Problem Summary
Users may experience issues where the scanner does not complete calibration and fails to capture any data, even when uncalibrated. This guide provides a step-by-step approach to resolve the issue when the scanner functions correctly on other workstations but not on a specific one.
Applicable Products
- Scantech Simscan
- Scantech Kscan
- Scantech Axe
- Scantech Trackscan
Software Compatibility
- ScanViewer software versions 6.x and below.
Affected Systems
- Workstations that do not have the latest calibration and configuration files installed with the ScanViewer software.
- Systems where the configurations are too outdated to allow for calibration updates, impacting the proper functioning of the scanner.
Symptoms
- Scanner fails to complete calibration.
- No data capture occurs even without calibration.
Prerequisites
- Ensure the scanner software version is compatible with your workstation's operating system.
- Scanner is known to work on other workstations.
Resolution Steps
Step 1: USB Connection Check
- Confirm the scanner is connected to a USB 3.0 port. For desktops, ports directly on the motherboard are recommended.
Step 2: Configure Nvidia Graphics Settings
- Open the Nvidia Control Panel application.
- Navigate to Manage 3D Settings via the left sidebar.
- Click on the Program Settings tab.
- From the Select a program to customize drop-down, find and select 'Scan Viewer' (ensure Scan Viewer is open; it should appear at the top of the list).
- Set the Preferred graphics processor to Nvidia high performance.
- Click Apply, then close the window.
Step 3: Restart and Relaunch
- Restart the computer.
- Relaunch the Scan Viewer software.
Step 4: Utilize Environment Check Tool
- In Scan Viewer version 6.3, go to the Other tab next to the license configuration button.
- Use the Environment Check Tool to identify common system configuration issues.
Step 5: Transfer License and Calibration Data
- Locate the license file directory on a workstation where the scanner works correctly, which is preferred. Alternatively, use the backup USB flash drive that came with the equipment in the travel case. This drive contains a folder with essential configuration data.
- Default directory for the license file: Public Documents folder (not User Documents).
Additional Notes
- This issue commonly occurs on workstations with alternate hardware configurations. Ensure the workstation has an Intel-based processor and Nvidia dedicated GPU for optimal performance.
Support
- For further assistance, submit your support request at support.rev1tech.com or by emailing to [email protected].