Troubleshoot scanner disconnection in Chairside software

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." 

Identify Scanner

• Dandy TRIOS wired Ethernet - This model has an Ethernet connection from the scanner base to the laptop and a power supply that plugs into a wall outlet. 
• Dandy TRIOS wired USB-C - This model only has a USB-C connection from the scanner base to the laptop. USB-C connection is an oval shape.
•  Dandy TRIOS wireless TRIOS 5 - The TRIOS 5 model uses a TP-Link adapter for wireless communication between the scanner and the laptop. 
• Dandy Vision Scanner- Has a green band at the scanner's connection area. It has a USB-C connection and says "Dandy" on the scanner's body.

Troubleshoot Dandy TRIOS wired Ethernet connection

Verify Ethernet connection

1. Check that the Ethernet cable is securely connected to the laptop.

2. Use the provided Ethernet-to-USB adapter if the laptop does not have a native Ethernet port. 

3. Unplug the Ethernet cable.
4. Wait 30 seconds and reconnect the Ethernet cable.

5. Connect the adapter directly to the laptop rather than a USB hub.

6. Wait 1 minute after confirming connections for Chairside to detect the scanner. 

Check the 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

1. Unplug the cable from the scanner base.
2. Wait 15-20 seconds and reconnect the cable.
3. Confirm the power cable is firmly connected to the scanner base.
4. Unplug the adapter from the wall.
5. Wait 15-20 seconds and plug back into the wall.
6. Verify that the power brick displays a green light.
7. If no green light displays, try an outlet with confirmed power.

Disconnect Hardware and Restart

If the scanner remains disconnected after verifying power, perform a full hardware reset:

1. Disconnect and reconnect the power brick from the wall and the scanner base.
2. Disconnect and reconnect the Ethernet cable from both the scanner base and the laptop.
3. Unplug the scanner wand from the base and plug it back in.
4. Perform a full restart of the laptop.
5. Wait one minute after the restart for Chairside to recognize the "Scanner Connected" status.

Troubleshoot Dandy TRIOS wired USB-C connection

1. Check the scanner base light.

2. Move the USB-C cable to a different laptop port if the light is off, blue, or flashing blue.

3. Prioritize the left-side USB-C port if the laptop has ports on both sides.

4. Wait 1 minute for the connection to initialize once the light turns green.

5. Restart the laptop if the connection is not established.

Disconnect Hardware and Restart

If the scanner remains disconnected after verifying power, perform a full hardware reset:

1. Disconnect and reconnect the power brick from the wall and the scanner base.
2. Disconnect and reconnect the Ethernet cable from both the scanner base and the laptop.
3. Unplug the scanner wand from the base and plug it back in.
4. Perform a full restart of the laptop.
5. Wait one minute after the restart for Chairside to recognize the "Scanner Connected" status.

Troubleshoot Dandy TRIOS wireless TRIOS 5 connection

Resolve software conflicts

1. Close all applications except Chairside during the scanning workflow.

2. Ensure 3Shape applications, such as 3Shape Unite, are closed.

3. Open only one active scanning session per workstation.

Check TP-Link adapter

1. Plug the TP-Link adapter directly into a USB port on the laptop.

2. Position the TP-Link adapter in an "L" shape.

3. Avoid using USB hubs, docking stations, or extension adapters.

Re-enter scanner serial number

1. Select Connect Scanner within the Chairside software.

2. Enter the serial number found underneath the scanner battery.

3. Confirm the "Scanner ready!" message appears.

4. 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. 

Troubleshoot Dandy Vision Scanner Disconnection

• Do not use a USB hub, adapter, or extension dock with the Dandy Vision Scanner. Always plug the scanner cable directly into the laptop ports.

The following steps outline how to reset hardware connections and resolve a sudden scanner disconnect.

Resolve Scanner Sleep Mode

The Dandy Vision Scanner automatically enters sleep mode after a few seconds of inactivity. To wake the Dandy Vision Scanner:

1. Make sure a tip is attached to the Dandy Vision Scanner wand; if not, attach a clean one.
2. Remove the Dandy Vision Scanner wand from the scanner holder cradle.
3. Wait three to five seconds for the Dandy Vision Scanner hardware to fully activate.

Reconnect the Scanner Cables

Loose physical cable connections can cause an error. Secure the connections using this sequence:

1. Disconnect the USB-A end of the scanner cable from the laptop port.
2. Reconnect the USB-A end of the scanner cable securely back into the laptop port.
3. Disconnect the USB-C end of the scanner cable from the base of the Dandy Vision Scanner wand.
   1. To get to this connection, you will need to remove the protective sleeve from the bottom of the wand. This requires a strong pull.
4. Reconnect the USB-C end of the scanner cable firmly into the Dandy Vision Scanner wand until the hardware emits a distinct click.

Verify the Laptop USB Port Connection

If the disconnection remains, the laptop port itself may be defective. Test alternative ports using these steps:

1. Confirm that the scanner cable is plugged directly into a primary USB port on the laptop. (NOT a USB hub.)
2. Remove the USB cable from the laptop port if the Dandy Vision Scanner remains unrecognized.
3. Insert the USB cable into a different USB port on the same laptop.
4. Wait a few moments to verify if the Dandy Vision Scanner successfully connects to the system.

Resolve Dandy Vision Scanner Blinking White Light

A slowly blinking white light on the Dandy Vision Scanner indicates a software compatibility issue rather than a cable disconnect. Please contact support.

Capture did not start: scanner tip not attached
      

1. Make sure the Lens Window at the tip of the scanner is clean by wiping it with a moist, lint-free cloth or lens tissue.
2. Slide a clean Scanner Tip onto the scanner
3. The 2 rectangles are the tip detection sensors.