-C cable to a different laptop port if the light is off, blue, or flashing blue.
Prioritize the left-side USB-C port if the laptop has ports on both sides.
Wait 1 minute for the connection to initialize once the light turns green.
Restart the laptop if the connection is not established.
Troubleshoot Dandy TRIOS wireless TRIOS 5 connection
The TRIOS 5 model uses a TP-Link adapter for wireless communication between the scanner and the laptop.
Resolve software conflicts
Close all applications except Chairside during the scanning workflow.
Ensure 3Shape applications, such as 3Shape Unite, are closed.
Open only one active scanning session per workstation.
Check TP-Link adapter
Plug the TP-Link adapter directly into a USB port on the laptop.
Position the TP-Link adapter in an "L" shape.
Avoid using USB hubs, docking stations, or extension adapters.
Re-enter scanner serial number
Select Connect Scanner within the Chairside software.
Enter the serial number found underneath the scanner battery.
Confirm the "Scanner ready!" message appears.
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Verify the battery status icon displays in green.
Note: A battery showing 0% or red status usually indicates a serial number mismatch rather than a low charge. Re-verify the serial number if this occurs.
Contact Support: If the scanner remains disconnected after completing these steps, please contact Dandy Customer Support at 1-866-310-8665 for further assistance.